Thank you for your interest in Three Sisters Jewelry Design. Below are answers to the most frequently asked questions.
Product Return Form
Charm Addition Form
Ring Sizing Guide
Chain Length Guide
Can I create any necklace combination I like?
Our charms are designed to go within certain collections. We have found that the pre-designed pieces offered on our website are the best combination of charms and as a result do not offer mixing and matching charms. For those that prefer to create their own design, we offer A La Carte Charms. We do allow small tweaks to existing designs - if you are interested, please contact customer service and we can provide instructions for ordering. There is a $10 Change Order fee per change.
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.
What is "hand stamped jewelry?"
Hand stamped jewelry is crafted entirely by hand - each letter is individually stamped by hand. Because the letters are not machine-stamped each piece has irregularities and character. The beauty of this jewelry is that no two pieces are alike. Every attempt is made to keep the depth of the letters and placement of the letters consistent, but because the piece is hand made there will be intentional irregularities. Please note that we do not accept returns on pieces due to the stamping aesthetic. For those wishing a more perfected and exact personalization, deep-engraved designs are recommended.
What is "deep-engraving?"
Deep-engraving is the practice of incising a design onto a piece of metal by cutting grooves into it. It is machine-created and therefore has a more precise aesthetic and is a good personalization method for those that prefer perfection.
What font style is used?
The font style used on your personalized piece is pictured on the website and is not dependent upon what is typed in the personalization box. This policy is firm. We are unable to accommodate special characters such as +, =, *, %.
What metals do you use?
Three Sisters Jewelry uses semi-precious metals - .925 sterling silver, gold-filled, gold plated and bronze. We also offer 14K in rose, yellow and white golds. Gold-filled is a process where 24K pure gold is bonded to a core metal. Gold-plated/vermeil gold pieces are made of a brass or sterling silver base and plated in 24k gold. These pieces will fade over time as they are plated and are viewed as an affordable option to the look of pure gold. However with proper care (nightly cleaning, wiping oils and sweat immediately off piece) they will last years. If you prefer a piece that will last forever with little upkeep we recommend 14K.
How do I care for my personalized jewelry?
It is best to use a soft cloth made especially for jewelry polishing and polish gently. When you are not wearing your piece please keep it in an air tight bag - sterling silver and bronze will tarnish quickly when coming into contact with moisture. Do not wear your necklaces in pools or hottubs - the harsh chemicals will damage the finish. In addition - please avoid jewelry coming into contact with acne medications, self tanners and perfume. These chemicals will cause the metals to discolor.
Will the letter "Antiquing" of the letters wear off over time?
Yes, the antiquing will wear off over time, especially on the gold-filled and bronze pieces. The embossed letters are painted with a resin and then fired at a high temperature to adhere the resin. Over time and especially with constant wear, the resin can wear off. It is not a manufacturing defect - just inherent in wear. Similar to wearing a pair of shoes every day - over time the soles will wear. We are happy to re-resin your necklace - please contact customer service for details.
How do I measure chain length?
Chain length is measured by the actual length of the chain - not where it falls on your frame. For example - to determine where a 16" chain falls, measure a 16" piece of string and loop around your neck to determine where it will fall on your particular frame. Remember that most charms measure 1" - 2" in length and will add length to the chain. For nameplate necklaces the chain measures the length stated and the nameplate slides on the chain - the chain length is not determined by the "drop" of the chain. Please reference our Chain Length Guide for more information.
What if I order the wrong length?
If you would like to exchange your chain please contact us 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.
Return Packaging Information
If you have been instructed by Customer Service to return a piece to us, please ship back in sturdy packaging with padding with tracking information to: Three Sisters Jewelry, 967 South Coast Highway 101 Suite B109, Encinitas CA, 92024. Three Sisters Jewery is not responsible for lost packages or merchandise lost due to insufficient packaging. Please do not mail your chain in a plain envelope - your piece will not arrive safely and we are not responsible for lost chains.
Do you cast your own charms?
A majority of our charms are cast in Southern California and are the exlusive design of Three Sisters Jewelry. We also cast our plain discs to ensure the metal is thick and of the quality our customers expect. Our logo is cast on the back of the charms not only to mark our pieces but to comply with copyright designs as our pieces are registered with the United States Copyright and Trademark office.
May I order additional charms at a later date?
Yes, we are happy to create additional stamped charms that match the original design of your necklace at a future date. There is a small administrative fee with adding charms. We are unable to match charms based upon photographs.
Do you make jewelry for children?
No, our jewelry is intended for adult wear and is not allowed for children under 14.
How long until my order is shipped?
We currently ship orders within 1 week of your order date. This is not inclusive of shipping time. If you have an urgent gift request we are happy to do our best to meet your deadline with our rush fee option - please contact Customer Service prior to making your order for details. During gift giving holidays, our turn around time changes.
What are your shipping options?
Three Sisters Jewelry ships via USPS, UPS and FedEx only. The fee for domestic shipping begins at $5.00 for USPS First Class mail. Express/overnight delivery is available for an additional fee. Shipping times vary for international orders depending upon the method selected. USPS takes approximately 2-4 weeks. For internationl orders that need to be delivered quickly, it is highly recommended that the UPS or FedEx option is chosen. Delivery time is not guaranteed for international orders due to customs delays and each country's internal mail system. Additional duty charges will apply for international orders - Three Sisters Jewelry Design is not responsible for any additional duties assessed. It is the purchaser's responsibility to determine duties prior to placing an order.
May I return my personalized piece?
Because each piece is custom, we do not issue refunds or exchanges. However we do want out customers to be happy. If you are dissatisified in any way, please contact our studio within seven days of receiving your piece and we will see what we can do to help you. We do not accept returns because pieces are not stamped perfectly due to the nature of hand stamped jewelry.
May I return my non-personalized piece?
Non-personalized pieces may be returned within seven days of receipt for store credit only. Returns beyond seven days are not accepted. Clearance and Sale items are final sale.
What if there is an error 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. 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,
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.
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. Any defects to a piece must be reported in writing within the 14 day time period.
Details, terms and conditions may change without notice.