FAQ
Find Answers to Common Questions
We've gathered answers to the questions we receive most often to help make your shopping experience as smooth as possible. If you can't find what you're looking for, simply contact us using the form at the bottom of this page.
Orders
Can I cancel or change my order?
If you need to cancel or change your order, please contact us as soon as possible at support@olaty.com. We will make reasonable efforts to cancel or modify the order before it has been processed or shipped.
Once an order has been shipped, it cannot be cancelled, but eligible items may still be returned in accordance with our Return & Refund Policy.
Can I place an order without creating an account?
Yes. You can complete your purchase securely without creating an account.
How can I track my order?
Tracking information will be provided once your order has been shipped whenever tracking is available for your destination.
Shipping
How long will it take to receive my order?
Most orders are delivered within 8–10 business days from the date your order is placed. This estimated timeframe includes both order processing and shipping.
Delivery times are estimates and may vary due to customs inspections, carrier delays, national holidays, severe weather, or other circumstances beyond our control.
How much does shipping cost?
Free Shipping is available on all orders. There are no standard shipping charges added to your order at checkout.
Do you ship internationally?
Yes. Olaty® ships to customers in many countries around the world.
Will I have to pay customs duties or import taxes?
International orders may be subject to customs duties, taxes, or other import charges imposed by the destination country's customs authorities. These charges, if applicable, are the responsibility of the customer.
Products
What materials do you use?
The materials and finishes used for each product are clearly listed on its individual product page. Depending on the product and collection, our jewelry may include:
- Moissanite
- 925 Sterling Silver
- Gold Vermeil
- Rhodium-Plated finishes
- Gold-Plated Sterling Silver
- Gold-Plated Stainless Steel
- Gold-Plated Eco-Brass
- Gold-Plated Eco-Zinc Alloy
Is Olaty® moissanite jewelry GRA certified?
Yes. Olaty® moissanite jewelry is offered with GRA certification. Each moissanite product is shipped with its original GRA certificate, as specified on the individual product page.
For additional information about our materials and jewelry care, please review our Jewelry Guide.
How should I care for my jewelry?
To help preserve your jewelry's appearance:
- Store jewelry in a clean, dry place.
- Remove jewelry before swimming, showering, or exercising.
- Avoid contact with perfumes, lotions, household chemicals, and cleaning products.
- Wipe jewelry gently with a soft, lint-free cloth after use.
- Store pieces separately to help reduce scratches.
Will my jewelry look exactly like the product photos?
We strive to represent every product as accurately as possible. Slight variations in color may occur due to differences in lighting, monitor settings, and mobile screen settings.
Payments
Which payment methods do you accept?
We accept major credit and debit cards and other payment methods that may be displayed as available to you during secure checkout.
Is my payment information secure?
Yes. Payments are processed through secure checkout using industry-standard security measures. Olaty® does not directly store your full payment card details.
Returns & Order Issues
Do you accept returns?
Yes. If you are not completely satisfied with an eligible item, you may request a return within 30 days of delivery.
Eligible items must be unused, unworn, in their original condition, and returned with the original packaging and any accessories or documentation supplied with the product.
Eligible items may also be returned within the 30-day return period if you change your mind or select the wrong size, color, or item.
For complete eligibility requirements, exclusions, return shipping information, and refund procedures, please review our Return & Refund Policy.
Who pays for return shipping?
For voluntary returns, including change-of-mind returns or incorrect selections made during checkout, the customer is responsible for return shipping costs.
Olaty® will cover reasonable return shipping costs when the return results from our error or from a verified damaged, defective, or incorrect item.
Do you offer exchanges?
We do not currently offer direct exchanges. If you would like a different eligible item, you may return the original item in accordance with our Return & Refund Policy and place a new order.
What if my order arrives damaged, defective, or incorrect?
If your order arrives damaged, defective, or materially different from what you ordered, please contact us at support@olaty.com within 7 days of delivery.
Please include your order number and clear photographs showing the product and, where relevant, the packaging and shipping label.
Once the issue has been verified, we will provide an appropriate solution, which may include a replacement or refund.
What if my package is lost?
If a shipment is confirmed as lost in transit by the shipping carrier, please contact us at support@olaty.com. We will investigate the shipment and provide an appropriate resolution, which may include a replacement or refund.
Contact
How can I contact Olaty®?
If you have any questions before or after placing an order, you can complete the contact form below or email us at support@olaty.com.
Our support team typically responds within 8–10 business hours during regular business hours.