Home / FAQ & Client Care
FAQ & Client Care
Last updated: August 2026
Our team in Bali is at your service. Every AMBERRA piece is handcrafted with care, and we are here to help with anything — sizing, custom orders, repairs, or a question about your amber.
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Email
hello@amberrajewelry.com
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WhatsApp
Chat with a specialist
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Shipping & returns
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Products & Authenticity
Is AMBERRA amber genuine Baltic amber?
Yes. Every piece uses natural Baltic amber, a 40-million-year-old fossil resin prized for its warmth and natural colour variation. Because it is natural, each stone differs slightly in tone and inclusion — no two pieces are identical, which is part of what makes your jewelry yours.
What metals do you use, and are they hypoallergenic?
We work primarily in 925 sterling silver, solid gold (14k and 18k), and gold-plated sterling silver. Our sterling silver is nickel-free and hypoallergenic. The exact metal of each piece is listed on its product page, along with the stone and closure type.
How can I tell real amber from imitation?
Genuine Baltic amber is warm to the touch, lightweight, and shows natural inclusions or subtle cloudiness rather than perfect uniformity. It floats in saltwater and gives off a faint pine resin scent when warmed. We only use natural amber — never plastic, glass, or pressed reconstituted amber presented as solid.
Care & Repair
How do I care for amber jewelry?
Amber is soft and organic. Keep it away from perfumes, cosmetics, household chemicals, and prolonged direct sunlight. Clean with a soft, slightly damp cloth — never ultrasonic or steam cleaners. Store pieces separately in a pouch to avoid scratching, and put jewelry on last when dressing.
Will the silver or gold plating tarnish?
Sterling silver naturally oxidises over time — this is normal and can be polished back with a soft jewellery cloth. Gold plating wears gradually with friction and skin chemistry; to slow this, avoid contact with water, sweat, and chemicals. We offer re-plating as part of our care service.
Do you offer repairs, re-polishing, and re-plating?
Yes. We service AMBERRA pieces — repairs, re-polishing, re-stringing, and re-plating. Email hello@amberrajewelry.com with your order number, a photo, and a short description, and we will send a care form and a quote. Most repairs are completed within 2–3 weeks in Bali.
Sizing & Fit
How do I find my ring size?
Our rings come in US sizes 5–9, with EU equivalents shown in the size selector on each ring product page. Measure an existing ring that fits, or use a printable sizing guide. If you are between sizes or unsure, message us on WhatsApp with your measurements and we will help you choose.
What bracelet and chain lengths are available?
Bracelets come in sizes XS (15 cm) through XL (19 cm). Pendant and chain lengths run 40–60 cm in 5 cm steps. Earrings are one size. The size selector on each product page shows exactly what is offered for that piece.
Can I try jewelry on before buying?
Yes — try our virtual Try On from any product, or book an appointment to visit our Ubud workshop. We can also advise on fit by photo on WhatsApp.
Orders, Shipping & Returns
Do you ship worldwide?
Yes. We ship globally from our Bali workshop. Standard tracked shipping is free on orders over $200; below that, a flat $12 applies. Express delivery (3–5 business days via DHL/FedEx) is available at checkout. Full details on our Shipping & Returns page.
How long does delivery take?
Standard international shipping takes 7–14 business days; express takes 3–5 business days. Orders are processed within 1–2 business days, and you receive a tracking number by email once dispatched.
Can I return or exchange my jewelry?
Yes. We accept returns within 14 days of delivery for items in original, unworn condition with all packaging. Custom-made and personalised pieces are not eligible for return, and earrings cannot be returned for hygiene reasons unless defective. See Shipping & Returns for the full process.
Custom Orders & Gifting
Do you offer custom and personalised orders?
Yes — bespoke design is a core part of AMBERRA. Custom pieces, engravings, and made-to-order designs in specific sizes, stones, or metals take 3–6 weeks to craft in Bali. Message us to start a bespoke order.
Is gift wrapping available?
Yes. Every order arrives in signature AMBERRA packaging, ready to gift. A handwritten note can be added at no charge — leave your message in the order notes at checkout, or message us after ordering.
Do you offer wholesale?
Yes. We work with select boutiques and retailers on wholesale terms across three tiers. See our Wholesale page or contact us to request the catalogue.