FAQ

Quick Answers

1. What is the Handmade by Mella return policy?
Our return policy allows returns within 14 days of delivery for a full refund. The jewelry must be unworn, in original condition, and in its packaging.

2. How long does shipping take?
Orders are processed within 1-2 business days. Standard shipping within Israel takes 2–4 business days. International delivery varies by location.

3. What payment methods are accepted?
We accept all major credit cards, PayPal, and local payment options like Apple Pay and Google Pay.

4. How can I clean and care for my gemstone jewelry?
Clean gently with a soft, dry cloth. Avoid water, chemicals, and perfumes. Store in a cool, dry place.

5. Do your gemstones have natural healing properties?
Many customers believe gemstones support emotional well-being. While not medically proven, our stones are selected for beauty and symbolic energy.

6. What if my jewelry doesn’t fit?
If the piece doesn’t fit, contact us within 14 days to arrange a return or exchange based on availability.

7. Can I customize a piece of jewelry?
Yes. we offer custom orders. Contact us with your ideas and we’ll help bring them to life.

Shipping & Orders

When will my order be shipped?
Each piece is carefully selected and prepared with love.
Processing time: 1-3 business days, after which your order is shipped.

What are the delivery times in Israel and worldwide?

• Israel: 2-5 business days via registered mail.

• International: 7-14 business days, depending on the destination and local postal service.

Is there free shipping?
Yes. Free shipping is available for orders above the minimum amount displayed in the website banner.
The free shipping threshold may vary from time to time according to promotions.

How will I receive my tracking number?
Once your order is shipped, you’ll receive an email with a tracking number.
If you don’t see it within 5 days, please check your spam folder or contact us directly.

Returns & Exchanges

Can I return or exchange an item?
Yes. Returns or exchanges are accepted within 14 days of delivery,
as long as the item is new, unworn, and in its original packaging.
Custom-made items cannot be returned.

How do I start a return?
Contact us with your order number and item name.
We’ll send you detailed instructions and the return address.

Who covers the return shipping costs?
If you changed your mind, return shipping is at the customer’s expense.
If there’s a defect or issue with the item, we’ll cover the return costs 

Materials & Jewelry Care

What are Mella jewelry pieces made of?
Genuine gemstones, 18k gold-plated or pure silver beads, and high-quality coated wire.
Each piece is handmade with intention and care.

Are the jewelry pieces water-resistant?
Yes. All Mella jewelry is water-resistant and coated with a protective glaze.
However, we recommend avoiding seawater, as salt may shorten the lifespan of the plating.

How should I clean and store my jewelry?
Wipe gently with the soft dry cloth provided and store in a closed jewelry box.
Avoid exposure to chemicals or cleaning agents.

Sizing, Custom Orders & Gifts

How do I choose the right size?
Some jewelry pieces are available in multiple sizes.
If sizing options are available, they’ll appear on the product page.

Can I request a custom design?
Yes. You can request a change in length, stone combination, or create a custom set.
Send us your idea, and we’ll provide a quote and preparation time.

Do you offer gift packaging?
Yes. Every order arrives beautifully packaged and ready to gift.

Energy & Gemstones

How do I choose the right stone for me?
Start with the Stones & Energy page to explore by intention:
Love, Balance, Calm, or Protection.
You can also contact us for personalized guidance - we’d love to help.

Is the jewelry energetically cleansed?
Yes. Each piece undergoes a gentle cleansing ritual before shipping,
so it arrives to you clean, balanced, and ready for your new intention.

Payments & Security

Which payment methods do you accept?
We accept credit cards, PayPal, Apple Pay, and Google Pay.

Is payment secure?
Yes. Our website operates under HTTPS and uses certified, encrypted payment systems
that comply with PCI DSS international security standards.

Wholesale & Boutique Partnerships

I own a boutique - can we collaborate?
Absolutely. Visit our Wholesale / Boutique Partnerships page and leave your details.
We’ll send you our Line Sheet and full partnership terms.