FAQ
Frequently Asked Questions
Orders & Delivery
How can I place an order?
Choose the Kestrose earrings, necklace, or bracelet you would like to purchase, select any available options, add the item to your cart, and complete the checkout process.
After your order has been submitted successfully, a confirmation email will be sent to the email address entered during checkout. 粘贴的文本 (1)
Can an order be changed or cancelled?
Please contact us as soon as possible if you need to request a change or cancellation.
We will try to assist before fulfillment begins. Once an order has moved into processing, packing, shipping preparation, or dispatch, however, we cannot guarantee that changes or cancellations will still be possible.
Where can I track my package?
When tracking becomes available, we will send shipping information to the email address associated with your order.
Tracking activity may not appear immediately after a shipping label is generated, and update frequency can vary between carriers and destinations.
How long does delivery take?
Delivery timing depends on factors such as your destination, carrier operations, customs procedures, holidays, local delivery conditions, and circumstances outside our reasonable control.
Please refer to our Shipping Policy for current processing and estimated transit timeframes.
Delivery estimates are provided for reference and are not guaranteed arrival dates.
What if my order is damaged, incorrect, or incomplete?
Please contact our customer support team as soon as reasonably possible.
To help us review your request, include:
• Order number
• Clear photographs of the item
• Photos of the packaging
• Shipping-label photo, if available
• A short video when the concern involves a clasp, chain, closure, connector, or another product component
We will review the information and advise you of the appropriate next steps.
Earrings, Necklaces & Bracelets
What does Kestrose sell?
Kestrose offers a curated jewelry collection centered around:
• Earrings
• Necklaces
• Bracelets
Within these categories, designs may feature minimalist or statement styling, delicate chains, decorative elements, pearl-look accents, clear stone-look details, and a variety of finishes.
Our available selection may change as new collections and designs are introduced.
Do materials and finishes vary between products?
Yes. Materials, finishes, construction, and decorative details depend on the individual design.
Minor differences may occur in:
• Shape
• Texture
• Colour
• Finish
• Decorative details
• Surface appearance
These differences may result from manufacturing processes or production batches and do not automatically indicate a defect.
Will my jewelry look exactly like the product photos?
We make reasonable efforts to represent product colours, proportions, finishes, and decorative details accurately.
However, slight visual differences may result from screen settings, lighting, photography, material characteristics, manufacturing variations, or different production batches.
Please check the individual product page for details relating to the specific item.
Jewelry Care
What is the best way to care for Kestrose jewelry?
General care recommendations include:
• Handle jewelry gently
• Avoid dropping, striking, or unnecessarily bending pieces
• Keep jewelry in a clean, dry location when not in use
• Wipe gently with a suitable soft, dry cloth
• Avoid abrasive cleaning materials
• Limit exposure to harsh chemical cleaners unless expressly permitted
• Store delicate chains carefully to reduce tangling
Any care instructions provided for an individual product should always take priority.
How should I handle chains, clasps, and decorative components?
Jewelry containing delicate chains, clasps, connectors, pearl-look details, clear stone-look accents, or similar decorative components should be handled carefully.
Avoid excessive pulling or twisting, operate clasps gently, and store pieces separately where practical.
An appropriate soft cloth can generally be used for routine cleaning, while unnecessary exposure to harsh chemicals should be avoided.
What should I do if a clasp, chain, or fastening component is not working correctly?
First inspect the affected area carefully without applying excessive force.
Where relevant, check whether:
• The clasp is correctly aligned
• Necklace links are tangled
• Connectors are positioned correctly
• Detachable decorative elements are securely attached
• Earring backs or closures are properly aligned
• There is visible damage to the component
If the issue remains, contact our customer support team for assistance.
Should I remove my jewelry before sleeping, bathing, or swimming?
Unless the applicable product page specifically indicates otherwise, we recommend removing Kestrose jewelry before sleeping, bathing, swimming, or participating in activities involving prolonged moisture or harsh conditions.
Always follow product-specific care instructions where provided.
Are pearl-look and clear stone-look details natural pearls or gemstones?
Not necessarily.
Descriptions such as “pearl-look,” “clear stone-look,” or “decorative stone” may refer to the visual appearance of a design and do not necessarily mean that the product contains natural pearls, diamonds, or natural gemstones.
Please review the materials listed on the applicable product page before purchasing.
Styling & Gifting
Are Kestrose earrings, necklaces, and bracelets suitable for gifts?
Many pieces are selected with gifting in mind and may be suitable for:
• Birthdays
• Anniversaries
• Holidays
• Celebrations
• Thank-you gifts
• Other personal occasions
Packaging and included accessories may differ between products, so please review the individual product page for applicable details.
Can Kestrose jewelry be worn outdoors?
Yes, but unless a particular item is specifically described as suitable for certain environmental conditions, we recommend protecting it from unnecessary exposure to:
• Rain
• Excessive moisture
• Extended direct sunlight
• Extreme temperatures
• Harsh chemicals or cleaning products
Care requirements may differ according to the materials and construction of each item.
Are the listed measurements exact?
Product measurements are provided as a useful reference.
Small variations can occur because of manufacturing methods, construction, or measurement techniques.
Please refer to the relevant product page for item-specific dimensions.
Returns & Warranty
How do I return an item?
Before sending anything back, please review our Return & Refund Policy and contact customer support for the applicable return instructions.
Items returned without following the provided process or without prior authorization may not be accepted.
Is there a warranty on Kestrose products?
Eligible Kestrose products may include limited warranty coverage for qualifying defects in materials or workmanship arising during normal intended use.
Where warranty coverage applies, its duration and relevant conditions will be provided on the applicable product page, accompanying documentation, order information, or our Product Support & Warranty page.
What if my jewelry develops a problem?
Do not force, alter, or attempt to modify an affected chain, clasp, connector, earring component, bracelet fastening, or other jewelry detail.
If the issue continues, contact:
Please provide:
• Order number
• Product name
• Description of the issue
• Clear photographs where appropriate
• A short video demonstrating the issue where possible
This information will help our support team evaluate your request more efficiently.
Payments
Which payment methods are available?
Available payment options will appear during checkout.
Prices are displayed and processed in U.S. dollars (USD). Available payment methods may differ depending on your location, device, and the payment services available when your purchase is made.
How is my payment information handled?
Transactions are processed using the payment methods and payment-service providers presented during checkout.
Kestrose will not ask you to send complete payment-card information through ordinary email or customer-support messages.
Please review our Payment & Security Policy for additional information.
Product Details
Where can I check specifications before purchasing?
Individual product pages may provide information such as:
• Dimensions
• Materials
• Colour and finish
• Design characteristics
• Closure or fastening type
• Care recommendations
• Recommended use
Because specifications differ between earrings, necklaces, and bracelets—and between individual designs—please review the applicable product page before completing your purchase.
Can the colour look slightly different when I receive the item?
Yes. Screen settings, lighting conditions, photography, and characteristics of the product finish can affect how colours appear.
We make reasonable efforts to represent our jewelry accurately.
Will every piece have an identical finish?
Not always.
Earrings, necklaces, and bracelets featuring metallic surfaces, pearl-look details, clear stone-look accents, textured finishes, or decorative elements may have minor differences between individual pieces or production batches.
Such differences can occur as part of normal manufacturing.
Contact Kestrose
For assistance with an order, shipping, returns, jewelry care, product specifications, warranty support, or product use, contact:
Email:
service@kestrose.com
For an existing order, please include your order number whenever possible.
For product-related support, including the product name and a short explanation of your question or concern will help our team assist you efficiently.
Brand: Kestrose
Website: kestrose.com
Legal Entity:
Hangzhou Pinhengnuo Technology Co., Ltd.
Registered Address:
Room 416, 4th Floor, Building 6, No. 80 Longchuanwu Road, Donghu Street, Linping District, Hangzhou City, Zhejiang Province
Unified Social Credit Code:
91440111MAEF1YC194
Customer Support Email:
service@kestrose.com
Kestrose — Details for the Way You Wear Jewelry.
Be among the first to explore new earrings, necklaces, bracelets, curated collections, and special offers.