FAQ

Refunds & Exchanges
    • We do not offer refunds for incorrectly ordered items. Per our policy on Changing or Updating an Order, you have 24 hours to change your order if anything was incorrect. See our policy on Changing or Updating an Order below for more details.

Canceling an Order


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. 

 

Jewelry Care