Here you'll find the answers to the most common questions our customers have!
HOW LONG AFTER ORDERING IS MY ORDER SHIPPED?
We typically ship all orders within 2-4 business days. If you select Express shipping at checkout, we'll send your item via USPS Priority Mail once production is complete.
WHICH CARRIER DO YOU USE?
We ship all items with USPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.
HOW LONG DOES IT TAKE TO ARRIVE?We ship all orders from our USA or Netherlands factories. Due to Covid-19, some international packages may be delayed due to routing or customs delays.
- USA - Within 2-5 business days
- Canada - Within 3-10 business days
- Europe - Within 2-5 business days
- Australia/NZ - Within 5-10 business days
- Rest of the World - Within 5-20 business days
Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries.
I DIDN'T RECEIVE MY ORDER
Please email us: email@example.com, quoting your order number from the confirmation email/SMS message. We'll help track down your order.
CAN I PAY EXTRA TO GET MY ITEM QUICKER?
All items take between 1 and 3 business days to make, as we make everything to order. You can select Express shipping to have your item shipped via USPS Priority Mail within the USA. This will shorten the time it takes to receive your item once made.
WHAT ABOUT CUSTOMS FEES/TAXES?
We do our best to help ensure your item arrives as smoothly and quickly as possible, including labelling the package with all relevant information for customs authorities.
Changes to EU customs regulations means you may be charged sales tax (VAT) upon delivery of your order. Refer to your country tax authority for guidance on what fees are due on items shipped from the USA.
If fees are charged by customs, they are payable by the recipient.
SHIPPING INSURANCE (PACKAGE PROTECTION)
Shipping insurance is offered at checkout. It's provided by Aestoria and covers you in case the item is lost, stolen, or damaged in transit. To make a claim, contact our support team - firstname.lastname@example.org
Please note - shipping insurance is non-refundable once your order has shipped.
Some of our products will offer Product Protection. Purchasing the plan is optional, and will allow you to claim if your item becomes damaged or defective within 2 years of purchase.
Terms and Conditions
2 year Product Protection starts from date of purchase
Protection Plan Covers
- Damaged Pendant
- Damaged Chain
- Stone Repair: Replacement or Fixes
- Tarnished Jewelry
- Not including lost or stolen items
- 2 Year Product Protection Plan includes one replacement / repair per covered product.
- If your jewelry has any defects that is covered during the term, please send a clear image of the defective product to our Customer Support Team and we will gladly repair or replace the item (our discretion).
- The damaged item needs to be returned at the customer's / owner's expense before a replacement item is shipped to customer / owner.
- If purchased item is discontinued, we will replace the item with a similar item of equal or higher value.
- Please note, lost or stolen items are not covered by the plan.
- Claims can be sent to email@example.com
Please note - product protection is not refundable once the order has shipped.
CANCELLATION & EXCHANGES
CAN I CANCEL OR CHANGE MY ORDER?
We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.
Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.
MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?
Please contact our support team for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.
We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.
CAN I RETURN MY PURCHASE?
We hope you'll love the item you purchased. If there's any concerns about it or you are thinking of returning it, please contact our support team for assistance, explaining your reasons for wanting to return it. We offer a 30 day returns policy from date of purchase.
Please note, personalized items may be subject to a deduction from the refund amount as they cannot be restocked. Shipping and insurance is non-refundable.
MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTING
This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look. This allows our shoppers to create many different products with their artwork and immediately see how it looks, without us needing to make & photograph thousands of products a day.
It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.
Customer support is provided by Aestoria - they can be reached at firstname.lastname@example.org