Frequently Asked Questions
Shipping
How long does shipping take?
All orders are processed within 1–3 business days.
U.S. Shipping:
- Standard: 3–5 business days
- Express: 1–2 business days (available at checkout)
All orders are shipped from California, USA.
Do you ship internationally?
Yes. We offer free international shipping on orders over $300.
Delivery typically takes 7–21 business days, depending on your location and customs processing.
How do I track my order?
Once your order ships, you’ll receive a confirmation email with your tracking number.
You can also track your order status online by clicking here.
If you don’t see it, please check your spam folder or contact us at support@firstberry.com.
Orders
Can I change or cancel my order?
We begin processing orders quickly, so changes are not always guaranteed.
If you need to make a change, please contact us as soon as possible (within 30 minutes of placing your order) and we’ll do our best to assist.
I entered the wrong shipping address. What should I do?
Please contact us immediately at support@firstberry.com.
We cannot guarantee changes once an order has been processed or shipped, and we are not responsible for orders shipped to incorrect addresses.
Returns & Exchanges
What is your return policy?
We offer 30-day returns from the date of delivery.
To start a return:
- Log in to your account
- Select your order
- Click “Request Return”
For full details, please visit our Returns & Exchanges page.
How do exchanges work?
For exchanges (size or style), please contact us at:
Include your order number and the item you’d like to exchange.
Our team will guide you through the process.
Delivery Issues
My tracking says “delivered” but I didn’t receive my package
Please check with:
- Your local carrier
- Neighbors or building management
Once a package is marked as delivered, we are not responsible for lost or stolen items.
If you still need help, contact us and we’ll do our best to assist.
I received an empty or damaged package
Please contact us within 7 days of delivery.
We require a clear unboxing video showing the package unopened as proof in order to process a replacement or refund.
Product & Care
Can I wear your jewelry every day?
Yes. Our jewelry is designed for everyday wear — durable, water-resistant, and made to last.
For best results, we recommend avoiding harsh chemicals and heavy impact.
Do you offer a warranty?
Yes.
- Lifetime warranty on moissanite jewelry
- 1-year warranty on simulated diamond jewelry
This covers manufacturing defects.
For full details, please visit our Warranty page.
Need Help?
We’re here for you.
📩 support@firstberry.com
We typically respond within 24 hours during business days.