A little guidance
Frequently asked questions.
Find your fit, care for your favorites, and get help with your order.
Jewelry & care
What is your everyday jewelry made of?
A 14K gold finish applied by PVD over surgical-grade stainless steel. It is waterproof, hypoallergenic and made to be worn every day — and it is a gold finish, not solid gold. Our fine jewelry is solid 14k and 18k gold and is labeled as such. Pearls, natural stones and other materials are identified in each product’s Details & Care section.
Can I wear my jewelry in water?
Care depends on the piece. Our everyday metal is waterproof — ocean, shower and island heat, without dulling, but pearls, natural stones and other components need extra care. Keep pearls away from chlorine, perfume and harsh chemicals; wipe them dry after wear. Always follow the specific product’s care guidance.
How do I clean and store my jewelry?
Use a soft cloth and store pieces separately to help prevent scratches and tangled chains. Avoid abrasive cleaners. For pearls and natural stones, follow the material-specific advice on the product page.
How do I choose the right size?
Use our size guide for necklaces, bracelets, earrings and rings. Check the measurements and adjustable range listed on the piece you choose. For a precise ring fit, we recommend professional sizing.
Can I personalize a piece?
Yes—eligible pieces offer personalization on their product page. Check the spelling, size and selected options before adding to your cart. For a bespoke design, use our custom-order inquiry form.
Will my pearl look exactly like the photo?
Pearls can vary in shape, color and surface character. Read the product description for the pearl type and dimensions; these variations help give each piece its own character.
Is all jewelry covered by the same warranty?
Warranty coverage depends on the product. Our everyday pieces carry the one-year warranty stated in their product details. For eligibility, care or a possible claim, contact us with your order number and the affected piece.
Orders & delivery
Do I need an account to order?
No. You can check out without creating an account. Use an email address you can access so you receive your order confirmation and shipping updates.
Which payment methods can I use?
The payment methods available for your location and device appear at checkout. Review the selected currency and order total before paying.
When will my order arrive?
Most in-stock U.S. orders are estimated to arrive within 5–10 business days, unless a different timeframe is shown. Personalized items, holidays and international delivery may take longer. See Shipping & Delivery for details.
Where do you ship, and what does it cost?
Our shipping policy lists the United States, Canada and France. Available destinations, delivery options and shipping charges are shown at checkout. Contact us before ordering if your destination is not available.
How do I track my order?
When your order ships, use the tracking link in your shipping confirmation email. If you cannot find it, check your spam folder or contact us with your order number.
Can I change or cancel my order?
Contact us as soon as possible with your order number and requested change. Changes cannot be guaranteed once fulfillment or personalization has started. Any statutory cancellation rights still apply.
My tracking says delivered, but I cannot find my order.
Check the delivery location, household members and any building reception area. If the package is still missing, contact us with your order number and tracking details so we can help investigate.
Returns & support
Can I return or exchange an item?
You have 30 days after delivery to request a return of an eligible unworn, unused item with its tags and original packaging. Personalized items are excluded from change-of-mind returns. See our return terms for eligibility, exclusions and the process.
What if my order is damaged, incorrect or missing an item?
Inspect your delivery and contact us promptly. Choose the relevant topic on our Contact Us form and include the order number and affected item. Keep the packaging; we may ask for photos to help resolve the issue.
How do I request a return?
Choose “Return or exchange” on our Contact Us form. Wait for approval and instructions before sending anything back. We’ll provide the return details for an accepted request.
When will I receive an approved refund?
After your return is received and inspected, we’ll confirm the decision. Approved refunds are issued to the original payment method within 10 business days; your bank may take additional time to post them. Contact us if more than 15 business days have passed since approval.
How can I get help with a gift, collaboration or another question?
Our Contact Us form includes gift, press, partnership, product, privacy and other inquiry topics. For community support, visit our philanthropy page.