FAQ

What is your processing time?

every item is handmade to order so processing times vary by item, but we typically ship out within 5-10 business days so you can get your goodies asap! processing may take an additional 5-10 business days during sales and holidays.

What is your return policy?

non-custom items can be returned within 7 days of the marked delivery date. we must be contacted within 3 days of the delivery date and have the return tracking information within 7 days (shipping charges are not eligible for refund). items MUST be in original resale condition, unworn and undamaged, and a refund will be issued upon receiving the returned items in such condition. Shipping and handling fees incurred to send the items back are the responsibility of the buyer.

What about exchanges?

we want you to love your order! if the ring size isn't right or you want to change your necklace chain length then contact us within 3 business days of the marked delivery. we are happy to help! items MUST be in original resale condition, unworn and undamaged. 

Can you repair my jewelry?

we ensure a 30 day warranty on all our pieces. If your chain or ring breaks please contact us within the 30 days (from marked delivery) and we will replace it for free with proof of failure after the damaged item has been sent back. Shipping labels are not provided.

for repairs after that time we charge a $10 repair fee + shipping. please contact us so we can sort out your needs and what we can do for you!

in both scenarios mentioned above the pieces will need to be mailed back at your cost for our review or to repair it. 

How do I care for my jewelry?

We use quality 14kt yellow gold fill and sterling silver specifically to endure your lifestyle, much more so than a plated metal. to care for your pieces store them in a dry area when not in use. If you'd like to freshen the polish try warm soapy water and a gentle cloth or Q-tip. To polish you can also keep  Sunshine Polishing Cloth for Sterling Silver & Gold on hand (available on Amazon).

the best way to care for your pieces and prevent discoloration is by wearing your jewelry. If you won’t be wearing your jewelry, don’t leave it out! When oxygen comes into contact with jewelry (particularly if stored improperly) they may chemically bond to create an appearance of discoloration. You can polish and clean these pieces, but of course proper care and storage are easier. Store in a cool, dry place in an airtight container – preferably in a tarnish-preventive bag or with a anti tarnish strip but a ziplock works as well! Add one to your order here.

A simple google search will be a big help here too!

I lost an earring!

not a problem, let us know and we will create a half order for you and send you a replacement :)

What if my package wasn't delivered?

if your order's tracking information marks it as delivered and it is not please contact your local USPS. They will be able to track where the package was left. Checking in with your neighbors and family members may be worth it also.

Pine Jewelry Co is not responsible for any lost or stolen packages that have been marked delivered by USPS.

How do I put in my Kennedy's?

They are a snug fit so may take a few tries, but you'll be a pro in no time! The spirals are ear-specific so that they spiral up your ear, they're labeled when shipped but if you mix them up just remember that if they're in the correct ear they'll spiral up it.

Gently pull apart the spiral slightly. Hold them upright/vertically to begin threading the spiral through your piercing. Once the spiral is through your piercing,  start threading in the rest horizontally so it fits snug against your earlobe. Once in, pinch the spiral back together gently and you're all set! 

Please contact us at pinejewelryco@gmail.com regarding returns, exchanges, and repair assessments before shipping them back, and also with any other questions!