FAQs


What materials do you work with?

We work with 925 sterling silver and 316L stainless steel. Both metals we can finish with 18K gold or 18K rose gold plating. The materials for each product is noted on the product page as some designs we only make in 316 steel while others we only make in 925 sterling silver.

Can I see a preview of my design?

After ordering, within 2 business days you will receive a design confirmation with your design (this excludes English designs). If you would like to see your design prior to ordering, please contact us and we will provide a preview.

Can I change my design?

We can make changes to your design during the design confirmation period. After we have sent your design confirmation to your e-mail (within 2 business days of ordering ) you will have 2 business days to review your design. If changes are required to your design, please contact us. Once your custom jewelry is in production, we cannot make changes to the design.

Do you ship internationally?

Yes! We have free tracked & insured shipping available internationally. 

How long does production take?

Each design has a different design & production time. In general, our production time ranges between 5-20 business days depending on the design and materials used. Please see the product page for product specific design & production time.

How long does it take for an order to arrive?

Our free standard shipping is tracked & insured and in general takes between 7-20 business days to arrive depending on the location. 

x Europe approx. 7-15 business days
x US approx 7-15 business days
x Canada approx.  7-10 business days
x Australia approx. 10-20 business days
x Latin America approx. 10-25 business days
x Other: 14-30 business days

Unexpected Delays

In some instances the delivery of your package may take longer than the standard shipping times stated above. Please contact us if your package has taken beyond our standard shipping times and we will work with you to recover your package.

I made a mistake with my shipping address, what do I do?

We do try our best to catch incomplete/wrong shipping addresses - but unfortunately, we can't catch them all. 

If you realized that you provided us with an incomplete/wrong shipping address, please contact as soon as possible as we may be able to update your shipping label prior to dispatch. If your item has already been shipped, unfortunately we cannot redirect packages and we are not responsible for packages that aren't delivered. 

If the package is returned back to us, we will reach out to you to let you know we've received it. Additional reshipment fees will apply.

What about customs fees or duties?

There may be duties or customs fees uncured on your order upon delivery. Live True Co. is not responsible for paying these fees and are the responsibility of the buyer. 

If customs fees are not paid and the package is returned to us, we can provide a refund for the non-custom items in your order. Shipping fees and custom items are not eligible for a refund.