Frequently Asked Questions FAQ
We’ve compiled a list of commonly asked questions to help address your concerns! If you need additional assistance or have any other inquiries, please email us at [email protected] (Pacific Standard Time, Monday to Friday, 9:00 AM to 5:00 PM). We’re always happy to help!
Top Question: Why choose Shinepurity?
Shinepurity embarked on a journey with a passion to deliver the unique experience of joy, peace and healing power that comes from crystals. For those who understand the mysteries of crystal energy, the origin of crystals is like the foundation of energy, not to be underestimated.
The earth gave birth to crystals, and each crystal contains a unique and mysterious power, but if it is mined in an unethical way, the power of the crystal is greatly diminished. That's why we've been working hard for many years with an experienced team who are passionate about crystals, and we work closely with conscientious suppliers. We go to the source of the crystals and select them carefully, so that every crystal chosen carries with it a lot of sincerity and expectation.
Cost control is important, but at shinepurity, quality and ethics are never compromised. The temptation to buy crystals in bulk at low prices is great, but compared to the pure energy of the crystal and the legitimacy of the source, the short-term gain is not worth mentioning. We firmly believe that only crystals that come from the heart and are sourced in the right way will shine with the brightest energy when they arrive in your hands.
When you are shopping for crystals, whether you are strolling through a small boutique on the street corner or browsing through a variety of online shopping platforms, please remember to pay attention to the source of the crystals. Trust is the key to a beautiful energy journey. When you choose shinepurity, you are choosing to respect the earth and protect its energy. This positive energy will return to you like ripples, adding color to your life.
1. About Crystals
Q：Are your crystals sourced from legal, compliant and standardized mining channels?
It is very important that you are concerned about whether the source of our crystals meets the legal, compliant and standardized mining channels. We are committed to ensuring that all of our crystals are sourced through legitimate, legal, compliant and standardized mining channels.
Each month, when we are looking for new crystals to add to our inventory, we prefer to go directly to the source. This has the obvious benefit of allowing us to be on the ground and to have a clear and precise understanding of the process of mining and collecting crystals and gemstones. However, if it is not possible to work directly with a major source, we do not settle for anything less. When considering potential sellers, we conduct a thorough and detailed investigation, with a central focus on whether they share our philosophy and code of conduct.
If a vendor is found to be unethical and unethical, we will not deal with them, even if the crystal is tempting. Our company's reputation is invaluable, and we cannot afford to jeopardize it with a cheap, unethical source. In the matter of ensuring that the source of crystal compliance, we have never been ambiguous, always adhere to the principle.
Q：Why do the natural crystal jewelry I purchased look not so perfect, there are some small particles, lines and so on, is this normal?
This is completely normal. As natural crystals are naturally occurring, non-artificial color processing synthesis, a small portion of the internal crystal will have inclusions particles, ice cracks, mineral deficiency, flocculent pattern and other minor imperfections, which is the unique “mark” of natural crystals.
The energy and efficacy of natural crystals are mainly derived from their own mineral composition and naturally formed crystalline structure. These tiny imperfections do not affect their essential characteristics, and it still brings you unique experience and good luck.
Q： Can I return or exchange my crystal if I can't accept the flaws?
Sorry, in view of the natural properties of natural crystals, the existence of such minor defects is a normal phenomenon, in the product details page we also have the relevant instructions, so usually do not support the return of goods due to these natural defects. However, if you receive a product with other quality problems, such as serious damage, please contact us in a timely manner.
Q： Does shinepurity try to avoid flaws when selecting crystals?
We have tried our best in the purchasing and selection process to select crystals of good overall quality, but due to the nature of natural crystals, it is almost impossible to completely eliminate flaws. We hope that you can understand and accept this small amount of imperfection, each piece of crystal jewelry with your relationship is carrying a beautiful promise, will bring you good luck.
Q：Will wearing crystals in the shower affect their efficacy?
Every piece of crystal deserves careful maintenance, which requires us to avoid wearing it in some harsh conditions, such as bathing, swimming, doing sports, water repeatedly wet jewelry, over time, water and moisture will break down the material used to make the strings of the jewelry, resulting in jewelry breakage.
Q：How to store/protect crystals? How do I care for my crystals?
- Avoid acidic and humid environment
- Avoid contact with chemicals such as detergents
- Avoid impact and friction with hard objects
- Avoid wearing it while bathing or sweating
- When not in use, store your jewelry in an airtight jewelry box or ziplock bag.
Crystals should be kept dry. If you do not wear them regularly, store them in the dust bag provided. Each crystal has its own storage space. If you are in a humid environment, place a small packet of desiccant crystals in the storage area. Avoid storing crystals with rubber products. Always take them off when using cologne, perfume or other chemical products.
Q： how to clean jewelry
Even though you have cleaned your jewelry before you receive it, cleaning it after you receive it should not be overlooked. There are many ways to clean your jewelry! Here are 4 of the best ways we recommend:
- Place your jewelry on the soil or branches of a healthy houseplant for 24 hours.
- Leave your jewelry outside in the sunlight or under a full moon for at least 4 hours.
- Place your jewelry in the smoke of a burning sage or palo santo stick until your jewelry is still.
- Place your jewelry on selenite or quartz crystal for at least 6 hours.
Q： Designer Specials
Our website is live. All available sizes and crystals are displayed online. If the designer model you would like to choose is not shown, unfortunately it means it is out of stock.
Q：Custom Jewelry Design
Currently, we do not offer customized designs at this time. Each piece of jewelry is specially designed by crystal designers around the world, using a specific crystal formula to provide the best boost to the wearer's magnetic field.
Q：How do I find the right size of jewelry?
Most of Shinepurity's jewelry is unisex. However, some necklaces and bracelets come in different size options. For necklaces, the most common length for women is 18 inches. The most common length for men is 21.5 inches.
For bracelets, the most common size for women is 7 inches and the most common size for men is 8 inches.
Please note that since these measurements are taken by hand, there may be slight variations in the actual finished product, but rest assured that these variations will not have a significant impact on the wearer's experience. We hope that this information will help you choose your favorite jewelry and fit.
2. Order and Payment
Q：How can I change or cancel my order after placing it?
• If we have not yet shipped: please email us at [email protected]. If it is outside of working hours, please leave us a clear, detailed message with your name, phone number and order number (if any)
• If shipped: Once our order has shipped, it may not be possible to change your address, shipping method, or modify or cancel an order you have already submitted.
However, returns are easy. For more information, please email us at [email protected].
Q：Promotion Terms and Conditions
All items in promotional categories, one-of-a-kind crystals, and large crystals are non-returnable once sold. Discount codes and promotions are not stackable with each other; only one can be used per order. Discount codes and promotions are not valid for subscription items.
Q： Payment Methods
For all orders, we recommend that you use the PayPal option for international credit card payments. You do not need to have a PayPal account to use this option! Simply select the PayPal option and enter your credit card number.
Q：How do I change my currency?
At the top of our website you will see a currency selection widget that allows you to change the currency to one of the following: US Dollar, Canadian Dollar, Euro, British Pound, Mexican Peso, Australian Dollar, New Zealand Dollar, Philippine Peso, Singapore Dollar, Indian Rupee.
Q：Why was the payment declined?
If you are experiencing problems making a payment by credit card: Please check your card details to ensure that they are accurate, including the expiration date, cardholder name, security code on the back of the card, and billing address. Make sure you have not reached the card limit or that the card is not currently under review by the bank. If your payment is still declined, we recommend that you try a different card or payment method after 24 hours. If the above instructions do not resolve the issue, please contact your bank or contact us with as much detail as possible about the situation and the error message so that we can assist you in resolving the issue.
Or you can contact us directly: e-mail: [email protected]
Q：How to protect the security of user payment information?
We take security very seriously and we do not process any of your payment information ourselves. All payment-related matters on our website are handled by PayPal and credit card companies.
3. Shipping and Delivery
Q：How much does it cost to ship my order?
- For all domestic orders within the contiguous United States:
• Orders less than $99 -- $5 ground shipping fee
• For orders over $99 -- free ground shipping
- For all international orders, shipping rates will vary depending on the shipping address, what is being shipped, and how quickly you expect to receive your package. International packages will need to be picked up by the customer at the nearest customs agency. You are responsible for paying any customs fees, which will be determined when you pick up your order.
- During your checkout, you may select the expedited delivery option if eligible. Expedited shipping and delivery availability and fulfillment depends on the destination and when the order is placed.
Q：How long do I have to wait to receive my package?
- Delivery Time = Processing Time + Shipping Time. Processing time varies by product, with some popular styles shipping within 24 hours, while special designer orders can take up to 3-10 business days. Shipping time depends on the shipping method you choose. For more information, please see the “Shipping & Delivery” section.
- International orders may take up to 6 weeks to arrive.
- Business days do not include weekends and/or holidays.
Q： My order shows that a shipping label has been created, what does this mean?
- When you receive a shipment notification email, you may see that the logistics tracking information shows that the label has been created and the carrier is in the “Waiting for Item” status. Your order has been handed over to the carrier, but it may take some time for them to update the logistics tracking information. Please allow 10 to 14 business days for this to happen and let us know if there is no further logistical progress within this timeframe.
- If you have any further questions about your order, please take these potential delays into consideration and email us at [email protected] for assistance.
Q：My parcel tracking information shows “Return to Sender”, what should I do now?
- If your package is returned to sender, it is likely that there is a problem with your shipping address that prevented the order from being delivered and the package will be returned to our warehouse.
- You have 30 days (from the date the package was returned to us) to contact us and claim the items. 30 days later, the items will be put back into stock.
Q：If I don't like the jewelry after receiving it, what should I do?
Don't worry. We are committed to a generous 30-day return policy. If you receive your package and don't like the jewelry, simply return it unused and in its original packaging. After we accept your return, a refund will be issued to your original payment account. Any promotional giveaways must also be returned with the returned item.
Q：What is the return policy?
We offer an easy, hassle-free 30-day return policy. If you are not satisfied with your purchase, you may return it within 30 days of the delivery date for a refund after we have received and inspected the returned item. If you would like to learn more, please review our 30-day return policy.
Q：How do I track my order?
After you complete your purchase, you will receive an email confirmation with delivery information. You can follow the instructions in the email to track your order.
4. Will my personal information be kept confidential?
We understand that privacy and security are of paramount importance and are fully committed to protecting your privacy. Information about our customers or visitors will not be disclosed to third parties except as part of providing you with a service - such as arranging for products to be shipped to you, conducting credit and other security checks, and for the purposes of customer research and user profiling, or with your explicit permission. For more information, please read our Privacy Policy in full.
Still need help:
Email: [email protected]