Here you'll find the answers to the most common questions our customers have!
HOW LONG AFTER ORDERING IS MY ORDER SHIPPED?
For Necklaces and Bracelet with Message Card
We typically ship orders within 2-5 business days. Then, we'll send your item via USPS once production is complete.
For Dog Tags, Keychains, Bangle Bracelets and Personalized Products
This will take 4-6 business days to do the personalization.
For Home Decor - Metal Wall Art - Steel Signs
Please allow 7-10 business days from the time an order is placed to be delivered. In rare instances, there may be a delay of the time frame of shipping due to unforeseen imperfections in pieces. In these instances, we will do our best to communicate the delay.
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 5-12 business days
- Europe - Within 3-12 business days
- Australia/NZ - Within 5-15 business days
- Rest of the World - Within 5-15 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.
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.
CAN I USE TWO DIFFERENT SHIPPING ADDRESS PER ORDER?
We can only ship one shipping address per order. If you wish to add a different shipping address, you have to place another order.
SHIPPING INSURANCE (PACKAGE PROTECTION)
Protect your package with our Shipping Protection, which covers items:
- Lost by the carrier
- Damaged in transit
- Stolen from your porch or mailbox
Filing a claim is easy, just contact our support team via email at firstname.lastname@example.org to report the issue. Once accepted, we'll send you a replacement only. Claims filed after 30 days from the ship out date will not be accepted.
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. If you would like to cancel or modify your order, you have 12 hours to do so. Contact us immediately at firstname.lastname@example.org.
MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?
Please contact our support team via email at email@example.com 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?
All items are made to order. This means that when you place your order, we produce them just for you. Because of that nature, we do not accept return and exchange requests for any reason. However, we understand that these pieces are very sentimental and important, so if you do have an issue with your product, please feel free to contact our support team via email at firstname.lastname@example.org and we can solve the issue.
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 us to create many different products with our artwork, without 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.
JEWELRY CARE TIPS
HOW TO CARE FOR YOUR JEWELRY?
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