Frequently Asked Questions
General
Q: What is SENLORE? A: SENLORE is a contemporary fine jewelry brand specializing in freshwater pearls, natural gemstones, and artisanal metalwork. We create timeless, elegant pieces crafted for the modern woman who values quality and individuality.
Q:What is Puraperla? A: Puraperla is a collection under SENLORE, born from a desire to return to nature and rediscover the self. The name means "Pure Pearl" — a celebration of raw, unfiltered beauty. This collection features minimally processed natural materials including crystals, baroque pearls, and raw minerals, honoring the organic imperfections that make each piece truly one of a kind. Pura Perla is for those who seek jewelry that feels as natural as it looks.
Q: Where is SENLORE based? A: SENLORE is headquartered in New York, USA, with our design studio rooted in Brooklyn, New York. Our operations are based in Wyoming, and we work with partner studios and offices across the United States, the United Kingdom, China, Japan, and beyond. We serve customers worldwide with the same care and attention in every order.
Q: Is SENLORE jewelry nickel-free and hypoallergenic? A: Yes. All SENLORE jewelry is crafted from nickel-free, hypoallergenic materials, making them safe for sensitive skin. Our pieces are made with 925 sterling silver, 18K gold vermeil, and genuine freshwater pearls.
Products & Materials
Q: What materials does SENLORE use? A: We use only premium, responsibly sourced materials including recycled 925 sterling silver, 18K gold vermeil, genuine freshwater pearls, Akoya pearls, and carefully selected natural gemstones. Every piece is designed to last.
Q: Are your pearls real? A: Yes. We use genuine pearls across our collections, including freshwater pearls, Akoya pearls, and mother-of-pearl shell. The specific material for each piece is clearly listed in the product description — we believe in full transparency about what you're wearing.
Q: What is the difference between freshwater pearls and Akoya pearls? A: Freshwater pearls are grown in rivers and lakes, offering a wide range of shapes and a soft, romantic luster. Akoya pearls are saltwater pearls known for their perfectly round shape and high-gloss mirror-like shine. Some pieces feature mother-of-pearl shell, which showcases the iridescent inner lining of the oyster. All materials are genuine and clearly noted on each product page.
Q: What is 18K gold vermeil? A: Gold vermeil is a thick layer of 18K gold plated over 925 sterling silver. It is more durable and higher quality than standard gold plating, making it an affordable alternative to solid gold while maintaining a luxurious appearance.
Q: Will my jewelry tarnish? A: With proper care, SENLORE jewelry is designed to maintain its beauty over time. To extend the life of your pieces, avoid contact with water, perfume, lotions, and harsh chemicals. Store in a cool, dry place when not wearing.
Q: How do I care for my pearl jewelry? A: Pearls are delicate and should be the last thing you put on and the first thing you take off. Wipe gently with a soft cloth after wearing. Avoid ultrasonic cleaners, harsh chemicals, and prolonged exposure to sunlight or heat.
Sizing
Q: How do I find my ring size? A: Each product page includes a detailed size guide. We recommend measuring your finger with a soft measuring tape or a strip of paper, then comparing to our size chart. For the most accurate fit, visit a local jeweler for a professional measurement.
Q: What if my ring doesn't fit? A: We accept exchanges for eligible items within 30 days of delivery. Please contact us at hello@senlore.com with your order number and we'll be happy to assist.
Q: Do you offer adjustable pieces? A: Some of our bracelets and rings are adjustable. This will be noted in the individual product description.
Orders & Payment
Q: What payment methods do you accept? A: We accept all major credit cards (Visa, Mastercard, American Express), PayPal, Shop Pay, Apple Pay, and Google Pay.
Q: Can I modify or cancel my order after placing it? A: Orders can be modified or canceled within 24 hours of placement, provided they have not yet been processed or shipped. Please contact us immediately at hello@senlore.com with your order number.
Q: Do you offer gift wrapping? A: All SENLORE orders are packaged in our signature jewelry box, making every purchase gift-ready. If you'd like to include a personalized message, please note it at checkout.
Q: Will I receive an order confirmation? A: Yes. A confirmation email will be sent to you immediately after your order is placed. Once your order ships, you'll receive a second email with your tracking number.
Shipping
Q: How long does shipping take? A: Domestic (US) orders are delivered within 7–12 business days. International orders to UK, Canada, and Australia take 10–18 business days. European orders take 10–20 business days. All orders are processed within 1–3 business days.
Q: Do you offer free shipping? A: Yes! We offer free standard shipping on US orders over $100, UK/Canada/Australia orders over $150, and European orders over $180.
Q: Do you ship internationally? A: Yes, we ship to over 27 countries worldwide including the UK, Canada, Australia, and major European destinations. International shipping rates are calculated at checkout.
Q: Will I have to pay customs duties on international orders? A: Customs duties, import taxes, and tariffs are the responsibility of the customer and vary by country. We recommend checking with your local customs office before placing an order if you are unsure.
Q: How do I track my order? A: Once your order ships, you'll receive a tracking number via email. Please allow up to 48 hours for tracking information to update.
Returns & Exchanges
Q: What is your return policy? A: We accept returns within 30 days of delivery for unworn, undamaged items in original packaging. Earrings that have been worn cannot be returned for hygiene reasons. Please visit our Return & Refund Policy page for full details.
Q: How do I initiate a return or exchange? A: Email us at hello@senlore.com with your order number and reason for return. Our team will respond within 2 business days with instructions.
Q: What if I received a damaged or defective item? A: We're so sorry to hear that. Please contact us within 7 days of delivery at hello@senlore.com with your order number, a description of the issue, and photos or a short video. We will arrange a replacement or full refund at no cost to you.
Customization & Gifting
Q: Do you offer custom or personalized jewelry? A: We offer select customization options including engraving on certain pieces. Please contact us at hello@senlore.com to discuss your vision and we'll do our best to accommodate your request.
Q: Is SENLORE jewelry a good gift? A: Absolutely. Our jewelry comes in elegant signature packaging, making every piece gift-ready. We also offer gift cards if you'd like to let someone choose their own piece.
Q: Do you offer gift cards? A: Yes, SENLORE gift cards are available in various denominations and never expire. Perfect for birthdays, anniversaries, and special occasions.
Contact
Q: How can I contact SENLORE? A: You can reach us at service@senlore.com or visit www.senlore.com. We respond to all inquiries within 2 business days.
Q: What are your customer service hours? A: Our team is available Monday through Friday. We aim to respond to all emails within 2 business days.