FAQ

Customization

Do I have to upload an image when I order?

No. You can upload your image while customizing your piece, or place your order first and send your image later by replying to your order confirmation email.

What if I’m not sure which image will work best?

You can send us several options by replying to your order confirmation email. Our designer can help select the image that is most suitable for your chosen jewelry design.

What kinds of images can you work from?

Depending on the product, we can work from photographs, pet photos, children’s drawings, handwriting, sketches, fingerprints, and other meaningful images that you are authorized to use.

Clear, well-lit images with recognizable details generally produce the best results.

When will I receive my design preview?

We will send your first design preview within 24–48 hours after we receive the image or information needed to create your design.

Can I request changes or use a different image?

Yes. You can request revisions or provide a different source image before production begins.

Production starts only after you approve the final design.

Product Details

Which materials are available?

Materials vary by product and may include Stainless Steel, 925 Sterling Silver, Brass, and other materials specifically listed on the product page.

Available finishes may include Silver Tone, Gold Plated, polished metal, or enamel, depending on the product.

Please refer to the individual product page for the exact material, finish, and customization options available for the item you are ordering.

Which chain lengths and sizes can I choose?

Available sizes and chain lengths vary by product.

Please select from the chain lengths, bracelet sizes, pendant options, and other variants shown on the individual product page.

Production & Shipping

How long does order processing take?

Your first design preview is normally sent within 24–48 hours after we receive the required customization information.

Once you approve the final design, your order is prepared and dispatched within approximately 10 business days.

Shipping transit time is additional.

Submitting images later, requesting revisions, changing the source image, or delaying design approval may extend the overall order timeline.

Where do you ship?

We currently ship to the United States, Canada, and Australia.

Standard shipping is:

Free on orders of US$79 or more
US$6 on orders below US$79

The free-shipping threshold is based on the merchandise subtotal after discounts and before shipping fees and taxes.

How long does shipping take after dispatch?

Estimated standard shipping times after dispatch are:

United States: 7–10 business days
Canada: 5–12 business days
Australia: 6–14 business days

These are estimated transit times rather than guaranteed delivery dates.

Delivery may be affected by customs processing, carrier delays, weather, holidays, or incorrect or incomplete delivery information.

Returns & Warranty

Can I return a personalized order?

Because personalized products are created specifically from your submitted materials, approved design, and selected options, they are not eligible for return or exchange for change of mind.

If your item arrives damaged, defective, incorrect, or materially different from the approved final design or the options you ordered, please contact us within 30 days of delivery.

Please include your order number and clear photos or video showing the issue.

For full details, please see our Refund & Return Policy.

Is my jewelry covered by a warranty?

DRAWELL provides a One-Year Limited Warranty for covered manufacturing defects in materials and workmanship.

Normal wear, accidental damage, misuse, improper care, loss, and other exclusions described in our Warranty Policy are not covered.

Please refer to our Warranty Policy for complete terms.

Jewelry Care

How should I care for my jewelry?

To help keep your jewelry in good condition:

Keep it dry when possible.
Avoid direct contact with perfume, lotion, household chemicals, chlorine, and salt water.
Remove jewelry before swimming, showering, or strenuous activity.
Store pieces separately to reduce scratching and tangling.
Gently wipe jewelry with a clean, soft, dry cloth after wear.

Different materials and finishes may require different care, so please also refer to any care information provided on the individual product page.