Frequently Asked Questions

Browse our shop, select the items you love, choose your preferred options such as size or color, and add them to your cart. When you are ready, click the cart icon and proceed to checkout. Follow the steps to enter your shipping information and payment details, then confirm your order. You will receive a confirmation email shortly after.

We process all payments through PayPal. You can pay with your PayPal balance, or check out as a guest using a Visa, Mastercard, American Express, or Discover card, with no PayPal account needed. PayPal’s own encryption keeps every transaction secure.

No, a PayPal account is not required. At checkout, select the option to pay with a credit or debit card, and you can enter your card details directly through PayPal’s secure payment form. Creating a PayPal account is entirely optional.

On the checkout page you will find a field labeled Discount code or Promo code. Enter your code exactly as it appears and click Apply. The discount will be reflected in your order total before payment.

First check the expiration date and make sure the code has been entered correctly without extra spaces. Some codes have minimum order requirements or apply only to specific product categories. If it still does not work, email us at [email protected] and we will sort it out.

You may request changes or cancellation within 2 hours of placing your order, before it enters processing. Please email us immediately at [email protected] with your order number. Once an order has been processed or shipped we are unable to modify or cancel it, but you can return it after delivery following our return policy.

Please contact us within 2 hours of placing your order at [email protected] with your order number and the correct address. We will do our best to update it before processing. Once your order has shipped we cannot change the address and you may need to contact the carrier directly.

Yes. Immediately after your order is placed, a confirmation email with your order number and details will be sent to the email address you provided at checkout. If you do not see it please check your spam or promotions folder. Once your order ships you will receive a second email with tracking information.

Start by double checking your billing address and card details, especially the CVV and expiration date. It is also worth confirming you have enough available funds and that your bank has not blocked international purchases. If it still will not go through, try another card, give your bank a call, or email us and we will help you track down the issue.

Yes, we ship to nearly every country worldwide. Due to international shipping restrictions we are currently unable to deliver to the Bahamas, Yemen, Cuba, Iran, Sudan, and Syria. We are continuously working to expand our coverage.

We offer free worldwide standard shipping on all orders over $69. For orders below $69 a flat standard fee of $6 applies.

Express shipping via DHL or FedEx is available starting at $29.99, with the exact rate calculated at checkout based on your location and order weight.

Total delivery time includes order processing of 2 to 5 business days plus shipping:

• Standard shipping: approximately 7 to 20 business days depending on your region
• Express shipping (DHL / FedEx): 6 to 8 business days

Delivery times do not include customs delays, weekends, or public holidays.

Once your order ships you will receive an email containing your tracking number and a link to track your package. You can also view tracking details at any time by logging into your account and visiting the Orders section.

Tracking numbers are sent as soon as your item is dispatched, but it can take 3 to 5 business days for the package to reach the international shipping hub and for the first scan to appear. During this transit period no updates are available. Once the package is scanned at the international center, tracking will begin updating normally.

It is normal for tracking to remain static for several days after shipment while the package travels from our artisans to the international shipping hub. Please allow 3 to 5 business days for the first update. If there is still no movement after 7 business days, contact us and we will investigate immediately.

Most standard shipments do not require a signature, though this depends on your local postal service and the carrier used. Express shipments may require a signature upon delivery. If you are not home the carrier will typically leave a pickup notice and hold your package at a nearby facility.

International orders may be subject to customs duties, import taxes, or brokerage fees levied by your country’s customs authority. These charges are the responsibility of the recipient and are not included in our product prices or shipping fees. Customs policies vary widely by country, so we recommend contacting your local customs office for more information.

If you have not received your package within 60 days of the shipping date, please contact us at [email protected]. We will investigate with the carrier and, if the package is confirmed lost, we will either resend your order at no additional cost or issue a full refund, whichever you prefer.

Yes, every stone we use is natural and genuine, hand picked for color, clarity, and texture. We never sell glass, plastic, or dyed stones passed off as the real thing. Each batch is checked before it leaves our workshop, and your order arrives with a card describing the meaning of the stone you received. If you are ever unsure about a piece, just email us a photo and we will confirm it for you.

Our artisans make each piece with care and intention, but we do not claim any formal religious blessing, as that is a personal matter. What you will receive is a short guide explaining how to set your own intention and cleanse your jewelry using simple traditional methods, so you can make the piece your own.

FortunateMall is based in China, where our team designs and hand finishes much of our collection. We also work directly with skilled artisan families in Nepal, Tibet, and Thailand who specialize in traditional beadwork, metalwork, and carving. Every piece is made by hand using techniques passed down through generations, never mass produced, and we deal with makers directly so they are paid fairly and the designs stay authentic and culturally respectful.

Yes. Our metal components are carefully selected to be hypoallergenic, durable, and resistant to tarnishing. Most pieces use lead free and nickel free alloys. Specific material details are listed on each product page. If you have very sensitive skin we recommend sterling silver or solid gold options.

Each product page includes a detailed size guide with measuring instructions.

• Bracelets: measure your wrist with a flexible tape measure and add about half an inch, or 1 to 1.5 cm, for a comfortable fit.
• Rings: measure the inner diameter of a ring that already fits well and compare it to our size chart.

Contact us if you need help choosing.

To keep your piece looking its best:

• Avoid wearing it while showering, swimming, exercising, or sleeping
• Keep it away from perfumes, lotions, harsh chemicals, and prolonged direct sunlight
• Store it separately in the included pouch or a jewelry box to prevent scratching
• Gently wipe it with a soft dry cloth after wearing
• For beaded bracelets, avoid pulling or stretching the cord

Absolutely. Layering bracelets is a beautiful way to combine different intentions and energies. Many of our customers wear several pieces together on one wrist or split them between both wrists. Just keep in mind that harder stones may scratch softer materials over time, so consider pairing pieces of similar hardness and store them separately when not wearing them.

Traditionally, feng shui and wealth bracelets such as Pixiu are worn on the left wrist, which is considered the receiving side for attracting positive energy and abundance. The right wrist is associated with releasing and letting go. That said, the most important thing is your personal intention, so wear it in a way that feels meaningful and comfortable to you.

We recommend removing your jewelry before showering, swimming, bathing, or using a hot tub. Water, soap, chlorine, and saltwater can damage certain gemstones, weaken cord, tarnish metal, and affect the finish of plated pieces. Keeping your jewelry dry will significantly extend its life.

We offer a 30 day return and exchange window starting from the date your order is delivered. Items must be unused, in the same condition you received them, and in their original packaging, with proof of purchase. After 30 days we are unable to offer refunds or exchanges.

To start a return or exchange, email us at [email protected] within 30 days of delivery with your order number and the reason for return. We will provide you with return instructions and the appropriate return address.

Please do not send items back to the address on your shipping label, as returns must go to a dedicated facility.

If you are returning an item because you changed your mind, ordered the wrong size, or no longer want it, you are responsible for return shipping costs and original shipping charges are non refundable.

If you received a damaged, defective, or incorrect item due to our error, we will cover the full cost of return shipping and arrange the process for you.

For hygiene, safety, and customization reasons the following items are final sale:

• Gift cards and digital gift certificates
• Personalized or custom engraved items
• Opened or used incense, candles, sage bundles, and soaps
• Free promotional or giveaway items
• Items purchased during special final sale events, unless they arrive damaged or defective

Once we receive your returned item our team will inspect it within 3 to 5 business days. If approved, your refund will be processed back to your original payment method within 7 business days. Depending on your bank or card provider it may take a few additional days for the credit to appear on your statement.

We are sorry that happened. Please contact us at [email protected] within 7 days of delivery with your order number, and include clear photos or a short video of the issue. We will make it right by offering a replacement, exchange, full refund, or store credit, and we will cover all related shipping costs.

No. You are welcome to check out as a guest without creating an account. However, registering an account allows you to track orders more easily, view order history, save shipping addresses, and speed up future checkouts.

On the login page click Lost your password and enter the email address associated with your account. We will send you a link to reset your password. If you do not receive the email within a few minutes, check your spam folder or contact us for help.

FortunateMall is based in China, where our team runs our workshop and handles customer support. We ship our handmade jewelry to customers in more than 50 countries worldwide. Our support team is available Monday through Friday, 9:00 AM to 6:00 PM (GMT+8), and you can reach us any time at [email protected].

Yes, we offer both wholesale and partnership opportunities. If you are a retailer interested in carrying our pieces, or a content creator interested in our affiliate program, please email us at [email protected] with details about your business or platform, and our team will get back to you.

You can reach our customer service team by emailing [email protected] or through the contact form on our Contact Us page. We respond within 24 hours on business days, usually much sooner. Our business hours are Monday to Friday, 9:00 AM to 6:00 PM GMT+8.