Frequently Asked Questions
Frequently Asked Questions
Where is Hidden Depths Located?
We are based in Sharjah, a small coastal city in the United Arab Emirates - a city deeply rooted in Arab history, art and culture. Our pieces are designed by us and handcrafted in small batches by our jewelry studio in Bali using traditional lost-wax casting techniques.
What materials do you use?
Our jewelry is crafted from solid 925 sterling silver, never silver-plated base metal. Our gold vermeil pieces are made with a solid 925 sterling silver base and a thick layer of genuine 18K yellow gold (2.5 Microns Thick!)
Gemstones and other material details vary by design, so you'll find the exact specifications listed on each product page.
Will my piece look exactly like the photos?
Yes. Our pieces are made from master wax models and cast using the lost-wax process, so the design you receive will match the photographs shown. Minor variations from hand finishing may occur, but the overall design remains the same.
How long does shipping take?
All orders are shipped within 24–48 hours via FedEx, DHL, or SkyNet Express and include full tracking from dispatch to delivery.
Estimated delivery times:
- UAE: Next Day Delivery
- USA/Canada: 2–5 Business Days
- Europe/Australia: 3–7 Business Days
- Rest of World: 3–10 Business Days
Can I track my order?
Yes. Every order includes tracking. Once your order has been dispatched, you'll receive an email with your tracking number so you can follow its journey from us to your door.
Do U.S. customers have to pay any duties/tariffs?
All U.S. orders now ship Delivered Duty Paid (DDP): meaning no import duties, tariff fees, or hidden charges upon delivery. The price you see is the final price you pay.
Enjoy a smooth, hassle-free shopping experience from checkout to your doorstep!
How are taxes and duties handled for EU and UK orders?
EU and UK customers who prefer to pay applicable taxes and duties upfront can choose to order through our Etsy shop, where eligible taxes and import charges may be calculated and collected during checkout.
What is your return and exchange policy?
We want you to feel confident and proud of the piece you choose. If it’s not quite right, you may return it within 30 days of delivery as long as it’s in original, like-new condition.
What if I order the wrong ring size?
If you're unsure about sizing, feel free to reach out before ordering and I'll be happy to help. Many of our customers also opt to have their rings resized by a local jeweler if they need a slightly tighter or looser fit.
What happens if my package is lost or damaged in transit?
If there is ever an issue with your shipment, please contact us and we'll help you resolve it with the courier. If your package arrives damaged, please keep the original packaging and send us photos of the package and its contents so we can assist you as quickly as possible.
Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible. We usually dispatch orders within 24–48 hours, so we can only make changes or cancellations before your order has been shipped.
Do you accept American Express or Discover?
American Express and Discover are not currently supported directly by our card payment provider. However, you can still use your Amex or Discover card through PayPal by selecting PayPal at checkout.
Prefer to shop through Etsy? Hidden Depths is also available on Etsy, where additional payment options may be available.
How do I take care of my jewelry?
A few simple habits will help keep your piece looking its best:
- Wear it often. Your skin's natural oils can help slow tarnishing.
- Avoid harsh chemicals such as perfumes, lotions, and cleaning products. As a general rule, jewelry should be the last thing you put on and the first thing you take off.
- Sterling silver naturally develops a patina over time. If you'd prefer a brighter finish, simply use a soft jewelry polishing cloth to restore its shine.
- When not being worn, store your piece in a dry place such as a pouch or jewelry box.
How can I contact you?
We're always happy to help with sizing, materials, shipping, existing orders, or anything else you'd like to know before purchasing.
You can reach us at hello@wearehiddendepths.com or through our website's contact form, and we'll get back to you as soon as possible.