Q:  How are PlanetJill products made?

A:  We work with the finest of metals and stones in our unique, original designs and seal your image permanently in place.  In our jewelry, we use solid .925 sterling silver and 14k white or yellow gold. Accent stones include freshwater pearls, genuine Swarovski crystals, and in our 14k pieces, quality diamonds.  Our home accessories are made with nickel-free pewter with white bronze plating.  Your item will come beautifully gift wrapped in our signature green boxes.


Q:  What is your turnaround time?

A:  It's amazingly fast!  We produce within 2-3 business days (and allow 1 extra day for orders with double-sided charms). Then allow additional days for time in transit.  Standard (3-7 business days), 2nd Day, and Next Business Day are the 3 options we offer.  


Q:  What is the fastest I can receive an order?

A:  4 business days!  However, to get your order this quickly, place your order before noon PAC time (allowing this day to count as a “production day”) and be sure to select “Next Business Day” for your ship choice.  Though we can’t guarantee this, we may surprise you with an early arrival if production takes less time than we thought it would! bunny-25  (USE THE CODE PJPINKBUNNY25 FOR 25% OFF YOUR ORDER ALL WEEKEND!)


Q:  Can I change or cancel my order once I place it?

A:  No.  The reason our turnaround is so speedy is because we begin to process your order the moment we receive it.  Sounds crazy but it’s true! So be sure to order carefully because we can’t issue any changes or cancellations, even to ship types once your order has been placed. 


Q:  What photos work best?

A:  Choose photo that you love, knowing almost any photo will work in our jewelry.  If you wish to include many subjects, we suggest their heads be very close together (as we say "cheek to cheek") and that you crop in close on heads of the subjects.  Mini charms hold one face only.  Group shots of more than 6-8 people are not recommended in even our larger jewelry charms as the subjects become very small.  Try selecting an item where you can put each subject in their own charm or choose a larger item from our Accessories Home & Office category.


Q:  What size photo should I send you?

A:  The ideal size is a 4x6 or 5x7 at 300 dpi resolution.  For best results with our Photo Design Tool, do not upload a photo that is larger than 5 MB. 


Q:  How do I send you my photos? 

A:  Once you have selected your item, you will have the opportunity to upload your photo and use our Photo Design Tool.  Here you will be able to make choices to the cropping, coloring and contrast on your image and will be able to see it inside the actual piece you are purchasing.  It’s super fun to use! To see how it works, click here. Your approved photo will be just what you receive.  Note: Since every computer monitor registers color differently, please expect up to a 10% variance. 


Q:  What's the best way to instruct you about my photos?

A:  That's easy!  With our new Photo Design Tool, you don't have to give us any written instruction at all.  Simply load your photo into the charm you see on the screen and have a blast using our tools to make your selections.  When you like what you see, say "I'm Finished" and we will know just what to do from there!  And, we promise, you don't have to be a tech-genius to figure out our tool.  It's easy and fun and we are here for you if you need us!


Q:  Do I put the photos in myself?

A:  No, we'll take care of that. You just provide the photos, and we'll send you a finished piece of jewelry with photos permanently sealed.


Q:  What if I want to mail my photos to you? 

A:  With the success of our photo design tool, we have discontinued our mail-in option.  Please gather your courage and try our tool.  It’s really fun and a LOT easier than mailing your precious photos to us. We promise!


Q:  If there is combination of charm and chain that I can't find on your site, what do I do?

A:  Check out Build Your Own in our top menu and you will be delighted at all the fun you can have with designing the perfect piece for you.  Your chains and charms will ship a la carte so you can assemble them just the way you like it.  And the best part is, all of our Build-It Base Chains allow for a “tool-free” assembly.  Just drop the charm down the necklace chain or clasp it into our new Clasp Ring Bracelet. These bases make it so easy to add charms easily in the future!


Q:  Can I get my photo jewelry wet?

A:  Yes. Our photo charms are protected with a UV resistant, waterproof, glossy covering. To protect photos, avoid direct contact with cosmetics such as shampoos, lotions or perfumes and any household cleansers. 


Q:  Can I polish my jewelry if it tarnishes?

A:  Because PlanetJill pieces are completely waterproof, you can dip it in any kind of silver dip or polish, just like you would with any other sterling piece (avoid dipping pearls!).  Don’t fret if natural wear and tear or tarnishing occurs over time. This is normal with any sterling silver item, and it will only increase the heirloom appeal of your jewelry.


Q:  What if I want to change my photos in the future?

A:  Because the seal on your photo charm is permanent we are unable to replace older photos with new ones.  Our styles are always changing so you can have fun picking out something new to hold your new photos.  Your older charms can make a great keepsake or gift for a loved one. 


Q:  What do I do if I want to add charms to an item in the future?

A:  When you are ready to add a charm to an existing piece, please DO NOT send us your piece.  Assuming your original item allows for extra charms to be added (please check the product description on your original piece for restrictions), simply purchase the charm(s) you would like to add from our “Charms” menu and attach them yourself when you receive them.  The best items to add to are our designs which include one of our Build-It Bases.


Q:  Can you send me a piece with empty charms to give as a gift so my loved one can pick her own photos in the future?

A:  No.  We send out finished pieces only.  If you would like to present a gift to someone we can email you a beautiful gift certificate!  To purchase a gift certificate, click here.


Q:  Can I return my piece?

A:  While PlanetJill does not issue refunds, we do like all of our customers to be 100% delighted with their order. If you are not completely happy, visit our Returns Page within 14 days of receipt and we will exchange your purchase for store credit for the dollar amount of what you spent. Note that engraved items cannot be returned or exchanged unless there is a defect caused by PlanetJill.