Holiday Shipping + Production Times, FAQs
Why hasn’t my order processed yet?
We’re hard at work getting your order ready to be shipped out! During the holidays, we have a 4-7 business day processing time to allow our jewelry makers to hand-make each piece. This production time is separate from shipping time. Your order will only appear to be “processed” once it has been completed and it has arrived at the post office. Depending on the shipping you choose, this will determine when you receive your package. You can view the table above for a timeline of when you might receive your package!
**For all orders placed after December 9th, our processing time will increase in order to allow our jewelry makers time to celebrate the holidays. Most orders during this time will not process until after Christmas. Our 4-7 business day processing time will come back into effect on January 1st.
What if my order is stuck in transit?
If you’ve been tracking your package via USPS and it hasn’t moved, we recommend checking the tracking link for a few extra days. Due to the Holiday Season, USPS is experiencing a high number of frustrating delays, especially in transit times. If it still hasn’t moved after 3 days, your local post office will be able to best assist you. Remember, what you see is what we can see as far as shipping and delivery times. Once the package moves from our hands to USPS, we have no control over their shipping.
Can you guarantee my package will arrive by Christmas?
Though we will try our absolute best to make sure all your orders arrive by Christmas, we cannot guarantee its arrival for any specific date. We recommend ordering sooner rather than later, to allow our jewelry makers to handcraft each piece with care. Please see our Holiday Order Deadlines (above) for our recommended ordering dates/shipping methods to choose from. Our Holiday Order cut-off this year will be December 9, and the last day holiday packages will be shipped out from our office will be on December 17th.
What happens if my gift does not arrive by Christmas?
Unfortunately, we cannot guarantee Christmas arrival, though we will do our best to ensure all holiday orders leave our office by December 17th, allowing over a week for USPS to deliver them. If your order does not arrive by Christmas, we recommend printing a picture of it and wrapping it for your loved ones to open. If we believe your package is lost and you do not receive it within a few days of its estimated arrival date, we are more than happy to replace it after the Holidays for you.
What is your return policy?
Since each item we create is handcrafted and custom made, we are unable to refund any custom purchases. If there is something wrong with your order or you are not satisfied with the piece, we are more than happy to fix whatever mistake we could have made and send it back. For all other products, we have a 30 day return or exchange policy. You can email us at email@example.com with your order number and full name for more information.
I’m trying to return something and I’ve already sent it in, why hasn’t my return been processed yet?
We wait until we receive your jewelry return until we issue a refund or begin the process of repairing your piece. The best way to ensure your package reaches us is to purchase tracking for it. Please send us an email with your original order number along with the tracking information so we’re able to track it as well! Once you see it arrives, please allow up to three weeks for this return to be processed.
Why hasn’t someone responded to my email?
During our normal business hours, our customer care team responds to emails Monday through Friday, 9 am - 5 pm. Response times vary from 24-48 hours, as we receive a high volume of emails each day. If it has been more than 48 (business) hours since you sent an email, please check your spam folder, as our emails sometimes get caught there. Also note, we do not process customer service related questions via instagram!
Over our Christmas break, from December 22-January 1, response times may increase to allow our employees to enjoy time with their families and celebrate the holidays. We will send an automated email to ensure that our mailbox has received your email, but please be patient with us! Our normal response times will resume after January 1.