Frequently Asked Questions
We know that choosing jewelry is personal. Whether you're looking for the perfect piece for yourself or a meaningful gift for someone special, we're here to make the experience simple and reassuring.
Below you'll find answers to some of the questions we hear most often.
If you don't find what you're looking for, please reach out to us at contact@keepsakeever.com. We're happy to help.
About Our Jewelry
What materials are your jewelry made from?
Our jewelry is designed using carefully selected materials, including 925 Sterling Silver and genuine freshwater pearls, depending on the individual piece.
For each product, we recommend reviewing the product description for the exact materials and specifications.
What is 925 Sterling Silver?
925 Sterling Silver is a silver alloy containing 92.5% pure silver, with the remaining portion made up of other metals that help provide the strength and durability needed for everyday jewelry.
Like all genuine sterling silver, it can naturally develop tarnish over time due to exposure to air, moisture, skin oils, cosmetics, and other environmental factors.
With proper care, your piece can continue to look beautiful for years to come.
Are your freshwater pearls genuine?
Yes. Our pearl jewelry uses genuine freshwater pearls.
Because freshwater pearls are natural-origin gemstones, subtle differences in shape, size, color, surface characteristics, and luster may occur from one pearl to another.
These differences are part of what makes each piece unique.
Please note: specific pearl characteristics can vary by product, so always refer to the individual product description for the details of the piece you're considering.
Why doesn't my pearl look exactly like the photo?
This is normal with genuine freshwater pearls.
Unlike perfectly uniform synthetic materials, genuine pearls can naturally vary in:
- Shape
- Size
- Color
- Surface characteristics
- Luster
- Subtle tone and texture
Product photography is intended to represent the overall appearance of the piece, but the exact pearl you receive may have its own individual characteristics.
Those subtle differences are not flaws—they are part of the beauty of a genuine pearl.
Will my silver jewelry tarnish?
925 Sterling Silver can naturally tarnish over time.
Tarnishing is a normal chemical reaction that occurs when silver comes into contact with oxygen, moisture, skin oils, perfumes, cosmetics, and other substances.
The good news is that light tarnishing can generally be reduced with proper cleaning and care.
For detailed instructions, please visit our Jewelry Care guide.
Is your jewelry suitable for sensitive skin?
Everyone's skin reacts differently to jewelry materials.
Although our products are made with the materials stated on their individual product pages, we cannot guarantee that every customer will have the same skin response.
If you have a known metal sensitivity or allergy, please carefully review the material information for the specific piece before purchasing.
If you have questions about a particular product, contact us at:
contact@keepsakeever.com
Are your jewelry pieces suitable for everyday wear?
Many of our pieces are designed to be enjoyed regularly.
However, jewelry will generally last longer and maintain its appearance better when protected from:
- Water
- Perfume
- Lotions
- Cosmetics
- Household chemicals
- Chlorine
- Salt water
- Excessive moisture
- Physical impact
For the best long-term care, we recommend removing jewelry before showering, swimming, exercising, or sleeping.
Orders & Shopping
How do I place an order?
Simply choose the piece you'd like, select any available options such as size, and add it to your cart.
When you're ready, proceed through checkout and enter your shipping and payment information.
Once your order has been successfully placed, you'll receive an order confirmation by email.
Can I change or cancel my order after placing it?
If you need to make a change or cancel an order, please contact us as soon as possible at:
contact@keepsakeever.com
We will make reasonable efforts to accommodate your request before your order enters processing or ships.
Because orders can move into processing quickly, we cannot guarantee that changes or cancellations will always be possible.
If your order has already shipped, you may still be eligible to return it according to our Return & Refund Policy.
How can I check my order status?
Once your order has shipped, tracking information may be sent to the email address provided during checkout.
If you have not received tracking information or have questions about your order, contact us with your order number at:
contact@keepsakeever.com
Can I purchase jewelry as a gift?
Absolutely.
Our jewelry is designed to be meaningful whether you're choosing something for yourself or someone special.
If you're purchasing a piece as a gift, we recommend reviewing the product details carefully, particularly sizing and material information, before completing your order.
Can I include a gift message?
If a gift-message option is available at checkout, you can use it there.
If you have a special request that isn't available during checkout, please contact us before placing your order and we'll let you know whether we can accommodate it.
Do you offer personalized or engraved jewelry?
At this time, KeepSake Ever does not offer personalized or engraved jewelry.
Shipping
How long does it take to process my order?
Orders are generally processed within 2 business days.
Business days are Monday through Friday, excluding applicable holidays.
During unusually busy periods, promotions, or circumstances outside our reasonable control, processing may occasionally take longer.
How long does shipping take within the United States?
Our estimated delivery time for US orders is generally:
8–12 business days
This is an estimated delivery timeframe rather than a guaranteed delivery date.
Actual delivery can occasionally be affected by carrier delays, weather, holidays, transportation disruptions, or other circumstances outside our control.
For full details, please see our Shipping Policy.
Will I receive tracking information?
Yes. Once your order has shipped, tracking information may be sent to the email address associated with your order.
Please note that tracking information can sometimes take a little time to become active after the shipment has entered the carrier's network.
What should I do if my package is delayed?
If your package has not arrived within the expected timeframe, please contact us at:
contact@keepsakeever.com
Include your order number and tracking information if available.
We'll review the shipment information and help you determine the next steps.
What if my tracking says "Delivered" but I can't find my package?
First, we recommend checking:
- Your mailbox or usual delivery location
- Around your property
- With household members
- With neighbors
- Any secure location where the carrier may have left the package
You may also contact the carrier for additional delivery information.
If you still cannot locate the package, contact us at contact@keepsakeever.com and we'll help review the situation.
What if I entered the wrong shipping address?
Please contact us immediately at:
contact@keepsakeever.com
If the order has not yet entered processing, we'll make reasonable efforts to help correct the address.
Once an order has been processed or shipped, we cannot guarantee that the address can be changed.
Customers are responsible for providing an accurate and complete shipping address during checkout.
Returns & Refunds
What is your return policy?
We offer a 30-day return period for eligible purchases.
The 30-day period begins on the date your order is delivered.
Items generally need to be:
- Unworn
- Unused
- Undamaged
- In their original condition
- Returned with original packaging and included accessories
For eligible returns, KeepSake Ever covers the return shipping cost.
Please contact us before sending anything back.
For complete details, please see our Return & Refund Policy.
Do I have to pay for return shipping?
For eligible returns within our 30-day return period, KeepSake Ever covers the return shipping cost.
Please contact us before returning an item so that we can provide the appropriate return instructions.
How do I request a return?
Email:
contact@keepsakeever.com
Please include:
- Your name
- Order number
- Item you wish to return
- Reason for the return
We'll review your request and provide the appropriate return instructions.
Please do not send your return to our business address unless we specifically instruct you to do so.
How long does it take to receive my refund?
Once your returned item is received and inspected, we'll notify you whether the return has been approved.
Approved refunds are issued to the original payment method.
After we issue the refund, your bank or payment provider may require additional processing time before the funds appear in your account.
What if my jewelry arrives damaged or defective?
Please contact us as soon as reasonably possible at:
contact@keepsakeever.com
Please provide:
- Order number
- Description of the issue
- Clear photographs of the item
- Photos of the packaging if applicable
We'll review the situation and determine the appropriate resolution.
Please don't send the item back before contacting us.
Can I exchange an item?
If you'd prefer a different item, please contact us.
Depending on inventory and the circumstances of the request, we may be able to arrange an exchange.
If the requested item is unavailable, an eligible refund may be offered instead.
Jewelry Care
How should I care for my Sterling Silver jewelry?
To help keep your silver jewelry looking its best:
- Remove it before showering or bathing.
- Avoid swimming while wearing it.
- Keep it away from perfume and cosmetics.
- Avoid direct contact with lotions and creams.
- Remove it before exercising.
- Avoid exposure to household cleaning products.
- Store it in a dry place when you're not wearing it.
- Gently wipe it with a soft jewelry cloth after wearing.
For more detailed instructions, visit our Jewelry Care page.
How should I care for freshwater pearls?
Pearls are naturally delicate and should be treated gently.
We recommend:
- Putting your pearl jewelry on after applying perfume, lotion, makeup, and hair products.
- Removing pearl jewelry before showering or swimming.
- Keeping pearls away from chlorine and salt water.
- Avoiding household cleaning products.
- Wiping pearls gently with a soft, slightly damp cloth after wearing.
- Allowing them to dry completely before storing.
- Storing them separately from harder jewelry that could scratch their surface.
For complete instructions, please visit our Jewelry Care guide.
Can I wear my pearl necklace in the shower?
We recommend not wearing pearl jewelry in the shower.
Repeated exposure to water, soaps, shampoos, and other products can affect the appearance and condition of the pearls and surrounding jewelry components.
Can I swim while wearing my jewelry?
We recommend removing jewelry before swimming.
Chlorinated pools, salt water, sunscreen, and other substances can negatively affect jewelry over time.
Still Have Questions?
We'd be happy to help.
Email:
contact@keepsakeever.com
KeepSake Ever
Operated by Simolia LLC
5021 Avenue H
Brooklyn, NY 11234
United States
Some things are meant to be kept.