FAQs

1. What is The Jewelry Pad's Return 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. What is The Jewelry Pad's Shipping Policy?  

All online orders are processed within 1 to 3 business days (exclusing weekends and holidays) after receiving your order confirmation email. You will receive another email notification when your 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. How do I check the status of my order?  

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. What are The Jewelry Pad's 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. What if my jewelry piece breaks or needs repairs?

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 responsibility. 

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

6. What is your Custom Order process?

At The Jewelry Pad, we love collaborating with our customers to redesign and create jewelry pieces they will cherish. We can create unique jewelry pieces OR repurpose family heirlooms into a style you prefer.

To start the process, there is an initial discussion between the designers and customer either in person or on the phone 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 a jewelry piece or set is requested to accompany an outfit for a special event. In this case, it would be highly recommended for the customer to share a photo of their outfit with the design team. 

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 weeks of receiving inspiration photos and final design approval by customer.  

7. What are your suggestions for taking care of my jewelry?

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.