FAQ

This FAQ relates to our legacy silver jewelry service!

For info on the ShineOn Fulfillment App, visit help.shineon.com

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 helpme@shineon.com 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 helpme@shineon.com 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 helpme@shineon.com 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. Item dimensions may also not be exact. 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 helpme@shineon.com
We reserve the right to offer discretionary cancellation of your order, with fees applying as per our returns policy.

Change or Update an Order

  • I ordered the wrong size - can I change it?
    • 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 change your order, as the production of your item is already under way. To change your order before it is batched, contact us at helpme@shineon.com


  • I ordered the wrong birthstone - can I change it?
    • ShineOn items are sent to our skilled jewelers to be handmade-to-order in batches twice a week. Once your item is batched you can no longer change your order. To change your order, contact us at helpme@shineon.com


  • I ordered the wrong item - can I change my order?
    • ShineOn items are sent to our skilled jewelers to be handmade-to-order in batches twice a week. Once your item is batched you can no longer change your order. To change your order, contact us at helpme@shineon.com


  • Can I add an item to my order?
    • For security purposes, we don’t hold credit card information in our system. If you would like to purchase another item and have already completed your order, you will need to place another order. If you need help placing an order, feel free to contact us at helpme@shineon.com


  • Can I customize my item?
    • Unfortunately, we are currently unable to customize or personalize items.


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

  • How do I choose what size or options I want for the product I’m ordering?
    • Every product has options to select the perfect style for you. Make sure you choose want you want carefully and review your purchase at checkout! If you believe you made a mistake after you’ve checked out, contact us at helpme@shineon.com to make any changes. You can also see our policy on Changing or Updating an Order.


  • Can I use a coupon code?
    • All the items on ShineOn are designed and launched by individual sellers - that’s why they’re so unique and not found anywhere else! If the seller is offering a coupon, it will say it on the product page in the description and you can enter that code at checkout. Coupon codes can only be entered at checkout. Unfortunately, we cannot apply them after you’ve already completed your purchase.


  • If I forget to apply a coupon at checkout, can you apply it after?
    • We’re sorry for the inconvenience, but we are unable to apply coupon codes after you’ve already completed your purchase.


  • What if I didn’t receive my confirmation email?
    • No worries, we can send it to you! Just contact us at helpme@shineon.com and we’ll resend it to you. 


  • What is my order number?
    • Your order number is part of the Confirmation Email that is sent to you immediately after you place your order. This number is unique to your order and allows you to track its progress.


  • How can you look up my order?
    • The best way for us to find your order when you contact us is to include your order number - the four digit number found in your order confirmation email. If you can’t find your order number, we can find your order with the email you used to place the order. If you’re only looking to see the status of your order, you can track your jewelry’s progress with our Order Tracker. 

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

    • How do you ship your packages?
      • Currently, we ship everything USPS First Class.


    • How much does shipping cost?
      • US shipping costs $3.99 per order.
      • Canadian shipping costs $10.99
      • All other International shipping costs $15.99.  

      • Do you ship internationally?
        • We ship to most countries all over the world. Feel free to email us at helpme@shineon.com to if you have questions. Customers are responsible for customs, duties, import taxes, and other fees associated with bringing our product into their country.

      • Can I pay for expedited shipping?
        • We currently do not offer expedited shipping.


      • When will I receive my item?
        • Orders of products with at least 5 sales are sent to one of our skilled jewelers to be handmade in batches twice a week. Your order will generally ship within 3-6 weeks of that date. You can find the expected ship date for your order on our Order Tracker. 

    • Can I change my shipping address?
      • You can do this at any time before your order is shipped. Contact us at helpme@shineon.com and one of our customer support team members will help you out!  

      • When your item is shipped you will receive an email confirmation with tracking information. Once your item has shipped, you can no longer change your shipping address.


    • I have more than one order - can they be shipped together?
      • Currently we cannot match separate orders in our system. This means we have to ship each order separately.


    • I ordered multiple items in the same order, will they be shipped together?
      • We ship items individually as soon as we receive them from our manufacturer. You may receive multiple shipments for your order.

    • Can I track my order?
      • Definitely! If your item is still in production, you can track its status with our Order Tracker. 

      • You will also receive status updates via email as your item goes through the handmade process.

      • When your item ships, you will receive an email confirmation with the shipment tracking information.


    • What if my shipping tracking isn’t moving?
      • Once we ship something, the USPS is responsible for the transit of the shipment. It may take 1-2 business days for the USPS tracking information to update with initial shipping information. If after 3 business days the shipment tracking has still not updated, or if your shipment stop updating before delivery, please contact us at helpme@shineon.com and we can help get to the bottom of it with USPS. Unfortunately, if USPS can’t determine where the item is or what happened to it, we are unable to issue a refund. 


    • What if my tracking shows “Delivered” but I haven’t received it?
      • Once we ship something, the USPS is responsible for delivering the shipment safely and securely. Contact us at helpme@shineon.com and we can help get to the bottom of it with USPS. Unfortunately, if USPS can’t determine where the item was left or what happened to it, we are unable to issue a refund.

    • What if my item was “Returned to Sender?”
      • If your order has been deemed undeliverable by the post it will be returned back to us within 7 - 10 business days. If we can solve the problem, we will ship it back to you at no additional cost and you will receive another shipping email notification with tracking info. If we can’t figure out why it was returned to us, we may reach out to you for address confirmation or a new address before we ship it again.  

    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