CUSTOMER SERVICE & RETURN POLICY
What are your customer service hours?
Our online/email customer service hours are 9am - 2pm PST, Monday - Friday. We can be contacted via our Contact Form or telephone customer service at (760) 230-2813.
May I return my personalized piece?
Because each piece is custom, we do not issue refunds or exchanges. This policy extends to hand-stamped and engraved personalized jewelry and birthstone jewelry. Single initial pieces are also considered personalized. However we do want out customers to be happy. If you are dissatisified in any way, please contact our studio in writing within seven days of receiving your piece and we will see what we can do to help you.
May I return my non-personalized piece?
Non-personalized pieces may be returned within seven days of receipt for store credit only. Each of our designs are made to order which is why we offer store credit only. Returns beyond seven days are not accepted. Clearance and Sale items are final sale.
May I return my A La Carte charm because it does not match my original design?
We do not accept returns because a an A La Carte Charm does not match the original piece.A La Carte charms will not match existing pieces due the handmade-nature of our jewelry. Each jeweler has a different style when stamping and engraving and therefore it is recommended to send your original to us so we can mimic that style. Even though differences may be subtle (darker lettering, letters tighter together), the wearer may notice the difference. Our goal is to ensure the piece was made all at one time.
My chain is too short or too long - may I exchange just the chain?
If you would like to exchange your chain please contact us in writing within seven days of receiving your necklace and we will provide instructions for the exchange. You will be required to return the chain (and potentially charms) in exchange for the new chain. For pieces that require rewiring, there is a small rewiring fee in addition to the return shipping costs. Return shipping costs of $5 are assessed on all exchanges. We do not offer return labels.
What if there is an error or defect with my piece?
If there is an error with your order and the error was created by Three Sisters Jewelry, we are happy to remake your piece. We must be notified in writing within seven days from postal delivery and the original piece must be returned so that we may verify the error. If you are missing a part on your necklace, Three Sisters must be notified in writing within four days of receipt of your order. We are sorry, no exceptions,
Do you guarantee your work?
Yes, we guarantee our work for 14 days from date of purchase against all manufacturing defects. If you need a repair after 14 days, we are happy to repair your piece (cost quoted depending upon the repair) plus shipping and handling. We must be notified in writing of any defects within seven days of the defect materializing.
What are your shipping options?
Please see our Shipping Details section for specifics about shipping.
Do you retroactively apply discounts or give price adjustments?
Our pieces are customized to order and we are a small business. We regularly run promotions and sales to show appreciation for our customers. If you receive a coupon within three days of placing your order, we are happy to offer the percentage toward a store credit. We do not offer refunds since all sales are final.
Can I cancel my order before you begin production?
Once your order is submitted it is entered into production and changes may not be made - we are sorry, no exceptions.