FAQ

Frequently Asked Questions

Welcome to our FAQ page. Here you can find instant answers to common questions about orders, shipping, returns, jewelry care and payments. If you cannot find the information you need, email us at ShatteredStars@kkwswj.com. Our support team will reply within 24 business hours.

Order & Shipping

How long will my order take to process?

Standard orders are processed in 1–3 business days (excluding weekends and US federal holidays). During holiday seasons, Black Friday and large sale events, processing time may extend to 3–7 business days.

Orders placed before 2:00 PM ET on working days will be processed the same day. Orders submitted after this cut-off time will be handled the next business day.

What shipping methods do you offer, and how much do they cost?

We ship all packages from our warehouse in Dayton, New Jersey. For contiguous United States customers, we provide 3 shipping tiers, and all options become free when your cart total reaches $70:
  • Standard Shipping: $3.99, estimated delivery 5–10 business days
  • Economy Shipping: $5.99, estimated delivery 2–5 business days
  • Express Shipping: $7.99, estimated delivery 1–3 business days
Delivery times are estimated only, starting from the day your package ships, not your order date. We do not guarantee exact arrival dates, as delays may occur due to weather, carrier issues or uncontrollable events.

Do you deliver to Alaska, Hawaii, US territories or PO Boxes?

  • Alaska, Hawaii and US territories only qualify for Standard Shipping, with an estimated transit time of 7–14 business days. Extra shipping fees will be calculated at checkout.
  • We ship to PO Box addresses via USPS only. Express and Economy expedited shipping cannot be used for PO Box deliveries.

How can I track my package?

Once your order is dispatched, a shipping confirmation email with your unique tracking number will be sent to your registered inbox. You may enter this number on the carrier’s official website to track real-time delivery progress.

If you have not received the tracking email 7 business days after ordering, please check your spam folder first, then contact customer service for help.

What should I do if my package is lost, stolen or arrives damaged?

  • If tracking shows “delivered” but you never receive the parcel, contact us within 7 calendar days of the marked delivery date. We will assist you in filing a carrier claim.
  • If your items arrive with broken packaging or damaged jewelry, keep all original packaging intact and send clear photos of the package and defective goods to us. We will arrange a free replacement or full refund for you.
  • We take no responsibility for lost or returned packages caused by incorrect, incomplete shipping addresses provided by customers.

Can I change my shipping address after ordering?

Address edits are only allowed before your order is shipped. Please email us immediately if you need to update details. Once the package leaves our warehouse, we cannot redirect or modify delivery addresses.

Returns & Exchanges

What is your return window?

We accept returns within 30 calendar days after delivery. All returned items must stay unworn, undamaged, with original packaging and brand tags attached. Custom engraved, personalized and clearance final-sale items cannot be returned or exchanged unless confirmed to have manufacturing defects.

How do I submit a return request?

All returns require pre-approval from our support team. Please send an email with your order number and return reason to ShatteredStars@kkwswj.com. We will provide return authorization and step-by-step shipping instructions.

Do not send items back without prior approval; unauthorized returns will not be inspected or refunded.

Who covers return shipping fees?

Customers cover return shipping costs unless the return is our fault, such as wrong item shipment, factory defects or goods damaged in transit.

When will I get my refund after you receive my returned goods?

We will process refunds within 2–3 business days after inspecting your returned package. Refunds will be issued back to your original payment account. Banks and payment providers may take an extra 3–5 business days to show the refund balance in your account.

Can I exchange my jewelry for another variant?

Yes, exchanges are available for other variants of the same product if stock is available. Follow the same return application process to apply for an exchange. If your requested variant is out of stock, we will process a full refund instead.

Jewelry Material & Care

What materials are your jewelry made from?

Our jewelry is crafted with premium materials including sterling silver, 14k gold plating and high-grade cubic zirconia. Complete material specifications are listed on each individual product page.

How do I maintain my jewelry to avoid tarnish and damage?

  • Keep jewelry away from shower water, swimming pools, perfume, lotion and harsh cleaning chemicals
  • Take off all pieces before exercising or sleeping
  • Store jewelry separately in a cool, dry soft pouch to prevent scratches
  • Polish gently with a dedicated jewelry cleaning cloth only

Do you offer custom engraved personalized jewelry?

We offer limited engraving customization for select styles. All personalized custom pieces are final sale and non-refundable unless proven to have production defects.

Payment & Account

What payment options do you accept?

We accept Visa, Mastercard, American Express, Discover, PayPal, Shop Pay, Apple Pay and Google Pay.

Is my payment information secure?

Your payment data is fully protected. We never store complete credit card numbers on our servers. All payment transactions are encrypted and processed through certified secure third-party payment providers.

Must I register an account to place an order?

No account registration is mandatory; guest checkout is fully supported. Creating an account is optional, which lets you save shipping addresses, view full order history and track shipments faster.

General Support Questions

Where is your warehouse located?

All orders are fulfilled and shipped from our US warehouse at 35 Thatcher Rd, Dayton, NJ 08810, United States. Our facility does not accept walk-in visits or in-person drop-off returns.

What are your customer service working hours?

Our support team works Monday to Friday, 9:00 AM – 5:00 PM Eastern Time. We are closed on weekends and all US public holidays. All email inquiries receive a reply within 24 business hours.