Questions & Answers

• Ready-made pieces ship within 1 to 3 business days.
• Pieces you design in the CharmLAB ship within 1 to 5 business days, since each one is made just for you.

Launches and big holidays can add a little time. We will always keep you posted.

Most US orders arrive within 3 to 7 business days after they ship.

Yes, standard shipping is free on US orders over $60. Shipping to Canada is calculated at checkout.

We ship to the United States and Canada.

Yes. As soon as your order ships, we email you a tracking number.

Tracking can lag at busy times or in bad weather. If it has not moved for a few business days, email prasinous@prasinous.com and we will look into it.

Check around your door, mailroom, front desk or with neighbors. Carriers sometimes mark a package delivered a little early. Still missing? Email prasinous@prasinous.com and we will help with next steps.

Email prasinous@prasinous.com within 72 hours of delivery with photos of the box, the packing and the piece. We will sort it out quickly.

If your order has not shipped yet, email prasinous@prasinous.com right away and we will do our best. Once it ships, we may not be able to change it.

Ready-made pieces can be returned within 30 days of delivery (based on the carrier's tracking), as long as they are unworn and in their original packaging, box and pouch included.

Pieces you design yourself are made to order just for you, so they are final sale. If one arrives with a defect, our 30-day quality guarantee covers it.

• Custom and create-your-own pieces
• Personalized, engraved and monogrammed pieces
• Gift cards
• Final sale items
• Pierced earrings, for hygiene reasons

Sets go back as a complete set. Single pieces from a set can't be returned or exchanged on their own.

Email prasinous@prasinous.com with your order number, the piece and the reason. We will send you the next steps. Returns sent without approval may be refused.

If the piece is not defective, return shipping is on you. If we send you a trackable return label, its cost may come off your refund.

We refund the price of the piece to your original payment method. The original shipping is not refundable, and if your order shipped free, we may take off what we paid to ship it.

Once approved, we start your refund within 1 to 5 business days. Your bank usually posts it within 5 to 14 business days.

If it has been more than 14 business days since approval, email prasinous@prasinous.com and we will check it with your payment provider.

Ready-made pieces can be exchanged within 30 days of delivery, unworn and in their original packaging.

Email prasinous@prasinous.com to start. Once approved, send the piece back. After we check it, we ship your new piece.

For pieces that are not defective, you cover shipping the piece back to us and shipping the new one to you.

We can offer store credit or another option that works for you.

Our 30-day quality guarantee covers defects in materials or workmanship. Email prasinous@prasinous.com within 30 days with a photo and we will repair or replace it at no cost, prepaid return label included. It does not cover normal wear, water or chemical damage, accidents or lost pieces.

Our charms and chains are nickel-free and hypoallergenic, made from materials like stainless steel and brass with premium plating, and select pieces use 925 sterling silver with 14k gold or rhodium plating. See our Materials Guide.

Keep it dry, take it off before swimming or showering and store it in its pouch. Our Jewelry Care guide has every tip.

The more charms you add, the more you save, automatically at checkout. New subscribers also get their first charm free with a welcome code.

Yes. Engraving is free, with up to 3 lines of 14 characters, and one engravable charm per design.

Yes. We bring the Charm Bar to birthdays, showers, team days and resort weekends. See Pop-ups & Private Events or our upcoming dates.

PRASINOUS is based in Fort Lauderdale, Florida, where every piece is hand-assembled to order. A part of every order helps bring the Florida Keys coral reefs back to life.

Email prasinous@prasinous.com any time, or use our contact form. A real person will answer.