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FAQ

PRODUCTION/SHIPPING
What is your production time? 
We're taking a small break during this Christmas season,  so all orders placed between 12/13/18 – 1/2/19 will be processed (not shipped) on 1/3/19. All standard orders currently take 7-10 business days* to be handcrafted and/or processed before they ship. Any order that includes a custom piece will take 10-12 business days* to create before shipment. Orders placed after 3:00 PM EST will start production on the following business day.

*Timing is subject to change depending on order volume.

Will my order be here in time for Christmas?
Please see our Christmas delivery deadlines here

How long does shipping take? 
All orders are shipped via USPS First Class mail by default, which varies between 3-5 days. You can purchase expedited shipping via USPS Priority Mail (1-3 days) at checkout for $5.

How will I know when my order ships? 
You will receive an email including your tracking information when your order leaves our HQ.

Can I make a change to my order before it ships?  
All order changes need to be made within 1 hour, as we strive to process and start working on each order as we receive it.

Do you ship internationally?
We currently ship to the U.S., Canada, New Zealand, Singapore, Philippines, Australia, Mexico, and the U.K. If you don’t see your country listed here, please send us an email and we will add it!

What happens if my package isn't delivered? 
We are not responsible for any "lost" or "stolen" packages. If you'd like to purchase insurance for your incoming package, please reach out through our contact form. Please contact USPS for any and all questions related to the status of your package. 

Do you offer gift wrapping? 
Yes! Please leave us a note at checkout stating which items need to be packaged separately from your order. You can also purchase gift wrapping for $5 at checkout.

JEWELRY DETAILS/CARE TIPS
What materials do you use to make your jewelry? 
We use high-quality metals: 14k gold fill and plated and 14k rose gold fill only. All supplies and materials used to create Stella & Tide products are sourced from the USA.

What is gold filled?  
Gold filled is a pressure-bonded layer of gold that has 100 times more gold than plated jewelry. It is durable, won't chip or flake, is tarnish resistant, and is a great alternative to solid gold jewelry, at a much more reasonable price. It looks beautiful, and has a finish that will last years if cared for properly!

How do I care for my jewelry?  
Store your jewelry in a dry, air-tight area such as a plastic sleeve or the box your jewelry arrived in. Use a micro abrasive polishing pad sparingly to remove any oxidation or tarnish marks. Gently rub across the surface until the shine has been restored. Occasionally remove skin oils by rinsing with warm water and buffing with a soft cloth. Take extra care around perspiration, salt, chlorine, perfume, lotions, and makeup as they can damage fine jewelry.  


CHAIN LENGTHS
What chain length do you recommend? 
Our go-to chain length suggestion is 16 inches! This length tends to fits most people very well. 

What layering lengths do you recommend? 
We suggest 1-2 inches between layers. Our most popular layering lengths are 13/14 inch or 16/18 inch combinations. Extenders are a great way to ensure the perfect layered look. If you need specific suggestions contact us—we’d love to help you out!


PAYMENT
What payment methods do you accept? 
Payments are accepted through PayPal, Amazon Pay, Apple Pay, or credit/debit card (see the site footer for a full list of accepted cards). 

Do I have to pay sales tax? 
Only Alabama customers are charged sales tax.


REFUNDS/EXCHANGES
What is your return policy?  
We are absolutely confident in the quality of our products and want you to feel the same way. Non-custom pieces must be returned/exchanged within 14 days of receipt (based on USPS timestamp date received). Refunds can only be issued after the return package is received at S&T HQ. We are currently unable to accept returns on custom or personalized items (custom saint necklace, custom date bar necklace, etc.) and earrings. Contact us right away (hello@stellatide.com) with any concerns!

Can I exchange my chain length? 
If you are unhappy with the length of an item, email us (hello@stellatide.com) and we will work with you to resolve the issue. We do accept length exchanges, however, you will be responsible for any shipping costs and may be subject to a $9-12 re-working fee.

Does my order come with a warranty?  
Yes! All S&T pieces have a 30-day warranty for any chain or clasp defects. Email us right away if you're having issues with a broken chain or faulty clasp (hello@stellatide.com) so we can resolve the issue. If your jewelry breaks after the 30-day time frame, contact us and we will work with you on a replacement!

COLLABORATIONS/WHOLESALE
Want to collab or get details on wholesale? We love teaming up! If you want to collaborate, please visit our collaborations page. If you have a wholesale inquiry, please take a look at our wholesale page.

OTHER
How do I contact Customer Service?
You can contact us at hello@stellatide.com or through our contact form.
When do you post new jewelry?

We send out our new arrivals to our Stella Squad before anyone else. If you'd like to be the first to know when we receive new arrivals, you can sign up with your email address at the bottom of this page or on our subscribe page. 

Do you make custom pieces?
Yes! We'd love to make a special piece just for you. Please send us a message through our contact page and we can chat!