FAQ

Orders

How do I place an order?

Add your pieces to your bag, select the bag icon and check out. You'll receive an order confirmation email as soon as payment goes through.

Can I cancel or change my order?

We prepare orders quickly, so email support@lovms.com as soon as possible with your order number. We can usually cancel or change an order if it hasn't been dispatched. Once it has shipped, you can return it under our Refund Policy.

I didn't receive a confirmation email. What should I do?

Check your spam or promotions folder first. If it isn't there, email support@lovms.com with the name and email address used at checkout, and we'll look it up.

Do I need an account to order?

No. You can check out as a guest. All order updates are sent to the email address you use at checkout.

What do the order statuses mean?

Status	What it means
Processing	We've received your order and are preparing it. This takes 1–3 business days.
Shipped	Your order is on its way. A tracking number is emailed to you. Tracking can take up to 48 hours to show movement.
Delivered	The carrier has marked your parcel as delivered.

Do you offer gift packaging?

Every order arrives in LOVMS packaging.

Shipping & duties

Where do you ship?

We currently ship within the United States. Shipping to other regions will be announced here and shipping options and rates are shown at checkout.

How much does shipping cost?

Destination	Order subtotal	Standard shipping	Delivery time
United States	$75 and over	Free	3–6 business days after dispatch
United States	Under $75	$8	3–6 business days after dispatch

Shipping fees are based on the order subtotal before taxes and discounts.

How long will my order take?

Orders are processed within 1–3 business days. US delivery then takes 3–6 business days after dispatch. Times exclude weekends and holidays, and carrier delays can occasionally happen.

Where do you ship from?

Orders ship from our fulfillment partner in Shenzhen, China.

Will I pay customs or import fees on a US order?

No. US orders ship Delivered Duty Paid (DDP). We prepay import duties, and they're included in our prices, so there's nothing to pay at delivery. US sales tax, where applicable, is calculated at checkout.

How do I track my order?

We email a tracking link when your order ships. If tracking hasn't updated for 7 business days, email support@lovms.com and we'll follow up with the carrier.

Can I change my shipping address?

Email us right away. We can update the address if the order hasn't been dispatched. Once a parcel is in transit, we can't redirect it.

My parcel says delivered but I can't find it.

Check with neighbors and around your building, then wait one business day, since carriers sometimes mark parcels delivered early. If it still hasn't turned up, email support@lovms.com and we'll open an investigation with the carrier.

See our Shipping Policy for full details.

Returns & exchanges

What is your return policy?

You can return unworn items in their original packaging within 30 days of delivery.

How do I start a return?

To start a return, email support@lovms.com with your order number. We'll reply with the return address and instructions. Please don't send anything back before you receive them.

Who pays for return shipping?

The customer pays return shipping, unless the item arrived damaged, defective or wasn't what you ordered. Original shipping fees are non-refundable.

When will I get my refund?

We issue refunds to your original payment method within 5 business days after your return is received and inspected. Your bank may need a few more days to post it.

Can I exchange for a different size or style?

Yes. Mention the size or style you want when you email us, and we'll ship it once your original item is received and inspected, subject to availability.

What can't be returned?

• Worn, resized, altered or damaged items
• Items without their original packaging
• Earrings that have been worn
• Gift cards and final-sale items

My item arrived damaged or isn't what I ordered.

Email support@lovms.com within 7 days of delivery with your order number and photos. We'll send a replacement or a full refund at no cost to you.

Materials

What is 925 sterling silver?

It's 92.5% pure silver alloyed with other metals for durability. It's the base metal of every LOVMS piece.

Which pieces are gold plated?

Gold-plated styles are labeled "gold plated" in the product name or details. The gold is a thin layer over sterling silver.

Will gold plating wear off?

Over time, yes. Plating is a surface layer, and friction, water, sweat, lotion and perfume all speed up wear. Following our care guide helps it last.

Does sterling silver tarnish?

Silver naturally darkens when exposed to air, moisture and certain chemicals. It's normal and can be polished off with a silver polishing cloth.

Will my jewelry turn my skin green?

Sterling silver contains a small amount of other metals. In some people, sweat, lotions or humidity can cause slight skin discoloration. It washes off. Keeping your jewelry clean and dry helps prevent it.

Is your jewelry suitable for sensitive skin?

Everyone's skin is different, so we can't promise any piece will suit everyone. If you have a known metal allergy, check with a medical professional before wearing it, and remove any piece that causes irritation.

Moissanite

What is moissanite?

Moissanite is a gemstone made of silicon carbide. Natural moissanite is extremely rare, so jewelry moissanite, including ours, is lab-created. It's known for strong brilliance and fire and scores 9.25 on the Mohs hardness scale.

Is moissanite a diamond?

No. They're different minerals with different properties. See our honest Moissanite vs. Diamond comparison.

Will moissanite get cloudy or lose its sparkle?

Moissanite's brilliance comes from the stone itself, so it doesn't fade. Lotion, soap and skin oils can build up on the surface and make it look dull. A gentle clean brings the sparkle back.

Do your stones come with a certificate?

Only where the product page says so. If the page doesn't mention a certificate, the piece doesn't include one.

Sizing

How do I find my ring size?

Follow the steps in our Size Guide. You can measure your finger with a strip of paper or measure a ring that already fits.

What if I'm between sizes?

Choose the larger size, especially for wide bands.

What if my ring doesn't fit?

Unworn rings can be exchanged for a different size within 30 days of delivery, subject to availability.

How do I choose a necklace or bracelet length?

Our Size Guide shows where each necklace length sits and which bracelet length fits your wrist.

Care

Can I wear my jewelry in the shower or pool?

We recommend taking it off first. Chlorine, salt water and soap can dull silver and wear down plating faster.

How do I clean my pieces?

Wipe them with a soft, dry cloth after wearing. For moissanite, use warm water, a drop of mild soap and a soft brush, then dry thoroughly. Full tips are in Material & Care.

How should I store my jewelry?

Store each piece separately in a dry place. An airtight pouch helps slow tarnish on silver.

Payments & pricing

Which payment methods do you accept?

We accept the payment methods shown at checkout, which may include major credit and debit cards and digital wallets. Payments are processed securely through Shopify.

What currency are your prices in?

All prices are in US dollars (USD). For US orders, import duties are already included. Applicable sales tax is calculated at checkout.

Will my bank charge extra?

We don't charge any fees beyond your order total. Some banks add their own foreign transaction fees. Check with your bank, as we can't refund those fees.

Can I use a discount code?

Enter it at checkout. Only one code can be used per order, and codes can't be applied to past orders.

Still have questions?

Email support@lovms.com or use our contact form. We reply within 1–2 business days.