Blue-and-white Chrysanthemum Hairpin with Pearl
Shipping & Returns
We've included answers to our most frequently asked questions below. Can't find what you're looking for? Reach out to us at support@shilume.com — we're happy to help!
How Long Does Delivery Take?
We know you can't wait to receive your new Shilume pieces! We offer FREE standard shipping to most countries, with full order tracking so you can follow your package every step of the way.
Note: Orders are processed 7 days a week but are shipped out Monday through Friday only.
*During peak periods such as Black Friday, Cyber Monday, and Christmas, shipping times may be slightly longer due to high order volumes.
Do You Ship Internationally?
We offer shipping to most countries around the world. Unfortunately, we are currently unable to ship to the following countries:
Afghanistan, Angola, Argentina, Aruba, Ascension Island, Bangladesh, Belarus, Bermuda, Bolivia, Botswana, Brunei, Cayman Islands, Chile, Congo - Brazzaville, Congo - Kinshasa, Cook Islands, Costa Rica, Curaçao, Ecuador, Egypt, Falkland Islands, Fiji, French Polynesia, Gibraltar, Greenland, Guatemala, Guernsey, Honduras, India, Iraq, Jamaica, Kazakhstan, Kenya, Kosovo, Liberia, Maldives, Mali, Martinique, Mongolia, Montenegro, Namibia, Nepal, New Caledonia, Macedonia, Pakistan, Palestinian Territories, Panama, Peru, Philippines, Rwanda, Serbia, Seychelles, Somalia, South Sudan, Sri Lanka, Trinidad & Tobago, Tristan da Cunha, Uruguay, Uzbekistan
Is My Personal Information Secure?
Shilume adheres to the highest industry standards to protect your personal information. All credit card details and personal data are encrypted during transmission using SSL (Secure Socket Layer) technology, widely trusted for safe online transactions.
Can I Amend My Order?
We process orders quickly to get them to you as soon as possible. If you need to make a change, please email support@shilume.com as soon as possible and we will do our best to accommodate your request before the order ships.
Can I Cancel My Order?
If you placed your order within the last 24 hours, please email support@shilume.com and we can cancel it and issue a full refund. Unfortunately, cancellations are not possible after 24 hours, as the order will have already been processed by our warehouse.
I Entered an Incorrect Address!
If you've entered the wrong shipping address, please email us immediately at support@shilume.com with your correct address and we'll update it as soon as possible.
What If My Parcel Is Delayed?
In rare cases, delivery may take slightly longer than estimated — this is most commonly caused by customs clearance, which is outside our control. Rest assured, we will make sure your order reaches you. If your parcel is lost, we will either reship it free of charge or issue a full refund — whichever you prefer. Simply contact us at support@shilume.com.
Will All My Items Arrive Together?
We aim to ship all orders complete. However, in some cases, orders may be split across multiple packages due to different warehouse locations. If this happens, you will receive multiple tracking numbers. Don't worry — everything will arrive!
Do I Need to Pay Customs Fees?
In most cases, customs fees do not apply. However, in rare situations, handling fees or import duties may be charged as your parcel passes through customs. These charges must be paid by the recipient. Unfortunately, we have no control over customs policies, which vary by country.
Can I Return My Order?
We offer a 30-day return policy. If you'd like to return your jewelry, please email support@shilume.com within 30 days of receiving your order and we will arrange a return and issue a full refund.
My Item Arrived Damaged!
We're so sorry to hear that! All orders are shipped with protective packaging, but if your item arrives damaged, please email support@shilume.com immediately and we will reship your order free of charge.
How Is the Jewelry Packaged?
All Shilume jewelry is shipped in our signature gift boxes. Individual items are placed in clear zip-seal bags to keep them safe during transit. If you'd like each item in a separate gift box with a gift bag, please select Gift Packaging as an add-on at checkout.
Still Have Questions?
If we haven't answered your question, please don't hesitate to reach out — we aim to reply within 24 hours.
Customer Support：support@shilume.com
Quality & Care
We stand behind the quality of our jewelry. Each piece is individually tested for quality control and guaranteed to be long-lasting, hypoallergenic, and tarnish resistant.
If for any reason you are not satisfied with your purchase, our 1 Year Warranty has you covered. No risk, all rewards.
Read our Jewelry Care guide
Every piece of Shilume jewelry is crafted with love. Like all fine jewelry, it may naturally oxidize or fade over time — but with a few simple habits, you can keep your pieces looking beautiful for longer.
Handcrafted with time-honored national intangible cultural heritage techniques, our fine oriental jewelry may gently oxidize over time. To sustain its elegant luster, please remove it before makeup, perfume, housework and water exposure. Keep it away from chemicals, seawater, high heat and direct sunlight. Store separately to avoid scratches, and take off while sleeping or exercising. Wipe with a soft cloth after contact with sweat or moisture, clean gently and keep dry at all times.