Frequently Asked Questions (FAQ)
Welcome to our FAQ! We’ve gathered the most common questions from our community. If you don't find what you're looking for, feel free to reach out to us via our Contact Us page—we’re always happy to help!
Where are you located?
We are a small, independent online business based in San Ramon, California, USA. All of our products are thoughtfully stored, inspected, and shipped directly from our California home to yours!
How do I contact customer service?
We’d love to hear from you! Please reach out to us using the Contact Us form on our website or email us directly. Our team is available Monday through Friday, 9:00 AM – 5:00 PM (PST). We typically respond to all inquiries within 24 hours on business days.
What materials do you use? Are they hypoallergenic?
We bridge two worlds: the natural intention of genuine crystals and the timeless elegance of fine fashion jewelry. Our collection features natural gemstones, freshwater pearls, cubic zirconia (CZ), moissanite, 925 sterling silver, and high-quality gold/rhodium-plated brass. Most of our pieces are crafted for everyday comfort and sensitive skin, but materials vary by design. Please check individual product pages for exact material details.
Is the jewelry waterproof? How should I care for it?
To keep your SHORELUME pieces looking their best, light water exposure (like quick handwashing) is fine, but we strongly recommend removing your jewelry before swimming, showering, or using lotions and perfumes. Store your pieces in a dry place or jewelry pouch when not in use.
Do you offer custom designs or engraving?
To keep our processing fast and prices accessible, we do not offer custom resizing or engraving services at this time. Everything available on our site is ready to ship!
Where do you ship?
We proudly ship to customers all across the USA and worldwide!
How long will it take to get my order?
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Processing Time: Every order is carefully hand-packed with love and typically processes within 1 to 3 business days. (During high-demand promotional periods, processing may take up to 2–7 days, and we will email you if there is any delay).
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US Domestic Delivery: Shipped directly from California, domestic packages usually arrive within 3 to 5 business days.
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International Delivery: Shipping times vary depending on your destination and customs clearance, typically ranging from 1 to 3 weeks. You can view estimated delivery times at checkout.
How do I track my order?
As soon as your package ships, you will receive an automated email notification with your tracking number so you can follow its journey to your doorstep.
Do you film ASMR packing videos for every order?
We love sharing our packing process! However, because each ASMR video takes over 8 hours to film and edit, we cannot record a video for every single order. That said, every order is packed with the exact same care and love!
How can I request an ASMR packing video for my order?
If you would like your order filmed for our social media, please review the requirements below:
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Minimum Purchase: A minimum order of 3 or more jewelry items is required.
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Flexible Schedule: You must be willing to align with our filming schedule (your order will ship after filming is completed).
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How to Request: Leave a note at checkout asking for an ASMR video, or contact us directly via email after placing your order to check filming availability.
What payment methods do you accept?
We accept major credit cards (Visa, MasterCard, American Express, Discover), PayPal, and Shop Pay.
What is your return policy?
We want you to love your new pieces! If you aren't completely happy with your purchase, we accept returns within 30 days of delivery. Items must be unworn, in their original condition, and in their original packaging.
How do I start a return?
Simply submit a message via our Contact Us form with your Order Number and reason for return. We will reply with detailed return instructions and a prepaid return shipping label. Please note: The cost of the return shipping label will be deducted from your final refund, and original shipping fees are non-refundable.
Do you offer direct exchanges?
The fastest way to exchange an item is to return the original item for a refund and place a separate new order for the item you'd like instead.