FAQ

Refunds & Exchanges

Can I get a return once my item arrives?

We stand behind the quality of our products. If within 3 days of delivery, you are unsatisfied with the item, we will gladly offer a refund, less shipping and a $15 restocking fee. An additional $10 fee will also apply for customized items, which include:
  • Sized rings
  • Items with birthstones
  • Items with personal engravings
  • Items featuring enamel options
You are responsible for returning the item within a reasonable timeframe, and in excellent condition. Please choose the most appropriate carrier, and be sure to take clear pictures of the item before you send it, in case damages occur during shipping.

We reserve the right to waive the restocking fees in cases where craftsmanship / quality of the item is in question. Please see the policy below on Changing or Updating an Order for more information.

Once we receive the return, you'll then receive an email confirming the refund details. You can expect returned funds to arrive in your bank account within 5-7 business days.

Contact us at [email protected] if you have any questions on this process.

Can I get a new item if my item arrives damaged?

Please send us clear photos of the damage to your item, and a detailed description, within 24 hours of delivery to [email protected] and we will replace or repair your piece once it is received and the damage can be assessed. In the event that we cannot replace or repair your item for you, we may offer a refund to allow you to place a new order.
It is our policy to repair or replace items in these cases, but if you specifically request a refund, restocking fees will apply as per our returns policy.

What happens if my item is damaged after wearing it?

ShineOn is not responsible for items damaged after wearing. Be sure to check out our blog for tips on how to best care for your jewelry.

What do I do if I received the wrong item?

Please contact us at [email protected] with the exact details of the item you received and someone from our customer support team will be happy to help straighten it out for you!
It is our policy to exchange items in these cases, but if you specifically request a refund, restocking fees will apply as per our returns policy.

My item doesn’t look like it does online.

Many of the product photos on ShineOn are computer renderings. Because everything on ShineOn is handmade-to-order, we use these rendered images to give our customers an idea of what the product will look like, sometimes before it’s ever been physically created!
The actual product may look slightly different due to the handmade nature of the items. Generally, this only affects smaller details on items as they won’t appear as sharp as they looked in the rendered photo. This discrepancy is due to the normal casting and polishing processes of precious metals.

Canceling an Order

Can I cancel my order?

ShineOn items are sent to our skilled jewelers to be handmade-to-order in batches twice a week. There is a timer on every product page that counts down until the next batch is sent out. Once your item is batched you can no longer cancel your order. To cancel your order before it is batched, contact us at [email protected]
We reserve the right to offer discretionary cancellation of your order, with fees applying as per our returns policy.

Change or Update an Order



Item Goal Not Met

  • Why do items have a goal of 5?
    • Everything on ShineOn is original and handmade-to-order. In order to send an item to one of our skilled jewelers it must have a minimum of 5 sales. Once it hits 5 sales, those 5 items will be sent to one of our skilled jewelers in the next possible batch that week. From that point, your item will be shipped within 3-6 weeks.


  • What happens if an item doesn’t reach its goal?
    • If an item hasn’t reached the minimum sales needed within 4 weeks, we will cancel the order and issue you a full refund, including shipping.


Placing an Order



Payment

  • When is my card charged?
    • Your card is charged immediately after you make your purchase. For security reasons and the length of time it takes to produce each item, we cannot hold pending charges in our system and charge you when the item ships. See our Refund Policy or read about Item Goals Not Met to learn more about when we issue refunds.


  • Do you collect sales tax?
    • Currently, we collect sales tax on orders placed in NY, NJ, and RI. We are required by law to collect sales tax in these states based on the location of our offices.


  • What payment methods do you accept?
    • We accept all major credit and debit cards, including Visa, MasterCard, American Express and Discover. We accept PayPal, and we also accept pre-paid gift cards from all major banks (Visa, MasterCard, American Express).


  • Can I send a check or money order to purchase something?
    • At this point, we cannot accept any payments via the mail, including cash, check, or money order.


  • Is my payment secure?
    • Yes, it is 100% secure. We work with one of the leading global payment providers – Stripe. Stripe is Level 1 PCI certified (the highest level attainable), and uses the most up-to-date SSL and encryption security techniques to ensure all payments flowing through their platform are protected.


Shipping



Late Items

  • All the items on ShineOn are original pieces that have never been made before. They are handmade-to-order from the highest quality metals and materials. We take pride in the quality of the items that we send you. Because of our handmade process, mistakes are rare, but do happen. We do our best to catch any issues before they get to you. If we encounter an issue during production, we will notify you of the issue, and let you know the new expected ship date. If we catch an issue before we package and ship your item, we will notify you of the issue, put a brand new one into production, and send you a new expected ship date.
  • Unless we are unable to make the item at all due to reasons beyond our control, cancellation of your order is not possible based on an item running past the estimated timeframe for shipping.

 

Jewelry Care