Below are our policies, procedures, terms and condtions. Please refer to each section with any questions. If you need additional assistance please feel free to email us. EmilyRoseJewellery Auburn AL 36830 334-744-5300, please leave a voicemail if no answer and we will return your call. For a faster response, please send us an email. email us at: service@emilyrosejewellery.com service@emilyrosejewellery.com SHOP SECURE: We are intent on protecting your security. So, when we ask for your credit card information or other personal information, your information is being protected by SSL encryptions in a securely locked zone. PRIVACY POLICY: Because we value our own privacy, we understand how important privacy is to you. That is why we openly promise that we will not release any personal information about you and we will never sell or provide your information to anyone never, ever, ever. PRODUCT: All of our jewelry is handmade with the highest quality of products. Sterling silver is .925 sterling silver. Many of crystals listed are Swarovski crystals, and pearls listed as freshwater are genuine freshwater pearls. PRODUCT WARRANTY: Emily Rose Jewellery warrants that all item will be received in good quality free of unsightly scratches or brown spots. Emily Rose Jewellery does not warrant against slight variations in the size or shape of the piece as each piece is handmade. Items have a 30 day guarantee against from shipment date against breakage with normal wear and tear. Emily Rose Jewellery reserves the right to refuse this warranty if user abuse is evident. If an item upon receipt is damaged, visibly scratched, or broken please email us at service@emilyrosejewellery.com to obtain a return authorization number and we will do our best to bring a speedy correction to the problem (SEE RETURNS POLICY). PAYMENT: Emily Rose Jewellery accepts all major credit cards and Paypal accounts. PROCESSING TIME: Product is processed and shipped within 2-4 business days after an order is placed during non-peak seasons (Christmas and Mother's Day). SHIPPING: All orders are shipped 2ND day Air ($9.00) or Ground ($6.50) through UPS (United Parcel Service). If you want to know how long groud shipping to any location is you can email our Customer Service to find out. P.O. Box orders must go USPS (Postal Service). All orders over $50.00 receive Free Shipping. During none peak seasons (Christmas & Mothers Day) orders are usually processed same day and will be received by you in 3-5 days. RETURNS: Our #1 goal at EmilyRoseJewellery is customer satisfaction. If an item upon receipt is damaged, visibly scratched, broken, or has incorrect initials, font or is the wrong size please email us at service@emilyrosejewellery.com to obtain a return authorization. You must contact us within 10 days of receiving your order in order to have your return processed. Items must then be returned to our store address (*not the address on the box*) in a padded envelope within 10 business days following an authorization before replacement items are sent out or credits issued. DO NOT return the item(s) to the address on the box, it is our shipping location and it may not get to our customer service. We will provide you with the address to send your return back to via email. In select circumstances we will send out a label for you to return your items by. This will be done on an individual basis. If a label is to be sent out, you must use this to send the item back with. We are not responsible for items that are lost in the mail and credit will not be issued if the item is not received on our end. We recommend that you have your item insured or get a confirmation of receipt. If you do not wish to have the item replaced you can have it credited back to your credit card or Paypal account or a store credit. Store credits for returns must be used within 30 days after issuance. If you do not wish to have the item replaced we will only issue credit for the amount of the item not the shipping cost. While customer satisfacion is our #1 goal, we must be very clear on our return policy for personalized items. Because items are personalized after receipt of your order, we can not accept returns for products because the wrong item was ordered, incorrect initials were given or because a customer changed their mind. We withhold the right to determine what type of credit will be given. This return policy must be followed in order for credits or return to be issued. Please understand that once an order is placed, it is placed in production. We do this to ensure that your product is received as soon as possible. If an order is cancelled within 12 hours, customers will be subject to a 50% cancellation fee. Non-personalized items may be returned within 10 business days from the date of shipment. Again, do not ship it back to the address on the box. Full refund less a 10% restocking fee may be issued pending review that the product was received in new condition by our returns department (shipping not included). |