Frequently Asked Questions
Like to know more about our delivery? How we source our materials? Where you can find a Shanore retailer? Find the answers to these and more questions below.
How do I place an order?
Simply choose the items you want, add them to your basket. When you’re ready to order, click the ‘checkout’ button. You need to complete all fields of the form.
Can I change my order?
Yes, If you have an issue with size, unwanted gift or other reason please just email us to confirm the best method of return at email@example.com with your change of order and the reasons why. Please do not ship until you have contacted us about best shipping options.
I didn’t get a confirmation email. Did my order go through?
Please check your junk mail and spam folder to ensure delivery. If you still have not received anything please email firstname.lastname@example.org for information.
How long will it take for my order to be dispatched?
Most orders are usually dispatched next day, special items such as bridal rings can sometimes take a couple of days longer due to stone setting as many pieces are finished to order. Contact us at email@example.com if you need more information.
Will I get a tracking number when my order ships?
Yes, you will receive a tracking number when your order is shipped. Please check your junk and spam folders in case it has been mistakenly delivered to one of these folders. Please click on the link in your email to get a tracking update.
What payment methods do you accept?
Visa, Mastercard and PayPal. Please note payment by American Express is only available via our PayPal payment option.
My card has not been accepted what can I do?
The most common issue when a credit card gets rejected is because what you are about to purchase is above your normal spending trend or because it’s an international payment, or in some cases, it is over a certain amount set by your bank. That is usually around $500. If you contact your Credit Card Company or bank you should be able to get them to authorize it for you at which stage you can come back to your ‘saved cart’ to complete your transaction. If you have any further issues, please contact us for assistance at firstname.lastname@example.org
Is your payment system secure?
Payment on the site is by all major credit cards. If you are uneasy about sending your credit card details online, please email us at email@example.com, send us your contact details and we will get back to you as soon as possible.
Important notice: We will never ask you to send your credit card details by email. Nor will we ever send you an email with a link to a payment page. If you receive such an email, please do not click on the link to enter your credit card details, and please contact us to let us know.
What currencies can I pay with?
Euros if you live in the EU, anywhere outside the EU is all in US Dollars.
How do I redeem a coupon?
Please enter the code on the checkout page and click the submit button.
Are there any duties or taxes to pay?
For shipments to the USA, there are no other charges everything is included, if you see something and it costs $300, then that is all that is charged to you. Nothing else is to be added.
However, if you live outside the US, then there will be other charges that apply. You will have import duty if you live in Canada and that is 17% approximately. This is charged when the parcel arrives in Canada and is payable by you upon delivery.
If you ship your order to the European Union, the price you pay already includes taxes, and you will not be liable for import duties.
Can I make a purchase if I live outside the US?
Yes, we ship worldwide. You can view our shipping rates here.
I don't know my finger size. What should I do?
We recommend you visit your local jewellers to get your finger measured. You can also view our Ring Size Converter page for tips on checking your ring size.
I can't find my finger size what can I do?
We carry most finger sizes but not all. If the finger size you would like is not listed please let us know, and we can see if it is possible to make that ring for you in the size you require. You can also view our Ring Size Converter page for tips on checking your ring size.
What if the ring doesn't fit when it arrives?
You can send it back for exchange free of charge. See here for return details.
What is the quality of the jewelry?
Our products are made with the highest quality materials and are always ethically sourced from our trusted suppliers. See how our jewelry is made.
Do you offer a repair service?
Yes, only if its a ShanOre product and has normal wear and tear issues.
Do you sell mount (settings) only? I have my own Diamond
Yes, we do, if you would like to our selection of Engagement Ring Mounts, please click here. If you have a diamond and know the sizes and shape of the stone please send us your special request to firstname.lastname@example.org and we will try and meet your needs.
What countries do you ship to?
We ship worldwide. Check our shipping rates to your region.
How much is delivery?
You can view our shipping rates here.
How long does delivery take?
Delivery time varies from country to country and can depend on customs. Choosing FedEx Priority during checkout is always a good idea if you are in a hurry. You can check shipping rates here.
What's the status of my order. Has it been shipped yet?
If your order has dispatched, you should have received a notification by email. Please check your spam and junk mail folders and if you still haven’t received anything, contact us at email@example.com for more information.
Do you ship to A.P.O. addresses?
We do ship to A.P.O. addresses, but we only send to A.P.O.’s by registered post. (FedEx will not ship to APO addresses)
What is your returns and exchange policy?
We offer a no quibble, 30-day money-back guarantee. If for any reason you decide not to keep your item, you can return it to us for a full refund on your items or exchange it for another item. Please ensure the item is unworn. Please ensure to follow our full return instructions here.
How long does it take to get a refund?
As soon as your order is arrives with us, we will issue your refund.
How long do I have to return items?
You have 30 days after you receive your package to return your order.
Do I have to pay to return items?
If you no longer require your purchase and would like to return it, please ensure that you include it in its original packaging with leaflets and you will be liable for return shipping costs. Please contact us to discuss the issue as we have various methods for cost-effective shipping returns. We will only cover shipping for defective or mistaken items. . See full return instructions here.
I have a question that's not listed here. Please help!
Email us at firstname.lastname@example.org
How do I use my ShanOre Digital Gift Card?
Using your ShanOre Digital Gift Card is simple; add the unique code received in your email into the Gift Voucher option available either at your Cart or Checkout page and click ‘apply gift card’. Your card balance will be immediately redeemed from your cart.
Can I use my ShanOre card in one of your retailers' stores?
Unfortunately, not. Your ShanOre Digital Gift Card can only be used at shanore.com.
How can I see my ShanOre Digital Gift Card Balance?
To see your card balance, please login into your user account, select check voucher balance, add your unique code received by email. The balance of your card will display on your screen.
If you have problems checking your balance, please get in contact with our customer support at email@example.com com, and we will be happy to assist you.
Can I return my ShanOre Digital Gift Card?
Unfortunately, the ShanOre Gift Card cannot be returned. For more information check our Terms & Conditions.
Can I exchange my ShanOre Digital Gift Card for cash or payment?
Unfortunately, your ShanOre Digital Gift Card cannot be exchanged for cash or payment.
When does my ShanOre Digital Gift Card Expire?
Your ShanOre Digital Gift Card has no expiry date and can be enjoyed all year round. Lucky you!
Do I have to use all my ShanOre Digital Gift Card Balance at once?
No. You can either use all your balance or save some to use later.
How can I split my balance between multiple purchases?
Let’s assume you received a $200 gift card but at the moment you want to buy an $80 item, apply your code at checkout and only the amount of your purchase will be redeemed from your card. The remaining balance can be used in your next purchase.
Can I exchange/return products bought with my ShanOre Digital Gift Card?
Purchases made with a ShanOre Gift Card are entitled to an exchange for other ShanOre products, but unfortunately, they are not applicable for a refund. Read more about our exchange policy.
I didn’t receive an email with my Gift Card, what should I do?
We always suggest checking your spam box first. If you still cannot find your email, please get in contact with our customer care immediately at firstname.lastname@example.org. Our team will be happy to assist with your query.
I’d like to talk to your customer service team.
Please get in touch. We’re here to help you to choose a ring for a lifetime, for a proposal, or a gift for a special occasion. And for any other questions.