FAQ

1. What is soulstone / SOUL STONES?

soulstone / SOUL STONES is a personality-inspired gemstone jewellery brand. Each design is connected to personality, identity, connection and gifting.

2. Is this jewellery only for people who know their personality type?

No. You can choose by personality type, stone meaning, colour, design or simply the person you are buying for.

3. What does "Wear who you are. Find who is yours." mean?

It means the ring is not only decoration. It is a symbol of identity and recognition - for yourself, your love, a friend or someone you truly see.

4. How does voting work?

Voting lets the community show which designs should become real. A vote is not a purchase unless you also complete payment at checkout.

5. What does it mean to back a design?

Backing a design means you reserve or pre-order it before full production. Backers may receive launch pricing, early access or a limited-time discount, depending on the offer.

6. When will a backed design be made?

Some designs need to reach a minimum backing goal before production begins. The goal, estimated production time and shipping estimate should be shown on the product page.

7. What happens if a design does not reach the goal?

If a design cannot be produced, we may refund your pre-order or offer an alternative option.

8. Can I cancel a pre-order?

Our recommended customer-friendly policy is that you can cancel before production begins. After production begins, contact us and we will confirm whether cancellation is possible. After dispatch, follow our Refund & Return Policy.

9. Are the stones natural?

The product page will state the material used for each piece, such as natural stone, lab-created stone, plated metal, sterling silver, stainless steel or other materials. Please check the product page before buying.

10. Will the colour look exactly like the photo?

Gemstone colour, metal finish and screen display may vary slightly. We try to show each product as accurately as possible.

11. How do I know my ring size?

Use our size guide before ordering. If you are buying a gift and are unsure, choose a standard size or contact us for advice.

12. Do you offer custom sizing or engraving?

If custom sizing, engraving or personalised products are available, this will be shown on the product page. Personalised or custom-made items may not be returnable unless faulty.

13. How long does shipping take?

Ready-to-ship items are usually processed within [2-5] business days. Pre-order or made-to-order items may take longer. Delivery estimates are shown in our Shipping Policy and at checkout.

14. Which countries do you ship to?

We ship to the countries shown at checkout. If your country is not available, contact [SUPPORT EMAIL].

15. Will I pay customs or duties?

International orders may be subject to import duties, taxes or customs fees. Unless checkout says they are included, these charges are the customer's responsibility.

16. Can I return my order?

For most standard online purchases, you may cancel within 14 days after delivery and return the item under our Refund & Return Policy. Personalised or custom-made items may have different rules unless faulty.

17. What if my item arrives damaged?

Contact [SUPPORT EMAIL] with your order number and photos as soon as possible. We will help with a replacement, refund or repair where appropriate.

18. How do I contact customer service?

Email [SUPPORT EMAIL]. Please include your order number and the email used at checkout.

19. Can designers submit work?

Yes. Designers can submit ring concepts for personality types. Submission does not guarantee publication, selection, payment or production. Selected designs may require a separate designer agreement.

20. How does the designer royalty circle work?

Designers may earn points from votes and orders. Published designer terms or signed agreements will explain exact royalty levels, payment timing and rights.

21. What is the 1% cause commitment?

Where stated, 1% of net ring sales may be reserved for causes selected by community vote. We will publish details of eligible products, timing and selected causes.

22. Is soulstone affiliated with any personality assessment company?

No, unless we state otherwise. Personality references are used for inspiration, self-expression and gifting.