HELP & FAQs
For quick answers to your questions about our jewelry, orders and payments and sizing see our FAQs below. For questions about delivery and return click here.
JEWELRY
WHAT IS PALOMA’S JEWELRY MADE OF?
EVERYDAY JEWELRY
Our main collection is crafted in 925 Sterling Silver and luxuriously finished with a thick layer of 18K Gold plating. Designed to elevate your everyday, these pieces offer the look and feel of fine jewelry — with a timeless glow that’s made to last. Each design blends craftsmanship and elegance, making it a precious addition to any jewelry box. Accessible yet refined, it's where everyday beauty meets lasting value.
HIGH JEWELRY
For our high jewelry line, we exclusively use 18K Solid Gold and certified lab-grown diamonds — a sustainable and ethical choice that ensures exceptional quality without compromising our values. At Paloma's, we're proud to use 100% recycled gold in all our solid gold pieces, preserving its purity while upholding our commitment to environmental and social responsibility.
WHERE IS PALOMA’S JEWELRY MADE?
Our main collection is meticulously crafted in Hong Kong. Our high jewelry collection, on the other hand, is proudly Made in Italy.
Both collections undergo rigorous quality control by our in-house team of jewelry experts, ensuring that every creation — whether for daily wear or special occasions — meets our uncompromising standards of beauty, precision, and durability. social responsibility.
EVERYDAY JEWELRY CARE
Paloma's Jewelry is made of high quality materials. Please note that even the most precious materials can be damaged if not handled properly. For everyday use please don't forget to remove your jewelry when:
- You wash your hands, spray perfume or if you use body lotion. It can be difficult to remove particles that get stuck in the pavé setting.
- When carrying out household tasks, such as gardening or other manual activities. Repeated contact with household detergents or aggressive substances may damage the gold.
- When doing sport, at the beach or the swimming pool. High intensity exercise can cause shocks which can then scratch the metal and damage the settings' clasps.
STORING YOUR JEWELRY PIECE
The best way to store your jewelry pieces is in a dark, cool and dry place. You should store every piece individually preferably in the original packaging.
When storing earrings always ensure that the clasp is correctly closed on the pin.
When storing chain necklaces and bracelets always ensure that the clasp is locked to avoid tangling and knot forming.
CLEANING YOUR JEWELRY PIECE
Every Paloma's Jewelry piece can be cleaned in the following way:
- With a soft non abrasive cloth.
- With lukewarm water and neutral soap; gently brush your jewelry piece using a soft toothbrush, then rinse with clean water and pat dry with a soft cloth.
DO ANY PALOMA’S PIECES CONTAIN NICKEL?
No, our jewelry doesn't contain nichel.
JEWELRY WARRANTY AND REPAIRS
Every Paloma's jewelry piece is covered by our 2 years warranty. This warranty covers against any manufacturing defect for a period of 2 years from the date of purchase.
If the product is returned within this period Paloma's team will repair or replace the defective jewelry piece or certain elements of the piece free of charge. Once the warranty has expired, any repair will be charged. Contact our Customer care team for additional information.
Our warranty does not include the replacement of lost center/side stones. Although we provide the replacement service at a fee that will be established on a case by case basis.
ORDER AND PAYMENT
HOW DO I KNOW MY ORDER IS CONFIRMED?
Once you’ve completed your purchase, we will send you an Order Confirmation email.
Please check your spam folders if you can’t find it. Otherwise, contact our customer service via our Contact Us form and we will be able to re-send your confirmation email to you for your reference.
CAN I CANCEL MY ORDER?
Unfortunately, we are unable to cancel or amend orders once they have been placed. You can return your order once you have received it, please find further details in our Returns information.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept all major payment methods including Visa, Visa Debit, Maestro, MasterCard, Amex, Paypal, Shop Pay, Apple Pay, Amazon Pay and AliPay.
IS MY PAYMENT SECURE?
At Paloma's Diamonds, we take online security very seriously. At no point do we store any financial information on our servers. Paloma's Diamonds employs trusted and reputable third party hosting agents and payment providers to ensure the security of personal data.
All credit card details are entered on a secure server using Shopify Payments. The transfer of the purchase details from our site to Shopify Payments are encapsulated using their encrypted and digitally signed protocol which is secure and tamper-proof. Shopify Payments is level 1 (the highest level) PCI DSS compliant.
VAT
VAT is included on all orders within the EU in the listed product prices.
UK and international orders: taxes and duties will be calculated and shown at checkout, so there are no unexpected fees upon delivery. This way, you’ll know exactly what to expect before completing your order.
SIZING
HOW DO I FIND MY RING SIZE?
To find out your ring size, please visit our Size Guide section which has instructions on how to measure your size using an existing ring.
Are you still not sure about your size? Contact our customer care team, who are looking forward to help you.
CAN I RESIZE MY RING?
For rings from our main collection, resizing is not available. However, you’re welcome to return your ring and place a new order in the correct size.
For rings from our high jewelry collection, we offer one free resizing within 30 days of purchase. Please note that the resizing process, including shipping, may take a couple of weeks.
If you need help with sizing or the return process, feel free to reach out to our customer care team — we’re here to help!
Contact us here.
NECKLACE LENGTHS
Each necklace in our collection is uniquely designed, so lengths may vary from piece to piece. In general, our necklaces range between 40 cm and 46 cm. For exact measurements and technical details, please refer to the “Details” section on each product page.
If you’re unsure about the fit or need personalized advice, our team is always happy to help!
BRACELET LENGHTS
Each bracelet in our collection is uniquely designed, so sizing may vary from piece to piece. In general, our bracelets range between 16 cm and 18 cm. For exact measurements and technical details, please refer to the “Details” section on each product page.
If you’re unsure about the fit or need personalized advice, our team is always happy to assist!
If you didn't find an answer to your query, please Contact Us - we aim to respond to all queries in up to 48 hours.
