CUSTOMER SERVICE + FAQs
What forms of payment do you accept?
We accept Visa, Mastercard, American Express and Discover.
Do you have any discounts or current promos I can use?
Occasionally, we’ll share discount codes with our community members via email and social media. If you’re not already part of the Soul Gems Jewelry family, you can join for free by entering your email address at the bottom of our home page. You’ll get a 20% off code right away as a thank you for signing up! (only 1 discount code may be used per order)
I want to purchase a gift. Do you offer special packaging?
Each piece of Soul Gems Jewelry is packaged in our signature matte black jewelry box and wrapped with a fabric ribbon. (no extra charge)
We are happy to include a hand-written note for the lucky gal with your gift order. Simply leave us a note before checkout, and we’ll add your personal message inside the package. (all pricing will be removed)
WHAT’S YOUR SHIPPING POLICY?
We’re so excited for you to get your new piece of Soul Gems Jewelry (or for it to be delivered to a special person)! All in-stock pieces ship from our southern California studio via USPS within 1-3 business days. Once your package leaves our studio, the approximate arrival times (based on USPS estimates) are as follows:
- USPS FIRST CLASS MAIL: 2-7 business days
- USPS PRIORITY MAIL: 1-3 business days
- USPS PRIORITY EXPRESS: 1-2 business days
***Please keep in mind arrival times may change due to inclement weather conditions or holidays.
If you are upgrading to PRIORITY or EXPRESS shipping at checkout, this only speeds up the transit time – not the order processing time. If you need expedited processing, please send us a note before placing order. We’ll do everything we can to accommodate your needs.
MY PACKAGE IS LOST OR ARRIVED DAMAGED. WHAT DO I DO?
In the rare event your package is lost or arrives damaged during shipment, please send us a note. We’ll be here to help you locate it or provide the information necessary for you to submit a claim to the carrier.
PRODUCT SIZING | STOCK | CUSTOM DESGINS
Will my bracelet fit me?
Our standard bracelet size is approximately 7-71/4 inches. If you need a smaller or larger size, we’re happy to customize the size to fit your wrist. Simply leave us a note in the “Note to Soul Gems Jewelry” at checkout with your preferred size.
If you’re not quite sure of your size, wrap a tape measure around the wrist you plan to wear your new Soul Gems Jewelry bracelet on, and then add 1 inch. If you like your bracelet to be a little loose, add an extra 1/4 -1/2 inch.
What if a piece I love is out of stock?
We do our very best to keep designs in stock for at least 3 months. However, sometimes our suppliers are low in inventory or discontinue specific items. We wish this didn’t happen because we fall in love with every piece of jewelry!
That said, if you do see a piece you just can’t live without, don’t wait to buy it because we cannot guarantee it’ll be restocked.
If there was an out-of-stock item you had your heart set on, send us a note. We’d love to hear from you and see if we can pair you up with a similar piece.
Can you create a custom piece for me?
If you have a unique piece in mind, or gemstone colors you’d like us to combine, we’d love to work with you to create a custom design. Please send us a note!
JEWELRY CARE + REPAIRS
What’s the best way to care for my jewelry?
We’re proud to use high-quality gemstones and metals, however that doesn’t mean our jewelry is everlasting when it comes to everyday wear and tear.
We know you love to keep your meaningful jewelry close, we recommend you remove them before showering, sleeping, swimming in the pool or ocean, and exercising. Exposing your jewelry to water, chemicals, and extreme heat will cause the metal beads and components to tarnish, and may cause the bracelet cord to break.
What if my jewelry gets damaged during normal wear?
We take great care to ensure each piece is made with the highest quality possible. Though, if your jewelry happens to break within 30 days of purchase, we are happy to repair it at no charge to you. Send us a note today to get the process started.
If more than 30 days have passed since your purchase, we are happy to repair it for a fee of $5. You can arrange for your repair by clicking here.
Shipping costs to our studio for all repairs are the responsibility of the customer.
If your repair requires the replacement of stones or metal components that are no longer available, we’ll be sure to let you know as soon as possible and do our very best to find a similar substitute.
*** The current turnaround time for repairs is 1 week from the time we receive your piece.
EXCHANGES + RETURNS
What’s your return and exchange policy?
We want you to be completely happy with your Soul Gems Jewelry purchase. If by chance you are not satisfied, or your new jewelry arrives damaged or broken, we’ll be happy to help.
Soul Gems Jewelry accepts the return of unworn and undamaged jewelry within 30 days of the purchase date. Returns received within 30 days of the purchase date are eligible for a refund to the original payment method. Jewelry must be in its original packaging to be eligible for a refund.
Shipping fees are non-refundable.
If your return was a gift and is a currently stocked item’ we’ll issue a shop credit. We cannot accept returns of gift items purchased during a sale.
Sale items (seasonal sales and clearance sales) and custom orders are final sale and not eligible for return.
If you wish to exchange one style for another, please return your original item for a refund (excluding shipping fees) to the original payment method, and use that refund amount to purchase a new item.
Sale items are not eligible for exchange.
HOW DO I CREATE A RETURN OR EXCHANGE?
If you’re ready to initiate a return or exchange, please send us a note. We’ll assist you as quickly as possible.