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Frequently Asked Questions

We use one of the worlds most trusted online credit card processors, Stripe. This allows us to accept nearly all major credit cards including but not limited to Visa, Mastercard, American Express and Discover.

Additionally, we also offer Direct Checkout from Paypal and Apple Pay.

Make sure the photo is:

  1. High quality
  2. Taken in a bright environment
  3. Fits the cropped circle

Our photograph upload tool will automatically fit your photograph into a circle. The image you see in this circle is what you will see when you look inside your gemstone. Using the slider bar, zoom in or out depending on what you want to see inside the gemstone. 

The customization process including microscale photo editing, customization and setting of gemstones and rigorous quality control will take up to 14 business days. This customization time heavily depends on the number of orders that are received that week. It is often much faster then 14 days. 

The shipping time will depend on your location but on average it takes 2-5 business days if you are located in the United States and 5-21 days business days for anywhere else in the world. 

Go to My Account Page from the menu bar and click Recent Orders. On the right-hand side you will see a “Cancel” button. Once clicked it will notify our support team you would like to cancel your order. Once approved, you will receive a confirmation email. 

Please Note: If you would like to cancel your order, you can cancel within 3 hours of placing your order and receive a full refund. Since these products are made-to-order and customized using your photos, there is a 20%  customization fee built into your purchase. If you need to cancel your order after the 3 hours, our support team will check if your order has already started the customization process. If it has, we will refund the entire cost of your purchase, minus the 20% customization fee.

Every NovoLuxe Jewelry piece is made of genuine 92.5 Sterling Silver, coated with a layer of high quality platinum. This platinum layer helps increase the longevity of your jewelry and helps prevent tarnishing. Every piece will have a Sterling Silver ‘925’ stamp of authenticity. Additionally, we use a mix of AAA cubic zirconia and specialized NovoLuxe gemstones. To learn more about our NovoLuxe gemstones, visit The NovoLuxe Stones webpage.

All orders are shipped out within 24 hours once the customization process is complete. Our shipping carrier is USPS.

If you are located in USA, expect 2-5 business days. 

If you are located anywhere else in the world, expect 5-21 business days. 

For more detailed shipping information please visit our Shipping and Returns Page

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We will get back to you as soon as possible! Our normal turn around time is less than 24 hours! 

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