SANCTURA — FREQUENTLY ASKED QUESTIONS
Do I need a Sanctura account to place an order?
No. You may place an order as a guest using a valid email address. Creating a Sanctura account allows you to manage orders, save favorites, and access selected member services.
I forgot my password. What should I do?
Click “Forgot Password?” on the login page and follow the instructions sent to your registered email address.
How can I subscribe to Sanctura updates?
You may subscribe to our newsletter at the bottom of the homepage to receive updates on new collections, launches, and selected events.
Are Sanctura gemstones natural?
Sanctura primarily works with natural gemstones, freshwater pearls, and carefully selected materials. Variations in color, texture, inclusions, or shape are natural characteristics and should not be considered defects.
Will my item look exactly like the product photos?
Due to the natural characteristics of gemstones, pearls, and artisanal craftsmanship, each piece may vary slightly from product imagery.
Are all Sanctura pieces limited edition?
Certain collections are released in limited quantities or produced seasonally. Availability may vary depending on the collection and materials.
Do collectible or heritage pieces include certificates?
Some collector’s pieces or heritage collaborations may not include modern certificates due to their artisanal or historical nature. Product details will specify what is included with each item.
Where does Sanctura ship from?
Orders are fulfilled and dispatched from Sanctura logistics facilities located in Guangdong, China.
Do you offer international shipping?
Yes. Sanctura ships to selected international destinations including Hong Kong SAR, Mainland China, Taiwan Region, Singapore, the United States, Canada, Australia, and other eligible regions.
How long does delivery take?
Estimated delivery times vary depending on destination and shipping method. Please refer to our Shipping & Delivery Policy for details.
Will I receive tracking information?
Yes. Once your order has been dispatched, a shipping confirmation email containing tracking details will be sent to your registered email address.
What is Sanctura’s return policy?
Return requests for eligible items must be submitted within 7 calendar days after you receive the item, subject to our Return & Refund Policy.
Are limited-edition or bespoke items returnable?
Customized, bespoke, limited-edition, collectible, and Final Sale items are generally non-returnable unless defective or incorrectly shipped.
When will I receive my refund?
Approved refunds are typically processed within 7–14 business days after the returned item has been received and inspected.
What payment methods does Sanctura accept?
Sanctura accepts selected international payment methods including major credit cards, PayPal, Apple Pay, Alipay, WeChat Pay, and other region-specific payment services where available.
What currency will I be charged in?
Where supported, checkout will display your local currency based on your shipping destination. Otherwise, orders will default to USD.
What is a pre-order?
Pre-orders allow customers to reserve selected upcoming or limited-release creations before official availability.
When will pre-order items ship?
Estimated shipping timelines for pre-order items are listed on the corresponding product page.
Can I cancel a pre-order?
Pre-orders may only be cancelled before processing begins. Customized or made-to-order items cannot be cancelled once production has started.
How should I care for my jewelry?
To preserve the condition of your piece:
· Avoid prolonged contact with water, perfume, cosmetics, and chemicals;
· Store jewelry in a dry place away from direct sunlight;
· Clean gently using a soft, dry cloth.
Does Sanctura offer promotions or seasonal events?
Selected collections may participate in seasonal events, launch offers, or member-exclusive promotions.
Can multiple promotions be combined?
Unless otherwise specified, promotions and discount codes cannot be combined.
