FAQ


Got questions? Here are the topics that our customers frequently ask about:

Jade Jewelry

Isn't jade only in green?
There is actually a spectrum of different colors of jade. At TRACE, we use only natural, untreated jadeite jade, which can be apple green to dark green, or white, black, lavender, yellow, and even red.

Does jade change color over time?
There are traditional believes that jade can turn color when it has been in contact with skin for a period of time. The theory is that with the wearer's body warmth and oils, the more intense patches of color in the jade stone may even out.

However, there is no scientific proof on the theories about jade and its relationship to its wearer. Though these may be myths, we simply love wearing jade all the time!

How do I care for my jewelry?
Keep your TRACE fine jewelry in its original gift pouch to avoid scratches. Remove your jewelry when swimming. Shine your jewelry with a soft chamois cloth. Read more in our detailed blog post.

Shopping

What if the style or color I wanted isn't offered? Do you do custom orders?
Yes we do make custom jewelry designs. Feel free to email us with your request and we would be happy to help. We have made pieces with modifications to our existing designs as well as one-of-a-kind designs for women, men, and babies.

What payment methods do you accept?
Our shop uses PayPal and accepts major credit cards (Visa, MasterCard, American Express, and Discover). All our transactions are secure and encrypted, and your credit card information is never stored.

Which currency can I buy in?
We currently accept purchases only in US Dollars. Although we can display our pricing also in other international currencies, our payment processing is done in US Dollars according to the exchange rate from PayPal.

Will my personal information be kept private?
We guarantee that all personal data will be kept private and confidential, and that we will never give out any of your information without your authorization. For further details, please see our privacy policy.

Shipping

Do you ship to my country?
We ship worldwide with trackable services and insurance. Delivery times may vary. Import duties and taxes are not included in the item price or shipping cost. You will be responsible for any of these charges that may be incurred.

How long will it be before I receive my order?
Once your address and payment details have been approved, we will ship your order within 2 business days. Delivery times from dispatch depends on your country.

Orders

Can I cancel or modify my order?
TRACE is happy to accept cancellations or modifications up to the moment your order has been verified and processed. After that, you cannot cancel your order, but you may return it.

Can I return my order?
TRACE can offer an exchange or refund within 14 days from the day you receive your item. Please read our return and exchange policy for more information.

Do you have a warranty?
Each piece of TRACE jewelry comes with a one-year warranty from the date of purchase. We will repair for free any item which has become faulty within the warranty period (under normal conditions of wear and tear).

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