FAQs
Quick Help
Find answers faster: start with the topics below, or expand the FAQs for details.
Orders & Shipping
Where can I track my order?
You can track your parcel anytime on our tracking page: Track Order. You’ll also receive a shipping confirmation email with a tracking link when your order ships.
How long is processing & delivery?
Processing is usually 1–3 business days. Delivery time depends on destination and shipping method. See full estimates here: Shipping Policy.
Can I change address or cancel after placing an order?
Please contact us with your order number ASAP. If the package hasn’t shipped, we’ll do our best to update or cancel it for you.
Will I be charged customs or VAT?
Customs and tax rules vary by country/region. Learn how we handle EU/UK VAT and duties for other regions here: Customs & Tax Policy.
Returns & Exchanges
What is your return window?
Unworn items in original condition can usually be returned within the posted timeframe. Full terms and how‑to steps are in our Returns & Exchange Center.
How do I start a return or exchange?
Please submit your request via the Returns & Exchange Center. Have your order number and email ready.
My item arrived damaged/incorrect — what should I do?
We’re sorry! Please contact us within 7 days with photos/videos of the issue and your order number so we can assist quickly.
Sizing
How do I choose my charm bracelet size?
Measure your wrist and add room for charms. See our step‑by‑step guide and fit tips here: Size Guide.
Will ATHENAIE charms fit my bracelet?
Our charm beads fit most mainstream charm bracelets with similar core sizes. For detailed compatibility notes, check each product page or ask us.
Materials & Care
What materials are used in your jewelry?
We mainly use rhodium-plated 925 sterling silver, Murano glass torch-worked in our studio from Italian glass rods, and 3A cubic zirconia. Selected pieces add solid 14K gold or 18K gold-plated accents, or Crystals by Swarovski®; each product page lists its exact materials. Learn more about our craft here: Our Materials & Craftsmanship.
How do I care for silver, glass and enamel charms?
Wipe after wear, avoid harsh chemicals, store dry and separate. Full care by category: Product Care.
Is your jewelry nickel-safe?
Every piece is REACH-tested for nickel release before it goes on sale, and our sterling silver is rhodium-plated. If you have a known metal allergy, please check the materials on each product page or contact us for more details.
Payments & Promotions
What payment methods do you accept?
We accept major credit/debit cards and other region‑available methods shown at checkout. If your payment fails, try a different card or contact support.
Can I use multiple promo codes?
Unless specified, only one promo code can be applied per order. Promotions cannot be combined with certain discounts or bundles.
Wholesale & Collaboration
Do you offer wholesale or distribution?
Yes. See program details and apply here: Wholesale & Distributor.
How can influencers collaborate with ATHENAIE?
We welcome creators from the US, UK, EU, CA, AU, NZ and more. Learn how it works: Influencer Collaboration.
Still need help?
Can’t find the answer? We’re happy to help and usually reply within 1–2 business days.