Frequently Asked Questions (FAQ)
General Information
1. Do you have retail store locations?
No, SoulVibe Gems is an online-only store. Shop our full collection at soulvibegems.com.
2. Do you offer bulk or wholesale orders?
We don't currently offer wholesale. For special requests, please contact us at support@soulvibegems.com.
Orders & Promotions
3. Do you have active discount codes or promotions?
Yes! Use code WELCOME15 for 15% off your first order. Follow us on Instagram and Pinterest for seasonal deals.
4. How can I contact customer service?
Email us at support@soulvibegems.com. We respond within 1–2 business days.
Shipping & Delivery
5. Do you offer express shipping?
Yes! We offer DHL Express and USPS Express options at checkout.
6. Do you ship internationally?
Yes, we ship worldwide. Delivery takes 10–25 business days depending on your location. Please note customs duties may apply.
7. Do you offer free shipping?
Yes! We offer free shipping on all orders, no minimum required.
Returns & Exchanges
8. What is your return policy?
We accept returns within 30 days of delivery. Items must be unworn and in original condition. To start a return, email us at support@soulvibegems.com with your order number.
9. What if my item arrives damaged?
We're so sorry! Please email us within 7 days of delivery with a photo of the damage and we'll send a replacement or full refund right away.
Product Authenticity
10. Are your crystals real and natural?
Absolutely! All SoulVibe Gems crystals are 100% natural, hand-selected gemstones. We never use synthetic or dyed stones. Each piece is unique in color and pattern.
11. How do you ensure the authenticity of your crystals?
We carefully source our gemstones from trusted suppliers and personally inspect each stone for quality. If you ever have questions about a specific crystal, feel free to reach out to us at support@soulvibegems.com.
Crystal Care
12. How do I care for my crystal bracelet?
To keep your bracelet looking beautiful: avoid contact with water, perfume, and harsh chemicals; store in a soft pouch or jewelry box when not wearing; cleanse your crystals monthly by placing them in moonlight overnight or using sage smoke.
13. Can I wear my bracelet every day?
Yes! Our bracelets are designed for everyday wear. However, we recommend removing them before swimming, showering, or exercising to extend their life.
Payment
14. What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and Shop Pay. All transactions are secured with SSL encryption for your safety.
15. Is my payment information secure?
Yes, 100%. SoulVibe Gems uses Shopify's industry-leading security. We never store your payment details.