Everything you need to know about your order, jewelry care, and our services — all in one place.
Customer Care at Inna Grace
Customer Care
Shipping
We ensure every order arrives quickly, safely, and in perfect condition.
Phuket courier delivery
Within 2 hours after payment confirmation. Available in selected areas such as Patong, Kata, Karon, Rawai, Chalong, Phuket Town, and more. Free for orders over 10,000 THB.
Across Thailand
Delivery within 2 business days via trusted services with tracking.
International shipping
5−14 business days depending on destination and courier service. Worldwide delivery available. Shipping cost is calculated individually at checkout.
Each piece comes in branded packaging and is carefully protected for the journey. A tracking number is always provided once your order is dispatche
Payment
At the moment, online checkout is not available — we personally assist with every order to keep the process safe and simple
How it works:
- Place your order through the form on our website.
- We will contact you via WhatsApp or Telegram to confirm details and agree on the payment method.
- Once confirmed, you’ll receive payment details.
Available methods:
- PayPal
- Bank transfer (Visa, Mastercard, MIR)
Currencies accepted:
THB, USD, EUR, RUB, UAH, KZT, UZS.
Orders are shipped once payment is received. A tracking number will be shared as soon as the parcel is dispatched.
Exchange
We want you to love your piece — and we’ll make it easy if you need to exchange it.
Timeframe
Reasons
Wrong size, wrong item received, manufacturing defect, or an unworn piece you’d like to exchange for another.
14 days from delivery (EU — in accordance with legislation; other countries — 14 days under brand policy).
Shipping
- If the exchange is due to a defect or our error — we cover both ways.
- If by client’s choice (size, color, model) — shipping is at the client’s expense.
Price difference
Condition
Jewelry must be unworn, in its original packaging, with tags/seals intact and all accessories (pouch, box, documents) included.
- If the new piece costs more — you pay the difference.
- If it costs less — we refund the difference
Return
If your piece isn’t right, our return process is clear, fair, and stress-free.
Timeframe
Reasons
Manufacturing defect, incorrect item, or in the EU — online orders may be returned within 14 days without providing a reason (if unworn).
14 days from delivery (EU — in accordance with legislation; other countries — 14 days under brand policy).
Condition
Jewelry must be unworn, in its original packaging, with tags, seals, and all accessories.
Refunds
Shipping
- If due to defect or our mistake — we cover return shipping and refund the full amount, including initial delivery.
- If for personal reasons — return shipping is at client’s expense, and original delivery cost is non-refundable.
Are issued to the original payment method within 10 business days of confirmation.
How to request a return or exchange
1. Contact us
Via WhatsApp, Telegram, or email.
2. Provide details
Order number/date, full name, phone number, reason, and photos/videos of the item and packaging (especially if defective).
3. Ship the item
We’ll provide the return address. Please send in original packaging, protected for transport, with a trackable courier service.
4. Processing time
- Inspection & confirmation — up to 3 business days after receiving the item.
- Refund — up to 10 business days after confirmation.
- Exchange — new item shipped within 2 business days (if in stock).
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What the warranty covers
- Broken clasps, locks, or chains caused by manufacturing defects.
- Stones that loosen or fall out under normal wear.
- Deformation of the piece due to hidden metal flaws.
Not covered by warranty
- Mechanical damage (impacts, drops, snags).
- Natural tarnishing or color change of silver (oxidation).
- Wear of gold vermeil, scratches, or scuffs from use.
- Damage from contact with chemicals, pool water, cosmetics, or perfume.
- Loss of the item or its parts due to improper care or handling.
Shipping for warranty repairs
If the warranty case is confirmed, the client covers shipping to us, and we cover the return shipping back to you.
How to request warranty service
- Contact us via WhatsApp or Telegram and send photos/videos of the defect.
- Provide your order number or purchase date.
- We’ll confirm the return address for service.
Repair timeframe
- Repairs or replacements take up to 14 business days from the date we receive the item (not including shipping time).
- For complex stones or unique settings, the timeframe may be longer — we will always notify you in advance.
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Complimentary services
- Free cleaning and polishing within 12 months from the date of purchase (by appointment).
- Inspection and preventive reinforcement of stone settings.
- Guidance and support on jewelry care at any time.
How to clean sterling silver
- Use special silver-cleaning products for regular care — polishing cloths or safe liquid solutions that gently remove tarnish and restore luster.
- Important: always consider the stones. Opal, turquoise, mother-of-pearl, and pearl are sensitive to chemicals and can change color or lose their shine. In such cases, clean only the metal parts or use a mild soap solution.
- After cleaning, rinse thoroughly with clean water and dry with a soft cloth.
- Avoid abrasive materials, toothpaste, or hard brushes to prevent scratches.
How to store your jewelry
- Store each piece separately — in a soft pouch or jewelry box with compartments to avoid friction and scratches.
- Fasten chains before storage to prevent tangling.
- Don’t keep jewelry loose in one box or cosmetic bag — friction between metals and stones can cause wear and chipping.
- For gemstone pieces, use compartments with soft lining or fabric pouches for extra protection.
- Keep jewelry away from direct sunlight, high humidity, and sudden temperature changes.
What to avoid
- Moisture and water: avoid wearing jewelry in the shower, pool, or sea — humidity and salt may darken silver, loosen settings, or damage stones.
- Chemicals: cleaning products, cosmetics, creams, perfumes, and hairspray can damage both metal and stones.
- Mechanical damage: impacts, drops, or snags may deform the piece or loosen stones.
- Excessive pressure: bending, squeezing, or twisting may cause cracks or breaks.
- Heavy activity: during sports or physical work, jewelry is at higher risk of damage or loss
Why silver darkens (and how to slow it down)
Sterling silver naturally darkens over time due to a chemical reaction with sulfur in the air, as well as contact with sweat, cosmetics, or household chemicals. This is not a sign of poor quality but a normal reaction of the precious metal.
To keep your silver brighter for longer:
To keep your silver brighter for longer:
- Store jewelry in closed boxes or pouches, away from moisture and sunlight.
- Remove it before bathing, exercising, or applying creams and perfume.
- Regularly polish with a soft silver-cleaning cloth.
- When needed, use professional cleaning products — always taking into account the type of stones in the piece.
Ring sizes
How to measure at home
1. With a string or paper strip
2. With an existing ring
3.With online tools
1. With a string or paper strip
- Wrap it around your finger where you plan to wear the ring.
- Mark the meeting point and measure the length in millimeters — this is your finger’s circumference.
- Compare with the ring size chart.
2. With an existing ring
- Choose a ring that fits well on the intended finger.
- Measure its inner diameter with a ruler.
- Use the size chart to find the matching size.
3.With online tools
- Use dedicated websites or mobile apps (e.g.: Ring Sizer) that let you place your ring on the screen for instant measurement.
- Always measure during the warmer part of the day, when fingers are slightly larger — this ensures a more comfortable fit.
Bracelet sizes
Most of our bracelets include an extension chain for adjustability.
If you have very slender wrists or prefer a looser fit, please mention this when ordering so we can guide you to the best option.
If you have very slender wrists or prefer a looser fit, please mention this when ordering so we can guide you to the best option.
Inna Grace tip:
If you’re between two sizes, choose the larger one. For wide bands, we recommend going half a size up.
If you’re between two sizes, choose the larger one. For wide bands, we recommend going half a size up.
Necklace lengths
Necklace lengths are indicated in each product description.
To help you visualize, we provide a reference size chart — so you can easily choose the style that sits exactly where you want it.
To help you visualize, we provide a reference size chart — so you can easily choose the style that sits exactly where you want it.
