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FAQs

It is my first experience of purchasing diamond jewelry online. How can I be sure that YB Soul is a trustworthy and reliable company?

We understand that choosing a diamond jewelry for your wedding or engagement is a very important step in your life. So we did make everything possible to make it easier for you. Since our company was founded in 2008 our aim was and still is to exceed all the expectations of our clients and handcraft the best jewelry pieces from the manufacturer directly into your hands.

When are your working hours?

As we are divided by seas and time zones there are some nuances with the phone call availability. We want to be available for you in any time that is why our customer service works 24/7 on Facebook and What’s App messenger. For making phone calls we have different hours. Please, read more details here.

How can I buy the diamond jewelry online on your website?

One of our main goals is to make online shopping of diamond jewelry as easy as possible. That is why we prepared an article where you can read step-by-step process of making an order.

SHIPPING AND PAYMENT METHODS

How much will my delivery cost?

The shipping is free of charge.

How long do I have to wait for my delivery?

The shipping from Israel to the USA, Europe or the Middle East lasts within 2-7 business days (Sun-Thu) on items that are available. For jewelry that is out of stock or without needed size will last 21 business days.

How long do I have to wait for an individual piece of jewelry?

If you have ordered the individual piece of jewelry - the delivery will last 21 business days.

Does the pack come with insurance?

The pack comes with free of charge insurance.

Can I get the report about diamond characteristics?

With jewelry packing we can send a YB Soul Certificate. If you want to have the report of other independent experts you can get IGI Certificate (from 0.7 carat) and GIA Certificate (from 1.0 carat) that will be included in the cost.

How is my order packaged?

Each piece of jewelry goes in the highlighting and designed YB Soul presentation box. When delivering the parcel we make a video about our packing process till the last minute of shipping and then we send it by e-mail along with the bar code.

Can I track my order?

Yes. On the day of shipment we'll email you shipping confirmation that includes order-tracking information, where you can check the transportation process at every step.

How can I pay?

You can pay via PayPal. If you want to pay in another way, please, contact us.

EXCHANGES, RETURNS AND REFUNDS

What is your return policy?

We have a 35-day free-of-charge return policy, which means you have 35 days from the shipping day to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging including all product documentation. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@ybsoul.com. If your return is accepted, we’ll send you a return shipping label via email, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Can I return the item after 35-days?

Unfortunately, according to our return policy we do not have a return and refund after 35-days of the shipping day.

What items cannot be returned?

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

If I have got a damaged item, what should I do?

We highly recommend you to inspect your order upon reception! If the item is defective, damaged or missing or if the item is wrong, please, contact us immediately, so that we can evaluate the issue and make it right.

Do you have an exchange?

For an exchange you need to make a return for the item that you have got and place a new order. In that case you will get a new piece of jewelry faster while return and refund take approximately two weeks. You'll get your money back on the original way of payment once your return is approved.

RING SIZE

How can I know my ring size?

We have few options for you. Our experts recommend you to go to the nearest jewelry shop, size your finger there and let us know. It is also possible to do it at home. If you have another ring, please measure it with the ruler. Take the ring, put it in your ruler, make a picture and send it to us. Please note that the unit of measure should be in mm and cm.

Can I resize my ring?

You may resize your ring within 35 days free of charge only if it can be resizable. Otherwise we recommend to address to your local jeweler.

INSTALMENT PAYMENT PLAN METHOD

How does a monthly payment plan work?

No need to pay the entire amount. The payment should be paid monthly.

How many times do I need to pay?

You have a choice: from two to twelve months.

Is it like a credit, will I still need to pay interest on the installment plan?

The price will be without interest.

How do I proceed to the process?

Once you have selected a diamond piece and added it to your shopping cart, choose the manual payment option. Fill in the necessary data: mail, initials, address. Go to the Payment Page and in the Installment line choose the appropriate installment term for you. After that, click Pay Now (even if the price will be the same). This amount will not be withdrawn from you - your bank will take care of it. You will pay each month the portion of the amount which was calculated for you.

Please, NOTE. If you have chosen the period of payment, but the price didn’t divide - no need to worry. It will be divided automatically after you press “Pay Now”. And only the needed part will be withdrawn from your payment account.

Where can I read more about it?

You may find more details in our article prepared for you.

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