Frequently Asked Questions

1. How do I place an order?
Simply browse our collections, select your favorite items, and add them to your cart. Once you’re ready, follow the checkout process to complete your order. You'll receive a confirmation email with your order details.

2. Can I customize my charm?
Yes! Many of our charms can be personalized with initials, birthstones, or unique designs. If customization options are available, you'll see them on the product page.

3. How long will it take to receive my order?
Processing times are typically 3 days, and shipping times vary depending on your location. You can view estimated delivery times at checkout or in your order confirmation email.

4. Do you ship internationally?
Absolutely! We offer worldwide shipping. Shipping costs and times may vary, and any applicable customs fees will be displayed at checkout.

5. What if my charm arrives damaged?
We’re committed to quality. If your item arrives damaged, please contact our support team within 7 days of delivery, and we'll arrange a replacement or refund as needed.

6. Can I return or exchange my order?
We accept returns on non-personalized items within 14 days of purchase. Custom items, however, are non-refundable. Please review our full return policy here.

7. How do I care for my Basiluv charms?
To keep your charm looking its best, avoid exposure to water, perfume, and harsh chemicals. We recommend gently wiping with a soft cloth after wear.

8. How do I track my order?
Tracking is available as an optional upgrade at checkout. If selected, we’ll send a tracking link once your order ships. Otherwise, standard shipping doesn’t include tracking details.

9. Do you offer gift packaging?
Yes, we offer beautiful gift packaging options at checkout, perfect for sending something special directly to loved ones.

10. How can I contact customer support?
Our team is here to help! You can reach us through our contact form, and we’ll respond within 24-48 hours.