FAQ
JEWELRY CARE & MATERIALS
WHERE IS MY JEWELRY MADE?
Your jewelry is mindfully handcrafted in a small-scale, family-owned and ethically run factory in Bali, Indonesia.
WHAT IS MY JEWELRY MADE FROM?
All our pieces (excluding chains) are made from recycled sterling silver. Eco or recycled silver is not mined from the ground, instead it is produced using unwanted jewelry and scrap silver which is melted down to be reused again.
Recycled silver is an amazing resource, able to be repeatedly reused without diminishing in quality and without creating any environmental decay.
.925 Sterling Silver
Alloy made of 92.5% pure Silver and 7.5% Copper. All our sterling silver pieces are stamped with the 925 mark which indicates the purity of the metal. Recycled sterling silver has the same purity as new sterling silver, there is no quality difference between the two.
Gold Vermeil
All of our gold jewelry is layered in Gold Vermeil. Simply, to be considered Gold Vermeil, the piece of jewelry must have a very thick layer of Gold over high-quality Sterling Silver.
We layer our base of Sterling Silver with a thick layer of recycled 18k Gold (2.5 microns) to make it even more durable, which allows us to create premium pieces of jewelry without the premium price tags of solid gold.
Additionally, for those who fear metal allergies, Gold Vermeil is the perfect solution as there is no unknown core metal other than a thick layer of solid Gold and the base of high-quality Sterling Silver.
IS YOUR JEWELRY NICKEL FREE?
Manado jewelry is 100% free from nickel and other heavy metals that are harmful to your health.
HOW DO I CARE FOR MY JEWELRY?
Your jewelry should always be the last thing you put on when you dress up and the first thing you take off when you come home. Contact with lotions, cosmetics or perfumes is generally not good for jewelry items, as the chemicals can speed up the tarnishing process (never spray perfume directly onto your jewelry).
As it's certainly tempting to wear your Manado jewelry all the time, we recommend removing while working out, cleaning, showering, bathing or swimming in chlorinated or salt water.
HOW DO I FIND MY RING SIZE?
Measure an existing ring:
Take a ring with a slim band that fits perfectly around your finger and place it on top of the ruler. Read the diameter of the inner side of the ring in millimeters. This is your ring size! For example, if the diameter of your ring is 17.3mm, then you have ring size 7.
Take the diameter measurement in millimeters, and then use our conversion chart below to find the ring size.
size 6: 16.45 mm
size 7: 17.3 mm
size 8: 18.2 mm
For more information on how to find the perfect size for you, visit our Ring size guide link.
ORDERS, SHIPPING & TRACKING
WHEN WILL MY ORDER ARRIVE?
We take 1-3 business days to process your order, but we might take longer during busy periods. Please factor in this time in addition to shipping estimates. All orders are processed Monday to Friday – 9:00am to 5:00pm.
Delivery times may vary depending on the package destination. Your order can be tracked once it is processed for delivery.
For International Orders:
Processing time for your order is 1-3 business days after payment has been confirmed.
International deliveries can take up to 1-2 weeks.
All transit times exclude time in customs.
For Indonesia Domestic orders:
Processing time for your order is 1-3 business days after payment has been confirmed.
Please allow an additional 3-6 business days for the package to be received depending on the package destinations.
Note: For made-to-order & custom order items information will vary and be displayed in the description of the product. Some of our items are made-to-order in small batches to ensure no waste. For these items, please allow a maximum of 2 weeks for your order to be fulfilled plus shipping time.
DO YOU SHIP INTERNATIONALLY?
Yes, we do ship to selected international destinations.
If your country is not available to ship to, please contact us at manadodesigns@gmail.com and we will do our best to assist you with your purchase.
HOW MUCH DOES SHIPPING COST?
We offer Free international shipping for orders over $150 CAD
Shipping for orders below $150 CAD will be calculated upon checkout based on the country your order is being shipped to.
We offer Free Shipping for domestic orders within Indonesia.
WHICH ORDERS QUALIFY FOR FREE SHIPPING?
All orders over $150 CAD will automatically qualify for free shipping.
WILL I BE CHARGED TAXES AND DUTIES?
International orders may be subject to customs or import duties and tax charges once a shipment reaches its destination country.
Manado does not cover the cost of import duties and taxes and therefore every buyer has to assume responsibility for these potential additional costs. As import duties and tax charges vary from country to country, we recommend you contact your local customs office for more information before placing an order.
Please note we do not accept returns and will not process any refunds on returning parcels that have been send back initiated by the shipping company if you choose to not pay the taxes/fees/custom clearance provided by the country which the package is shipped to.
CAN I CHANGE OR UPDATE MY ORDER?
Due to courier limitations, we are unable to cancel or make any changes to your order once it has been shipped. If you need to make any changes or cancel your order, please contact us right away at manadodesigns@gmail.com at the time of placing your order.
If your order is still in our facility, we will do our best to accommodate your request.
We are unable to redirect orders once they have been dispatched, please supply an address where you will be available to sign and receive your order. If you wish to redirect your parcel, please contact the courier company with your order directly.
Orders cannot be cancelled after they have been confirmed through our website.
WHY DOES MY ITEM NOT LOOK IDENTICAL TO THE PICTURE ON THE WEBSITE?
Handmade products do have variations in size and style. This is a natural occurrence and the nature of handmade. No two designs will be exactly alike giving you a lasting one-of-a-kind product to treasure for years to come. If you are looking for specific dimensions on a product, please contact us before purchasing so we can assist in finding the right fit.
RETURNS
AM I ABLE TO RETURN AN ITEM?
Orders from Manado can easily be returned to us within 7 days of receipt. Please note that we can only accept returns if they are returned on time and in accordance with the return policy.
To start a return, you must notify us through email at manadodesigns@gmail.com
If your return is accepted, we will send you instructions on how and where to send your package. Items send back to us without first requesting a return will not be accepted.
To be eligible for a return & refund, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. Items that appear worn or used will not be refunded.
Due to health regulations and hygiene, we are unable to accept returns on earrings.
All Sale items and custom pieces are non-refundable.
Note: As we are a small business, we will not be able to provide shipping labels for returns and will not cover the shipping costs at this time. Unpaid returns will not be accepted by Manado.
International customs duties and sales taxes which were paid by you during the original recipe of the product are not reimbursed by Manado.
Refer to our Return policy for further information.
AM I ABLE TO EXCHANGE AN ITEM?
Unfortunately, we are currently unable to offer an exchange of your order. If you'd like to exchange an item, you'll need to return your original order to us for a refund and then place a new order.
DO I HAVE TO PAY FOR RETURN SHIPPING FEES?
Yes. As we are a small business, we will not be able to provide shipping labels for returns & exchanges and will not cover the shipping costs at this time. Unpaid returns will not be accepted by Manado.
WHAT IF THE ITEM I RECEIVED IS DAMAGED OR FAULTY?
In the rare occasion that your item is faulty, please contact us at manadodesigns@gmail.com within 48 hours after receiving your product so that we can evaluate the issue and make it right.
Once proof of damage has been provided by the customer, you may claim the replacement only 7 days after receiving your faulty item and arrange replacement of the product after such notification.
Kindly note we do not take responsibility for mishandled pieces. Manado reserves the right to refuse returned products that have been used, worn or altered in any way.
Please read our Info & Care provided with every piece to make sure you make the most of your purchase.
If you are located in Bali, we are happy to fix your jewelry piece for free anytime.
WHAT IF THE ITEM IS LOST OR STOLEN IN TRANSIT?
We cannot accept responsibility for any items that are stolen or lost in transit. The customer accepts full responsibly for any loss or damage to these items.
PAYMENT
WHICH PAYMENT METHODS ARE ACCEPTED?
We accept Visa, MasterCard, American Express credit cards and Visa debit cards.
WHAT CURRENCY ARE YOUR PRICES IN?
ALL PRICES DISPLAYED ON THE WEBSITE IS IN CAD (Canadian Dollar). Depending on your country, currency conversions will be reflected on your credit card/banking statement bill.
ARE THE PAYMENTS SECURE?
We take online security very seriously. At no point do we store any financial information on our servers. We work with trusted and reputable third-party hosting agents and payment providers to ensure the security of personal data.