FAQ
1. What is imperialglowgems?
imperialglowgems is an online store specializing in bracelets and jewelry accessories. Our collection includes decorative styles designed to complement everyday outfits, special occasions, and personal jewelry collections. Product descriptions and photographs are provided to help customers understand the designs available for purchase.
2. How can I contact customer service?
You can reach our customer service team at service@imperialglowgems.com. Our service hours are Monday–Friday, 9:00 AM–6:00 PM PDT. Please include your order number when contacting us about an existing purchase so we can assist you more efficiently.
3. What shipping options do you offer?
We offer Standard Shipping and Expedited Shipping. Standard Shipping costs $5.99 for orders totaling from $0.00 to less than $49.00. Orders totaling $49.00 or more qualify for free Standard Shipping. Expedited Shipping costs $8.99. The available shipping options and applicable charges will be displayed during checkout.
4. How long does shipping take?
Our estimated transit time is 10–20 days. This is an estimate rather than a guaranteed delivery date. Actual delivery may vary depending on the destination, carrier operations, customs processing, holidays, weather, and other factors. Any additional order processing time, if applicable, should be considered separately from transit time.
5. When will my order be processed?
Orders are subject to payment verification and processing before shipment. Processing time may vary depending on order volume, product availability, and verification requirements. If an issue arises that materially affects fulfillment, we will use the contact information provided with the order to communicate relevant information when appropriate.
6. How can I check my order status?
If tracking information is available for your shipment, please refer to the shipping confirmation or tracking details provided for your order. If you need further assistance, email service@imperialglowgems.com with your order number. Tracking updates may not appear immediately after a carrier receives a shipment.
7. Can I change or cancel an order after placing it?
If you need to change or cancel an order, contact us as soon as possible. We will review whether the order has entered processing, been packed, or been handed to the carrier. We cannot guarantee changes or cancellations once fulfillment or shipment has progressed beyond the point at which changes can reasonably be made. Your statutory consumer rights remain unaffected.
8. Do you accept returns and refunds?
Yes. We accept return and refund requests subject to our Return Policy and applicable law. Please contact us before returning an item. We will explain the applicable return requirements and provide the designated return address and instructions. Return eligibility, refund amounts, and processing requirements depend on the circumstances of the request and applicable legal requirements.
9. Where should I send a return?
Please do not send an item to an address found through an unrelated source or assume that the address on a parcel is the correct return location. Contact service@imperialglowgems.com first. Our customer service team will provide the designated return address and explain the steps you should follow.
10. What should I do if my item arrives damaged or incorrect?
Contact us as soon as reasonably possible at service@imperialglowgems.com. Include your order number, a description of the issue, and photographs if available. We will review the circumstances and explain the appropriate next steps in accordance with our policies and applicable consumer protection laws.
11. Are product colors and appearances exactly the same as the photographs?
We make reasonable efforts to present product photographs and descriptions accurately. However, colors and finishes may appear different because of screen settings, lighting, photography, and display technology. If a material specification, size, or other product characteristic is expressly stated in a listing, please use that information when evaluating the item.
12. Is free shipping available for every order?
Free Standard Shipping is available for orders totaling $49.00 or more. Orders below that threshold are subject to the Standard Shipping fee of $5.99 when Standard Shipping is selected. Expedited Shipping is $8.99. Shipping options, eligibility, and applicable charges will be confirmed during checkout.
13. How do you protect customer information?
We handle customer information according to our Privacy Notice and applicable laws. Information may be used to process orders, provide customer support, prevent fraud, administer the website, and fulfill legal obligations. Certain information may also be shared with service providers and other third parties as described in our Privacy Notice.
14. Do you offer support outside normal business hours?
Our published customer service hours are Monday–Friday, 9:00 AM–6:00 PM PDT. Messages received outside those hours, on weekends, or on holidays will be reviewed during normal service hours. Response times may vary.
15. Where can I read your store policies?
Our About Us, Contact Us, FAQ, Privacy Notice, Return Policy, Shipping Policy, Terms Of Purchase, Terms of Service, and Terms of Use pages explain our store practices and customer requirements. Please review the relevant policy before placing an order. If you have a question that is not answered on these pages, contact service@imperialglowgems.com.
Effective Date: October 29, 2026
Last Updated: October 29, 2026