Frequently Ask Questions
Welcome to our Frequently Asked Questions page, where you can find answers to the most common queries about our services, products, and policies.
Explore the categories below to expand and collapse specific topics and get the information you need quickly.
Orders and Payments
* How do I place an order?
Browse our collections, select the item you wish to purchase, and add it to your cart. Once you’re ready, proceed to checkout and follow the on-screen instructions to complete your purchase.
* What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express), PayPal, and international payment gateways such as Stripe.
* Can I change my order after placing it?
Changes to orders can only be made within the return window to explore exchange options and before they are processed for shipping. Please contact customer support as soon as possible if you need to make changes. Read more at our Return Policy
* Is it safe to use my credit card on your website?
Yes, our website uses secure encryption technology (SSL) to protect your personal and payment information.
* Is my credit card information secure, and do you comply with PCI DSS Level 1?
Yes, we comply with PCI DSS Level 1, the highest security standard for processing credit card payments. Your information is encrypted, securely transmitted, and never stored by us. All transactions are handled through trusted PCI-compliant payment gateways, ensuring a safe shopping experience.
Shipping and Delivery
* Where do you ship to?
We ship to most countries worldwide. Please check our shipping page for specific country availability.
* How long does shipping take?
Delivery times vary by location. International shipping typically takes 7-14 business days, but this may be affected by customs clearance and local delivery services.
* Can I track my order?
Yes, once your order is shipped, you will receive a tracking number via email to follow your package’s journey.
* What are your shipping costs?
Shipping is: 8 USD flat (1 – 3 items) – Yes, it’s $8 total – not $8 per item!) to any location. Free shipping is available for 4+ items or with orders above 90USD.
Returns and Refunds
* What is your return policy?
We accept returns within 14 days of delivery. Items must be unworn, undamaged, and in their original packaging as it is detailed within our Return Policy. Some items are non-returnable and will be marked as such on the product page.
* How do I return a product?
To initiate a return, please contact our customer service team for instructions. Once your return is approved, you will receive further details on how to proceed.
* When will I receive my refund?
Refunds are typically processed within 7-10 business days after we receive the returned item. Learn more about our Return Policy.
Product Information
* Are your products made from Natural materials?
Yes, all of our jewelry is made from Natural authentic, high-quality materials. Each product description includes specific material details.
* Will my jewelry look exactly like the photo?
Each piece is one-of-a-kind due to the natural grain and tone of the wood or stone. We carefully match the shape and style shown, but natural variation means your item may have slight differences — and that’s part of its charm!
* How do I care for my jewelry?
To maintain the shine and quality of your jewelry, store it in a cool, dry place, avoid exposure to chemicals, and clean it gently with a soft cloth. Read more about jewelry care on our Blog.
* Can I customize or personalize jewelry?
Yes, we offer customization options for select products. Please check the product page or contact us for more details.
* What is the “Surprise me!” option?
surprise me is a way for us choosing your jewelry element (wood, color or both of them). While choosing this option we will choose the feature as a surprise only for you to reveal it once you get the package and open it.
Account and Privacy
* Do I need to create an account to place an order?
Yes, an account is required to place an order. It ensures secure checkout, lets you track orders, and makes future purchases faster and easier.
* How is my personal information protected?
We are committed to protecting your privacy. All personal information is handled securely in accordance with our Privacy Policy.
Gift Options and Packaging
* Do you offer gift wrapping?
Yes, gift wrapping is available for most items at checkout. You can also include a personalized message with your gift.
* Can I send an order as a gift to someone else?
Absolutely! You can specify the recipient’s address during checkout, and we will send the order directly to them without including the invoice.
General Inquiries
* Can I contact customer service for help?
Yes, our customer service team is here to assist you. You can reach us via email, phone, or live chat during business hours.
* what is the Company Details?
Business Name: Materia Libra
Address: Kfar Saba, Israel
Email: contact@materialibra.com
* Do you have a physical store?
We are an online-only business, allowing us to offer a wide range of jewelry and affordable prices without the overhead costs of a physical location.
* How can I stay updated on new products and offers?
Email Us at contact@materialibra.com to Sign up for our newsletter to receive the latest updates on new collections, exclusive offers, and special promotions.
