Policies

Take a moment to read our shop policies below to ensure the best shopping experience. Thank you for shopping at The Jewelry Pad!

1. The Jewelry Pad's Return & Exchange Policy

RETURNS & EXCHANGES:
We want you to love your jewelry items! If you are not completely satisfied with your purchase you may return the item within 14 days of receiving it for exchange or store credit ONLY (excludes custom orders). Item must be in its original packaging and in perfect, unused condition. 

If the item is not returned in its original condition, the buyer is responsible for any loss in value. Please note that jewelry that has been customized in any way (including jewelry made to your specific size) cannot be returned or exchanged. In addition, we cannot accept returns on sale items or gift cards.

To start a return, contact us at info@thejewelrypad.com. If your return is accepted, we’ll send you a return shipping label, as well as further instructions. Items sent back to us without first requesting a return will not be accepted.

2. The Jewelry Pad's Shipping Policy  

All online orders are processed within 1 to 3 business days (excluding weekends and holidays) after we receive your order. Customers will receive an initial email confirmation of sale and separate email notification when their order has shipped. Processing times for custom jewelry orders will vary.

Shipping charges for your order will be calculated and displayed for customers at checkout. There is free shipping for orders over $50.00 (US Dollars).

We offer international shipping.  Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. The Jewelry Pad is not responsible for these charges if they are applied and are your responsibility as the customer.

3. Order Status  

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven't received your order within 7 days of receiving your shipping confirmation email, please contact us at info@thejewelrypad.com with your name and order number, and we will look into it for you.

4. Accepted Forms of Payment

Online orders can be paid for by all major credit cards (American Express, Mastercard, Discover, Visa). There are also several ways for online customers to pay without using a credit card, like PayPal, Shop Pay, Apple Pay, Meta Pay, and Google Pay.

We accept cash as an alternative form of payment at in-person events only. Checks are not accepted.

 5. Jewelry Repair Policy

We stand behind our work 100%. Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We trust our customers to tell us if a jewelry item is broken due to customer misuse (e.g., dropping it, pulling it, etc.). We will repair it but shipping costs and any additional materials required to replace the broken jewelry are the customer's financial responsibility. 

If a customer breaks a piece of jewelry and loses the components, we cannot always guarantee exact replacement as materials used in the original jewelry piece may no longer be available. However, if this is the case, we will work with the customer to recreate the jewelry piece as close as possible to the original design.

It is important to us that our customers are happy with their jewelry and are satisfied with our service.

6. Custom Order Process and Policies

As jewelry stylists, we love collaborating with our customers to create jewelry pieces they will cherish. We create unique jewelry pieces into a style that enhances each customer's individuality.

To start the process, there is an initial discussion between the designer and customer either on the phone or on Zoom during which the Custom Jewelry Design Form is completed. 

A deposit will be due at the time of the custom order. Deposit amount will vary according to the scope of the design order.

Inspiration photos will be requested as the jewelry design is highly influenced by the visual information obtained (i.e., what we can see) in addition to verbal descriptions provided by the customer.  Sometimes jewelry is requested to enhance a particular outfit or to wear at a special event. In these cases, it will be necessary for the customer to share a high quality photo of their outfit(s) with the designer. 

One design edit is included in the custom product cost. If additional or alternate designs are requested, there is a $5.00 fee per edit. Additional fees apply if a RUSH order is requested. No returns of custom jewelry products are accepted.

Deposit and final payment can be paid online or on the phone. Typically, custom orders are completed within 2-3 weeks of receiving inspiration photos and final design approval by customer.  

7. The Jewelry Pad's Suggestions for Jewelry Care

To take care of your jewelry and extend its lifespan, we suggest the following:

• Try not to wear your jewelry while swimming or showering. The salty water from the sea and chlorine are likely to cause damage to beads, stones, silvers, gold and copper. 
• Store jewelry in a clean, dry place separately in original pouch. Do not use ultrasonic, steam or paste cleaners to clean handmade jewelry. 
• Avoid pulling or stretching your jewelry or hitting against hard surfaces.
• Most jewelers, including us, recommend that you take your jewelry off when you sleep.