FREQUENTLY ASKED QUESTIONS
YOUR ORDER
I changed my mind about my purchase. Can I return it for a refund?
We truly hope you love your choice. However, for change-of-mind decisions, we're unable to accept returns or provide refunds. We appreciate your understanding.
I received a defective item. What should I do?
We sincerely apologize for that inconvenience. Please notify us within 30 days, and we will send you a replacement without any need for you to return the defective item. However, please note that natural characteristics of freshwater pearls, like pits or lines, are not considered defects.
My package hasn't arrived. What steps can I take?
If your package appears to be missing, please reach out to us. For our international customers, if tracking shows your package as delivered but you haven't received it, please confirm with your local post office and provide us with a confirmation.
How should I care for my jewelry to ensure its longevity?
To maximize the lifespan of your jewelry, we strongly recommend following our jewelry care guidelines. For after-sales inquiries, providing timely photos or videos can be helpful for our records. Do note, intentional damage to products is not covered under our policy.
What happens if a product I purchased gets discontinued?
If a product you've bought from us is discontinued, we regretfully won't be able to offer a direct replacement for that specific item.
I have a concern about my jewelry, but it's been over 30 days since my purchase. Can I still reach out?
Absolutely! We stand by the quality of our products. If you face any issues between 30 days and up to 2 years from your purchase date, please email us. We're committed to working with you to find a solution that brings satisfaction.
SHIPPING & DELIVERY
How much do you charge for shipping?
For orders valued at RM 150 and below, we charge a shipping fee of RM 15. Orders above RM 150 qualify for free shipping.
Why is there a shipping fee for orders below RM 150 or its equivalent of USD 35?
The shipping fee helps cover the logistics and handling costs for smaller orders. We strive to provide the best service and prompt delivery for all our customers.
If my order is just slightly below RM 150 or its equivalent of USD 35, do I still need to pay the shipping fee?
Yes, all orders that are RM 150 and below incur a RM 15 shipping fee. To enjoy free shipping, you can consider adding another item to your order to exceed the RM 150 threshold.
How can I avoid paying the shipping fee?
You can secure free shipping in two fantastic ways: First, by ensuring your total order value exceeds RM 150 or its equivalent of USD 35, or second, by becoming an esteemed member of the Spark VIP Club. Find out more about the Spark VIP Club, click here.
Are there any hidden charges apart from the shipping fee for orders below RM 150 or its equivalent of USD 35?
No, there are no hidden charges. We believe in transparency, and any applicable fees will be clearly indicated during the checkout process.
How long does it take for my order to be processed?
All orders, both local and international, are processed within 1-2 business days.
How long will it take for my order to arrive with standard shipping?
The estimated delivery time for standard shipping, whether local or international, is between 5-12 business days.
How can I track my order?
Once your order is dispatched, you'll receive a shipping confirmation email that includes your tracking number. You can use this number to monitor the status of your package.
Are there additional charges for international orders?
International deliveries might be subject to customs inspections, duties, and taxes specific to the destination country. Any additional charges resulting from these are the responsibility of the recipient.
What happens if I don’t receive my order within the estimated delivery time?
While we strive to ensure timely delivery, occasional delays due to customs or courier mishaps might occur. If your order doesn't arrive within the specified time frame, please contact our customer service team for assistance.
What should I do if I have more questions or concerns about my shipment?
For any additional inquiries or concerns regarding shipping, please reach out to our customer support team via help@somethingspark.com.
JEWELRY CARE
Are all Something Spark jewelry pieces made of 925 sterling silver?
Most of our jewelry is crafted from quality 925 sterling silver. However, some pieces are coated with 18K gold or platinum for added allure.
Can I wear my Something Spark jewelry in the shower or while swimming?
It's recommended to remove your jewelry before showering or swimming. Water, especially chlorinated or salt water, can tarnish the metal over time.
How should I clean my jewelry after wearing it?
After wearing, gently wipe down your jewelry with the silver polishing cloth we provide. This helps retain its shine and removes any impurities.
What's the best way to store my Something Spark jewelry?
Store each piece individually in a sealed bag. This prevents oxidation, tangling, and protects the jewelry from external elements.
Is it okay to wear my jewelry during workouts?
We advise removing your jewelry before any strenuous activities. Excessive sweat can tarnish and weaken the metal over time.
Can perfumes or moisturizers harm my jewelry?
Yes, direct contact with chemicals like perfumes, moisturizers, and creams can react with the metal and affect its shine. Always apply such products before wearing your jewelry to minimize contact.
ORDER AMENDMENT OR CANCELLATION
I've just placed an order. Can I make changes to it?
Once the checkout process is completed and your order is confirmed, we're unable to make any amendments. If you have concerns or inquiries regarding your order, please reach out to us via help@somethingspark.com.
I changed my mind. Can I cancel my order?
We're dedicated to processing orders quickly for our valued customers. This means that as soon as an order is placed, it's sent to our fulfillment department. If you need to cancel or make changes shortly after your order is placed, please contact us immediately. We'll do our best to assist, but please note that cancellations or changes are not always possible.
PRODUCT INFORMATION
What is the composition of your jewelry?
Our jewelry is made of 92.5% silver, combined with 7.5% of other metal components. The surface of most of our products is plated with 18k gold. Most customers do not experience allergies with our jewelry, though those with extreme sensitivities may want to be cautious.
Can you detail the metal components of your products?
Certainly! Here's the breakdown:
- Vintage Gold Finish: 925 sterling silver plated with 18K vintage gold.
- Gold Finish: 925 sterling silver plated with 18K gold.
- Platinum Finish: 925 sterling silver plated with 18K white gold.
- Silver Finish: Pure 925 sterling silver.
- Natural Pearl Series: Natural freshwater pearls.
- Shell Pearl Series: Artificial shell pearls.
Are your products Nickel free?
While our products are standardized at 92.5% silver, S925 silver may contain elements like copper and nickel.
Is your jewelry hypoallergenic?
Most of our customers don't experience allergic reactions to our jewelry, given that it's primarily made of 92.5% silver and has an 18k gold plating. However, allergic reactions can vary from individual to individual. If you experience an allergic reaction, please stop wearing the product. If the condition worsens, seek a doctor's advice immediately.
Is your Sterling Silver genuine?
Yes, our Sterling Silver is genuine and consists of 92.5% silver.
How do I know if the item will fit?
Please refer to the specification and the size guide provided for the product. Our necklaces and bracelets come with extensions, and all our rings are adjustable to fit a range of sizes.