FAQ
If you don’t see the information you’re looking for in our list of questions below, feel free to reach out to us at info@hanabigems.com!
Product
What is your jewelry made of?
All of our chains are gold-filled! We chose to use gold filled because it allowed us to offer top-of-the-line quality at an affordable price! The thick outer layer of gold (5% gold by weight) makes it highly durable and safe for people with allergies or sensitive skin. It is hypoallergenic, tarnish resistant, and made to last!
For our charms, all of them are made of stainless steel and goes through a gold PVD coating process which is 10x stronger than standard gold or silver plating, making it waterproof!
What is PVD coating?
PVD stands for Physical Vapor Deposition. Without going into too much details, gold PVD coatings are made by using a special technique that coats stainless steel with a layer of vacuum-processed gold. It’s very durable and long-lasting. It doesn’t fade, tarnish or discolor. It’s also hypoallergenic too!
So unlike ordinary pieces, you can wear your PVD jewelry even in the harshest of conditions, and it will always look as good as new.
Fun Fact: It is an environmentally friendly option since they don't release harmful chemicals during the coating process :)
Are your jewelry suitable for sensitive skin?
Please rest assured that our jewelry is safe for sensitive skin. With our gold-filled chains and stainless steel charms with PVD coating, our jewelry is hypoallergenic!
A product I want is out of stock!
We're sorry to hear that!
Please sign up for our mailing list and you will be the first to be notified when it is back in stock!
Feel free to follow us on our socials as well! We will be posting updates religiously!
Can I request for a charm to be made from my favorite anime?
OF COURSE! We will occasionally have polls up on our socials to ask for our community feedback and requests on the charms!
Please also feel free to email us or DM us on Instagram and let us know what you have in mind! We would love to hear from our Hanabi family!
Are you planning to introduce silver pieces?
Yes, we are! We're currently developing a silver collection. We're dedicated to ensuring top-notch quality before launching. Join our mailing list and stay tuned to our social media channels for updates!
Can we expect other jewelry pieces like earrings and necklaces from you?
Yes!! In addition to our silver collection, we're gearing up to introduce a lineup of earrings and necklaces featuring our current charms. Join our mailing list and stay tuned to our social media channels for updates!
Shipping & Orders
Do you ship internationally?
At the moment, we only ship to the US and within Canada.
We are working hard to have shipping available worldwide!
When will my order be processed?
All orders are processed and shipped within 1-2 business days. You will receive a shipping notification once your order leaves our postal office.
How can I track my order?
You can track your order with the tracking information provided in your shipment notification email.
Can I change/cancel my order?
Please send an email ASAP to info@hanabigems.com. If the order was not shipped out, we may be able to update it.
Please note that as our team is constantly making efforts to get your order dispatched as quickly as possible, we may not be able to update your order upon request, either on items or delivery details.
Can I change my delivery address?
Please email us at info@hanabigems.com immediately and we will try our very best to update your delivery address!
Kindly note that as our team is constantly making efforts to get your order dispatched as quickly as possible, we’re unable to guarantee changes to the delivery address. Once the order is shipped, we at Hanabi Gems will be unable to change the delivery address.
Payment
What currency is your store in?
All payments on our website are processed in either CAD or USD, depending on your location!
What payment options do you accept?
We accept the following payment methods:
- - Credit Card
- - Debit Card
- - Apple Pay
- - PayPal
- - Afterpay
Return & Exchanges
What is your return policy?
At Hanabi Gems, we hope that you are in love with our jewelry as much as we love designing them for you. However, for whatever reason you wish to make a return, please note that we are happy to offer a 30-day return policy on items that are unworn and in original packaging.
All returns must be requested within 30 days of delivery by contacting info@hanabigems.com.
Please note shipping charges for returned items are at the customer's expense. We suggest a tracked service, as packages lost in transit are not our responsibility.
All refunds will be applied to the form of payment used in the original order. We do not offer refunds on original shipping fees. Please allow up to 5 business days for your return to be processed.
What is your exchange policy?
Hanabi Gems is happy to offer a 30-day exchange policy on items that are unworn and in original packaging. All exchanges must be requested within 30 days of delivery by contacting info@hanabigems.com.
Please note shipping charges for returned items are at customer expense. We suggest a tracked service, as packages lost in transit are not our responsibility.
Returning defective items?
If you receive a defective piece, please reach out to our Customer Support Team at info@hanabigems.com.
It is mandatory that you provide photos or videos showing the faulty item. If our team is able to verify the issue, we will provide a free repair or exchange of the item.
We are not responsible for lost items, either within the exchange period or after.
Do you have a warranty?
We understand that with our fast-paced lives, accidents can happen at school/work! With that said, we've got your back! This means that 6 months from the date of purchase, we’ll take care of your product if any damage to the material or the workmanship of the jewelry occurs.
The warranty also covers broken chains. It is mandatory that you provide photos or videos showing the broken chain. If our team is able to verify the issue, we will provide a free repair or replacement of the item at a small fee.
Please note that the warranty does not cover lost items or scratches that come with normal wear and tear.