FAQ

Below you can find answers to some common questions we get asked. If you have a question that isn't answered below, feel free to reach out to us. 

What materials are used in your products?

Our earrings are made on 925 Sterling Silver base and are 18k gold plated.

Sterling Silver is a lightweight metal made of 92.5% pure silver. It’s highly durable and designed for everyday wear. You may notice a small 925 stamping on the earrings which signifies the purity of the sterling silver. 

We use a higher micron than standard 18k gold plating for increased durability. 

Our charms are made from a range of materials such as fresh water pearls, cubic zirconia and rhodium plating. 

Can I buy charms as pairs or are they all individual?

All of our charms are sold individually, however, if you added two of the same pair to your cart an automatic bundle discount is applied. 

This allows you to mix and match the charms you want, when you want!

 

How should I care for my jewellery?

We recommend storing your jewellery in the microfibre pouch you received with your purchase or in a clean, dry space. If you need to clean your pieces, please use warm soapy water and then let is dry completely before storing away. 

Do not use polishing cloths as they can be highly abrasive.

What is your return policy?

We have a 30-day return policy. If you wish to return an item, it must be in the same condition you received it, unworn or unused, with tags, and in its original packaging. Please contact us at info@lovekeya.com to initiate the return process.

Do you offer international shipping?

Yes! We offer international shipping to several countries, including Canada, the UK, Australia, and many more. Shipping costs will depend on your address and the weight of your order. If your country is not listed, feel free to reach out to us at info@lovekeya.com for assistance.

How can I track my order?

Once your order has shipped, you will receive a confirmation email with a tracking number. You can use this number to track your order's progress online.

What should I do if my item arrives damaged?

If your item arrives damaged or defective, please inspect it upon reception and contact us immediately at info@lovekeya.com. We will evaluate the issue and work to make it right for you.

Can I exchange an item?

Exchanges are only accepted if an item is damaged or defective. If you need to exchange an item, please reach out to us at info@lovekeya.com for assistance.

Do you offer refunds?

Currently, we do not offer refunds. However, if you have any concerns or issues with your order, please contact us at info@lovekeya.com, and we will do our best to assist you.