Where are the products I ordered?Updated 4 months ago
If your order did not come in one package
If you order a few different items, they may arrive separately so don't worry if you open the package and there's something missing! If you order a personalized and non-personalized item, we will ship the non-personalized item first (US orders only) and then the personalized piece once it is processed
Custom Jewelry International Orders:
- All international orders that contain a custom and non-custom piece will ship once the custom piece is created
- International orders ship with USPS or DHL Express (6-10 business days after shipping)
If package is delivered but you have not received it
We understand that sometimes, despite the package status showing “delivered,” you may not have received it. If this happens, we kindly ask you to give it a little more time. Occasionally, the post office might update the delivery status prematurely. In most cases, the package will likely be delivered to your mailbox within 1-2 days after the “delivered” status is displayed.
Should the package not arrive within the expected timeframe, please contact us immediately at [email protected]. We will take immediate action and initiate an investigation with the delivery carrier to locate your package. If, during the investigation, we find that your package is indeed lost or missing, we will arrange for a re-shipment of the exact items from your original order. Please note that we can only re-ship the same items; modifications or refunds will not be possible in such cases.
In instances where the carrier provides “proof of delivery” or marks the package as “signed for” without you receiving it, you will need to file a claim directly with the shipping carrier.
We value your understanding in these situations and assure you that our team is dedicated to resolving any shipping issues you may encounter. Should you have any concerns or questions, don’t hesitate to reach out to us at [email protected]. Thank you for choosing us for your shipping needs.
Please refer to this (What are the shipping costs and delivery timeline?) for more info relating to shipping and delivery.