FAQ

All our jewelry is made from the highest quality stainless steel, then plated with 18k gold using a technique called PVD (Physical Vapor Deposition).

This new way of plating is 10x stronger than standard gold or silver plating, making our jewelry 100% waterproof!

All pieces are made from the highest quality stainless steel. Our materials are considered safe to use for anyone with allergies or sensitive skin.

Yes! We use genuine freshwater pearls that are carefully selected and highly valued for their beautiful rainbow luster.

This is all possible due to our unique plating process! We use the highest quality stainless steel that is then plated with 18k gold using a technique called PVD (Physical Vapor Deposition).

This new, modern way of plating, is ten times thicker than standard gold plating, is environmentally friendly, and uses a vacuum coating process, resulting in an extremely durable finish. This durability naturally makes it almost anything proof!

Cleaning Tips:

• Use only water and a mild soap to wash your jewelry.
• Use a soft cloth to help clean it (no abrasive cleaning tools).
• Regularly cleaning your pieces can keep residues to a minimum making them shine on the daily.

Storage Tips:

• Your jewelry already comes with our Atolea pouch which is perfect for keeping your jewelry safe!
• It's always best to store your jewelry in a way where they aren't rubbing against each other to prevent scratches.
• Any pouch or jewelry box with a soft texture inside is optimal.
• Make sure your jewelry is dry before storing it.

Every single Atolea order comes in a branded box, a jewelry pouch for every piece of jewelry, and a pack of stickers.

In addition, we are happy to share that we only use eco-friendly packaging and recycled paper.

Our ring size chart is listed under the ring sizes available for each ring or you can visit our Ring Size Chart.

If you need your necklace to be a bit longer, we offer a convenient chain extender to suit your needs. For your convenience, there is no minimum purchase requirement for free shipping, making it easy to order! You can find the chain extender here: Chain Extender.

Yes! We have a waitlist for all sold out items on any product's page still on our stock list. This item will have a "NOTIFY ME WHEN AVAILABLE" button in place of "ADD TO CART" where you can enter your email. This way you'll get an email notifying you as soon as it's available again.

Making a small adjustment from time to time will keep your earrings tight and working like new! Follow our guide here.

$0! All orders come with free worldwide shipping and tracking.

Along with our free shipping worldwide, all the duties & taxes are covered! We can guarantee there are no extra fees.

You can find our estimated delivery times here!

We currently ship to the United Kingdom, United States, Australia, Canada, Europe, and most of the world. We are unable to ship to Russia, French Polynesia, and China at this time.

You will receive an order confirmation via email as soon as you have placed your order. Typically, your order will be processed and dispatched within 1-2 business days. Please note, there may be fulfillment delays due to unforeseen circumstances. As soon as your order is on its way it may take between 5-15 days depending on your shipping destination and order delays. We'll send you the tracking number via email, allowing you to follow its journey on our tracking page. An email notification will be sent when your order is shipped and delivered.

Track Your Order Here

You’ll be able to track the status of your order as soon as you place an order on our tracking page by entering your order number and email. You can locate your order number in your account and/or order confirmation email. Once entered, you will see the following: Ordered > In Process > Order Ready > In Transit > Out for Delivery > Delivered.

Track Your Order Status Here

Our team works very efficiently and quickly to process orders. We are unable to guarantee any cancellations or changes to your order once placed. If you have an incorrect shipping address please reach out to us at support@atoleajewelry.customerdesk.io.

The first useful tip is to see if your connection is optimal. If it's not, waiting a bit longer for your cart/page to load and process your order could be the solution.

If that doesn't work, we recommend trying the following steps:

• Use another browser or device
• Make sure that your card is open for international payments
• Try another payment method or contact your bank

Please don't hesitate to contact us at support@atoleajewelry.customerdesk.io if you are still experiencing issues.

While we can ensure this doesn't happen often, we're so sorry for the delay! Although we rely on our shipping partners to provide the most efficient services, unforeseen circumstances can arise.

If your order is considered late: Please kindly consider potential shipping delays. Atolea cannot be held responsible for lost or stolen packages. To start, we suggest double-checking that your shipping address is correct. We find that tiny details such as house/door number, street, and postal code can sometimes be missed.

Once your address is confirmed, if your order is past 30 days please contact us at support@atoleajewelry.customerdesk.io and we will do our best to assist you in any way we can. 

We're so sorry for this inconvenience! Although we rely on our shipping partners to provide the best delivery services, unforeseen circumstances can arise on rare occasions.

If your order is marked as "Delivered": We recommend searching the surrounding areas of the shipping address and reaching out to neighbors. After allowing for a minimum of three business days for any potential developments, we advise submitting a claim with your local carrier directly. If you still haven't received your order, please contact us within 7 business days at support@atoleajewelry.customerdesk.io and we will help every step of the way.

If you received the wrong item or an item is missing from your order, please contact us at support@atoleajewelry.customerdesk.io to submit a claim within 3 business days after receiving your package including your order number, a photograph of the items you received, and your shipping label. Our team will be able to investigate this with our packing team and carrier partners.

We're sorry to hear this! In this case, most likely the wrong email address has been entered. Please contact us at support@atoleajewelry.customerdesk.io and we will assist you in locating your order. Make sure to include your full name, shipping address, and phone number associated with your order.

You can find our return and exchange policy here!

If you are eligible after reviewing our return and exchange policy, please reach out to us at support@atoleajewelry.customerdesk.io with the information below and we will assist you through the necessary steps.

• Order Number
• Item(s) requesting to be returned or exchanged

Gifts can be exchanged for store credit. If you are eligible after reviewing our return and exchange policy, please reach out to us at support@atoleajewelry.customerdesk.io with the information below and we will assist you through the necessary steps.

• Customer’s email
• Order number
• Item(s) requesting to be exchanged

Please note that while we are happy to refund or exchange for store credit, we do not cover the cost of return shipping. You will be responsible for the return shipping cost and providing a tracking number for proof of return. The return shipping fee is based off the courier service you select (local post office, DHL, etc.) that best suits your needs.

Here is everything you need to know about your coverage with our Lifetime Color Warranty!

In the event that there is a gold or silver color issue, you may submit a claim at any time. Once approved, you are eligible for a replacement or store credit. Gifted jewelry is only eligible for store credit. Store credit will be calculated according to the promotional discount applied to the item. Make sure to keep all previously damaged items with you for your future warranty claims. Your item must be purchased from atoleajewelry.com. Mystery products and free gifts are not covered under our warranty. Atolea Jewelry reserves the right to deny any warranty claim.

Coverage includes:

• Significant gold or silver color issues

Does not include:

• Lost jewelry
• Pearl discoloration
• Normal wear and tear, including minor damage
• Damage from misuse of jewelry or improper storage

If you are eligible and wish to submit a claim, please reach out to us at support@atoleajewelry.customerdesk.io with the following information:

• Current shipping address
• Your order number
• Which item is damaged
• A description of the problem
• Photographic evidence

Here is everything you need to know about our broken/faulty item warranty!

In the event you have received a faulty item or a piece of jewelry has broken due to a manufacturing defect you have within 90 days of the item(s) delivery to submit a claim. Once approved, you are eligible for a replacement or store credit. Gifted jewelry is only eligible for store credit. Store credit will be calculated according to the promotional discount applied to the item. Make sure to keep all previously damaged items with you for your future warranty claims. Your item must be purchased from atoleajewelry.com. Mystery products and free gifts are not covered under our warranty. Atolea Jewelry reserves the right to deny any warranty claim.

Coverage includes:

• Manufacturing defects

Does not include:

• Lost jewelry
• Normal wear and tear, including minor damage
• Damage from misuse of jewelry or improper storage 

If you are eligible and wish to submit a claim, please reach out to support@atoleajewelry.customerdesk.io with the following information:

• Current shipping address
• Your order number
• Which item is damaged
• A description of the problem
• Photographic evidence
• Plus a video if necessary (i.e. earring clasps)

To snag Buy 2 Get 1 Free, you'll need to add 3 pieces of jewelry to your cart. This offer is cumulative, so you can even add 6 items to your cart and get 2 free, and so on! With this there is no minimum price you need to meet.

It’s important to note that bundles count as one (1) item. Freebies you unlock in your cart are not included in the 3 items.

A limit of one (1) discount may be applied to each order. If a second discount code is applied, our system will select the better deal and the other discount will not be applied.

Don't forget to input your code in the discount box at checkout! You should see the least expensive item will automatically zero out.

A limit of one 1 discount may be applied to each order. If a second discount code is applied, our system will automatically select the better deal and the other discount will not be applied.

To ensure you receive our free gifts, a minimum purchase is required. If you meet the minimum purchase, you are eligible for up to one free gift and one free bracelet.

We accept card payments with Visa, MasterCard, and American Express. Aside from the major credit cards, we also accept PayPal, Apple Pay, Google Pay, and Shop Pay!

When selecting PayPal as a payment option at checkout, you will be directed to the PayPal site to 'Log in' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to atoleajewelry.com.

On the top-left corner or bottom-left corner of the website, you have the option to convert the currency and this is all converted from our main currency which is the Euro (€) as we are headquartered in France. There should also be a pop-up window that lets you change the currency easily.

Oh no! We recommend trying the following actions:

• Use another browser or device 
• Make sure that your card is open for international payments
• Try another payment method or contact your bank

If you've tried those, it might be best to try again in a few hours just in case this is an isolated error.

1. Credit Card 

From the day the return is processed by our customer support team, depending on your bank, it will take around 2-7 business days for the refund amount to appear on your end. 

2. Debit Visa Card

Online purchases made with a Debit Visa Card will be processed as a credit card, and it will take around 2-7 business days for the refund amount to appear on your end. 

3. Paypal

Once a refund has been made back to your PayPal account, you will receive a notification from PayPal. It will take around 2-7 business days for the refund amount to appear on your end. 

Of course! We offer digital gift cards with instant delivery.

Our digital gift cards are delivered by email and contain instructions to redeem them at checkout. They have no minimum order value and no additional processing fees.

If you would like to purchase a gift card, you can find them here.

When you're ready to place an order with your gift card, just head to our checkout page and enter your code in the discount box. The value of your gift card will be automatically deducted from your order. If there is any remaining balance, you may pay with any of our accepted payment methods. If the gift card is in a different currency, no worries, it will be converted at checkout!

It just so happens that every single Atolea order comes in a branded box, a jewelry pouch for every piece of jewelry, and a pack of stickers. Altogether it makes the perfect gift for someone special!

There is also no packing slip included, so there is no indication of pricing. Overall, it's all set to send as a gift. All you need to do is add the recipient's name & address.

It's best to try our forgot password option on the login page. You will need to enter your email and a set of instructions will be sent to your inbox. Follow the password reset instructions to create a new password.

If you didn't receive the password reset instructions, it might help to check your spam.

If you don't recall the email associated with your account, please reach out to us at nordivoltd@gmail.com with your full name and shipping address. We can you assist in locating your account.