HELP & FAQ

PRODUCTS

Is it real 18K gold ?

Yes, absolutely! We craft our pieces using genuine 18K gold plating over a high-quality base of either solid sterling silver or durable brass, depending on the specific design. This luxurious layering gives each item a rich, lasting shine while keeping it accessible and everyday-ready. Plus, all of our jewelry is 100% nickel-free and hypoallergenic, meaning it is completely safe and gentle for sensitive skin.

How do I find my ring size ?

To find your ring size, please visit our comprehensive Awakened Time ring size guide for step-by-step instructions on how to accurately measure your finger or an existing ring.



ORDER & PAYMENT

What do I do to know my order is confirmed ?

After completing your purchase, you will receive an order confirmation email.

If you do not see it in your inbox, please check your spam or junk folder. For further assistance, contact Client Care or Contact Us form and we will be able to re-send your confirmation email to you for your reference.

Is it safe to buy online ?

Your payment security is our top priority. We never store your financial details on our servers. All transactions are securely processed through Shopify Payments—a Level 1 PCI DSS compliant provider—using advanced encryption to keep your personal and credit card data completely protected.

VAT / TAX

We cover all customs duties, import taxes, and VAT for you. These costs are already included in your order, so you don’t need to pay anything extra upon delivery.

Do you offer gift wrapping ?

Complimentary gift packaging is included with every order at no additional charge. Simply check the Gift Wrapping box in your shopping bag, where you can also add a personalized message.

SHIPPING

What are shipping costs and timeframes ?

Orders ship within 3 to 5 working days (or up to 10 working days for made-to-order pieces). Delivery takes 5 to 12 working days after dispatch depending on your location, and you will receive a tracking number as soon as your order is on its way.

How do I track my package ?

Once your order ships, you will receive a tracking email. Please allow a few days for tracking updates, especially during customs clearance.

You can check your order status here: Track Order

 Can I change my shipping address ?

Yes, you can update your shipping address within 12 hours of purchase. If you need to make any changes, please email our support team immediately at info@awakenedtime.com with your correct details, and we will gladly help update it for you!

Once an order has been processed or dispatched, we are unfortunately unable to modify the shipping information.

What happens if an incorrect address is provided?
We kindly ask for your help in double-checking your details at checkout to ensure your parcel arrives safely. If a package is returned to us due to an inaccurate or incomplete address, we can easily reship it for you, subject to the return shipping cost plus a $6.99 processing fee.

My tracking number shows “delivered,” but I haven’t received my package. What should I do ?

If your tracking status shows "delivered" but your package is missing, we recommend taking the following quick steps:

  • Check surrounding areas: Look around your porch, doorstep, or mailbox, and check with family members, neighbors, or your building’s front desk/reception in case someone accepted the parcel on your behalf.
  • Reach out to the courier: Sometimes carriers mark items as delivered a little early. Contact your local courier office directly with your tracking number for real-time delivery details.

Need further assistance?
If you still cannot locate your parcel, please contact our support team at info@awakenedtime.com within 7 business days of the delivery scan so we can launch an official investigation with the courier.

  • Please note: If the courier officially confirms the delivery coordinates, we are unable to assume liability for lost or stolen packages. However, if the courier confirms the package was lost or marked as undelivered, we will gladly arrange a replacement or a full refund for you.

RETURNS

What is your returns process ?

We offer a 60-day return policy to ensure you are completely satisfied with your purchase.

  • Free Local Returns: If your order was delivered to the US, Canada, Australia, or Singapore, you can return it for free through our convenient local return centers.
  • International Returns: For orders shipped to other countries, we will provide the best return address based on your location. Return shipping costs for these regions are the customer's responsibility.

How to start a return:
To initiate a return, please contact our support team at info@awakenedtime.com, and we will provide you with a pre-paid or custom shipping label. Once we receive your returned items in original condition, your refund will be processed within 10 business days.

My item(s) arrived damaged, what should I do ?

We take extra care to pack every order securely using rigid boxes and protective pouches so it arrives in pristine condition. While transit damage is very rare, we are always here to make it right for you right away!

If your piece arrives damaged or defective, here is how we can fix it for you:

  • Reach out quickly: Please send us an email at info@awakenedtime.com within 7 days of delivery.
  • Share a few details: Include your order number along with a couple of clear photos showing the damaged item and its packaging.

Our support team will handle your request with top priority and arrange a free replacement for you as quickly as possible so you can enjoy your jewelry without worry.

WARRANTY AND CARE

How to care for your jewelry ?

To keep your Awakened Time pieces shining for years to come, we recommend a few simple care habits:

  • Proper Storage: Always store your jewelry pieces individually—preferably in your Awakened Time soft-lined box or pouch—to prevent scratching, rubbing, or tangling. Keep your gold vermeil and silver pieces in a cool, dark, and dry place away from direct sunlight and humidity.
  • Smart Protection: All Awakened Time sterling silver jewelry is finished with a protective rhodium plating. This acts as a shield against daily exposure and significantly reduces long-term tarnishing, making your pieces easier to maintain.

How do I use my 2-year warranty ?

We want you to wear your pieces with absolute peace of mind! Every Awakened Time piece is covered by our comprehensive 2-year warranty against any manufacturing defects or material issues under normal use.

If something isn't quite right with your jewelry, claiming your warranty is completely hassle-free:

  • Get in touch: Simply send us a message at info@awakenedtime.com with your order details.
  • Share a few photos: Include a couple of clear pictures of the issue so our team can review it right away.

We’ll take care of a quick repair or a brand-new replacement at no extra cost to you. Your happiness and confidence in our pieces mean everything to us!

What happens if my jewelry is lost or stolen ?

Unfortunately, lost or stolen jewelry is not covered under our 2-year warranty. Our warranty covers manufacturing defects and craftsmanship issues to ensure your piece receives the care it deserves.

If your jewelry has been lost or stolen, we recommend:

• Contact your insurance provider: Your home, contents, or travel insurance may provide coverage for lost or stolen jewelry.

• Review your credit card purchase protection: Some credit card companies offer purchase protection that may cover theft or loss.

• Request proof of purchase: If you need an invoice or order confirmation for an insurance claim, please contact our customer care team at info@awakenedtime.com.

If your jewelry has a manufacturing defect covered under warranty, our team will be happy to assist you.