Q: Can I wear my jewelry in the shower?
A: All jewelry sold on the site is made from tarnish-resistant, water-resistant, and hypoallergenic base materials (i.e. 925 sterling silver, 316L stainless steel, et cetera). It will not turn your skin green nor will it rust. However, we recommend keeping your jewelry away from excess water in order to maintain its shiny finish. Although direct contact with water may not alter the color of your jewelry, it could dull its shine over time. For more tips on how to properly care for your jewelry, please refer to our guide on Jewelry Care.
Q: My package has been marked as delivered even though I haven't received it. Where is it?
A: When this occurs, please make sure to first check in with your neighbors to see if they accidentally received your package. Make sure to also check the surrounding area of your home to see if your package was dropped in an unconventional spot, such as the back door. If you still can't locate your package, this means that our mail carrier, USPS, prematurely scanned your package as delivered even though it has not been actually delivered. Typically, your package will arrive within 1-3 days after it is prematurely marked as delivered. If your package does not arrive within a week, you must contact USPS for further assistance regarding the location of your package. Please note that we are not responsible for packages that are misplaced or lost in transit by USPS. For more information on shipping and delivery, please refer to our Shipping Policy.
Q: Can I get a refund/replacement if I ordered the wrong item?
A: Unfortunately, we do not offer refunds/replacements in this case. We encourage customers to be cognizant of the items they place into their carts before purchasing.
Q: I accidentally purchased two of the same item. Can I get a refund for the duplicated item?
A: If you mistakenly purchase two of the same item, you must contact us within 24 hours from the time of purchase to be eligible for a refund. The cost of the duplicated item will be deducted from your order total and refunded to your payment method. If you do not contact us within the specified timeframe, you will no longer be eligible for a refund. Please note that if you accidentally purchase the same item in the form of a separate order (i.e. you checkout twice), you will not be eligible for a refund. It will be processed as a second, independent order. Duplicated items must be from the same order to be eligible for a refund.
Q: Do you offer returns or exchanges?
A: Currently, we do not offer returns or exchanges.
Q: Can I cancel my order?
A: We do not accept order cancellations. All sales are final.
Q: Do you offer repairs?
A: Currently, we do not offer repairs.
Q: I received the wrong item. Can I get a refund/replacement?
A: If you receive the wrong item(s), you must email us within 24 hours from the time of delivery at email@example.com with evidence attached (i.e. a clear photo). If your proof is deemed legitimate, you will have the choice of a refund or replacement. If you do not email us with evidence within the specified timeframe, you will no longer be eligible for a refund or replacement.
Q: I received my order, but it's missing some items. What should I do?
A: If your order is missing some items, please contact us within 24 hours from the time of delivery. If we can verify that you are indeed missing some items, we will refund the cost of those items or send replacements, according to your preference. If you do not email us within the specified timeframe, you will no longer be eligible for a refund or replacement.
Q: My order arrived damaged. What should I do?
A: If your order arrives damaged, you must email us within 24 hours from the time of delivery at firstname.lastname@example.org with evidence of damage attached (i.e. a clear photo). If your proof is deemed legitimate, you will have the choice of a refund or replacement. If you do not email us with evidence within the specified timeframe, you will no longer be eligible for a refund or replacement. Please note that we are not responsible for any items that are damaged after their arrival dates. At this point, the jewelry becomes the customer's responsibility. We expect our customers to properly care for their jewelry using our Jewelry Care guide. Our high level of quality control ensures that none of our jewelry is faulty. However, it is fragile and should be cared for as such.
Q: I accidentally broke my jewelry. Can I get a refund/replacement?
A: No; we are not responsible for items that are broken due to a lack of jewelry care. For tips on how to properly care for your jewelry, please refer to our guide on Jewelry Care.
Q: Can I get a refund/replacement if I ordered the wrong size?
A: Unfortunately, we do not offer refunds/replacements to those who order the incorrect size. We strongly advise customers to learn their jewelry size and to be conscious of the items they place into their carts before purchasing. For additional support in finding the correct size, please refer to our Size Guide.
Q: I mistakenly put the wrong shipping address and contact information at checkout. What should I do?
A: If this happens, you must email us your correct information within 24 hours from the time of purchase at email@example.com. Failure to do so will result in your order shipping to the wrong address, or zero shipping notifications from us if you provide incorrect contact information. Please note that if your billing address is not the same as your shipping address, the separate billing address you input at checkout cannot be edited.
Q: I just purchased a custom item, but now I want to edit my customization. Can I do this?
A: If you would like to change your customization of a custom item after checkout, you must email us the updated customization within 24 hours from the time of purchase at firstname.lastname@example.org. If you fail to contact us during the specified timeframe, you will no longer be able to edit your customization. The original customization will remain, and you will have to place another order for a different customization.
Q: I received a different customization than what I originally inputted. What should I do?
A: If you receive a misspelled or entirely different customization than what you originally inputted for your custom item, you must email us within 24 hours from the time of delivery at email@example.com with proof attached (i.e. a clear photo). If your proof is deemed legitimate, you will have the choice of a refund or replacement. If you do not email us with evidence during the specified timeframe, you will no longer be eligible for a refund or replacement.
Q: I received my order of an Arabic custom necklace, but someone told me it's spelled incorrectly. I submitted my customization in English. Can I get a refund/replacement?
A: In this case, you are not eligible for a refund/replacement. If you input your customization in English for a non-English custom item (e.g. an Arabic custom necklace or Bengali custom necklace), you are granting us permission to transliterate your customization to your selected language instead of providing us with your own transliteration. Because you are choosing to hand over the responsibility to us, we are not responsible for any alleged misspellings or general mistakes regarding your customization. These terms can be found in the product description of every non-English custom item. Through careful consideration and research, our team produces the most accurate transliteration of your customization. If you are at all wary of misspellings/mistakes, we highly recommend that you submit your own transliteration instead of an English customization.
Q: How can I contact customer service?
A: There are several ways to contact customer service: email us at firstname.lastname@example.org, DM us on Instagram @thesunjewelers, reach out to our chat support, or leave a message through our Contact page. Please remember to always include your order number when inquiring about your order.
Q: How can I track my order?
A: There are multiple ways to track your order:
1) Refer to the tracking number included in your shipping confirmation email. Once your order ships, a shipping confirmation with a tracking number is sent to the email on file. Click on the hyperlinked tracking number to easily track your order.
2) Visit our Track Your Order page. You will have the option to either enter your order number (e.g. #TSJ-#### *make sure to input it in this exact format*) and email, or just your tracking number. Either option will inform you of your order status once you click the "Track" button.
3) If you have an account (recommended), log in to easily access and track your orders.
4) Contact our chat support for assistance in tracking your order.
Q: My package was returned to sender. What do I do?
A: Packages that are returned to us by USPS are typically undeliverable. This means that mail cannot be delivered to the shipping address that was provided. Unfortunately, return-to-sender packages are not eligible for a refund/replacement, as it is the customer's responsibility to provide a valid shipping address. However, if a package is returned to us because of an error on our part, you will be eligible for a refund or replacement. If you think this is the case, let us know at email@example.com. Please wait until the package is delivered back to us for a response. You can check when it is delivered using the tracking number for your order.
Q: Why is your processing time 1-2 business weeks, and why are so many items marked as preorder?
A: In the pursuit of being less wasteful and more sustainable, we are committed to small batch production, as well as a pre-order model. This allows us to produce our pieces in controlled amounts, thus ensuring that no inventory goes to waste. Because of this, our general processing time is 1-2 business weeks (sometimes less). During this time, we produce your order and prepare it for shipment. Preorder items take a bit longer to produce, hence their production time of 3-4 business weeks.
Q: I'm an influencer who would love to receive free product to promote. How should I proceed?
A: Please forward your media kit or social media handles to firstname.lastname@example.org. We will get back to you in 3-5 business days with a decision.
By purchasing from www.thesunjewelers.com, you are in agreement with these terms of service.