FAQ

MQ JEWELS is available to shop online 24/7!

Our regular business hours for shipping and customer service are:

Monday - Friday 10am-6pm UTC(Chinese Time Zone)

We are closed on all major U.S. federal holidays.

You can find our Returns and Exchanges policy HERE.

Yes, MQ JEWELS is committed to this policy and conducts business in an ethical, legal, and socially responsible manner. This commitment extends to suppliers and other associated external resources with which we choose to do business with. We purchase goods and services to the highest standards of ethical and environmental trade practices to include the provision of safe working conditions and the protection of workers across our supply chain.

Any inquiries please email us at info@luxnovajewels.com.

Please do not send multiple emails on the same inquiry. We answer all our emails in the order received. If you email us outside of business hours, we will respond when we return to the office. Please understand a longer response time if emailing over the weekend or holiday(s).

Oui, nous expédions partout dans le monde. Des frais d'expédition s'appliqueront et seront ajoutés au moment du paiement. Nous proposons des réductions et des promotions toute l'année, alors restez à l'écoute des offres exclusives.

Ca dépend d'où tu es. Les commandes traitées ici prendront 5 à 7 jours ouvrables pour arriver. Les livraisons à l'étranger peuvent prendre de 7 à 16 jours. Les détails de la livraison seront fournis dans votre e-mail de confirmation.

Nous utilisons tous les principaux transporteurs et partenaires de messagerie locaux. Il vous sera demandé de sélectionner un mode de livraison lors du paiement.

If you have provided an incorrect address and your order has not already shipped, we will do our best to update your order with the correct address. We cannot guarantee that your address will be changed to the correct address in time. Please email us at info@luxnovajewels.com .

An order confirmation and shipping confirmation are always sent to the email address or phone number that was used at checkout. They might be in the spam folder, please check spam if they are not in the inbox. We frequently get asked this question by customers who entered a mobile number at checkout, instead of an email address. In this case, please check your texts, as an order and shipping confirmation text will always be sent.

If you received the wrong item, please email us at info@luxnovajewels.com.

All of our items are carefully packaged and wrapped individually in bubble wrap. All items are thoroughly inspected prior to shipping. However, in the unfortunate case that an item is damaged while shipping, we will happily assist you in resolving this matter. If a charm or chain is damaged upon arrival, please contact us at info@luxnovajewels.com to file a claim.

Please note: some items may have variations because they are handmade or vintage.

• Gold plated, rose gold plated, and rhodium plated pieces have a brass base.
• Gold vermeil and rose gold vermeil pieces have a sterling silver base.
• Gold filled is composed of a solid thick layer of gold(14K or 18K gold) bonded to a base metal.

• With the proper care, your MQ JEWELS can last a long time.
• Sterling Silver Care: Sterling silver jewelry can be passed down from generation to generation with the right care. We encourage you to wear your silver everyday! Silver that is used regularly needs less care. In rare cases, silver can tarnish when it is exposed to salt, air, and products containing sulfur. But no need to worry, we offer cleaning services!
• Gold Filled / Gold/Rose Gold Vermeil / Gold/Rose Gold/Rhodium Plated: We encourage you to remove your jewelry before showering, exercising, and swimming. Gold Filled, Vermeil, and Plated jewelry can tarnish when in contact with perfumes, lotions or hair products. Please avoid harsh chemicals such as bleach, oil, jewelry cleaners, or polishing cloths as they can affect the finishing. To help keep your jewelry looking beautiful, store it in a dust bag, sealed plastic bag, or dry cloth bag.
• Piercing Style Earrings - Surgical Steel with Gold Plated over Brass Pendant: These earrings have a surgical steel post and ball backing making it perfect for those with mild skin sensitivity. Please note that the pendant is 18k gold, 18k rose gold, or rhodium plated over brass and can cause slight irritation for those with moderate or very sensitive skin. Please remove before showering, swimming, working out, etc. Read the recommendations above for plated jewelry for more information.
• Solid Gold: Solid gold (10k and 14k gold) is a precious metal that will not oxidize or discolor since it is the least reactive metal. The 10k or 14k alloy gives our pieces their beautiful, subtle hue. It is also an active lifestyle’s best friend as it scratches less and doesn’t bend or wear out as easily as 18k.
• Even something as strong as 14k solid gold deserves some loving. To maintain its beauty, scrub lightly with a toothbrush and warm water.

Unfortunately, we are unable to apply discount codes to past orders and orders that have already been placed.

No, you may only use 1 code at a time. If we are running a sale with a code that automatically applies at checkout, that is the best discount we're currently offering.

If your discount code is not working at checkout, it may be expired and no longer valid or there is an automatic discount code that has been applied. Promo codes cannot be combined. 

No. Unfortunately, we are unable to make price adjustments once orders have already been placed.

If you realize these types of errors on your final order, please email info@luxnovajewels.com ASAP. If your order hasn't been shipped, our fulfillment team will do their best to make the switch. However, we cannot guarantee that your order will be corrected in time.