1) How do I contact you?
You can use the Contact Us form, or e-mail us directly at email@example.com if you need assistance. We have a support team that is taking care of our customers 7 days a week throughout the year.
2) Where are your warehouses situated?
We currently have two warehouses in the United States of America and one warehouse in Israel.
ABOUT OUR JEWELRY
3) What are your products made from?
Our handcrafted pieces of jewelry are made from 316L Surgical Grade Stainless Steel. Gold products are plated with Real 18K Gold, using a high quality electroplating process that means it doesn't rub or flake away easily. For graphical products, the clear dome is a shatterproof liquid glass-like material that is applied by hand. We do not use any paper or stickers to place designs onto our products!
For our luxury collection, we use pure sterling silver with purity levels of up to 92.5% and 24 karat gold jewelry. For the gold and silver plated necklaces, other metals are also added to the alloy to create a strong and durable factory necklace that offers you true value for your money.
4) Are all your products really handcrafted?
One part of our products are handcrafted by working mothers in New Jersey, USA. We are really proud to be able to create work and offer fair wages to those communities. Our handcrafted jewelry is a sentimental piece of art that we're particularly proud of.
Another part of our jewelry production takes place in our modern production facility in the United States, that is equipped with top of the line equipment and experienced jewelers in order to create high quality personalized name necklaces. Engraving names on precious metal is an art that requires some of the best tools and expertise. For this we have a unique drill cutting machine which carefully takes out a chunk of the right amount of metal required to create a striking piece of jewelry.
5) Can I use special characters for engraving?
Our handcrafted products support English and other languages that use Latin characters (such as French and Spanish). Unfortunately, Chinese, Arabic and other character sets are not currently supported.
The fonts cannot be customized. Most products use Tangerine font. The exception is our Vertical Bar Necklace, which uses Courgette for added clarity. If other font options are available, you'll be notified on the product customization page.
For our other personalized products, we offer the possibility to engrave words in any language as long as you send us an example of the writing and letters. You will be notified of this on the product customization page.
SHIPPING & DELIVERY
6) How much does the shipping cost?
We are proud to say that we offer free USPS domestic shipping, as well as free worldwide standard shipping on all orders. We are working hard to make our jewelry available to people from all around the world.
Some of our products will be available for Priority or DHL shipping and you'll be informed about this during the checkout process. The exact rates of shipping costs depend on your location.
Our products ship inside our luxury gift box, which is included within the shipping costs. Each item gets its own box. Promotional items arrive in a standard black pouch.
7) What are your processing and shipping times?
Our warehouse processes and ships out all orders Monday-Saturday (excluding major holidays). After placing your order, your package should be shipped out within 2~5 business days, and you will receive an email with the tracking number soon after.
Due to the presence of our warehouses in various locations throughout the country, delivery timeframes, therefore, fall within 3~9 business days for all US orders and 6-21 business days on all standard international orders (on top of the processing times). If you opt for DHL/Urgent Shipping for international orders, you can expect your parcel within 3-10 business days, depending on your location.
If your order has been processing for more than 5 business days, please contact us at firstname.lastname@example.org and we'll help you out immediately.
8) Do you ship worldwide?
Yes, we ship our orders worldwide to almost all countries. Unfortunately, due to restrictions, we're unable to ship items to the following countries: Cuba, Iran, Libya, North Korea, Sierre Leone, Somalia, Sudan, Yemen, Ukraine (Crimea - ZipCodes between 95000-99999), Guatemala (Temporary), Liberia (Temporary).
9) Where are the other products that I ordered?
Our products are sometimes located in different warehouses. If you order a few different items, they may arrive separately so don't worry if you open the packet and there's something missing!
10) Will I have to pay any customs fees?
All international orders may be subject to customs fees. We are not responsible for customs fees or import duties. If any such costs are required, it is the buyers' responsibility to pay the balance.
RETURNS & EXCHANGES
11) What is your refund policy?
All our jewelry pieces are custom made and personalized, therefore unfortunately, cannot be returned.
If you have any question or are unhappy with something, please email us at email@example.com and we'll do our best to find a solution.
12) How do I edit, cancel, or change my order?
Once your order has been submitted, we process our orders automatically therefore we do not accept cancellations nor changes.Please email us at firstname.lastname@example.org if you have any questions and we'll help you out immediately.
Please make sure to double and triple check that all items you selected are in your cart, the address your order is being shipped to is correct, and the payment method you are using is good to go!
PAYMENT & SECURITY
13) What are my payment options?
We accept payments by PayPal, Visa, Mastercard, American Express, and Discover.
14) How secure is your site?
Our site is 100% safe and secure. Engraved With Love runs on Shopify, the safest ECommerce platform in the world and all payments are either handled by Paypal, or by our credit card processor which is also encrypted and secure. We don't store any of your credit card information. Ever.