Contact, Shipping, Returns & FAQs

Whether you have a question before ordering or need assistance after your purchase, we’re here to help. Below you’ll find everything you need to know about contacting us, shipping, returns, exchanges, warranties, and frequently asked questions.

Customer Support Response Times

Monday – Friday: Within 24 hours
Saturday – Sunday: Before Monday morning

If you haven’t received a reply, please check your Spam, Junk or Promotions folder, particularly if you’re using Gmail, Hotmail or Live email accounts.

How to Contact Us

Please use the contact form below for all enquiries regarding:

• Existing orders
• Shipping updates
• Product questions
• Warranty claims
• General enquiries

Please note: To ensure we have a complete record of your enquiry, all customer support requests relating to orders must be submitted through our contact form or email. We cannot guarantee responses to social media direct messages.

Shipping Information

We dispatch all orders from our Michigan warehouse. All orders are charged in $US.

Order Processing

Orders placed before approximately 2:00 PM EST (Monday–Friday) are usually dispatched the same business day.

Orders placed after the daily dispatch cut-off, on weekends or public holidays will be processed on the next business day.

During busy periods such as Christmas, Valentine’s Day or major promotions, dispatch may take slightly longer.

USA Shipping

Free Shipping

• Free USPS First Class shipping on orders over $40
• Free USPS Priority shipping on orders over $80

Please note that USPS delivery estimates are provided as a guide only and are not guaranteed.

International Shipping – Australia, Canada, UK, Germany, Switzerland

All orders are charged in $US.

Shipping is $10, or free for any orders $100+

Estimated delivery times will typically be 2-3 weeks. Shipping can take longer in busier times.

Tracking updates may not appear for approximately 5 days while your order is being processed at the international mail center. Once processing is complete, tracking will become active and begin showing your shipment’s progress.

We also recommend using your local postal carrier’s app once the package reaches your country, as they are often able to provide more detailed and up-to-date tracking information.

International Duties & Taxes

Customers outside the United States are responsible for any GST or VAT, customs duties, import taxes or brokerage fees charged by their local customs authority.

These charges are not included in your order total.

Incorrect Shipping Address

Please carefully check your shipping address before placing your order.

Once an order has been dispatched, we are unable to change the delivery address.

Order Changes & Cancellations

Our fulfilment system begins processing orders almost immediately.

For this reason, we are generally unable to:

• Cancel orders
• Change delivery addresses
• Add or remove products
• Modify ring sizes or product selections

Please ensure all order details are correct before completing checkout.

Returns & Exchanges

We want you to love your jewellery.

If something isn’t quite right, we accept eligible returns and exchanges within 30 days of delivery.

Return Eligibility

Returned items must be:

• Unworn – except for the purpose of trying Rings and Necklaces
• In brand new condition
• Free from damage
• Returned in their original Studio Jewellery branded shipping box.

Items showing signs of wear may not qualify for exchange or refund.

Non-Returnable Items – All Earrings

For hygiene reasons and safety, we cannot accept returns of Earrings.

Once earrings have been shipped to the customer, they are assumed to be used and cannot be return – even if in their original packaging.

We do apologise for the this, however our customers have overwhelmingly told us that they do not want Earring with even the slightest chance of previously being worn.

Exchange & Return Authorisation (RMA)

Before sending anything back, please complete our online Exchange & Return Request Form.

After submission:

1. Your request will be reviewed.
2. You’ll receive a Return Merchandise Authorisation (RMA) number.
3. Include your RMA number inside the parcel.
4. Ship your return within 7 working days.

We are not responsible for returns received without prior authorisation as they are difficult to track and locate in the very large fulfilment center that we use.

Return Shipping

Customers are responsible for return postage costs unless the item is faulty or supplied incorrectly.

For your protection, we strongly recommend using a tracked postal service, as we cannot accept responsibility for parcels lost during return transit.

Exchange Shipping

If your exchange request is approved, we’ll cover the cost of shipping the replacement item back to you.

Refund Processing

Once your return has been received and inspected, please allow 2–5 business days for processing.

Refunds will be issued to the original payment method.

Your financial institution may require additional time before the funds appear in your account.

Fill out following form for exchanges

Warranty

We stand behind the quality of our jewellery.

Studio Jewellery offers a 45-day warranty covering accidental breakage or manufacturing-related issues that occur under normal use.

To make a warranty claim:

• Send us one clear photo showing the entire item.
• In most cases, this will be enough for us to assess the issue.

If your claim is approved, we will:

• Replace the item (if available), or
• Provide a refund if a replacement is unavailable or not practical.

What Isn’t Covered?

The warranty does not cover:

• Bent rings
• Broken chains caused by excessive force
• Lost stones caused by impact
• Any lost parts, even if they are caused by impact.
• Damage from perfumes, cosmetics or cleaning products
• General improper care or misuse

Natural gemstones vary in colour, inclusions and appearance. These natural characteristics are not considered manufacturing defects.

Jewellery Care

Sterling silver naturally reacts with oxygen and chemicals in the environment.

To help keep your jewellery looking its best:

• Store jewellery in a dry place.
• Avoid swimming while wearing jewellery.
• Remove jewellery before showering.
• Keep away from perfumes and cosmetics.
• Clean regularly using a silver polishing cloth.

Proper care will significantly extend the life and appearance of your jewellery.

Frequently Asked Questions

Do you have a physical store?

No. Studio Jewellery operates exclusively online, allowing us to offer premium jewellery without the overhead costs associated with traditional retail stores.

Where do you ship from?

All orders are dispatched from our Michigan warehouse.

How long does shipping take?

Most USA deliveries arrive within:

• USPS First Class: 3–7 business days
• USPS Priority Mail: 2–4 business days

Delivery estimates may vary during peak periods.

Can I change my order?

Unfortunately, orders begin processing immediately after purchase and usually cannot be changed or cancelled.

Can I return earrings?

For hygiene reasons, earrings cannot be returned unless they are faulty or incorrectly supplied.

How long do returns take?

Once your return arrives, please allow 2–5 business days for inspection and processing.

Do I pay for return postage?

Customers are responsible for return shipping costs unless the item is faulty or an error occurred with the order.

Will sterling silver tarnish?

Yes.

Sterling silver naturally oxidises over time. Exposure to perfumes, lotions, chlorine, cleaning chemicals and humidity can accelerate this process.

Regular cleaning with a silver polishing cloth will restore its shine.

Will sterling silver turn my finger green?

Sterling silver itself does not normally turn skin green.

Occasionally, oxidation may leave a temporary grey or dark mark on the skin. This is harmless and can easily be removed.

What packaging do you use?

Orders are shipped in recycled kraft packaging and presented in a Studio Jewellery branded shipping box.

Each jewellery item is protected inside a moisture-resistant sleeve during transit.

Need More Help?

If your question hasn’t been answered above, please contact our customer support team using the contact form and we’ll be happy to assist.