FAQs
ORDERS & SHIPPING
Where are you based?
BEI Jewelry is based in Shenzhen, China. Each personalized order is carefully prepared before shipment.
How do I update or cancel my order?
If your order hasn’t entered production or shipped yet, contact us as soon as possible at hello@beijewelry.com. We’ll do our best to help, but personalized orders may not be cancellable once production has begun.
How do I change my shipping address?
Contact our Care Team as soon as possible with your order number and correct address. If your order hasn’t shipped yet, we’ll do our best to update it.
How long does personalization take?
Personalized necklaces are prepared and shipped within 48 hours after payment is confirmed.
Where does my order ship from?
Personalized orders may ship from Shenzhen, China.
What payment methods do you accept?
We accept most major credit cards (Visa, Mastercard, American Express, Discover) as well as PayPal, Stripe, Apple Pay, Google Pay, and Shop Pay.
My product has not arrived, what should I do?
Depending on where you live, your product may take longer or shorter to ship. The processing time for our products takes up to 2 business days. If your product has not arrived after 20 business days, please contact our Customer Support team for more information.
Where do you ship to?
We currently ship worldwide, including the United States, Europe, Australia, South America, and Asia.
Do you offer free shipping?
We offer FREE shipping on all orders over $40!
How do I track my order?
Once your order ships, we’ll email you a tracking number so you can follow your delivery.
When will my order arrive?
United States: 5–8 business days
Europe & UK: 3–5 business days
Australia: 6–10 business days
South America: 12–18 business days
Asia: 2–3 business days
RETURNS
How long does it take for my return to process?
Here’s a quick overview of our refund process:
Original Form of Payment: If you prefer a refund to your original payment method, it will be processed once your return is received and restocked at our warehouse. This can take an additional 3-5 business days.
You’ll receive an email confirmation once your refund or exchange is finalized. Please note, once you receive the refund notification, it may take a few days to appear on your credit card.
Do you accept returns?
Personalized items are normally final sale. However, if you’re not satisfied with your order, contact us within 10 days of delivery and we’ll review your return or exchange request.
I received an incorrect/defective/damaged item. What do I do?
Once your return is received and approved, refunds are processed to your original payment method. Please allow 3–5 business days for processing, plus any additional time required by your bank or card issuer.
PERSONALIZATION & PRODUCT
How do I personalize my necklace?
Choose your finish, enter the name or meaningful text you’d like engraved, select a birthstone, chain style, and chain length. You can also add optional back engraving or a message card to make your gift even more personal.
What can I have engraved?
You can personalize the front with a name, meaningful word, initials, or a special date that fits the available engraving space.
Which birthstone should I choose?
Most customers choose the stone that represents the recipient’s birth month, but you can also select a stone simply because you love its color or meaning.
What engraving font do you use?
We use our signature Shorelines handwritten engraving style for the front personalization. You can preview the font in the product images before ordering.
Can I choose a different chain?
Yes. Choose from Cable, Cuban, Paperclip, or Box chain styles, with several chain lengths available.
Are the products handmade?
Yes! Every product in our collection is 100% handmade and fully customized. We believe in the beauty of individuality, which is why we never mass-produce. When you shop with us, you are receiving a one-of-a-kind piece crafted with intention—the perfect, unique gift for yourself or someone who carries a special part of your story.
Can I customize my own personalized inspirational card?
Absolutely! We believe that the words accompanying a gift are just as precious as the jewelry itself. You have two wonderful options:
Our Signature Collection: Choose from our carefully curated library of inspirational quotes designed for love, friendship, family, and self-growth.
Bespoke Message: Select the "Custom Message" option to print your own heartfelt words, making your gift truly one-of-a-kind.
Every message is printed on our premium Earth Paper. Unlike standard cardstock, Earth Paper has a unique, natural texture and a soft, organic tone that feels warm to the touch. It’s designed to provide a "tactile hug" to the recipient, turning a simple note into a permanent keepsake.
Is this jewelry safe for sensitive skin?
Absolutely. Your comfort is our priority. All our products are 100% Lead-free, Nickel-free, and Hypoallergenic. We use premium materials specifically designed for those with skin sensitivities, so you can wear your memories comfortably every day.
Will this jewelry turn my skin green?
No, our jewelry will never turn your skin green. We have 3 times 18K gold finish, and it will last for several years. The quality has been verified by 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 some harsh conditions. Such as bathing / swimming / sports.Therefore, we do not recommend wearing jewelry when taking a bath.
MESSAGE CARDS & JEWELRY CARE
Can I add a message card?
Yes. You can choose one of our ready-made message cards or create your own with a personalized title and heartfelt message.
What message cards can I choose from?
Our ready-made collection includes options for occasions and relationships such as For You, For Mom, For Daughter, For Her, Birthday, and For Family.
Can I create my own message card?
Yes. Choose the custom message card option to add your own title, such as “For Emma” or “For Mom,” along with your own heartfelt message.
What material is the message card made from?
Our message cards are made from warm ivory-toned earth paper, chosen for its soft texture and natural, premium feel. The subtle off-white color pairs beautifully with the necklace and makes the finished gift feel thoughtful and refined.
Is this jewelry suitable for sensitive skin?
Our jewelry is lead-free and nickel-free and is designed with everyday comfort in mind.
Can I shower or swim while wearing it?
We recommend removing your necklace before showering, swimming, exercising, or using beauty products to help preserve the finish and shine.
CREATOR PARTNERSHIPS
How can I collaborate with BEI Jewelry?
Apply through our official Shopify Collabs page: https://beijewelry.com/pages/collab
Do all approved creators receive a free product?
No. Collaboration opportunities vary by creator and may include gifting, affiliate, UGC, or paid opportunities.
Do I need a Shopify Collabs account?
Applications are managed through Shopify Collabs. If you’re new to Collabs, you can create or access your account during the application process.
How will I know if I’m approved?
Selected creators will receive an email from Shopify Collabs with the next steps and any available collaboration benefits.
Not seeing what you're looking for?
Reach out to our Customer Service team by email and they'll be able to help!