Frequently Asked Questions
Everything you might want to know. Can't find your answer? Email hello@naracharm.com.
Orders & Shipping
Q: How long until my order ships? — A: Each piece is handmade, so please allow 1–3 business days for crafting, then 7–15 business days for international delivery. We will email you a tracking number as soon as it ships.
Q: Do you ship worldwide? — A: Yes, we ship globally via 4PX and EMS. Free standard shipping on orders over $120. Below that, shipping is a flat $6.90 to most countries.
Q: How do I track my order? — A: A tracking number is emailed once your order ships. You can also view it in My Account → Orders.
Q: Will I have to pay customs / import duties? — A: US orders under $800 are duty-free. EU and UK orders may be charged VAT at import — this is set by your local government and is the buyer's responsibility.
Returns & Exchanges
Q: What is your return policy? — A: 30 days from delivery for unworn items in original packaging. See our Returns page for full details.
Q: Can I exchange for a different size? — A: Yes. The fastest way is to return for a refund and place a new order. Reach us at support@naracharm.com and we will help.
Q: My item arrived damaged — A: Contact us within 7 days with a photo. We will send a free replacement or issue a full refund — no need to return the damaged piece.
Q: Who pays return shipping? — A: For change-of-mind returns, the buyer. For damaged or incorrect items, we cover it.
Products & Materials
Q: Are your pieces really handmade? — A: Yes. Every piece is crafted by hand by skilled artisans. Slight variations are natural and part of what makes each unique.
Q: What materials do you use? — A: Natural stones (amethyst, rose quartz, turquoise, jade, obsidian), 925 sterling silver, brass, Thai silk, hand-braided waxed cotton cord. Materials are listed on each product page.
Q: Are your earrings hypoallergenic? — A: Our silver-post earrings are low-allergy (sterling silver). Brass pieces may contain nickel — check each product page for specifics.
Q: Where do the materials come from? — A: Silver is sourced from Tibetan and Miao workshops. Stones are hand-selected from regional suppliers. Silk is hand-woven in northern Thailand.
Q: How do I care for my jewelry? — A: Avoid water, perfume, and lotions on silver. Store in the provided airtight bag when not wearing. Full care notes are on every product page.
Sizing
Q: How do I choose a bracelet size? — A: Measure your wrist snugly with a flexible tape and add 1–1.5cm of ease. See our Size Guide for details and a printable measuring tool.
Q: What necklace length should I pick? — A: 16in sits at the collarbone, 18in at the chest, 20in lower. See the Size Guide for a visual.
Q: Do phone charms fit all phones? — A: Yes — they attach through the small hole at the bottom of the case or directly to the phone body. A silicone loop is included for case-less phones.
Account & Payment
Q: Do I need an account to order? — A: No — you can check out as a guest. An account lets you track orders, save favorites, and check out faster next time.
Q: What payment methods do you accept? — A: Credit/debit cards (Visa, Mastercard, Amex), Apple Pay, Google Pay, and PayPal. All processed securely by Stripe — we never see your card number.
Q: Is my payment information safe? — A: Yes. All payments are handled by Stripe, which is PCI-DSS Level 1 certified. Nara Charm never stores your card number.
Gifting
Q: Do you offer gift wrapping? — A: Every order arrives gift-ready: a kraft keepsake box, a handwritten story card, and a blessing pouch. No extra charge.
Q: Can I include a personal message? — A: Yes — at checkout, look for "Gift note" and add your message. We handwrite it on a small card and tuck it in the box.
Q: Do you offer gift cards? — A: Not yet — coming soon. For now, the easiest way to let someone choose is to share a link to a specific product or collection.