Can I change or cancel my order?
Due to really high order volumes, orders unfortunately cannot be changed or canceled once they are placed. However, we do offer free United States, Canada, and UK returns and exchanges, so if you are looking to order different items, sizes, or colors, we highly suggest you simply place another order. You can always return your first order for free so long as the items are not earrings, nose studs, or custom pieces. However, the free returns and/or exchanges must be processed on the same store you shopped on. Shop here for United States, here for Canada, and here for UK.
Where's my order?
Outside of sales, please allow up to just 1 business day for all orders to ship. During sales, please allow up to 5 business days for all orders to ship. Custom pieces take up to 30 days to create; please refrain from sending an email regarding your custom piece unless there has been a delay. If your order contains custom and non-custom pieces and you are based in Canada or the UK, your order will automatically partially fulfill and all non-custom items will ship out first. US customers will have to request a partial shipment by emailing us. The entirety of orders to countries outside of those three will ship together once the custom item(s) are complete.
I need to return an item / make a warranty claim on my defective piece.
We are so sorry to hear that you want to make a return, but we're here to make things right and as easy as possible. You don't even need to send us an email and wait for a response back. Please choose from the following options, depending on which store you shopped: US Return Center // CA Return Center // UK Return Center.
Unfortunately, shipping addresses outside of the US, CA, and UK will have to obtain their own return label. Earrings, nose studs, and custom pieces also unfortunately cannot be accepted as returns, for all countries.
If you received an item that's defective or if you would like to redeem your Lifetime Warranty because an item has faded, please send us an email and make sure to include your order number, a photo of your item, and your full shipping address. This will help our team get you set up for a replacement item as quickly as possible.
My package claims to be delivered, but I don't see it.
This is very common, so nothing to worry about. Please be sure to check your mailbox, your front door, nearby areas like your porch/bushes, and especially any administrative office or lobby you may have access to. If this does not help you locate your package, please be sure to give it 2-4 extra business days, as some carriers are notorious for marking a package as 'delivered' before it actually arrives to your home. Please double-check the address you entered at checkout before emailing our support team so we know you've followed all of the above steps before emailing.
Can I change the address for an order I placed?
Due to high order volume, addresses cannot be changed once your order is placed. Please contact the respective postal carriers immediately if the package is on the way to the wrong address; they may be able to help your re-route the package. Our email team unfortunately does not have the authority to change addresses.
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