FAQ – Arcane Fragments


Are the characters or stories related to anything outside Arcane Fragments?

No, all our characters and stories are created by Arcane Fragments and are in no way connected to any other books, games, products or brands.


Are the gemstones genuine?

Yes, all the gemstones are genuine and sourced from trusted sources.

You can find more information on the gemstones here: https://arcanefragments.com/pages/gemstone-properties


Why does the "surprise me" option cost less?

We'd like our customers to experience a level of surprise that fantasy brings when seeing their pendant for the first time. At the same time we understand that many might want to select the gemstone themselves.

So we added the option for both, while leaving the "surprise me" option at a slightly lower price to encourage bringing in that element of surprise.


What is your customer satisfaction policy?

It is considered high priority for us to provide each customer with the best experience possible.
We always find a solution that our customers are happy with.


What are the shipping times?

Processing time

The time I need to prepare an order for shipping varies. For details, see individual items.

Estimated shipping times

 Malta: 1 to 3 business days.

 Gozo: 3 to 6 business days.

Europe: 6 to 9 business days.

United States: 7 to 14 business days.

Canada: 7 to 14 business days.

Australia, New Zealand and Oceania: 12-22 business days

Rest of World: 9 to 24 business days.

Shipping times are an estimate, and are not guaranteed. Holiday season or other high demand times can impact delivery times.
Weather conditions and other unforeseen circumstances can also contribute to delivery delays.


Do you accept returns and exchanges?

Yes we gladly accept returns and exchanges

Contact us within: 30 days of order date

Ship items back within: 30 days of delivery

Cancellations are only accepted if the order has not been prepared yet.

Please contact us if you have any problems with your order.

Conditions of return

Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.


Where are the products shipped from?

All our products are shipped from Malta, Europe.
Customs fees, duties, VATs, and/or import taxes may apply to orders shipping internationally. If you have concerns about this, please find out your countries rules and regulations prior to purchase.
It is most likely that you will not have to pay any fees but just in case you can do a Google search for: “(your country name) customs import threshold”.


Do you offer expedited shipping?

Currently we do not offer any expedited shipping options at this time.