FAQ

Frequently Asked Questions (FAQ) — allcoly.com

Beautiful things, for you or someone you love.

🛒 Orders & Payment

1. What payment methods do you accept?
We currently accept PayPal as our payment method. PayPal is one of the world's most trusted payment platforms — it's fast, secure, and you don't need a PayPal account to pay. You can check out as a guest using any major credit or debit card (Visa, Mastercard, American Express, Discover) directly through PayPal's secure checkout. All transactions are protected by PayPal's Buyer Protection program.

2. Is it safe to enter my payment information on your site?
Yes. All payments are processed through PayPal's encrypted, PCI-compliant gateway. We never store your card details on our servers. PayPal's Buyer Protection also means you can shop with confidence.

3. Can I change or cancel my order after placing it?
If your order hasn't entered processing yet, we may be able to modify or cancel it. Please contact us at info@allcoly.com or WhatsApp +1 (201) 349-7873 within 12 hours of placing your order, including your order number.

4. Will I receive an order confirmation?
Yes, you'll receive an email confirmation immediately after checkout. If you don't see it within a few minutes, please check your spam/promotions folder.

5. Do you charge sales tax?
Sales tax (where applicable) is calculated automatically at checkout based on your shipping address and local regulations.

6. Do prices include customs duties or import taxes?
Product prices do not include destination-country customs duties, import taxes, or VAT, which may apply depending on your country. These are the responsibility of the customer and are collected by the carrier or local customs authority upon delivery.

🚚 Shipping & Delivery

7. Which countries do you ship to?
We currently offer worldwide shipping. If your country isn't available at checkout, please contact us — we're expanding our shipping zones regularly.

8. How long does shipping take?

  • Processing time: 1–3 business days to prepare your order
  • Domestic (US) shipping: typically 4–8 business days
  • International shipping: typically 7–18 business days, depending on destination and customs processing

Exact estimates are shown at checkout based on your address.

9. How much does shipping cost?
We offer free worldwide shipping on all orders over $69 USD. For orders below $69, shipping costs are calculated at checkout based on your location and order weight. We occasionally offer additional free shipping promotions — sign up for our newsletter to be notified.

10. Can I track my order?
Yes. Once your order ships, you'll receive a tracking number via email. You can also check your order status by logging into your account.

11. What if my package is delayed or lost?
If your tracking shows no movement for more than 7 days, or your order hasn't arrived within the maximum estimated window, please contact us with your order number and we'll investigate with the carrier.

12. What if I provided the wrong shipping address?
Please contact us as soon as possible. If the order hasn't shipped yet, we can correct the address. Once shipped, we're unable to redirect packages, and reshipping costs may apply.

🔁 Returns, Exchanges & Quality

13. What is your return policy?
We accept returns within 30 days of delivery for unworn, undamaged items in their original packaging with all tags attached. Please contact us to initiate a return.

14. How do I start a return or exchange?
Email us at info@allcoly.com or reach us via WhatsApp +1 (201) 349-7873 with your order number and reason for return. Our team will provide you with the return shipping address and instructions.

15. Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived defective, damaged, or incorrect, in which case we cover the cost.

16. Can I exchange an item for a different size or design?
Yes, exchanges are available within 14 days, subject to product availability. Contact us to arrange an exchange.

17. Are final sale or custom items returnable?
Engraved, personalized, or made-to-order items are final sale and not eligible for return or exchange unless defective.

18. Do your products have quality assurance?
All Allcoly products go through quality checks before shipment. If you receive an item with a manufacturing defect or damage caused during transit, please contact us within 7 days of delivery with photos and your order number. We will review each case individually and offer an appropriate solution at our discretion, which may include a replacement, store credit, or partial refund.

Please note that natural aging, color changes, surface wear, or finish changes that occur through regular use and exposure (including contact with water, sweat, cosmetics, or friction) are considered normal characteristics of the materials used and are not covered under our quality assurance policy. We recommend following the care instructions provided to maintain the appearance of your items.

19. When will I receive my refund?
Once your return is received and inspected, refunds are processed within 5–10 business days to your original payment method. It may take an additional 5–15 business days to reflect on your statement, depending on your bank.

💎 Materials & Product Care

20. What materials are used in Allcoly products?
Our products are crafted from a variety of carefully selected materials, which may include metals, alloys, natural stones, shells, crystals, and decorative components. Specific material details for each item are listed on the individual product page where available. If you have questions about a particular product's materials, feel free to contact us before purchasing.

21. Is your jewelry suitable for sensitive skin?
Many of our pieces are designed with skin-friendly materials, but individual sensitivity varies. If you have known metal allergies or sensitive skin, we recommend reviewing the product description carefully or contacting us for guidance before placing your order.

22. Will the finish or color change over time?
Some of our products feature plated or coated finishes. Like all fashion jewelry and lifestyle accessories, the appearance may change gradually with regular use, exposure to moisture, sweat, cosmetics, or friction. This is a natural characteristic of the materials and not a product defect. Following our care instructions will help extend the life and appearance of your items.

23. What is moissanite, and how is it different from a diamond?
Moissanite is a lab-created gemstone known for its exceptional brilliance and durability (9.25 on the Mohs hardness scale). It offers a similar look to a diamond at a more accessible price point.

24. How should I care for my products?

  • Remove jewelry and accessories before showering, swimming, exercising, or applying lotion/perfume
  • Store pieces separately in a soft pouch or lined box to avoid scratching
  • Clean gently with a soft, dry or slightly damp cloth
  • Avoid contact with chlorine, household chemicals, and harsh cleaning agents
  • Keep away from extreme temperatures and prolonged direct sunlight

25. What ring size should I order?
We provide a ring sizing guide on our Size Guide page. If you're unsure, we recommend having your finger measured at a local jeweler or using a string/paper method at home.

👤 Account & Privacy

26. Do I need an account to place an order?
No, you can check out as a guest. However, creating an account lets you track orders, save addresses, and check out faster in the future.

27. How do I reset my password?
Click "Forgot password?" on the login page and follow the instructions sent to your email.

28. How is my personal information protected?
We take your privacy seriously. Your data is encrypted and never sold to third parties. For full details, please see our Privacy Policy.

29. How can I unsubscribe from marketing emails?
Click "unsubscribe" at the bottom of any marketing email, or manage your preferences in your account settings.

📩 Contact Us

30. How can I reach customer support?

31. What are your support hours?
Monday–Friday, 9:00 AM–5:00 PM (EST) — we do our best to respond to weekend inquiries within 1–2 business days.

32. I have a question not covered here — what should I do?
Reach out anytime via info@allcoly.com or WhatsApp +1 (201) 349-7873 — we're happy to help!

This FAQ is provided for general guidance. For full policy details, please refer to our Shipping Policy, Return & Refund Policy, and Privacy Policy pages.