FREQUENTLY ASKED QUESTIONS
Find answers to commonly asked questions about ATABEY orders, production, shipping, jewelry care, sizing, returns, repairs, and more. For additional assistance, please contact our Customer Care team.
ORDERS & PRODUCTION
HOW LONG WILL MY ORDER TAKE TO PROCESS?
Processing time depends on the piece ordered.
Ready-to-ship items are generally prepared for shipment sooner, while made-to-order and pre-order pieces may require up to 8–10 weeks for production and processing before shipment.
The estimated processing time applicable to your piece will be stated on its product page whenever applicable.
Please note that processing time does not include shipping time.
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WHAT IS THE DIFFERENCE BETWEEN PROCESSING AND SHIPPING TIME?
Processing time is the time required to prepare or produce your order before it leaves ATABEY.
Shipping time begins after your order has completed processing and has been transferred to the shipping carrier.
Selecting an expedited shipping service does not shorten the production or processing time of a made-to-order item.
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CAN I EXPEDITE MY ORDER?
Expedited shipping may be available at checkout for eligible orders and destinations.
Expedited shipping affects the carrier’s estimated transit time only and does not expedite production or processing.
Rush production is not guaranteed. If you require a piece by a particular date, please contact Customer Care before placing your order to determine whether your requested timeline may be possible.
CAN I CHANGE OR CANCEL MY ORDER AFTER PLACING IT?
Orders may enter processing or production shortly after they are placed. For this reason, changes and cancellations cannot be guaranteed after an order has been submitted.
If you need to request a change or cancellation, please contact us as soon as possible.
Once a made-to-order, personalized, customized, or specially produced item has entered production, it cannot be changed or cancelled.
A cancellation is considered accepted only after written confirmation from ATABEY.
CAN I COMBINE MULTIPLE ORDERS?
We cannot guarantee that separately placed orders can be combined.
If you have recently placed multiple orders, contact Customer Care with all applicable order numbers. If fulfillment has not begun, we may be able to assist.
Combining orders does not guarantee that previously charged shipping fees will be refunded.
HOW CAN I CHECK THE STATUS OF MY ORDER?
You can review your order confirmation and any subsequent order updates sent to the email address used at checkout.
Once your order ships, you will receive tracking information.
If your order remains within the processing timeline stated at the time of purchase, it is still considered to be processing.
For additional assistance, contact Customer Care with your full name, order number, and email address used to place the order.
SHIPPING & DELIVERY
HOW WILL I KNOW WHEN MY ORDER HAS SHIPPED?
Once your order has been transferred to the shipping carrier, a shipping confirmation containing tracking information will be sent to the email address associated with your order.
Please allow time for the carrier to scan the package and update its tracking information.
WHERE DOES ATABEY SHIP?
ATABEY ships Worldwide.
Some international destinations may be available when supported at checkout.
Available shipping methods, rates, and estimated transit times are calculated based on the destination and services available for your order.
DO YOU OFFER INTERNATIONAL SHIPPING?
International shipping may be available to select destinations.
Availability, shipping methods, and applicable rates will be displayed at checkout.
International customers may be responsible for customs duties, import taxes, brokerage charges, or other fees imposed by their destination country. Unless otherwise stated at checkout, these charges are the responsibility of the recipient.
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WHAT HAPPENS IF MY PACKAGE IS DELAYED OR LOST?
Carrier delays can occasionally occur after an order leaves ATABEY.
If tracking indicates that your package has experienced an unusual delay or may be lost in transit, contact Customer Care so we can assist with the appropriate carrier inquiry when available.
Carrier investigations and claims are subject to the carrier’s procedures and processing times, and ATABEY cannot guarantee their outcome or timing.
WHAT SHOULD I DO IF TRACKING SAYS DELIVERED BUT I CANNOT FIND MY PACKAGE?
First, check your delivery area, mailbox, household members, neighbors, building management or mailroom, and any other location where the carrier may have left the package.
If you still cannot locate it, contact Customer Care promptly.
Carrier delivery confirmation will be considered when evaluating the shipment. A replacement, refund, or store credit is not automatically guaranteed for packages confirmed as delivered, except where otherwise required by applicable law.
WHAT HAPPENS IF I ENTERED THE WRONG SHIPPING ADDRESS?
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an error, contact us immediately. We will make reasonable efforts to assist before shipment, but changes cannot be guaranteed once an order has entered processing or fulfillment.
If an order is returned because of an incorrect or incomplete address, failed delivery attempt, refusal, or failure to collect the package, additional shipping charges may apply before it can be shipped again.
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JEWELRY & MATERIALS
WHAT MATERIALS ARE ATABEY PIECES MADE FROM?
Materials vary by design and collection.
Depending on the piece, ATABEY jewelry may be crafted using sterling silver, gold, plated or finished metals, gemstones, pearls, and other materials.
The specific materials and finish applicable to each piece are identified within its individual product description. We recommend reviewing this information before purchasing, particularly if you have known sensitivities to certain metals or materials.
CAN I WEAR MY JEWELRY IN WATER?
We recommend removing your jewelry before showering, swimming, exercising, entering pools or saltwater, or participating in activities involving prolonged exposure to moisture.
Water, chlorine, salt, soaps, cosmetics, and other chemicals may affect metals, finishes, gemstones, and other materials over time.
WILL MY JEWELRY TARNISH OR CHANGE OVER TIME?
Jewelry naturally responds to wear, skin chemistry, moisture, air, cosmetics, chemicals, and environmental conditions.
Depending on the material, some pieces may develop tarnish, patina, or gradual changes in finish over time. These changes can be part of the natural behavior of the material and do not necessarily indicate a manufacturing defect.
Proper care and storage can help preserve the appearance of your jewelry.
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HOW SHOULD I CARE FOR MY ATABEY JEWELRY?
Store your jewelry individually in a clean, dry environment when it is not being worn.
Avoid unnecessary contact with water, perfume, lotions, household chemicals, chlorine, and other substances that may affect the piece.
We also recommend removing jewelry before sleeping, bathing, swimming, exercising, or performing activities that could expose it to impact, excessive friction, or moisture.
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ARE NATURAL VARIATIONS IN STONES AND MATERIALS NORMAL?
Yes.
Natural stones, pearls, shells, and certain other materials may vary slightly in color, pattern, texture, shape, or other characteristics.
These natural variations make individual pieces unique and are not generally considered defects.
IS ATABEY JEWELRY HYPOALLERGENIC?
Materials vary between pieces, and individual sensitivities differ from person to person. For this reason, ATABEY does not make a universal hypoallergenic guarantee for all jewelry.
Please review the materials listed on the individual product page before purchasing if you have a known metal allergy or sensitivity.
SIZING
HOW DO I CHOOSE THE CORRECT SIZE?
Please consult our Sizing & Care guide before purchasing rings, bracelets, chains, or other size-specific pieces.
Sizing may vary depending on the design, proportions, and intended fit of an individual piece.
If you are uncertain between sizes, contact Customer Care before placing your order.
WHAT IF THE SIZE I ORDERED DOES NOT FIT?
Eligibility for a return, exchange, resizing, or other accommodation depends on the item and the circumstances of the order.
Personalized, customized, altered, and certain made-to-order pieces may not be eligible for return or exchange.
Please review our Returns & Refunds policy before purchasing and contact Customer Care if you need assistance.
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CAN AN ATABEY PIECE BE RESIZED?
Some designs may be eligible for resizing, while others cannot be safely or reasonably altered because of their construction, materials, stones, or design.
Contact Customer Care with your order number, the name of the piece, and the requested size adjustment so the piece can be evaluated.
Additional fees and shipping charges may apply.
RETURNS & REPAIRS
WHAT IS YOUR RETURN POLICY?
Eligible items may be returned in accordance with ATABEY’s current Returns & Refunds policy.
Items must meet all applicable return conditions, including requirements regarding the return window, condition, packaging, and eligibility.
Please review the complete policy before initiating a return.
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ARE PERSONALIZED OR MADE-TO-ORDER PIECES RETURNABLE?
Personalized, customized, engraved, altered, or otherwise specially produced pieces may be considered final sale and may not be eligible for return or exchange.
Because eligibility can vary by product, please review the product description and Returns & Refunds policy before placing your order.
Your statutory rights, where applicable, are not affected.
HOW DO I START A RETURN?
Contact Customer Care or use the return method identified in our Returns & Refunds policy before sending an item back to ATABEY.
Do not send jewelry to ATABEY without following the applicable return instructions.
Returned items are subject to inspection before a return is accepted or store credit or other eligible resolution is issued.
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WHAT SHOULD I DO IF MY ORDER ARRIVES DAMAGED?
Contact Customer Care promptly after receiving the package.
Please retain the item, jewelry packaging, shipping package, shipping label, and all other original materials. We may request clear photographs of the item and packaging to evaluate the issue and, when appropriate, submit a carrier claim.
Do not discard the packaging until the matter has been reviewed.
WHAT SHOULD I DO IF MY JEWELRY BREAKS OR NEEDS REPAIR?
Please contact Customer Care before sending your piece to ATABEY.
Include your order number, a description of the issue, and clear photographs of the piece. We will review the request and provide available repair options.
Depending on the age of the piece, nature of the issue, previous alterations, and required work, repair and shipping fees may apply.
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HOW LONG DO REPAIRS TAKE?
Repair timelines depend on the condition of the piece, the work required, material or component availability, and current service volume.
Once your piece has been evaluated, we will provide additional information regarding the expected service timeline whenever possible.
Repair estimates are not guaranteed completion dates.
PRODUCTS & SERVICES
DO YOU OFFER CUSTOM JEWELRY?
Custom services may be available for select projects.
Availability, minimum requirements, pricing, design limitations, production timelines, and other conditions may vary.
Contact us with a description of what you are looking for to determine whether your project can be accommodated.
CAN I MODIFY AN EXISTING ATABEY DESIGN?
Certain modifications may be possible depending on the design and stage of production.
Please contact us before placing your order with the name of the piece and the modification you are requesting.
Customizations are not guaranteed and may result in additional costs or production time. Approved customized pieces may also be considered final sale.
DO YOU OFFER GIFT CARDS?
Yes. ATABEY e-gift cards are available for customers who prefer to let the recipient select their own piece.
Please review the terms applicable to gift cards at the time of purchase.
DO YOU OFFER GIFT PACKAGING?
Available packaging options will be displayed on the product page or at checkout when offered.
If you are purchasing a gift and require a particular presentation, please review the available options before completing your order.
DOES ATABEY HAVE A PHYSICAL STORE?
ATABEY currently operates primarily online.
From time to time, ATABEY may participate in temporary retail experiences, events, or pop-ups. Any confirmed opportunities to shop with us in person will be announced through our official channels.
PAYMENT
WHAT PAYMENT METHODS DO YOU ACCEPT?
Available payment methods are displayed at checkout and may vary depending on your location, device, currency, and the services currently supported by our payment providers.
All transactions are processed through the secure payment methods available through our online store.
WHEN WILL I BE CHARGED FOR MY ORDER?
Payment is generally authorized or collected when your order is placed, according to the payment method selected at checkout.
Made-to-order and pre-order purchases may therefore be charged before production is completed or the order is shipped.
Any installment or financing option is subject to the terms of the applicable payment provider.
ARE TAXES INCLUDED IN THE LISTED PRICE?
Applicable sales taxes and other required charges are calculated according to the order, destination, and applicable tax requirements and will be displayed at checkout when required.
International orders may also be subject to duties, import taxes, brokerage fees, or other charges imposed by the destination country.
STILL NEED HELP?
Our Customer Care team is available to assist with questions not answered above.
Monday–Friday
9:00 AM–5:00 PM ET / AST
When contacting us about an existing order, please include your full name, order number, and the email address used to place the order.
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