FAQ

CONTACT US: HELLO@ATOMANDMATTER.COM

WHERE IS MY ORDER? +

Once an order is placed, please allow three to five business days for the order to be packed and shipped from our warehouse. Upon shipment, you will receive an email with your tracking information so you may track the package online. Please allow up to 7 business days for the package to arrive to you from the day your order is shipped.

CAN I CANCEL MY ORDER? +

If your order has not been shipped, please reach out to the DreamTeam at hello@atomandmatter with your order number. Unfortunately, we are unable to cancel or amend orders once they have been shipped.

CAN I UPDATE MY ORDER? +

If your order has not been shipped, please reach out to the DreamTeam at hello@atomandmatter with your order number. Unfortunately, we are unable to cancel or amend orders once they have been shipped.

If you'd like to add another item to your order, please place a new order for the item.

WHAT IS THE SHIPPING FEE AND DELIVERY TIMELINE? +

We offer free standard shipping on all orders in the U.S. along with standard shipping options for international orders.

We have the following shipping options available for select eligible regions:

  • Standard ground (2-8 business days): Free
  • Priority (1-3 business days): $13.50


  • Please note, shipping times do not include the standard 1-2 business day processing time it takes for the order to ship out.

    WILL I BE CHARGED DUTIES AND TAXES? +

    International
    We are only able to ship DDU (Delivery Duty Unpaid). You will be responsible for paying the required duties & taxes upon delivery. Please note that the shipping carrier may not release the package without payment for duties & taxes.

    Import charges are normally based on the item’s price, weight, dimensions, and country of origin, as well as any local taxes, duties and fees. However, as charges vary across countries, we advise you to contact your local customs office for further information.

    United States
    Taxes are applied at check-out according to the state/province of the shipping address.

    WHERE DO YOU SHIP TO? +

    We ship to the United States of America, Canada and Mexico!

    Kindly note that we do not ship to PO Boxes, APO or FPO addresses at this time.

    MY PACKAGE IS MISSING. CAN YOU HELP? +

    If you believe that your package was lost or stolen, please email the DreamTeam at hello@atomandmatter.com with your order number.

    WHERE IS MY RETURN? +

    Once your return is received and inspected, we will notify you if your return is accepted or declined. This process can take up to 5 business days from the date your return tracking information shows Delivered.

    CAN I EXCHANGE MY ITEM? +

    We accept returns or exchanges of domestic orders within 30 days of the date the order was shipped. Products must be returned unworn, undamaged, in their original condition and in their original packaging. Please include the original order packing slip in your return package. Returns cannot be combined with multiple orders. Please note that there will be a $10 charge if you fail to return the item(s) back with their original packaging.

    We reserve the right to refuse returns that show signs of wear or do not meet the above criteria.
    Products marked Final Sale cannot be returned.
    For international returns, return shipping and any reverse duties are the responsibility of the customer. Click here for more information on international orders.

    WHAT IF MY ITEM IS FAULTY? +

    Please reach out to the dream team at hello@atomandmatter.com with your order number.

    WHAT IS VERMEIL? +

    Vermeil, also known as “silver gilt”, refers to high quality sterling silver that is plated with a thin layer of gold.
    Not to be confused with regular gold plating (which is a thin layer of gold on any material, such as brass or copper), gold vermeil is a much thicker layer of gold which gives the pieces their long-lasting color. We use 14k gold on high-quality recycled sterling silver to give it extra durability.

    HOW AND WHERE IS THE JEWELRY MADE? +

    It was important to us that our jewelry be of the highest quality and produced responsibly. We partnered with the best -- certified members of the Responsible Jewellery Council with decades in the jewelry industry and true experts at their craft. Each Atom&Matter piece is created by highly skilled craftsmen in Thailand with years of fine jewelry experience.

    HOW DO I FIND MY RING SIZE? +

    Please refer to the ring size guide.

    HOW SHOULD I TAKE CARE OF MY JEWELRY? +

    Use lukewarm water and a soft liquid soap, if you need to. Avoid harsh chemicals and detergents. Dip a lint-free cloth in the bowl with water and soap and gently rub your vermeil jewelry piece. While with silver or solid gold you can also use a jewelry brush, we recommend you not to try it on gold vermeil. You can end up rubbing off the layer of gold, leaving the silver underneath visible.

    After you finish cleaning your piece, rinse it by using another cloth dipped in plain water. Carefully dry it afterward and place it in your jewelry box.

    IS YOUR JEWELRY SUSTAINABLE? +

    All our jewelry is made with recycled materials; delivered to you in functional, reusable packaging; and created in partnership with ethical, socially responsible manufacturers.

    IS YOUR PACKAGING SUSTAINABLE? +

    Our packaging is sustainable, reusable and recyclable, and all our shipping mailers are made of 100% recycled paper.

    HOW DOES MY PURCHASE BENEFIT OTHERS? +

    Atom&Matter was founded to inspire female empowerment by giving our community the platform to reach their full potential in everything they do. But our work doesn't stop there.

    We believe we have a duty to society at large, to propel women everywhere with the tools they need to empower themselves to live their best lives possible.

    That's why for every item we sell, a donation is made to our partners Step Up and Pratham, organizations that inspire girls from under-resourced communities to go further, faster, together.

    WHAT PAYMENT OPTIONS DO YOU ACCEPT? +

    We accept Visa, MasterCard, American Express, and Discover cards. We also accept payment via Paypal and Amazon Pay.

    COVID-19 +

    We are strictly following the Center of Disease Control and Prevention (CDC) guidelines and are taking extra steps to keep our products, employees, and you - our valued customers! - safe. Our online store remains open 24-7 and our team is working hard to get orders to you as soon as possible.

    Find out more about UPS' service updates due to COVID-19.

    Find out more about FEDEX' service updates due to COVID-19.

    Find out more about DHL's service updates due to COVID-19.