Frequently Asked Questions
- When will my order be shipped? When will it arrive?
- Orders are based on what is in stock and may have to be placed into production. Please allow 4 to 6 weeks for orders that must be manufactured. If product is in stock, it usually ships within 5-7 days. You will receive an email confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.
- What's the status of my order? How do I track my order?
- Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.
- Why did you call or email me to verify my order?
- For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or email you to verify your information. We also call random customers with no suspicious activity to ensure accuracy and validity.
- How do I know that my order has been shipped?
- When your order has been shipped, we will send you another email letting you know your package is on its way.
- How do I change or cancel an order?
- Website does not currently allow people to log in. If for any reason you would like to change or cancel your order, please contact customer service as soon as possible. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.
- What are my payment options?
- We accept Visa, MasterCard and American Express.
- Are purchases on this website really tax free?
- Yes - we collect sales tax only in states where we have a physical presence. Currently, sales tax only applies to the state of California.
- Is ordering over the internet secure?
- Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.
- What are your shipping fees?
- Unless we're running a free or discounted shipping promotion, shipping fees will be displayed prior to checking out. They are dynamically generated based upon the total amount of your purchase, the weight of the package, and your delivery zip code. You will also have several pricing options related to how fast you want your package to arrive. However, please keep in mind that orders placed after 2 pm EST will be shipped on the following business day.
- What are your international shipping fees? What about duties?
- We're proud to offer international shipping. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.
- What countries do you ship to? How long does it take to deliver?
- We ship everywhere! Well, almost everywhere. Of course we ship to the U.S., Canada and Europe. Please contact customer service with any inquiries about shipping to your country.
- Do you ship to PO boxes or APO/FPO addresses?
- For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.
- If I send my package as a gift, will the recipient receive the invoice?
- Yes. If you would like us to remove the invoice from the package, please send us an email to email@example.com immediately after your order is placed indicating the special instructions.
- What is your return/exchange policy?
- We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange.
Defective merchandise may be returned or exchanged within 10 days after purchase for a refund or exchange, the defective nature of the item will be determined upon receipt. Returns for reasons other than defective or incorrect merchandise will be awarded a store credit only.
Merchandise received after 21 days will be subject to a 20% restocking charge.
Merchandise received after 60 days will only be accepted at our discretion for a store credit.
We will only refund shipping charges if we sent the wrong item or the item sent was defective.
Returns for customized items will not be accepted.
Apparel returns will be accepted at our discretion for a store credit only.
If you are making an exchange because you would like a different size, style or color, you will be charged for shipping on your exchange.
The return/exchange value is determined by the last retail price of the item.
Please note: We do not accept returns on products that were not purchased via this website.
Please use the most economical shipping method for your return.
Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount.
Please contact customer service for a Return Authorization number, which must be clearly written on the OUTSIDE of the package - returns without a Return Authorization number will be refused upon delivery and returned to sender.
Beaded jewelry in need of repair after 21 days of purchase are charged a $20 restringing fee for bracelets and $30 for rosaries. Cost of lost beads are determined per item and charged accordingly.
- Where do I ship my return/exchange?
- Returns and exchanges must be mailed to 1621 12th Street, Santa Monica 90404, Attn: Jake. No returns will be accepted without a Return Authorization number clearly marked on the OUTSIDE of the package - returns without a Return Authorization number will be refused upon delivery and returned to sender. Please contact customer service to obtain your RA number.
- How should I ship my return/exchange?
- Pack and seal your box securely, in the original package if possible. To be properly processed, you return/exchange must include a Return Authorization number on the OUTSIDE of the package - returns without a Return Authorization number will be refused upon delivery and returned to sender. You should ship your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.
- When will my credit card be refunded?
- Once your package has been received, your refund or exchange will be processed within 3-5 business days. If there is a refund due, a credit will be issued in the original form of payment.
The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
- I bought your product on eBay, is it authentic?
- We have been getting hundreds of complaints from customers who have purchased on eBay (or other auction/web sites) in regards to counterfeit products. To be sure that you're not buying a counterfeit product, we suggest you shop on our website or from one of our authorized retailers.
- Can you tell me when new products or special promotions are announced?
- Yes. Simply submit your email in the 'sign up' menu bar on the home page. Register with us and you will be eligible to receive email updates on new products, sales, events and other special announcements.
- Where is the nearest store near me?
- Finding a store near you that sells our product is easy, just click on the "Stores" link on the bottom menu bar.
- Are the products on the website the same as in the stores?
- Yes. Although our website may have a greater selection than a store in your area, the products are the same. To find a store in your area, click on the "Stores" link on the bottom menu bar.
- We will never share your email address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only.
- Is my personal and credit card information safe on your website?
- Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.
- Do pendants come with a chain or cord?
- All pendants come with a silver chain or leather cord, as shown in the pictures. Small pendants come with a small chain, and large pendants come with a leather cord. Follow up with an email to indicate your preference, if different.