- What are the shipping fee and delivery timeline?
- Free standard shipping: about 10 business days, and this does not include unforeseeable delays on the courier's end (custom control, weather, volume, traffic, etc.).
- Express shipping (only applicable to United States/ Canada/ Australia/ Ireland/ France/ Italy and Germany): about 5-7 business days, with stronger reliability, but requires additional fee.
- Due to COVID-19, your parcel, sometimes, will be detained by customs for additionally inspections, leading to unexpected delays. When you failed to receive our package within 10 business days, please let us know immediately.
- Will I be charged duties and taxes?
- In most cases, no duties or taxes will be charged.
- Where do you ship to?
- We ship to North America (United States and Canada), most countries in Europe (UK, France, Italy, Germany, Ireland etc.), Australia and Middle East.
- Where do you ship from?
- We curate trendy everyday jewelry from the globe, design, manufacture and store the pieces in Seoul (Korea), Shanghai (China) and Irvine (United States).
- COVID-19 INFLUENCE: Why haven’t I received the package within 10 business days?
- Since we work with talents and artisans from different countries, usually the jewelry will experience international shipment. Due to the COVID-19 control, sometimes your parcel will be examined and disinfected by your country’s custom (despite we have done this before shipping); whenever you experience unusual delays on your parcel, please let us know immediately and we will contact our logistic department to deal with this issue.
- Why can't I track my package?
- Due to technology issue, we currently have difficulty in automatically relating the correct tracking number with your order. Please contact us via email or live chat for your tracking information.
- I changed my mind and want to cancel or change my order?
- Kindly note that as our team works hard to get your order sent out as quickly as possible, if you want to cancel or change your order, please notify us by email or live chat within 24 hours after you place your order, otherwise we may fail to change or cancel upon request.
- How to change information (address/ phone number) after placed order?
- Feel free to reach out to us within 24 hours after placing your order and we will try our best to accommodate the change before the order is processed. Kindly note that as our team works hard to get your order sent out as quickly as possible, we are unable to guarantee the change.
- What are your return and exchange policies?
- Items returned without first confirmed by us via email will not be accepted.
- The time frame for return & exchange must not exceed 30 days from when the original order was received.
- All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
- When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.
- For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.
- Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
- When will I receive my refund?
- From the day your return parcel is delivered to our warehouse, it takes up to 5-10 business days for our returns team to process. Once processed, they will send you a confirmation notice on the return.
- What is the jewelry made of?
- Most of our products are Gold Vermeil. Compared to regular gold plating, gold vermeil is a much thicker layered gold, with 925 sterling silver (92.5% purity of silver) or high-quality brass as the base metal. It finds a perfect balance between affordability and quality.
- Will the Jewelry change color or tarnish?
- We use high quality Gold Vermeil to manufacture S.A.N.D. jewelry, therefore it does require some care to avoid discolor and tarnishing. A little love goes a long way!
1) Avoid chemicals
2) Do not wear during excessive exercise, swimming or showering
3) Use dry cloth to clean your jewelry.
If you follow our instruction, your jewelry will be perfectly fine and able to sustain for a long time!
- How do I take care of my jewelry?
- When not wearing your jewelry, please store it in the pouch it came in and also follow the above instructions.
- What do I do if my jewelry is defective, or I received the wrong order?
- First off, our apologies! Please send your order number and a photo of the defective or incorrect piece to email@example.com. Your satisfaction is our first priority. Our Customer Service Team will be happy to help resolve it!
- Can I get my jewelry fixed or reworked by an outside jeweler? Does SAND offer repair or resizing services?
- We don't recommend having our products worked on by outside jewelers as this voids any potential for refund or replacement (should a defect develop due to their work). This includes resizing or any type of repair work.
- We actually do not offer any repair or resizing service. If you have any concern regarding your S.A.N.D. jewelry, please do not hesitate to send your inquiry to firstname.lastname@example.org, and our customer service team will do their best to resolve the issue.
- Can I have my package gift-wrapped?
- Though we do not offer additional wrapping or gifting card, our packaging includes a classic transparent S.A.N.D. logoed PVC pack and a sand-colored dust bag. Each piece together with its original packaging will serve as a beautiful and classy gift in most occasions.
- What payment methods do you accept?
- We accept 1) Most Credit card or Debit Card, 2) Paypal. If you have other options in mind, please contact email@example.com or live chat.
- How is refund processed?
- Once a refund request is accepted by our return team and the items are received by us, it will take 5-10 business days for the fund to appear on your end.
- Will I be charged any other duties/ taxes or fees?
- S.A.N.D. does not charge any additional fees other than the total amount owed for the order.
- How does the coupon/ discount code work?
- Simply enter the discount code at the discount box when you enter your payment information during check out! A limit of one (1) discount may be applied to each order. Do not miss out our first order 10% off coupon:SAND at this moment!