Shopping FAQ Q&A
Can I order via private message instead of placing an order on the official website?Absolutely! Feel free to call us or contact our customer service team via FB or IG message, and we'll be happy to assist you with your order.
Can I add additional items after an order has been placed?Yes, you can. Please contact our customer service as soon as possible before shipment, and we will help you modify the order content.
Can an order be canceled?If you need to cancel, please notify customer service immediately.
Can I change to different pearls based on an existing design?Yes, you can. We offer exclusive customization services, allowing customers to personally select their preferred pearls for setting to meet their individual wearing needs.
If one earring is lost, can I purchase a single one?Please contact customer service, and we will do our best to match and remake the other half for you. Feasibility and cost will depend on the specific case.
If pearls or gemstones have fallen off or are lost, or show signs of loosening, can they be repaired?Yes, they can. Please contact customer service for specific details, as it depends on the individual case.
Can the style be changed?Pearls purchased from our store are eligible for style modification services. If you wish to change your original necklace to another design style (e.g., changing the clasp, adjusting the arrangement, or converting it into a bracelet), we will remake it according to the new design requirements.Material costs will be quoted based on the actual design.
If the pearl surface shows peeling or loss of luster, can it be restored?Pearls are natural organic gemstones. Once the surface is damaged or the luster fades, it cannot be reversed or repaired. We recommend proper wearing and storage methods, details of which can be found in our "Pearl Care Tips."
What if a pearl or gemstone falls off or is even lost? All jewelry purchased from Voya Studio includes basic maintenance services. If it merely falls off, we offer free re-setting. If a gemstone or pearl is unfortunately lost, customers can enjoy a 30% discount on re-purchasing the component and waive the labor fee for setting.
What are the return and exchange policies?
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All items sold by our store are non-returnable and non-refundable.
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If you receive a damaged item in your package, please contact us within 7 days of receipt and return the item along with its complete original packaging. Once confirmed to meet the exchange criteria, we will arrange for an exchange.
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For exchanges, the item and packaging must remain in brand new, complete condition. Voya Studio reserves the right to refuse exchanges if accessories are missing, there is artificial damage, or signs of use.
※ Special Statement:
Voya Studio does not offer recycling services for jewelry purchased by customers.
