Frequently Asked Questions

We put together a list of our most frequently asked questions to help answer some of the questions you may have! If you need additional assistance or have any other questions, please email us at (Monday - Friday) We are happy to answer all questions you may have!

Shipping & Delivery

How much will it cost to ship my order?

For all orders within Europe:

All orders - FREE shipping via Post


Premium DHL Express shipping - €19 (for orders below €150)

Orders over €150 - FREE Premium DHL Express Shipping

For all international orders, the cost of shipping will vary depending on where you are shipping to, what is being shipped and how quickly you wish to receive your package. International shipments require the customer to claim their package at the nearest customs facility. You will be responsible for paying any duty fees, which will be determined upon pick up of your order.

As you checkout, you will have the option to select expedited options, if you are eligible. The availability and fulfillment of expedited shipping and delivery depends on the destination and the time the order is placed.

To which countries do you ship?

We ship worldwide, and you can find more information on shipping in the Shipping section of our website.

What delivery service do you use?

We use local delivery services for local deliveries. But we also offer DHL Express shipping.

Rest assured that we always strive to use the most reliable and efficient delivery methods to ensure your order arrives promptly and in good condition.

How long will it take to ship my order?

All orders are processed Monday - Friday only (excluding public holidays). We ship all orders within 5-10 days of receiving your order confirmation, provided the selected item(s) are in stock. Should the item(s) not be in stock, we will inform you via email within 48 hours after receipt of order confirmation.

All orders ship from Malta. Once your order has been shipped, you will receive a shipping notification via email with tracking details.

How can I track my order?

Once your order is ready for shipment, we'll send you an email with a tracking number.

Please note that logistics tracking codes may take 24 to 48 hours to synchronize before you can track your order.

Why is my order late?

Usually, your order should arrive at your destination within X-X days if you chose DHL Express shipping or 20-25 days if you chose free shipping.

However, there may be delays during sales periods and public holidays, as well as due to weather, customs clearance, or festivals.

Why is my shipment’s tracking information not displaying or updating?

There are several reasons why you may not see updates on your shipment's tracking information.

Sometimes, the logistics company may change the tracking number or experience delays due to unforeseen circumstances such as strikes or other issues.

If you encounter this situation, please contact us promptly at, and we will assist you with your inquiry.

Why was my parcel returned to sender?

If you received a notification that your parcel has been returned, there are likely several reasons why this happened.

Please double-check that your shipping address and phone number are correct.

As the recipient, you can contact the customer service number of the logistics carrier in your country or inquire at your local post office about the status of the parcel.

Do I need to expect any additional customs or import fees to receive the jewelry in my country?

International orders may be subject to local charges. Any customs or import duties are charged once the parcel reaches its destination country.

*** These charges must be paid by the recipient of the parcel.***

We have no control over these charges and cannot predict what they may be. SunSoulJewellery cannot be held responsible for any additional charges on your order, nor can we accept a return of the order in this case.

Customs policies vary widely from country to country, so please contact your local customs office for further information.

SunSoulJewellery will not process any refunds on returning parcels that have been sent back initiated by the shipping company because a customer refuses to pay for potential customs clearance.

Payment & Checkout

How to use coupon code?

To use a coupon code, simply copy the code and add the product to your shopping cart.

Then, click on "check out" and enter the code in the "gift card or discount code" field.

Finally, click "apply" and "continue shopping" to complete your order.

What payment methods can I use?

We accept various payment methods, including Credit Cards, Debit Cards, PayPal, Apple Pay and Google Pay.

What currency do you use?

All the prices on our website page are based on USD and can be indicated in EUR, GBP, IDR, AUD, NZD, ANG, SGD, depending on your location.


Can I cancel or change my order?

You can cancel or change your order by contacting us at immediately.

However, once your order is packed and shipped from our warehouse, we can't cancel or change it, and there will be no refunds.

Have a question about your order?

Contact to check the status of your order or for any outstanding questions.

Please include your order confirmation number so that we may better assist you.


Do you offer personalized bracelets?

Yes, we offer personalized bracelets, made specifically for you.

You can read more about the process here > or contact our customer service or for more details.

Returns & Refunds

What is the return policy?

We offer a 14-day Satisfaction Guarantee, which means you can return an item for a full refund if you're not satisfied with it.

For more information on our return policy, please visit Return Policy page

How can I return my order?

To return an order, please contact us at with your order number and the reason for the return.

You can find more information on our return policy in the Refunds & Returns page.


Shipping charges on orders are not refundable.

Damaged Items

If you receive an item that is damaged or defective, please contact customer service immediately. All damages must be reported to our customer service team within 14 days of receiving your product.


Once we receive your return, and it has been processed, we will refund your original method of purchase.

Please note, returns do take us 3-10 business days to process upon reaching our facility to process.

Refunds can take several business days to reflect on your credit card account. This varies depending on your financial institution.

Repair & Warranty

What is your warranty policy?

SunSoulJewellery offers a warranty of 90-days. If your jewelry breaks within 90 days of purchase, SunSoulJewellery will honor a one-time replacement of that piece (or one of equivalent value if the item is out of stock) due to a production defect.

Please email a photo of your piece to within that time period.

Then, we will send you an entirely new piece. Please note that it may take 5-10 business days for your replacement piece to ship out.

For more information on our warranty & repair, please visit our Warranty page.

How can I request for warranty or repair services?

If you need to request a repair, please contact us at, and we'll be happy to assist you.

For more information on our warranty & repair, please visit our Warranty page.

Products & Materials

What is your jewelry made of?

Our bracelets are handmade with love in Cyprus.

All of our jewelry is made from the highest quality materials and finished with an anti-tarnish coating.

Our bracelets are made from natural & certified gemstones beads and variety of materials including 925 recycled silver, 18kt plated rose or yellow gold and stainless steel. Gold plated jewelry consists of a very thin layer of gold applied to a base metal such as silver or stainless steel.

How do I measure my bracelet size?

Please take a moment to determine your correct bracelet size to avoid any disappointment upon receiving your order.

Please find further information in our Bracelet Size Guide.

Are bracelets made from natural rocks?

Yes, all our bracelets are made from natural rocks.

Please note that the color of each bracelet may slightly vary from the pictures, as they are made from natural rocks.

Clean & Care

Can I swim/shower with my jewelry on?

We recommend always removing your jewelry before swimming, bathing, doing household chores or other strenuous activities, exercising or when using abrasive cleaners.

This will ensure that your plating lasts for as long as possible and your jewels will stay clean and sparkly.

Crystals in particular, will dull if exposed to chlorine or salt water.

How do I care for and clean my SunSoulJewellery?

We want you to look and feel amazing in our jewelry and help you keep it in great condition, for its energy and vibration to last.

Follow these tips to keep your jewelry looking great and to increase its longevity.

For more information on how to clean & care for your jewellery please visit our Cleaning & Care page.

Other Questions

Do you have physical stores?

Currently, we operate exclusively online.

Is my personal information secured?

We take data privacy and security seriously, and we'll never share your personal information with any third parties. You can trust that your information is safe with us.