Frequently Asked Questions
At Hidden Words, transparency is as important to us as craftsmanship. We know that buying jewelry online requires trust, especially when it carries a message as personal as ours. Below, you will find answers to the most common questions about our genuine Oltu Stone bracelets, our shipping process, and how to care for your jewelry. If you need anything else, our team is just a message away.
To make things easier for you, we have compiled a list of the most frequently asked questions regarding our products and services in one place. Whether you are curious about the unique properties of the Oltu Stone, need details on international delivery, or have questions about payment security, simply click on the questions below to reveal the answers.
Which payment methods do you accept?
We accept all major credit and debit cards (Visa, MasterCard, American Express) as well as secure digital payment options like Apple Pay and Google Pay. All transactions are processed through a 256-bit SSL encrypted gateway to ensure your safety.
How to order?
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Do I need an account to place an order?
No, you do not need an account. You can complete your purchase as a guest. However, creating an account allows you to track your order status more easily and saves your details for faster checkout next time.
How long will it take to get my package?
Since every bracelet is hand-finished, please allow 1-2 business days for processing. Once shipped, international delivery typically takes 5-10 business days depending on your location.
How do I change or modify my billing address?
For your security, we cannot change the billing address once an order is placed. However, if you need to update the shipping address, please email us at support@hiddenwords.com within 12 hours of placing your order.
Where are your products sent from?
Every Hidden Words bracelet is handcrafted and shipped directly from Erzurum, Turkey—the only place in the world where authentic Oltu Stone is found.
What is your return policy?
We want you to love your secret message. If for any reason you are not satisfied, we offer a 14-day return policy from the date of delivery. The item must be unworn and in its original packaging (including the gift box and translation card).
What exactly is Oltu Stone?
Oltu Stone (Black Amber) is a rare, semi-precious fossilized resin. Unlike glass or plastic, it is lightweight, warm to the touch, and historically known for its stress-relieving properties.
What does the Morse Code say?
The silver/gold dots and dashes inlaid into the stone spell out "I LOVE YOU." It is designed to be a private message—a secret bond between you and the wearer.
Will the bracelet fit my wrist?
We designed Cipher & Stone for everyone. The bracelet features a durable, premium silk cord with a sliding knot mechanism. It is fully adjustable from 15cm to 24cm, ensuring a comfortable fit for both delicate and broader wrists (Unisex fit).
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