Frequently asked questions

Shopping

Where is my order? I haven’t received it yet.


All our products are handcrafted with love and some are made specially to order. For that reason, very occasionally, there may be a delay in your order. Please feel free to contact us with your tracking order number if you are concerned. We always strive to get your items to you as quickly as possible.




Do you use natural, real pearls in your products?


Our designs include the use of both natural and synthetic pearls. All products which use real pearls will be labelled "freshwater" in the product description.




Would these turn my neck green?


All our products are made with a precious metal, sterling silver. Unlike cheaper products made of copper or brass this metal does leave any discoloration on the skin.




Is this costume jewelry?


No. All our products are made with high quality materials and genuine Swarovski Crystals. The sterling silver base material is incredibly durable; ensuring our beautiful designs will last a lifetime.




Can I make a custom request?


Yes. We’d love to hear from you- we love special projects. Designing gorgeous products for gorgeous people is what drives us.




What kind of metal do you use?


All our designs are crafted from pure sterling silver. Sterling silver is considered the industry standard for beautiful, durable, high-quality jewelry. On top of that we use a coating of either rhodium or gold plating to achieve a flawless finish.





Shipping

Will I receive a tracking number for my order?


Yes. We’ll send you a tracking number as part of your confirmation email. You can use this to follow your parcel from creation to final delivery.




Do you have a retail store?


Not currently, we work solely through our webstore. All our products can be purchased online and are produced to order.




How long will it take to receive my order?


Each order is subject to availability and standard shipping is 3-5 days from confirmation of availability. Please allow extra time for orders which need to be made especially for you.




Do you have International shipping?


Standard delivery for international shipping is 10-14 days. Please allow extra time for any custom orders.

Currently we ship to every country except Japan and Mainland China. For whensmokeclears® products in these countries you can visit our Stockists page- located in the left-hand navigation bar on our website.





Contact Us

Return Policy


We make all our designs with you in mind. Often, they are crafted especially for you once you place your order. As a result, all our sales are final.




Are there gift-wrapping options?


You will receive all orders carefully wrapped in our very own Whensmokeclears® packaging. This includes a gorgeous velvet box, to keep your product safe and secure, as well as branded bags so you can rest assured knowing you have the genuine article.




Will I get a Physical Receipt?


Yes. We will send you a physical receipt with every purchase.





Guarantee

How do I guarantee authenticity?


All authentic Whensmokeclears® merchandise will ship with our original branded packaging, a physical receipt and datecode sticker for your peace of mind.




Do all your products have a Warranty?


Yes, we provide a lifetime warranty on repairs. Our heart and soul go into all our products and we expect them to last you a lifetime. If for any reason you have a problem with your product, please don’t hesitate to contact us.




Can I get my order repaired?


Yes. We use the best quality materials and fixtures in our products, so repairs are very unlikely. However, if you do need a repair please email us for a Service Request. Our experts will assess the product and contact you directly to discuss the repair.




Do other sites sell authentic Whensmokeclears merchandise?


Yes. You can find out more by visiting our Stockists page.





WHENSMOKECLEARS®

JEWELRY AND FASHION HOUSE

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