FAQ

Account Management

• How do I create an account on your website?

  You can create an account by clicking the floating bar at the bottom of the homepage and selecting the icon.

• What should I do if I forget my password?

  If you forget your password, click the icon on the floating bar at the bottom of the homepage to initiate the password recovery process.

• How can I update my account details?

  After logging in, you can update your account details by clicking the icon in your personal center, or by visiting this page.

• Is it necessary to have an account to place an order?

  Yes, you need to have an account to place an order.

• How do I delete my account?

  To delete your account, please contact us. Please note that once your account is deleted, all your orders, personal information, and data will be permanently removed.

• How do I change my email address associated with my account?

  To change your email address, follow the same steps as updating your account details: log in, navigate to your personal center, and click the icon, or visit this page.

Shopping Process and Experience

• How do I search for specific opal products?

  You can use the search bar located on the homepage to find specific opal products.

• What should I do if the product I want is out of stock?

  Since opals are unique, once a product is out of stock, it may not be available again. However, you can contact us to inquire about similar products.

• Is it possible to place an order over the phone?

  Yes, you can place an order through multiple channels, including phone, email, our website, or social media.

• What happens if there’s an error during checkout?

  If you encounter any issues during checkout, please contact us, and we will assist you in resolving the problem.

• Can I modify my cart before finalizing the purchase?

  Yes, you can modify your cart at any time before completing your purchase.

• Are your product prices inclusive of taxes?

  Yes, our product prices include taxes, but they do not cover import duties or consumption taxes in the destination country.

• How can I save products to my wishlist?

  You can save products to your wishlist by clicking the icon on the product detail page.

Payment-Related

• What payment methods do you accept?

  We accept PayPal and bank transfers. For more details, please visit our Payment Methods page.

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

  Yes, it is safe. We use secure payment gateways to ensure that your transactions are protected.

• Can I pay using multiple payment methods?

  Yes, you can combine different payment methods. We will ship your order once full payment has been received.

• Do you offer installment or payment plans?

  Yes, you can use PayPal Pay Later to set up an installment plan.

• How do I know if my payment was successful?

  After a successful payment, you will receive a confirmation email along with an invoice.

• Are there any additional fees for international transactions?

  We do not charge additional fees for international transactions, but the final fees depend on your card issuer.

• How do you handle currency conversions?

  We do not charge extra for currency conversions. The final exchange rate will be determined by your card issuer or PayPal.

Product Information & Warranty

• What types of opals do you sell?

  We offer genuine Australian and Mexican opals, including black opal, boulder opal, white opal, crystal opal, fossil opal, and opal jewelry.

• Are your opals ethically sourced?

  All of our opals are genuine Australian or Mexican opals, ethically sourced to ensure the highest standards.

• What is the origin of the opals you sell?

  Our opals are sourced from Australia and Mexico, two of the most renowned regions for high-quality opals.

• Do your opals come with a certificate of authenticity?

  Yes, for any single item priced above $500, we provide an electronic certificate of authenticity for the opal.

• What should I do if the product I receive is damaged?

  We do not take responsibility for damages during shipping, but you can purchase insurance for added protection.

• How should I care for my opal jewelry?

  Australian opals are not afraid of water, so normal storage is sufficient. Avoid harsh chemicals or extreme temperatures and store separately to prevent scratches.

• Can I request custom-made opal jewelry?

  Yes, we can accommodate custom-made jewelry requests.

• Are your opals treated or enhanced in any way?

  We guarantee that our opals are not treated or enhanced in any way. Doublets and triplets, however, are not considered treated but rather constructed stones, and this will be clearly indicated.

• What is the difference between solid opals and doublets/triplets?

  Solid opals are a single piece of natural opal, while doublets and triplets are layered stones. A doublet consists of a slice of natural opal adhered to a backing, and a triplet includes an additional protective top layer. For more information, please visit our Opal Knowledge section.

• Are your opals insured during shipment?

  Your opals are insured from the time of shipment until they reach the destination country’s customs. After that, the responsibility for insurance is transferred to the recipient.

• How do I choose the right opal for my needs?

  Choosing the right opal depends on your personal preference, budget, and the specific characteristics you are looking for. Contact us, and we will help you select the perfect opal based on your criteria.

• Do you provide a guarantee of the opal’s quality and authenticity?

  For any item priced above $500, we provide a certificate of authenticity to guarantee the opal's quality.

• What makes Australian opals unique compared to other opals?

  Australian opals are known for their exceptional play-of-color and durability, making them some of the most sought-after opals in the world. They are formed under unique geological conditions that result in a wide range of vibrant colors and patterns. For more information on what makes Australian opals unique, please visit our Opal Knowledge page.

Shipping and Returns

• What are your shipping options and delivery times?

  We offer registered shipping, FedEx, and UPS services. For more details on shipping options and delivery times, please visit our Shipping Information page.

• How do I track my order?

  We will provide you with a tracking number once your order has been shipped, allowing you to monitor its progress.

• Can I change my shipping address after placing an order?

  Yes, you can change your shipping address before the order is shipped.

• What is your return policy?

  We offer a 7-day hassle-free return policy. For more information, please refer to our Return & Refund Policy page.

• How do I initiate a return or exchange?

  To initiate a return or exchange, please contact us. Detailed instructions can be found in our Return & Refund Policy page.

• Who covers the return shipping costs?

  The buyer is responsible for the return shipping costs.

Order Management

• How do I check the status of my order?

  You can check the status of your order by logging into your account and visiting your personal center. Alternatively, you can click on the three dots in the top right corner of the website header to access your order details.

• Can I cancel my order after it’s been placed?

  Yes, you can cancel your order before it has been shipped.

• How do I modify an existing order?

  To modify an existing order, please contact us directly.

• What should I do if I receive a faulty product?

  If the product you receive is faulty due to non-human factors, we support returns and exchanges. However, we do not support returns or exchanges for damage caused by human factors. We take great care in packaging your items, but there is a potential risk of damage during customs inspections, which is beyond our control. To mitigate this, you may consider purchasing insurance.

• Can I combine multiple orders into one shipment?

  Yes, we can combine multiple orders into a single shipment.

Customer Service

• How can I contact customer support?

  You can contact our customer support by using the Contact Us page, sending an email to [email protected], or using our messaging feature after logging in by clicking the icon.

• What are your customer service hours?

  Our customer service hours are from 8:00 AM to 10:00 PM GMT+8.

• Can I speak to a customer service representative in my preferred language?

  Yes, you can. We will respond to all inquiries in English.

• How long does it take for customer service to respond?

  We strive to respond to all customer inquiries within 24 hours.

• What should I do if I encounter a technical issue on the website?

  If you encounter any technical issues, please contact us, and we will assist you as soon as possible.

• Can customer service help with product recommendations?

  Yes, our customer service team can assist you with product recommendations tailored to your preferences.

Other Common Questions

• Do you offer gift wrapping services?

  Yes, we offer three different types of packaging services. For more details, please visit our Packaging Service page.

• How do I stay informed about new arrivals and promotions?

  You can stay informed about our latest products and promotions by subscribing to our newsletter in the personal center settings page or by contacting us directly.

• Do you offer wholesale pricing for bulk orders?

  Yes, we do offer wholesale pricing for bulk orders.

• Can I visit a physical store to view the products?

  Yes, you can visit our physical store. The address is available on our Contact Us page.

• How do I report a problem with the website?

  If you encounter a problem with our website, please contact us. If the issue is verified, we may reward you with a voucher as a token of our appreciation.

• Do you offer educational resources about opals?

  Yes, we have a comprehensive opal knowledge base available. For more information, please visit our Opal Knowledge page.