常见问题
Frequently Asked Questions
Shipping & Delivery
Q: How long does shipping take?
Standard international shipping takes 7-14 business days. Express (DHL/FedEx) arrives in 3-7 days depending on destination.
Q: Do you offer free shipping?
Yes — free standard shipping on all orders over USD, worldwide.
Q: Which countries do you ship to?
We ship globally. All items are shipped from China via DHL, UPS, FedEx, or national postal services.
Duties, Taxes & Customs (DDU)
Q: Are import duties and taxes included in the price?
No. All prices on Gentle Armure are displayed excluding import duties and taxes. We ship under DDU (Delivered Duty Unpaid) terms.
Q: What does DDU mean for me as a buyer?
DDU means we deliver the package to your country, but you (the recipient) are responsible for paying any customs duties, VAT, or import taxes required before the package is released by your local customs.
Q: How will I be notified about customs fees?
Once your package arrives in your country, the local courier (DHL / UPS / FedEx / national post) will contact you by email or SMS to request payment of applicable customs fees before final delivery.
Q: How much are customs fees in Europe?
EU import VAT is typically 20-25% of the declared order value for orders above the import threshold (EUR 150 for most EU countries). Some countries also charge a customs handling fee. Exact amounts depend on your country.
Q: Does Gentle Armure pay customs on my behalf?
No. We do not pre-pay, collect, or take responsibility for import duties, VAT, or customs handling fees. These are entirely the buyer's responsibility.
Q: What if I refuse the package due to customs fees?
If a package is refused or returned due to unpaid customs fees, the buyer is responsible for return shipping costs. The original shipping fee will not be refunded.
Returns & Exchanges
Q: Can I return my order?
We accept returns within 14 days of delivery for items in original, unworn condition. Custom-made or personalized items (rings sized to order, engraved pieces) are not eligible for return unless there is a quality defect.
Q: How do I start a return?
Email us at luna@gentlearmure.com with your order number and reason. We will reply within 48 hours with return instructions.
Products
Q: Are your gemstones genuine?
Yes. All gemstones are natural and come with quality documentation. Product descriptions specify stone type, origin, and treatment (if any).
Q: Do you offer custom sizing?
Yes — rings are made to order in your size. Select your ring size at checkout. Custom-sized items require an additional 3-5 business days.
Payment
Q: What payment methods do you accept?
We accept all major credit/debit cards via Stripe, and PayPal. Additional options may be available depending on your region.
Q: Is my payment information secure?
Yes. All transactions are processed through SSL-encrypted, PCI-DSS compliant payment gateways. We never store your card details.
Contact
Q: How can I reach you?
Email: luna@gentlearmure.com
Instagram: @gentle_armure
We typically respond within 24-48 hours.