PURMOON FAQ
Shipping FAQ
1. Where do you ship from?
Most Purmoon orders ship from our fulfillment center in Hong Kong or China, depending on inventory and logistics availability.
2. Do you offer free shipping?
Yes. We offer free standard shipping on orders over USD $149.
Orders below USD $149 will be charged a standard shipping fee at checkout.
3. When will my order ship?
Orders are usually processed within 1–3 business days.
Once your order ships, you will receive a tracking number by email.
4. How long does delivery take?
Estimated delivery is usually 7–15 business days, depending on your destination country and local courier service.
5. Do you ship internationally?
Yes. Purmoon ships to selected international destinations.
Delivery availability may vary by country or region due to courier service, customs policies, and local shipping restrictions.
If courier service is not available for your address, we will contact you as soon as possible.
6. Do you ship to P.O. boxes?
At this time, we do not ship to P.O. boxes.
Please provide a physical shipping address to help ensure successful delivery.
7. Do I have to pay duties or taxes?
Import duties, taxes, or customs fees may vary by country and are determined by your local customs authority.
If applicable, these charges are the responsibility of the customer.
8. How can I track my order?
Once your order ships, you will receive a tracking email with your tracking number and tracking link.
You can use this link to follow your package online.
9. What does an estimated ship date mean?
10. The tracking says "delivered,” but I haven't received my order. What should I do?
Please first check with your local courier, neighbors, front desk, mailbox area, or building management.
If you still cannot locate your package, please contact us within 48 hours so we can help you look into it.
Product FAQ
1. Is your moissanite real?
Yes. Purmoon uses real lab-created moissanite, carefully selected for brilliance, clarity, and sparkle.
Each piece is checked before shipping to make sure it meets our quality standards.
2. What metal do you use?
Our jewelry is crafted with genuine S925 sterling silver.
Many pieces also feature a polished rhodium finish for a bright, refined look.
3. Is your jewelry suitable for sensitive skin?
Purmoon jewelry is made with S925 sterling silver and is designed to be gentle and comfortable for everyday wear.
If you have very sensitive skin or known metal allergies, we recommend checking the product details before purchase.
4. Why doesn’t my jewelry look exactly like the photos?
We do our best to show every piece as accurately as possible.
However, slight differences may occur due to lighting, screen settings, stone reflection, and hand-finishing details.
These small variations are normal and make each piece feel unique.
5. What if my jewelry arrives damaged?
If your item arrives damaged, please contact us within 48 hours of delivery.
Please include your order number and clear photos or videos of the issue so our team can assist you as quickly as possible.
6. How should I care for my moissanite and S925 silver jewelry?
Avoid perfumes, lotions, harsh chemicals, swimming, and showering while wearing your jewelry.
Store each piece separately in a soft pouch or jewelry box.
Clean gently with mild soap, warm water, and a soft cloth when needed.
Order Information
1. Can I add another item to my order?
If your order has not shipped yet, please contact us as soon as possible.
We will do our best to help before the order is processed.
Once an order has shipped, changes cannot be made.
2. Can I change my shipping address?
If your order has not shipped yet, we may be able to update your shipping address.
Please contact us immediately with your correct address.
Once the order has been shipped, the address cannot be changed.
3. How can I create an account?
You can create an account by clicking “Sign Up” on our website.
With an account, you can view your order history, save your shipping information, and track your purchases more easily.
4. Do you offer gift packaging?
Yes. Purmoon jewelry is carefully packed in an elegant gift box, ready for gifting.
It is suitable for birthdays, anniversaries, holidays, or meaningful everyday moments.
5. The item I want is out of stock. Will it come back?
Some popular designs may sell out quickly.
You can contact us to check restock availability. Selected styles are restocked based on demand.
6. I forgot to use my promo code. What should I do?
Promo codes must be applied at checkout.
If you forgot to use your code, please contact us as soon as possible.
Once an order has been completed or shipped, promo codes cannot be applied retroactively.
7. The item I purchased is now on sale. Can I get a price adjustment?
Prices and promotions may change from time to time.
We currently do not offer price adjustments for previous purchases.
Payment FAQ
1. Is my payment information safe?
Yes. Your payment security is important to us.
All transactions are processed through secure payment providers.
Purmoon does not store or have access to your full credit card information.
2. What payment methods do you accept?
We currently accept major credit cards and PayPal.
Available payment options may vary depending on your location.
3. Do I need a PayPal account to place an order?
No. You do not need a PayPal account.
You can check out using your credit or debit card through PayPal's secure payment system where available.
4. How does Purmoon protect my personal information?
We use your personal information only for order processing, customer service, and related support.
Your information is handled according to our Privacy Policy.