Frequently Asked Questions
MYSTERY JEWELRY JARS
What is a Darkmuse Mystery Jewelry Jar?
A surprise assortment of fashion jewelry—including rings, earrings, necklaces, bracelets, bangles, watches and more—curated around the preferences you share. Every jar is different, so the exact mix remains a surprise.
How many pieces are included?
Small: 20–30 pieces. Medium: 40–50. Large: 60–70. Extra Large: 90–100. The size selected on the product page determines the estimated piece range.
Will I receive the exact jewelry shown in the photos?
No. Photos and videos show the theme, color palette, variety and approximate quality you can expect. Every jar is individually curated, so the exact jewelry will vary.
How do I personalize my jar?
Select “Add personalization (optional)” on the product page and share your favorite styles, colors, metal tones, jewelry types, motifs, and anything you would like us to avoid. Exact pieces are not guaranteed, and detailed custom requests may add up to 7 business days to preparation time.
Can I request specific jewelry?
Yes. You may request preferred jewelry types, colors, metal tones, motifs, or items to avoid. We will prioritize your notes whenever possible, but exact designs and individual pieces cannot be guaranteed.
Will there be duplicate pieces?
We make every reasonable effort to avoid exact duplicates inside one jar. Similar colors, symbols or variations of the same motif may appear to keep the collection visually cohesive.
Are the jewelry pieces new or vintage?
Our jars contain fashion jewelry in a mix of modern and vintage-inspired styles. Unless specifically stated on the product page, pieces are not genuine antiques, solid precious metals, or natural gemstones.
What materials are used?
Materials and finishes vary from piece to piece. Unless specifically stated, the jewelry should not be assumed to be solid gold or silver, waterproof, tarnish-proof, nickel-free, or made with natural gemstones.
Is the jewelry hypoallergenic?
Mixed Mystery Jar jewelry is not advertised as hypoallergenic unless specifically stated. We cannot guarantee that every piece is nickel-free or suitable for highly sensitive skin.
Can I request certain jewelry sizes?
You may include sizing preferences in your personalization notes. We will use them as guidance when possible, but exact ring, bracelet, or necklace sizes cannot be guaranteed unless a specific size option is offered on the product page.
Can I ask you to avoid certain materials or jewelry types?
Yes. Add any exclusions to your personalization notes and we will do our best to accommodate them. Because each jar contains a mixed assortment, we cannot guarantee complete exclusion of an undisclosed material or a hypoallergenic composition.
Is the container included?
Yes. The presentation container is included. Its label, ribbon or decorative details may vary slightly between batches without affecting the jewelry quantity or selected theme.
ORDERS & PAYMENTS
How is my order prepared?
Each Mystery Jewelry Jar is curated around the selected size and any personalization notes, then checked and packed by our fulfillment team before dispatch.
How long does order processing take?
Standard Mystery Jewelry Jar orders are prepared within 3–5 business days. Detailed custom requests may require up to 7 additional business days. Processing time does not include weekends, public holidays, or delivery time.
Can I change or cancel my order?
Email support@darkmuse.co as soon as possible. We will try to help, but changes or cancellations cannot be guaranteed once curation, packing, or fulfillment has begun.
I entered the wrong shipping address. What should I do?
Contact us immediately with your order number, the incorrect address and the complete corrected address. Once an order has been dispatched, an address change or parcel recovery cannot be guaranteed.
Why haven’t I received an order confirmation?
Check your spam, junk or promotions folder. If you still cannot find it, contact us with your full name and the email address used at checkout.
Which payment methods do you accept?
Available payment methods are displayed at checkout and may include major credit or debit cards and supported express-payment services. Your order is charged when it is placed.
Which currency does Darkmuse use?
Prices may display in the currency selected for your market. The final currency and total charged—including any applicable taxes or fees—will be shown at checkout. Your bank may apply its own conversion or international transaction fees.
My payment was declined. What should I do?
Confirm your card details, billing address, available funds and permission for online or international purchases. If the issue continues, contact your bank or use another payment method.
Can I use more than one discount code?
Unless a promotion specifically states otherwise, only one discount code may be used per order. Discounts cannot normally be added after an order has been placed.
SHIPPING & TRACKING
Where does Darkmuse currently ship?
We currently ship to supported addresses in the United States, United Kingdom, and European Union. Available destinations are shown at checkout. International orders may be subject to VAT, duties, taxes, or customs fees unless checkout states that they are included.
How long does delivery take?
Delivery usually takes 10–14 business days after dispatch. Standard preparation takes 3–5 business days, so most standard orders arrive in approximately 13–19 business days. Detailed custom requests may add up to 7 additional business days.
How can I track my order?
When your parcel is dispatched, we will email your tracking number and tracking link. Please allow a few business days for the first tracking update to appear.
Why has my tracking not updated?
International tracking may pause while a parcel moves between facilities, waits for a flight, clears customs or transfers to a local carrier. Contact us if there has been no movement for more than 7 business days.
My order is late. What should I do?
Check the latest tracking information first. If your order has not arrived after the estimated delivery window, email support@darkmuse.co with your order number so we can review the shipment and help with the next step.
Tracking says delivered, but I cannot find the parcel.
Check your mailbox, entrance, safe locations, household members, neighbors, building reception, and the local carrier. If the parcel still cannot be located, email support@darkmuse.co with your order number and tracking details.
What happens if my parcel is returned to Darkmuse?
After a returned parcel is received and inspected, we can offer reshipment after payment of a new shipping charge or a refund for eligible products, excluding non-refundable shipping and return costs.
Will multiple products arrive together?
Not always. Items from the same order may occasionally ship in separate parcels, so you may receive more than one tracking number. You will not be charged extra solely because we split an order into multiple shipments.
RETURNS & REFUNDS
Can I return a Mystery Jewelry Jar?
Mystery and personalized selections cannot be returned simply because the style, color, or surprise is not to your taste. Contact us if an order arrives damaged, incomplete, incorrect, or materially different from its description. Any mandatory consumer rights in your country remain unaffected.
What if I simply do not like some of the mystery pieces?
Personal taste is not considered a product defect. Mystery Jars are curated surprise assortments, so specific designs, sizes, colors and item categories are not guaranteed unless stated on the product page.
What should I do if something arrives damaged?
Email support@darkmuse.co within 7 calendar days of delivery. Include your order number, a description of the issue, and clear photos of the shipping label, parcel, packaging, complete contents, and affected pieces. Keep all packaging until the claim is reviewed.
What if an item is missing or I received the wrong order?
Email support@darkmuse.co within 7 calendar days with your order number and clear photos showing the shipping label and all contents received. We will review the confirmed shortage or error and offer an appropriate resolution.
What does the 70% quality standard mean?
An order falls below our minimum commercial quality standard when fewer than 70% of the expected pieces arrive present and reasonably usable. Approved claims may receive replacement pieces, a proportionate partial refund, or another appropriate remedy after review. This standard does not limit any rights provided by law.
Who pays for return shipping?
For voluntary returns, the customer is responsible for return shipping unless otherwise required by law. Do not send a return without contacting Darkmuse for approval and instructions.
When will I receive my refund?
Approved refunds are issued to the original payment method whenever possible. After we process the refund, your bank or payment provider may require additional time for the funds to appear.
JEWELRY CARE & SAFETY
How should I care for my jewelry?
Keep fashion jewelry away from water, perfume, lotion and cleaning products. Remove it before showering, swimming, sleeping or exercising, wipe it dry after wear and store pieces separately.
Is natural tarnishing considered a defect?
Normal fading, tarnishing, scratching or discoloration caused by wear, moisture, chemicals or improper storage is not considered a manufacturing defect.
Are Darkmuse products suitable for children?
Darkmuse jewelry and packaging may contain small parts. They are not toys and are not recommended for children under 14. Keep small components away from young children and pets.
What should I do if jewelry irritates my skin?
Remove the piece immediately and gently wash and dry the affected skin. Do not wear it again if the reaction returns. Speak with a pharmacist, doctor, or dermatologist if symptoms persist, blister, spread, or appear infected; seek urgent medical help for breathing difficulty or swelling of the face, lips, tongue, or throat. Materials vary and are not guaranteed hypoallergenic unless specifically stated.
CONTACT US
How can I contact Darkmuse?
Email us at support@darkmuse.co or use the Contact Us page. If your message concerns an order, please include your order number.
When is customer service available?
Customer care is available Monday through Friday, 9:00 AM–5:00 PM PST, excluding public holidays.
What should I include when contacting support?
Include your full name, order number and a clear description of the issue. For damaged, missing or incorrect items, also include photos of the parcel, shipping label and received contents.
How quickly will I receive a reply?
We aim to reply within 1–2 business days. Response times may be longer during public holidays, major promotions or periods of unusually high order volume.
