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 request a cancellation or make changes to your order, please contact us as soon as possible. Once production or shipping has begun, changes or cancellations may no longer be possible.
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 timeframe includes order processing, preparation, and shipping.
Please note that delivery times are estimates and may vary due to factors beyond our control, such as customs inspections, carrier delays, holidays, severe weather, or other unforeseen circumstances.
Do you ship internationally?
Yes. We proudly ship 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 depending on your country's regulations. These charges, if applicable, are the buyer's responsibility.
Products
What materials do you use?
Material information is clearly listed on every product page. Depending on the collection, our jewelry may include:
- Moissanite
- Sterling Silver
- Gold Vermeil
- Stainless Steel
- Gold-Plated Eco-Brass
- Gold-Plated Eco-Zinc Alloy
How should I care for my jewelry?
To help preserve your jewelry's beauty:
- Avoid prolonged contact with water.
- Remove jewelry before swimming or showering.
- Avoid perfumes, lotions, and household chemicals.
- Store your jewelry in a clean, dry place when not in use.
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 monitor and mobile screen settings.
Payments
Which payment methods do you accept?
We accept secure payments through Stripe / Shopify Checkout, including major credit and debit cards, along with additional payment methods available in your region during checkout.
Is my payment information secure?
Yes. All payments are securely processed through Stripe / Shopify Checkout using industry-standard encryption technology. Olaty does not store your payment information.
Returns & Order Issues
Do you accept returns or exchanges?
Please review our Shipping & Returns page for the most up-to-date information regarding returns, exchanges, and order issues.
What if my order arrives damaged or incorrect?
If your order arrives damaged, defective, or you receive the wrong item, please contact us promptly with your order number and clear photos of the issue. We'll work with you to resolve the matter as quickly as possible.
Contact
How can I contact Olaty?
If you have any questions before or after placing an order, simply complete the contact form below. Our support team typically responds within 2–3 business hours during regular business hours.