FAQs

How long will it take to process my order and receive my order?

Our delivery time includes processing + shipping time. Most of our products are handcrafted and will be shipped within 1 to 3 working days from the order date. The estimated shipping date varies from the shipping countries you selected and is provided on the item page. You can read our full shipping policy Here.

Once your order has been shipped, an email including your tracking number will be sent to you.

If you have any questions about your delivery or you need to update your details, please contact us.

 

When will my tracking information appear?

You should see tracking events within 24-48 hours after you have received the tracking number/ID. The reason for this time lag is that the courier services do take some time to update the status of the order.

 

What payment methods can I choose?

We accept all major payment methods, including VISA, Mastercard, PayPal, Amex, Shop Pay, Apple Pay, Google Pay. Unfortunately, we are unable to accept payment via cash on delivery (COD) or bank transfer. To make a payment, click on the “CHECKOUT” buttons in your shopping cart. Then, you could choose the payment method from there.

 

Do we ship worldwide?

We sure do! Please visit our Shipping page for more information. 

 

How do I change my shipping address? 

To change your address before an order has shipped, please email us at tothedarkshines@gmail.com or contact us. Please provide your order number and correct shipping address for us to change for you as soon as possible. If your order is already dispatched to you, unfortunately, we cannot change the shipping address for you from our end. Please find the shipping details and contact our service team and we will provide solutions for you or if you may pick up the parcel at the original address.

 

I would like to cancel my order. How do I do that?

Unfortunately, we cannot change or cancel orders after they have been placed. We start working on orders right away as soon as they are placed and confirmed. Please double check your order as well as input any discount code you would like to use before placing your order. We cannot make any updates or discount code updates after the order is placed. We apologize for the inconvenience. Please email tothedarkshines@gmail.com if you have any questions. 

 

How to find a missing package that shows as delivered?

Most parcels arrive on time. Occasionally the tracking may show as delivered, but you don't have your parcel. If the tracking for your parcel shows it as delivered, but you haven't received it, please try the following:

1. Please confirm the address you submitted is correct.

2. Look for a notice of attempted delivery.

3. Look around the delivery location for your package. See if someone else in the house accepted the delivery.

4. Your parcel may have been left with a neighbor or in a safe place like a porch or garage.

5. Please contact your local post office to check if your package is lost. If so, please ask them for a file document to prove it.

 

What if the order is lost or damaged?

Please contact our customer service team and provide your order number. We will be happy to assist you.

 

 What materials are your pieces made of?

All our jewellery is made from either 925 Sterling Silver, and Moissanite Stone. All our jewellery is Nickel & Lead free and Hypoallergenic.

All materials used for each piece is listed under each product ‘Jewelry Details & Care’.

For more information about how to care for our jewellery, please see product care.

 

Do TheDarkShines items come with gift boxes?

Of course! Our products make great gifts, and we love providing you with a gift box to make your purchase extra special. We provide complimentary gift boxes with every online order. In addition to this, we are happy to provide a gift card with a handwritten message. If you would like to include this option, simply write us a note when you check out.

 

 I received my item, but it did not look like what I expected?

We are sorry to hear that your order is not to your taste. We are happy to offer you to exchange the item for another same-priced product, but first, please provide us with some clear item photos of the item you received. When contacting us, please make sure your message includes the following details so that we can assist you in the best possible way:

1. Order number

2. Some clear photos of the item received

3. Feedback on the item

4. Link of the product that you would like to exchange.

 

I'm missing an item from my order, what should I do?

We're sorry to hear that an item is missing!! Please check your order details on your order confirmation to ensure that the details are correct and as you ordered. We may have sent your items in separate parcels, so please check your orders to see if any of your items will be arriving separately. If your order has been sent in different parcels, each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to ensure you're not missing anything. If an item is missing, please contact our customer service team with your order number, the missing item's name, and a link to the item page if you have it. We will resolve this issue for you as quickly as we can.

 

I received an incorrect item, what should I do?

We are sorry to hear that your order is faulty! If this occurs, we will do our best to sort this out right away. Please check your order details to ensure that the order was placed correctly. If the mistake is ours, we are happy to rectify our mistake and offer a free replacement item for you. We will assist you with any issues, please don’t hesitate to contact our customer service team and include Your Order Number, photos of the incorrect item. Rest assured that we will resolve this issue for you as quickly as we can.

 

Return policy (30 Days Return)

If you are unsatisfied with your product, don't hesitate email us at tothedarkshines@gmail.com or contact us. We would be happy to exchange it for another product of the same price according to our 30 days of Return Policy. Your original item needs to be returned so that we can arrange a new production. Please contact our customer service team for the return address. And please provide us with the Tracking Number and Receipt of your return parcels. If the new item you have chosen has a different price to your original item, you will be sent either a Price Difference order or a refund, whichever is appropriate. Please get in touch with us if you are not satisfied with the solution provided. Our customer service will assist you with alternative options.

 

How long will it take to process the refund?

It usually takes around 3-5 business days for our team to process the refund. Please check your account a few days later after it is initiated. Thank you for your patience.

 

Will you refund to my original account or another account?

The refund will be returned to the original account you used to pay for the order.

 

Is it safe to place an order online?

TheDarkShines uses a variety of security precautions to protect your personal information from unauthorized use. We use the latest security technologies, including data encryption, server authentication, message integrity, SSL certificates, and trust waves – just like keeping your PayPal and credit card information in a bank vault. We assure you that our website is safe, and we have implemented the most advanced security measures. Customer safety and privacy are always our top priorities.

 

Can I use multiple discounts and coupon for the same purchase?

No, we only accept one discount per purchase - thanks for understanding!

 

What should I do if I'd like to stock TheDarkShines products in my store?

This is so lovely to hear! We are always aiming to expand the range of stores we stock to, and we are always open to making new connections. Feel free to contact us, and we would be more than happy to provide you with further information.