FAQs

Where is my order?

We know you can’t wait to start wearing your new The Dark Shines goodies, and we can’t wait to get them to you! However, as we are a small business, please allow us 1-3 days to process your order, starting from the order confirmation date.

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

Whilst the majority of parcels are arriving on time, you may experience some delays due to the impacts of COVID-19.

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 48-72 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 options do we accept?

We accept VISA, Mastercard, PayPal, Amex, Shop Pay, Apple Pay, Google Pay.

 

What materials are your pieces made of?

All our jewellery is made from either 925 Sterling Silver, Stainless Steel or Brass and plated with 14k, 18k or 24k Gold. All our jewellery is Nickel & Lead free and Hypoallergenic.

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

Please note everyone's skin produces natural oils which can react differently to certain metals and plating. We are not responsible for any reaction you may have to our products.

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

 

 

Do we ship worldwide?

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

 

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.

 

 

What if my parcel gets lost in the mail?

While we aim to do everything we can to ensure you receive your products safely and on time, we know that unforeseen issues can occur within the delivery system. To ensure that you receive your parcel, we double check that your shipping address is 100% correct, and we add a tracking number to stay updated.

If your parcel doesn't arrive on time, we ask that you contact the courier service directly to enquire about your missing parcel, and reference the tracking number. If you do not eventually receive your parcel, we suggest that you ask the courier for compensation for the lost parcel (this could be a percentage of what the lost parcel was worth).

 

What if the earrings I purchased are faulty?

First of all, we are so sorry! We always aim to ensure that our products in perfect condition when distributed, and it is so disappointing that your item isn't up to this standard.

Follow the returns process and attach a photo of the fault. If still in stock we’ll replace the item for you otherwise we’ll issue a refund upon receiving your return. Please be sure to contact us regarding any faults within 10 days of receiving your product, and if we are at fault we provide you with the best possible solution, as soon as possible.

 

Do The Dark Shines 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.

 

Can you 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 The Dark Shines 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 info.