1. Gemstones Related
1.1 Will the stones fall out easily?
No, each gemstone is securely set using professional jewelry techniques. However, over time, daily wear can cause the prongs to loosen slightly. We recommend having your piece inspected by a local jeweler every 6–12 months to ensure the stones remain secure and the setting stays in perfect condition.
1.2Are your gemstones natural or lab-grown?
We use both natural and lab-grown gemstones. The exact gemstone type is clearly stated on each product page.
1.3 Will the gemstone in my jewelry look exactly like the product photos?
Natural gemstones vary in color, clarity, inclusions, and internal patterns, so each stone may look slightly different from the photos. These variations make every piece unique.
1.4 What is the difference between black diamond, black moissanite, and salt and pepper diamond?
Black diamonds have a deep, usually opaque appearance. Black moissanite offers a more uniform dark color at a more accessible price. Salt and pepper diamonds feature visible inclusions and distinctive natural patterns.
1.5 Will gemstones lose their shine, and how should I care for them?
Oil, lotion, soap, and dust can make gemstones appear dull. Clean them gently with a soft cloth and avoid impacts, harsh chemicals, and abrasive cleaners.
2. Metal Material
2.1 How should I choose the right metal for my jewelry?
- Sterling Silver: An accessible choice for lighter or occasional wear, with a little more routine care.
- 14K Gold: Our recommended all-around choice for everyday jewelry, balancing durability, gold content, and price.
- 18K Gold: Ideal if you prefer a higher gold content and a richer, more luxurious feel.
- Platinum: A dense, durable, naturally white option often chosen for long-term wear or sensitive skin.
For an engagement ring or a piece you plan to wear often, we generally recommend 14K gold or above.
2.2 Are your metals hypoallergenic?
Yes, most of our metals, including 14K/18K gold and platinum, are naturally hypoallergenic. However, standard white gold contains nickel in its alloy, which may irritate sensitive skin. We offer a nickel-free white gold option for an additional $50, providing the same bright appearance with enhanced comfort for those with allergies.
2.3 What is Noirva’s black jewelry made of?
Noirva’s black jewelry is available in different base metals. Black Silver is made from sterling silver with a black electroplated finish, while 14K, and 18K Black Gold are made from solid gold in the selected karat with the same type of dark surface finish. “Black” describes the exterior color, while the selected metal option tells you what the piece is made from underneath.
2.4 Is black gold real gold?
Yes！14K, and 18K Black Gold are made from solid gold in the selected karat. The black color is achieved through a specialized electroplated surface finish applied over the gold.
2.5 Will Black Gold lose its luster over time?
With proper care, Black Gold can retain its rich, dark appearance beautifully. Frequent friction may gradually lighten the finish, especially on rings.
2.6 How often does black gold need to be replated?
There is no fixed schedule, as wear depends on the jewelry type, how often it is worn, and how it is cared for. As a general guide, we recommend professional replating every 12 to 24 months, or whenever the black finish begins to noticeably lighten.
2.7 How should I care for my black gold jewelry?
Keep it away from water, perfumes, lotions, and harsh chemicals. Remove it before showering, swimming, exercising, or doing hands-on work. After wearing, gently wipe it with a soft, dry cloth and store it separately in a soft pouch.
3. Shipping & Delivery
3.1 Where do you ship to?
We ship worldwide! No matter where you are, we’ll do our best to make sure your jewelry reaches you safely. Please note that shipping times and available courier options may vary depending on your location.
3.2 How much does shipping cost?
Shipping is free within the United States. For international orders, the shipping fee typically ranges from USD $40 — $100, depending on the destination. You can estimate the exact shipping cost directly in your cart before checkout.
Please note that some countries may charge customs duties or import taxes, which are the customer’s responsibility.
3.3 How long will it take to receive my order?
Each piece is made to order, so it takes time to craft before shipment. The production time will correspond to the option you selected on the product page. Once your order is ready, delivery typically takes 2–7 business days, depending on your location. You’ll receive an email with tracking information once your package is on its way.
3.4 How can I track my order?
Once your order has shipped, you’ll receive an email that includes your tracking number and a link to follow your shipment’s progress. You can also log into your account to view the latest shipping updates anytime.
3.5 What should I do if my package is delayed or lost?
If your package appears to be delayed, please first check the tracking link for any related notifications. In any case where your package is delayed or lost, you are welcome to contact us at info@noirva.com. Our team will help investigate with the carrier and make sure the issue is resolved as quickly as possible.
4. Returns & Exchanges
4.1 What is your return policy?
We hope you are enjoying your purchase, but if you are not fully satisfied for any reason, we are here to help with a return or refund. For detailed information, please refer to our exchange & refund policy.
4.2 How do I request a return or exchange?
To start a return, please contact our customer service team with your order number and reason for return. Once approved, you’ll receive detailed instructions.
4.3 I heard customized items can’t be refunded, what if the item is defective?
While pieces with customized requirements are not eligible for refund as they’re made uniquely for you, if your custom piece arrives with a defect or an issue caused by us or the shipping process, we will absolutely stand by your side. Simply get in touch with our customer service team for help.
4.4 Do I need to pay for return shipping?
Return shipping costs are the customer’s responsibility, unless the return is due to a confirmed defect or mistake on our part. In those cases, we’ll provide a prepaid return label or reimburse the shipping costs to make sure everything is handled smoothly.
5. Warranty
5.1 What is your warranty policy?
Our warranty covers any manufacturing defects in materials or craftsmanship for 1 year from the date of delivery. For detailed information, please refer to our warranty policy.
5.2 What’s not covered under the warranty?
Our warranty does not cover normal wear and tear, accidental damage, loss, or issues caused by improper care. For example, exposure to harsh chemicals, extreme pressure, or issues caused by resizing with a third party.
5.3 How can I request a warranty repair?
If you believe your piece qualifies for warranty service, please contact us with your order number, a short description of the issue, and clear photos of the item. Our team will review the case and provide the next steps, including a return label if applicable.
5.4 Do you offer replating or paid repair services after the warranty expires?
Yes! Even after the warranty period, we provide replating or other repair services, with a fee that depends on the difficulty. Feel free to contact us with a short description; we’ll be happy to share our insights and guide you through the process.
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