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Frequently Asked Questions

About Brand

Q: Where is your company located?
A: Our main office is in Los Angeles, California, while design and manufacturing are headquartered in Hong Kong, and our warehouses are in Malaysia, Singapore, Guangzhou, etc. Which can help us deliver faster.

Q: Do you have any retail locations?
A: In order to eliminate the extra costs associated with physical storefronts (rent, insurance, staff), we currently only have an online store. You can safely and easily place your order directly online.

Q: Is this a legit company? Is this a reliable site for purchasing?
A: Please, rest assured that our company is both legal and formal. Sterlla.com has been verified by Norton Secured Seal and using HTTPS security protocol. You can pay via PayPal for your order and your payment will be safeguarded. Moreover, you can also lookup for real life pictures from our gallery or Facebook page. So we are legit and safe to use.

About Products

Q: What materials are your products made from?
A: Most of our rings beads and charms are made of 925 sterling silver and alloy material. Since there are a lot of items featured, they are made of different materials, such as 925 Sterling Silver, 14K Gold plated, 18K Rose Gold plated. Generally speaking, you can identify the material from the items description.

Q: Does your jewellery tarnish, rust or change colour?
A: The colour may become a bit darker than before as you wear it, but will not rust or fade.

Q: Can I wear it while swimming or bathing?
A: In order to maintain the gloss of the jewellery, we suggest you not to wear it under a humid environment for a long time.

Q: Does the chain length include a pendant?
A: The chain length does not include the length of the pendant.

Q: Are all items made from pure silver or gold?
A: Pure silver and gold are usually too soft for jewellery, prone to scratching and wear. It is therefore alloyed (mixed with other metals) to improve its durability, and make the gold more affordable and also makes different colour combinations possible. Sterling silver is the world’s most popular silver alloy. Sterlla jewellery is made from 925 sterling silver, uses 14k yellow or rose gold plating and coating on select 925 sterling silver pieces giving them an attractive finish.

Q: How can I add a birthstone or crystal to my jewellery?
A: We can add a birthstone/crystal or a diamond to most items on the available options of the product order page.

Q: How can I order jewellery with special characters, such as numbers, punctuation marks?
A: We can produce the most special characters like @, &, $, etc, ... You can enter all special characters when placing your order.

Order & Payment

Q: What payment methods do you accept?
A: We currently accept payment via all major Credit Cards, Paypal, Western Union & Bank Transfer. If your payment isn't shown at the checkout page, please contact us.

Q: How do I make changes after my order has been placed?
A: As you know, we begin customizing your jewellery immediately after you paid. If you want to change or cancel an order, please contact us or refer to our cancellation clause in return/exchange policy as soon as possible. If it’s after business hours, leave us a clear and detailed message with your name, phone number, and your order number (if available) via email [email protected].

Q: How will I know if my order has been shipped?
A: As soon as your order leaves our warehouse, our system automatically sends you a shipping confirmation email with your tracking number. Click on the tracking number and you can access to-the-minute location information.

Q: How do you secure my payment information?
A: We are using HTTPS security protocol sitewide and do not process any of your payment information ourselves. Meanwhile, we recommend you to use PayPal.

Q: Is my personal information kept private?
A: We are totally committed to protecting your privacy. We will not disclose information about our customers or visitors to third parties except where it is part of providing a service to you. 

Q: How can I get a discount or coupon code?
A: When you subscribe to our newsletter, you will get deals and special offers sent to your email, as well as updates on our upcoming promotions. To save even more, you can visit our banner at the front page for details. If you need further assistance, please contact Customer Service Representatives and we will assist you with your request.

Shipping & Return

Q: Where do you ship to? How much of the shipping cost?
A: We can ship our products to every place in the world with international logistics. The rates and shipping time differs from country to country, please visit Shiping & Delivery page for more information.

Q: How long until I receive my jewellery?
A: Total Delivery Time= Processing Time + Shipping Time
Processing time differs from product to product. Usually, it may take up to 4-6 business days. Shipping time depends on the shipping method you selected.

Q: Will I have to pay customs duties, taxes or other fees?
A: You will not be charged with any consumption tax. However, you may need to pay the customs duties by yourself.

Q: What if I DON'T like my jewellery after receive it?
A: DON'T worries about it. We promise an easy 30 days return policy. If you don't like the jewellery unused and in its original packaging. Please contact us first and return it as instructed. Upon acceptance of your return, the funds will be issued to your original payment account. Any promotional gifts must also be returned with your returned item.