FAQ

Refunds & Exchanges

Can I get a refund if I don’t like my item?

We stand behind the quality of our products. If within 7 days of delivery, you are unsatisfied with the item's quality or craftsmanship, we will gladly offer a refund, less shipping. A $10 restocking 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 refuse any return request that is not related to the craftsmanship / quality of the item. Please see the policy below on Changing or Updating an Order for more information.

If we accept 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 assesed. In the event that we cannot replace or repair your item for you, we will issue you a refund, less shipping.

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