FAQs

ABOUT IIATHENA JEWELRY

Do you have any store I can visit?
Currently, we do not have a physical store in order to minimize additional costs associated with maintaining storefronts such as rent, insurance, and staffing.

How can I contact your company if I have any questions?
You can reach us via email at service@iiathena.com. Alternatively, if you're browsing our products through our Facebook Page, you can also message us directly there.

PRODUCTS
Are the stones real diamonds?
Stones we use for our jewelry are lab-created moissanites. Moissanite outshines diamonds in terms of brilliance, fire, and luster, has been identified by the Gemological Institute of America as possessing the highest refractive index among all gems. These are the characteristics that determine the beauty of a gem, making Moissanite the most gorgeous gemstone in the world.

What materials are your products made from?
Our jewelry is crafted from 925 sterling silver, a precious metal akin to gold and platinum. At iiAthena Jewelry, we use premium anti-tarnish sterling silver for all silver products, stamped with 925 to denote the metal type.

Will this jewelry turn my skin green?
Rest assured, our jewelry will not cause any skin discoloration. While jewelry that turns skin green is typically made of copper, our pieces are fashioned from 925 sterling silver, certified for quality by the International Institution SGS.

Can I take a shower with this without fading? does It change color?
Every piece of jewelry deserves to be carefully maintained, which requires us to avoid wearing jewelry under harsh conditions. Such as bathing/swimming/sports. 

How can I choose the right size?
Please refer to our Ring Size page for detailed guidance on selecting the appropriate size.

Will I receive the item exactly like the pictures shown on your website?
While we strive to provide accurate representations, slight variations may occur, particularly in stone colors and sizes. We encourage reviewing the item details, which outline specific stone shapes and sizes.

ORDERS

When will I receive my order?
The delivery time comprises processing time and shipping time. Processing time varies, with popular styles typically shipped within 1-3 working days, while engraved or custom orders may take up to 7-15 working days. Shipping time depends on the chosen method, with Standard Shipping generally taking about 7-12 working days and Express Shipping approximately 3-5 working days.

How do I make changes after my order has been placed?
If you need to modify any order details such as color, size, or shipping information, please contact us promptly. Changes can only be accommodated before shipment. If it's after business hours, kindly leave a detailed message with your name, phone number, and order number for assistance.

Why I didn’t get an email about my order being shipped?
Upon order placement, we commence processing, with an estimated processing time listed on the product page. Shipment notification will be sent via email. If you haven't received an email within fifteen days of ordering, please don't hesitate to reach out to us.

How do I change the currency?
You can adjust the currency using the currency widget located at the top of our website, with options including USD, CAD, EUR, GBP, and AUD.

 

PAYMENT

What payment method do you accept?
We accept PayPal Express, Major Credit Cards and Debit Cards, Apple Pay and Google Pay.

Is it safe to use my credit card on your website?
Absolutely. Your security is paramount to us. When making a purchase, your card information is safeguarded by one of the most trusted security systems on the Internet, encrypted with a 256-bit SSL certificate. Our website undergoes daily scans and tests for malware/viruses.

Why was my payment declined?
If experiencing difficulties with payment, please ensure that all card details, including expiration date, cardholder name, and security code, are entered correctly. Additionally, verify with your bank that there are no card limits or ongoing reviews. If issues persist, consider trying an alternate card or payment method, and don't hesitate to contact your bank or us for further assistance.

How do you secure my payment information?
We prioritize security and do not handle any payment information internally. All payment-related transactions on iiAthena are securely managed by PayPal and credit card companies.

 

DELIVERY
How long does delivery normally take?
Delivery Time = Processing Time + Shipping Time. The estimated processing time is specified on the product page. While some popular styles can be shipped within 1-3 working days, engraved or custom orders may require 7-15 working days for processing. Shipping time varies based on the selected method, with Standard Shipping typically taking about 7-12 working days and Express Shipping around 3-5 working days.

How can I track my order?
Upon shipment, an email containing the tracking number will be sent to you. You can track your order via the Track My Order page.

Why hasn’t my shipping information been updated?
Shipping information may take some time to update, particularly for international shipments in transit or undergoing customs clearance. If information remains unchanged, it's possible the shipping company hasn't updated package details yet. We're committed to assisting you in obtaining updated information or you can email us for further support.

Will I have to pay customs duties, taxes or other fees?
While you won't be charged any consumption tax, customs duties may apply and are your responsibility.

Why my package shows delivered but I have not received my package?Packages might be delivered to your mailbox or signed by your neighbors. We suggest you check in your mailbox and with your neighbors first. If you cannot find it, check for your package with the shipping company then. Remember to bring your ID! If you still cannot find your package either, please do not hesitate to contact us.

RETURN & REFUND

How to return an order?
To begin the return process, please email us at service@iiathena.com with your order number. Our customer service representatives will assess eligibility for refunds or exchanges.

If I don’t satisfied with your products, can I return it?
Absolutely. We offer a 60-day return policy for dissatisfaction with your order. Refer to our detailed return policy for further information.

What should I do if my order over your 60 days return policy?
If your return request exceeds our 60-day policy, we can only facilitate an exchange. Additionally, items damaged or experiencing issues within one year are covered by our warranty. For warranty details, please refer to our One Year Warranty page.

Should you have other questions or doubts, please do not hesitate to email us via service@iiathena.com or Message us.