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! You can expect to receive your order between 5-7 business days from the day you place your order. Please allow 1 extra day for orders with double-sided charms.
Q: What is the fastest I can receive an order?
A: The fastest you can receive your order is 3-5 business days from the time you place your order. Be sure to pick Priority Express Shipping type!
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'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. 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: 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.
Q: What if I need to return my piece?
A: Please see our Return Policy & Return Form.