FAQ
Last updated: September 2026
Have a question? We’ve gathered some of the most common questions about our jewellery, gemstones, orders, custom designs, and shipping.
Orders & Production
How long does it take to process and ship my order?
Our production and dispatch times depend on the type of jewellery you order.
Ready-to-Ship Jewellery
Ready-to-ship pieces are usually dispatched within 3 business days after your order is confirmed.
Semi-Custom Jewellery
Semi-custom pieces usually require 3–5 business days for production and are generally ready to be dispatched within 7 business days after the gemstone and design details are confirmed.
Fully Custom Jewellery
Fully custom pieces generally require around 2 weeks for production and are usually ready to be dispatched within 3 weeks after the design, materials, and order details are confirmed.
These are estimated timeframes. More complex designs, gemstone availability, or special requirements may require additional time. We will confirm the estimated timeline with you before production begins.
Does the production time include shipping time?
No. Production time and shipping time are separate.
Production time refers to the time needed to prepare or create your jewellery. Once your order is ready, it will be dispatched and tracking information will be provided where available.
Delivery time then depends on the shipping method and destination.
Can I change or cancel my order after placing it?
Please contact us as soon as possible if you need to make a change or cancel your order.
If your order has not yet entered processing or production, we will do our best to accommodate your request.
Once a custom or personalized piece has entered production, changes or cancellations may no longer be possible.
What happens if an item I want is no longer available?
Ready-to-ship jewellery is subject to availability.
For custom jewellery, gemstones are not considered reserved until the order and payment have been confirmed, unless otherwise agreed.
Because natural gemstones are individually sourced and available in limited quantities, a particular stone may become unavailable while an order is being discussed.
Gemstones & Materials
What materials do you use for your jewellery?
We use a range of high-quality materials for our pieces, including:
- Sterling silver
- S925 Silver plated with 18K Gold
- 9K, 14K and 18K gold (yellow, rose, and white)
- Gemstones including precious and semi-precious stones, lab-grown stones, natural stones, and heat-treated stones
Each piece is crafted with care and attention to ensure lasting quality. As some gemstones are natural, variations in shape, colour, tone, and appearance may occur.
Will my gemstone look exactly like the photo?
Not necessarily.
Natural gemstones are formed by nature, so each stone has its own unique colour, pattern, inclusions, tone, and character.
The piece you receive may have slight natural variations from the photographs shown online. These variations are part of what makes natural gemstone jewellery unique.
Can I choose a different gemstone or metal?
For selected designs, yes.
Our Semi-Custom Jewellery service allows you to personalize an existing design by choosing a suitable gemstone and available metal option.
If you would like a completely different design, you can submit a request through our Fully Custom Jewellery service.
Custom Jewellery
Do you offer custom jewellery?
Yes. We offer both Semi-Custom Jewellery and Fully Custom Jewellery.
Semi-Custom Jewellery allows you to start with an existing design and personalize it with your preferred gemstone and available metal option.
Fully Custom Jewellery allows you to create a piece based on your own reference image, inspiration, or design idea.
What is the difference between Semi-Custom and Fully Custom Jewellery?
Semi-Custom Jewellery
Choose from our existing jewellery designs and personalize your piece by selecting a suitable gemstone and available metal option.
It is a simple way to create something more personal without starting a completely new design.
Fully Custom Jewellery
Start with your own reference image, inspiration, or idea.
We will discuss the design, gemstone, metal, size, and other details with you before confirming the quotation and production.
Can you make jewellery from my reference image?
Yes.
We can create custom jewellery based on a reference image or design inspiration.
Please send us your reference image through our Request a Design form, together with any details you already know, such as your preferred gemstone, metal, size, and budget.
Do I need to know exactly what I want before contacting you?
Not at all.
You can come to us with a complete design, a reference image, a gemstone you love, or simply an idea.
We can discuss the available options with you and help you work out the details before production begins.
What materials are available for custom jewellery?
Depending on the design, fully custom jewellery is available in:
- Sterling Silver
- S925 Silver Plated with 18K Gold
- 9K Gold
- 14K Gold
- 18K Gold
Material availability may vary depending on the design.
How long does custom jewellery take?
Semi-Custom Jewellery:
Usually 3–5 business days for production, with most pieces ready for dispatch within 7 business days after the design and gemstone selection are confirmed.
Fully Custom Jewellery:
Generally around 2 weeks for production, with most pieces ready for dispatch within 3 weeks after the design and order details are confirmed.
More complex designs or special gemstone requirements may take longer. We will confirm the estimated timeline before production begins.
How much does custom jewellery cost?
The price of custom jewellery depends on factors such as:
- Design
- Gemstone
- Metal
- Jewellery size
- Weight
- Production requirements
For Semi-Custom Jewellery, we can usually provide pricing based on the selected design and gemstone.
For Fully Custom Jewellery, please send us your reference image and requirements so we can review the design and provide a quotation.
Ring Size & Fit
How do I find my ring size?
Please refer to our Ring Size Guide before placing your order.
If you are unsure of your size, we recommend having your finger professionally measured by a local jeweller.
For custom rings, please make sure your ring size is confirmed before production begins.
Shipping & Delivery
Do you ship internationally?
Yes. We ship our jewellery to customers internationally.
Available shipping options, costs, and estimated delivery times may vary depending on the destination and will be shown at checkout or in our Shipping & Delivery information.
How long does shipping take?
Shipping time depends on your destination and the shipping method selected.
Please remember that shipping time is separate from production time.
For custom jewellery, production must be completed before the piece can be dispatched.
Will I receive a tracking number?
Yes. Once your order has been dispatched, tracking information will be provided where tracking is available for the selected shipping method.
Why hasn't my tracking information updated?
Tracking information may take some time to update after your package has been dispatched.
If your tracking information has not changed for an extended period, please contact us and we will help you check the shipment status.
Will I have to pay customs duties or taxes?
Depending on your destination country, customs duties, import taxes, or other charges may apply.
Any applicable customs duties or import taxes are generally the responsibility of the recipient unless otherwise stated.
Payment
What payment methods do you accept?
Available payment methods are shown at checkout and may include:
- Visa
- Mastercard
- PayPal
- Other eligible payment options depending on your location
Is my payment secure?
Payments are processed through secure payment providers.
Your full payment card details are not accessible to DYLEEN FASHION.
Still Have a Question?
If you can't find the answer you're looking for, we're happy to help.
Please Contact Us or WhatsApp us and we'll get back to you as soon as possible.
DYLEEN FASHION