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Frequently Asked Questions

Everything you need to know about Scéona. 



Can't find your answer? 
Drop us an email at contact@sceona.com, we will be happy to help :)


My jewellery

What's my ring size?

You will find our sizing guide in each product page.If you need more help, please do not hesitate to contact us at contact@sceona.com, we will be happy to assist you :)

What if I need a different size of a current ring?

Please do not hesitate to contact us at contact@sceona.com, we will be happy to assist you.

What if my jewellery breaks?

Don’t panic – it happens sometimes. And we can help you get it fixed. Email us at contact@sceona.com to find the best solution, together.

Where is Scéona jewellery made?

The design are made in Singapore by our Creative Director and founder Scéona and her team.All our jewels are crafted in Jaipur, India, by skilled artisans.
Learn more about us

Why do you produce in India?

India has a long tradition of craftsmanship and jewellery excellence.Our founders lived there for two years, creating strong bonds with the local community and the artisans. We decided to produce there because we trust our partner to deliver the best quality possible and because of our love for this country. It was a way for us to give back to this community.Our workshop partner is an ISO 9001 certified company that exists since 1917. It has always been run by the same family which is totally committed to execute fair, social and ethical practices. The entire production is done under one roof which allows us to ensure the best quality for our jewels. We regularly monitor and inspect our partner to ensure they are providing satisfactory work conditions and delivering the quality we require. 

Learn more about our commitments

What materials do you use?

We don’t need mining anymore. By using only recycled gold and cultured diamonds, we ensure mother nature remains untouched. 

Learn more about our materials

Why can’t I find any necklaces in your website?

Currently, we are not able to offer you necklaces designs for sourcing issue.To be true to our values and beliefs, we decided to use recycled gold only and we did not find recycled gold chain supplier yet.We are still searching and rest assured that we will design beautiful necklaces as soon as we find the ideal supplier. 

My account

Do I need an account to buy Sceona jewellery?

Nop, no pressure! If you don’t want to create an account while shopping at sceona.com website, just proceed to the check out once ready to pay. 

So why should I create an account then?

Register with us and you'll be able to enjoy the following benefits: 
- Track your orders and review past purchases 
- Save your address so you can shop even quicker next time 
- Manage your account details, address book and email preferences

Sounds good but, is it really safe?

We are using the platform Shopify for our website. All Shopify stores are hosted in virtual (cloud-based) environments with industry-standard security certifications including: Level 1 PCI DSS, ISO 27001 and SOC 2. 

For more information: https://www.shopify.com/security/pci-compliant

Awesome! How can I create my account?

To create an account, simply click on the small person icon on the right top of the website. 

- Click on “create account”

- Fill in your details

- Click on create

- Done! 

How do I log in?

To log in to your Scéona account, click on the icon at the top right of the home page (if you are on your smartphone, this button can be found in the menu). 

Enter your email address and password, then confirm. 

Sorry, I forgot my password 🤷‍♀️🤦‍♀️

No worries, happens to all of us!Click on the icon at the top right of the home page and then on “forgot your password” link. You will receive the instructions to reset your password. 

For security reasons, we are unable to send your password via email.If this email does not arrive, we may have a different email on file or an account has not yet been set up. 

Please be sure to check your spam/junk folders as well. 

In any case, you can contact us at contact@sceona.com, we will be happy to assist you :) 

Do you have a newsletter?

Yes we do as we love to share what we are doing on a regular basis. To sign up for our newsletter, all you have to do is to put your email at the bottom of this page (“Join the family” section). 

If you haven’t received any of our invitations, try searching your spam/junk email folder, and adding our email address contact@sceona.com to your address book/contacts list.

​I don’t want to receive your newsletter anymore

Sorry to hear that :(If you no longer wish to receive our newsletter, all you have to do is to click on the unsubscribe link at the bottom of the latest email we sent you. 

If you would like to share with us the reason, please contact us at contact@sceona.com 

 We are always looking for ways to improve ourselves and provide better services to you :) 

I want to delete my Scéona’s account

We are sorry to see you go :(Please contact us at contact@sceona.com and we will do it for you. 

Please be aware that if you delete your account, details of all of your past purchases will be lost as well.

Payments

What can I use to pay?

You can pay for your order via: 

- Credit/Debit Card (Visa, Mastercard, Maestro, American Express, Discover and Diners Club) 

- Paypal 

- Shopify payment

Is your website secure?

We are using the platform Shopify for our website. All Shopify stores are hosted in virtual (cloud-based) environments with industry-standard security certifications including: Level 1 PCI DSS, ISO 27001 and SOC 2. 

For more information: https://www.shopify.com/security/pci-compliant

PCI… What?

The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organisations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure. 

For more information: 

https://www.pcisecuritystandards.org/ 

https://www.shopify.com/security/pci-compliant 

That’s it?

We also use the Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. Information passed between your computer and our website cannot be read in the event someone else intercepts it. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.

My payment has been refused, what happened?

If your payment wasn’t successful, please try completing your order with another method of payment. If this doesn’t work, and you cannot complete your purchase, please contact us at contact@sceona.com. Our team will be delighted to help you.

Do you offer payment plans?

We do not offer payment plans for our regular collections. Bespoke pieces payments vary per situation. 

Returns

Is it possible to return an item?

You have thirty days from when you receive your order to return your purchases for a refund, if you’re not happy. The items must be returned in their original condition and packaging. Refunds will be issued to the original method of payment. 

Unfortunately we can’t accept returns on bespoke pieces. 

Is it free?

Yes, as long as you return the item in thirty days from when you receive your order. 

How can I return my order?

Please contact us at contact@sceona.com and we will assist you during the return process.

​How long does it take to get a refund?

Refunds can take up to ten working days to show on your account due to varying processing times between payment providers.

What if my item has a defect?

We have but one obsession: to offer you the most durable and beautiful jewels there are! If, despite all of our quality assurance checks, there is still a slight defect with your product, please contact us at contact@sceona.com 

Can I exchange an item instead?

We don’t offer an exchange service. To order a new size, style or colour of your chosen item, you just have to place a new order through our online shop.

Bespoke

Do you offer custom jewellery?

We would be happy to help you create the jewel of your dreams. Scéona, Founder and Creative Director, will personally overview the entire process with you for a unique and personalised experience.Please note that, to be true to our values and beliefs, we will only use 18 karats recycled gold and cultured diamonds. We won’t be able to work with others luxurious materials or gemstones. 

If you are interested in creating a custom piece, please email us at contact@sceona.com 

How does it work?

The process generally follows the following steps: 
1. Meeting (or skype) to understand and define the needs: to best assist you, we need to understand what you desire for your custom piece as well as your anticipated budget. 
2. Creation of a mood board to generate ideas 
3. Selection of the diamonds
4. Design proposal and validation 
5. Production 
6. On hand delivery 

What is the turnaround time for my made to order or custom piece?

It depends (on the materials and diamonds used, the design…). The overall process usually takes two to three months. If you are in a hurry, we can accelerate the ideas generation process. Once the design is approved, we strive for a 4-6 weeks turn around (to be confirmed directly with Scéona). 

Can I return my bespoke jewel?

Unfortunately, due to the uniqueness of the item, we can not accept returns or refunds.

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