Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at

Shipping, Returns & Exchanges
  • How do I know when my order has shipped?

    When you complete your purchase, you can view your real-time logistics information with your tracking number or mobile/order number. Click here to check your logistics information.


  • How long does the shipping and processing take?

    Shipping usually takes 3-15 days and is done by USPS (for the US) or other carriers for international delivery.

    Processing time is on average 1-3 days, but can be up to 7 days for some products or in case of over orders.

    For more information, please check Shipping policy.

  • How much is shipping/taxes?

    At Gotta jewelry, shipping is free and tax-free worldwide. For more details, please check shipping policy.

  • Why is the tracking number not working?

    When we ship our packages to you there are no further updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility it will update.

  • Why was my package returned?

    The package may be returned for the following reasons:

    Wrong or incomplete address

    Invalid phone number

    Unable to deliver 

    Please contact the shipping company for more information or you may contact us so that we can help you.

  • What countries do you deliver to?

    We ship to over 24 countries which are: Brazil, Canada, France, United States, Australia, Belgium, China, Hong Kong SAR, Italy, Macau SAR, United Arab Emirates, Bulgaria, Greece, Mexico, Poland, Portugal, Spain, Sweden, Thailand (Bangkok), Denmark, Austria, Germany, United Kingdom. 

Order & Payment
  • What methods of payment are accepted?

    The following methods of payment are accepted:

    All major credit/debit cards such as : Visa, MasterCard, American Express, Discover, etc…

    PayPal and Stripe

  • Why was my payment declined?

    If you have trouble paying via credit card: Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In the case that your payment is still refused, we suggest trying a different card or payment method.

    If the above instructions fail please contact your bank or contact us with as much detail along with the error messages. so that we may assist you.

  • How do I change/modify my order?

    If you notice a mistake with your order after receiving an order confirmation email, please email us at or contact our customer service(website/Facebook).

    *Please note that we can help you to change the size, remove an item, changing your shipping address before shipment. Once your package is shipped, we will not be able to change anything.

  • How do I cancel my order and get a refund?

    At gotta jewelry, we provide a 30-day warranty on all products. Exchanges and refunds will be accepted within 14 days of your original receipt of the order. Beyond 14 days, ONLY  EXCHANGES will be accepted within 30 days of the original receipt of the order.

    All custom items and earrings and grillz are not subject to returns.

    Please see the specific terms on our Refund policy.

  • Can I choose a different chain for my pendant?

    Sorry, we can not change pendant chains at this time. All pendants are paired with an appropriate width chain and sold as a set.

Products & Quality
  • Is the jewelry 100% solid gold or gold-plated?

    At Gotta jewelry, we offer both 100% 14k solid gold and 14k real gold with 5 times plated.


    We have jewelry made with AAA+ to AAAAA+ grade cubic zirconia, 925 steel metals. We also have jewelry plated 3 to 5 times with 14K to 18K gold, or more for some of our products. Furthermore, we also have jewelry made with moissanite (for our expensive jewelry). So you can be reassured by their qualities.

  • What kind of stones are they?

    For most of the products, we offer Cubic zircon stone, which is an excellent alternative to VS diamond because it is more scratch-resistant for everyday wear. They are unglued. All the CZ stones we used are AAA+ grade CZ or more, with a hand-set. They won't fall out.

  • Do you take custom jewelry orders?

    Yes, we accept orders for custom jewelry. Please visit our customize collection to make your choice. Please note that it will take 15 to 20 days for your jewelry to be customized.

  • How long does it take to customize a product?

    The customization of the product takes 15 to 20 days. Please note that customized products cannot be returned or refunded.

  • Does the gold persist or fades over time?

    We have a rigorous quality control process to ensure the quality of all of our jewelry. The plating will not fade off if you take care of your jewelry. You can visit below page to learn more:

    Jewelry Maintenance

  • Can I take a shower with this on without fading?does It change color?

    Every piece of jewelry deserves to be carefully maintained, which requires us to avoid wearing jewelry under some harsh conditions. Such as bathing / swimming / sports. Therefore, we do not recommend wearing jewelry when taking a bath.

    In some rare cases, that something is wrong with your jewelry, please immediately contact our customer service,

About Gotta Jewelry
  • What is Gotta jewelry?

    Gotta jewelry is an online jewelry store, which sells popular, high-quality iced-out jewelry. We strive to always provide you with quality at affordable prices. Because for us every customer is a diamond, and that we do not neglect a diamond. That's why our goal is to showcase you with the best in hip-hop jewelry.

  • Do you provide a B2B service?

    Yes, we provide a B2B program for companies wishing to source iced jewelry and hip-hop watches. 
    With a minimum MOQ of 10 at a lower price than our online store. And always with free shipping. 
    In addition, customization of products is possible. 

    We use laser technology to engrave your company name on the products. 
    If you are interested, please fill in this form, and we will contact you as soon as possible.

  • Is it safe to order online at

    YES! uses high-quality, secure servers to protect your private information. We also have an SSL certificate on our site. We also use well-known and secure payment services like PayPal and Stripe. So you can make your purchase with your eyes closed.