FAQs & Support

Product Information

1. What materials are used in BERUZU jewelry?

   • BERUZU uses high-quality, durable materials including brass, sterling silver, and semi-precious stones, ensuring each piece is both beautiful and long-lasting.

2. How should I care for my BERUZU jewelry to ensure its longevity?

   • Keep jewelry away from water, lotions, and perfumes. Store in a dry place, preferably in individual pouches or boxes.

3. Do you offer any warranty on your jewelry pieces?

   • We offer a 6-month warranty on all our jewelry against manufacturing defects.

4. How can I find out if a particular item will be back in stock?

   • Sign up for restock notifications on the product page, and we’ll email you as soon as it’s available again.

5. Are there any specific guidelines for wearing and storing the jewelry?

   • Avoid direct contact with chemicals. Store your jewelry in a clean, dry place, separated from other pieces to prevent scratching.

6. Can you provide information on the sourcing of your materials?

   • Our materials are ethically sourced from reputable suppliers committed to sustainability and ethical practices.

7. Do you offer jewelry customization services?

   • Currently, we offer limited customization options. Please contact customer service for more details.

8. What sizes do your rings come in, and how do I measure my ring size?

   • Our rings come in various sizes. Check our ring size guide online to find your perfect fit.

9. Are your earrings hypoallergenic?

   • Yes, our earrings are made with hypoallergenic materials, suitable for sensitive skin.

10. How often do you release new collections or pieces?

    • We typically release new collections quarterly, with occasional special releases. Subscribe to our newsletter for updates.

Ordering

11. How can I modify or cancel my order after it's been placed?

    • Orders can be modified or canceled within 2 hours of placement by contacting our customer service.

12. What payment methods do you accept online?

    • We accept all major credit cards, PayPal, and several other payment methods.

13. Is it safe to use my credit/debit card on your website?

    • Absolutely. We use SSL encryption to ensure all transactions are secure.

14. How do I know my order has been successfully confirmed?

    • You’ll receive an email confirmation with your order details shortly after placing your order.

15. Can I order a product as a gift and have it shipped directly to the recipient?

    • Yes, you can specify a different shipping address and include a gift message at checkout.

16. Is it possible to place an order over the phone?

    • For security reasons, all orders must be placed through our website.

17. Do you offer gift wrapping services?

    • Yes, we offer gift wrapping for a small additional charge. You can select this option at checkout.

18. What should I do if I encounter an error during the checkout process?

    • Refresh your browser and try again. If the problem persists, contact customer service for assistance.

19. Can I add items to an existing order?

    • Once an order is placed, items cannot be added. Please place a new order for additional items.

20. Do you offer discounts for bulk orders?

    • We offer discounts on a case-by-case basis. Please contact us for more information.

Shipping

21. What shipping options are available, and how long do they typically take?

    • We offer standard and express shipping. Standard shipping takes 3-5 business days, while express shipping takes 1-2 business days.

22. How can I track the status of my order?

    • Once shipped, you’ll receive a tracking number via email to monitor your order’s progress.

23. Do you ship internationally, and are there additional fees for international shipping?

    • We do ship internationally. Shipping fees and customs duties are calculated at checkout.

24. Are there any shipping fees, and how are they calculated?

    • Shipping fees depend on the shipping method and destination. Fees are calculated at checkout.

25. What should I do if my order hasn't arrived by the expected delivery date?

    • Contact our customer service with your order number for assistance.

26. How are duties and taxes handled for international shipments?

    • Duties and taxes are the responsibility of the recipient and are calculated at checkout.

27. Can I change my shipping address after my order has been placed?

    • Shipping addresses can only be changed within 2 hours of order placement by contacting customer service.

28. What happens if my package is lost in transit?

    • Contact us immediately. We will investigate and replace or refund lost items as appropriate.

29. Do you offer expedited shipping options?

    • Yes, expedited shipping is available at an additional cost.

30. Are shipments insured against loss or damage?

    • Yes, all shipments are insured. Please report any damage within 48 hours of receipt.

Returns and Exchanges

31. What is your return policy, and how many days do I have to return a product?

    • We accept returns within 30 days of receipt for most items in new condition.

32. How can I initiate a return or exchange for my order?

    • Fill out the return form on our website and follow the instructions provided.

33. How long does it take to process a return or exchange?

    • Returns and exchanges are processed within 7-10 business days after we receive the items.

34. Can I exchange an item for a different product or size?

    • Yes, exchanges are subject to availability. Contact customer service to arrange an exchange.

35. What should I do if I receive a damaged or incorrect item in my order?

    • Report the issue to customer service within 48 hours of receipt for a replacement or refund.

36. Are return shipping fees covered by BERUZU?

    • Return shipping fees are the responsibility of the customer, except in cases of defective or incorrect items.

37. Do you offer refunds, or is it store credit only?

    • We offer refunds to the original payment method and store credit.

38. How will I be refunded for my return?

    • Refunds are issued to the original payment method within 5-7 business days after the return is processed.

39. What condition must returned items be in?

    • Items must be in new, unused condition with all original packaging and tags attached.

40. Can sale items be returned or exchanged?

    • Sale items are final sale and cannot be returned or exchanged.

Account Management

41. How do I create an account on your website?

    • Click on the "Sign Up" button on our homepage and fill in the required information.

42. I forgot my password. How can I reset it?

    • Click on the "Forgot Password" link on the login page and follow the instructions to reset your password.

43. Can I place an order without creating an account?

    • Yes, you can check out as a guest, but creating an account offers a smoother checkout process and order tracking.

44. What are the benefits of creating an account with BERUZU?

    • Account holders can track orders, view order history, and receive updates on new releases and special offers.

45. How can I subscribe to or unsubscribe from your newsletter?

    • You can subscribe by entering your email at the bottom of our homepage. To unsubscribe, click the unsubscribe link in any newsletter email.

46. Can I edit my account information?

    • Yes, you can edit your information in the account settings after logging in.

47. How do I view my order history?

    • Your order history can be viewed in your account settings under "Orders."

48. What should I do if my account has been compromised?

    • Change your password immediately and contact customer service for further assistance.

49. How can I delete my BERUZU account?

    • Contact customer service with a request to delete your account.

50. Do you offer a loyalty program or rewards for frequent shoppers?

    • We're currently developing a loyalty program. Sign up for our newsletter to stay updated.

Support

51. How can I contact BERUZU customer service for assistance?

    • Reach out via our contact form, email, or phone. Details are provided on our "Contact Us" page.

52. What are your customer service hours?

    • Our customer service team is available from 9 am to 5 pm, Monday to Friday.

53. Do you offer live chat support for immediate assistance?

    • Yes, our live chat is available during business hours.

54. Where can I leave feedback or a review about your products or services?

    • Feedback can be submitted through our website, social media channels, or directly via email.

55. What should I do if I have a complaint about a product or service?

    • Please contact our customer service team directly to resolve any issues you may have.

56. Can I request a callback from customer service?

    • Yes, please provide your phone number, and a representative will call you back during business hours.

57. Is there a FAQ section I can check before contacting support?

    • Yes, our FAQ section covers a wide range of common questions and answers.

58. How long does it take to receive a response to my support inquiry?

    • We aim to respond to all inquiries within 24-48 hours.

59. Do you have a physical store I can visit for support?

    • Currently, BERUZU operates online only. All support is provided through our online channels.

60. Are there any tips or tutorials available for product care and usage?

    • Yes, we offer tips and tutorials on our website and social media channels.