FAQ
Effective Date: October 9, 2026 Last Updated: October 9, 2026
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General Inquiries
What is rawstoneatelier? rawstoneatelier is an independent online jewelry brand dedicated to artisanal raw stone earrings, natural mineral drops, textured metalwork, and handcrafted statement ear jewelry. We combine raw earth aesthetics with modern wearable comfort.
How do I get in touch with customer support? You can contact our customer service desk anytime by emailing service@rawstoneatelier.com. Our operating hours are Monday through Friday, 9:00 AM to 6:00 PM PDT. We strive to reply to all inquiries within 24 to 48 business hours.
Can I modify or cancel my order after it has been placed? We process orders promptly following payment verification to ensure fast fulfillment. If you need to modify your shipping address or cancel an order, please email service@rawstoneatelier.com immediately with your order number. While we cannot guarantee modifications once an order has been forwarded to fulfillment or carrier dispatch, we will make every reasonable effort to accommodate your request prior to shipment.
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Shipping & Delivery
What are your shipping rates and thresholds? We offer clear, transparent flat-rate shipping tiers based on your order subtotal:
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Standard Shipping (Orders $0.00 to $48.99): $5.99
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Free Standard Shipping (Orders $49.00 and above): Free ($0.00)
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Expedited Shipping (Available on all eligible orders): $8.99
How long does shipping take? Estimated delivery time across all shipping methods is 10 to 20 business days following carrier dispatch. Prior to shipment, orders undergo a quality verification, packaging, and handling window of 1 to 3 business days.
How can I track my shipment? Once your parcel is dispatched from our facility, you will receive an automated shipping confirmation email containing your carrier tracking number and an online tracking portal link. Please allow 48 to 72 hours from dispatch for the carrier tracking system to update with initial scan events.
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Returns & Refunds
Do you accept returns and issue refunds? Yes. We accept returns and offer refunds for eligible items that are unworn, undamaged, and kept in their original packaging with all security tags, hygiene seals, and protective elements intact.
Where do I send my return package? All returns must be shipped to our designated return facility address. You must contact service@rawstoneatelier.com prior to mailing any items back. Our team will verify your return eligibility and provide you with an authorized Return Merchandise Authorization (RMA) along with the specific designated return facility address. Shipments sent without prior authorization or mailed to the address on the parcel label will be refused.
Who pays for return shipping fees? For standard or discretionary returns (such as change of mind, personal preference, or styling decisions), the customer is responsible for all return shipping postage, courier costs, and tracking fees. If you receive a verified defective, damaged, or incorrect item due to our operational error, rawstoneatelier will provide a prepaid return label or cover reasonable return shipping expenses.
When will I receive my refund? Once your return package arrives at our designated facility and passes inspection, your refund will be processed to your original payment method within 5 to 7 business days. It may take an additional 3 to 10 business days for the funds to reflect on your account, depending on your bank or credit card provider.
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Jewelry Care & Materials
Are your earrings heavy on the earlobes? We engineer our artisanal earrings using lightweight alloy settings, balanced articulated links, and hollow-form framework to ensure that even bold raw stone silhouettes deliver comfortable, strain-free wear throughout the day.
How should I care for my raw stone earrings? To maintain natural mineral colors and metal finishes, avoid direct contact with water, chlorine, salt water, perfumes, hairsprays, lotions, and harsh cleaning chemicals. Put your earrings on after completing makeup and hair routines, and remove them before showering, swimming, working out, or going to bed. Gently wipe clean with a soft, dry lint-free cloth after wear, and store them flat in a lined jewelry pouch away from moisture and direct sunlight.