FAQs

You’ll find all our pieces crafted in 925 sterling silver — a durable, hypoallergenic metal designed for lasting shine without the traditional luxury markup.

If you’re drawn to brilliance, our Signature Moissanite Collection features lab-grown stones with diamond-like sparkle and exceptional clarity.

For symbolic elegance, the Snake Jewelry Collection offers sculptural designs inspired by transformation and subtle strength.

Looking for something more delicate? The Dainty Minimalist Collection features cubic zirconia pieces — perfect for adding a touch of sparkle to your everyday style.

✨ Explore all collections here

We work with experienced jewelry ateliers in Belgium and China — regions known for their precision, refined techniques, and deep-rooted artistry. Each piece is made with care, using premium materials and techniques that reflect both traditional craftsmanship and modern quality standards. You’ll receive quietly luxurious jewelry that’s beautifully finished and made to be cherished.

Moissanite is a high-quality lab-created gemstone known for its exceptional brilliance. Moissanite is not a diamond, but a diamond alternative made from silicon carbide.

✅ Exceptional sparkle and fire
✅ Durable for everyday wear (9.25 on the Mohs scale)
✅ Lab-created and environmentally conscious
✅ Exceptional beauty without the diamond price tag

Perfect for those who love timeless elegance with a modern mindset.

Moissanite stones 5mm (0.5ct) and larger come with a GRA report (Gemological Research Association) verifying the stone's grade and specifications. Smaller accent stones are not individually reported. Questions about a specific piece? Email us at hello@sensitivestones.com.

Yes — we offer complimentary customization on most moissanite pieces. You can request:
✅ Name or logo engraving
✅ 14K/18K gold plating
✅ Custom chain lengths
Please note: some pieces may not be eligible for engraving due to size or design limitations.

Just leave a note at checkout or email us at hello@sensitivestones.com to confirm your request. We’ll get back to you within 24 hours. Looking to upgrade to solid gold? Email us and we’ll provide a custom quote.

We currently only ship to the U.S., but we’re working on expanding to more countries soon!

We offer free standard and insured tracked shipping for all orders to the U.S.

Orders are processed in 1–3 business days. Shipping usually takes 5–10 business days, depending on your location. Most orders arrive within 6–13 business days from the date of purchase.

If your order contains multiple items, they may be shipped separately at no extra cost to ensure faster delivery. You’ll receive a separate shipping notification for each package.

Note: Business days are Monday through Saturday, excluding public holidays. Delivery times may vary slightly during holidays or due to carrier delays.

Our pieces ship from our warehouse in the U.S. or from our partner warehouse in China, depending on stock availability. Final delivery is handled by U.S. carrier network.

You'll receive a tracking link by email once your order ships.

🔗 Track your order here

Your tracking page will display the estimated delivery date and real-time status updates for your shipment.

If you don’t see the email, check your spam or promotions folder. Still need help? Email us at hello@sensitivestones.com.

Yes! When purchasing a product as a gift, simply add "include gift receipt" in the order instructions at cart. We'll include a gift receipt without pricing in the package. You'll also receive a copy of the gift receipt via email within 24 hours of purchase for your records.

Some products are available as pre-orders when they are temporarily not in stock or coming soon. Full payment is required, and your estimated shipment date will be shown at checkout and in your order confirmation. You’ll receive a tracking email when your item ships.

We’re sorry to hear that! If your order hasn’t arrived within the estimated timeframe, email us at hello@sensitivestones.com with your order number. We’ll review your shipping and tracking information, investigate with the courier if needed, and advise you on the next steps.

If your order tracking shows “delivered” but you haven’t received your package, check with household members, neighbors, your building manager, or mailroom in case parcels were accepted on your behalf. If you still can’t locate your package, contact us at hello@sensitivestones.com so we can assist with the next steps.

If you purchased Worry-Free Shipping Protection, claims can be submitted directly with Seel for faster resolution.

We accept all major credit and debit cards (Visa, Mastercard, AMEX), as well as Shop Pay, Google Pay, Apple Pay, and more. All transactions are securely encrypted at checkout.

🔗 See full Payment Policy here

For U.S. orders, sales tax is collected where required by law and is calculated at checkout based on your shipping address.

You may request cancellation of your order or pre-order any time before it has shipped or been fulfilled. For custom or personalized creations, cancellation is only possible before production begins. Once shipped, fulfilled, or after production starts (for custom items), orders may not be canceled.

If you need to cancel or modify your order, please contact us immediately at hello@sensitivestones.com and we'll do our best to help.

You have 30 days from delivery to return rings, bracelets, and necklaces, even for a change of mind. Change-of-mind returns are refunded as store credit (valid one year), with a free prepaid label and no restocking fee. A refund to your original payment method is reserved for items that arrive damaged, defective, incorrect, or with quality issues. Earrings are final sale for hygiene, unless they arrive faulty. Items must be unworn and in original packaging, and returns require pre-authorization — email hello@sensitivestones.com (with photos for any fault) to start.

For full details, see the Return & Refund Policy.

Yes — we offer a one-time free size or length exchange on rings, bracelets, and necklaces within 30 days of delivery (item must be unworn and in original condition). Earrings are not eligible, for hygiene reasons. A second exchange on the same item is $15, and any price difference for the new size may apply.

For full details, see the Returns & Exchanges Policy.

Made-to-order and customized pieces — custom chain length, custom stone, or made-to-order designs — can only be returned if they arrive defective, damaged, or incorrect. Engraved rings, bracelets, and necklaces still follow our standard 30-day return policy. Earrings remain final sale unless faulty.

Once we receive and inspect your return, it is processed within 5-10 business days. Change-of-mind returns are issued as store credit (valid one year); refunds for damaged, defective, or incorrect items go back to your original payment method. Please allow extra time for your bank or payment provider to complete the transaction.

Keep your pieces radiant with these simple tips:

✅ Store Safely: Use a soft pouch or separate compartment to prevent scratches.
✅ Avoid Harsh Chemicals: Perfume, hairspray, and cleaning agents can dull shine.
✅ Wipe Regularly: Use a soft, lint-free cloth to remove oils and residue.
✅ Remove Before Activities: Take off jewelry before showering, swimming, or working out.

For full care guidelines, see our Jewelry Care Tips 🔗

Yes — two ways. Your moissanite carries our Lifetime Sparkle Guarantee: it never clouds or dulls (black moissanite, being opaque, is covered by a Lifetime Color Guarantee instead — its color is permanent). Every piece also includes a 1-Year Craftsmanship Warranty covering manufacturing defects.

This does not cover:

❌ Accidental damage
❌ Normal wear and tear
❌ Plating fade over time
❌ Third-party alterations or repairs
❌ Complimentary or promotional gift items

For full details, see our Product Warranty.

We’re a fully online business and do not operate a retail storefront. Our business is registered at 525 Randall Ave #361, Cheyenne, Wyoming 82001, United States.

Please note: We do not offer in-person visits or pickups. All orders are processed online and shipped directly to you.

Email: hello@sensitivestones.com
Response time: Within 24 hours on business days

Phone: +1 (914) 904-7880

Support Hours: Monday – Friday, 9:00 AM – 5:00 PM Eastern Time (ET)

Chat: Use our 24/7 chat feature (click the chat button on our site) for immediate assistance with common questions.