Customer Service/Policies

GENERAL INFO :
EMAIL US WITH ANY QUESTIONS!  INFO@LAURELANDGOLD.COM.

All pieces are made to order and are individually finished and assembled with care. Due to the nature of hand-crafted work, they may differ slightly. However, each piece is picked to reflect the highest quality possible. 

Feel free to e-mail us with any questions, concerns, suggestions, or timing issues at info@laurelandgold.com. 

If your order is a gift and you don't want the invoice in the shipment, let us know and we will leave the invoice out of the shipment.

HOW LONG WILL IT TAKE:
Everything is made to order — it is all handmade, and assembled with care. The orders are processed during business hours from 9AM to 5PM Pacific time, Monday through Friday (excluding holidays). If an order is placed after hours, it will be processed the following business day. All orders will be made and shipped out generally within 1 week of receipt or sooner. Please allow for this time when you order-- approx. 1 week PLUS shipping time (or sooner). Once it is in the hands of UPS/FEDEX, we are not responsible for shipping delays. If the item is out of stock or unavailable, we will inform you by e-mail with an estimated delivery date.

AFTER THE APPROX. 1 WEEK OR LESS TO SHIP YOUR ITEM, UPS Ground/FEDEX takes an additional 3-7 days depending on where in the U.S. you are located (items will be shipped from Los Angeles). IF YOU HAVE A TIME ISSUE, E-MAIL US BEFORE YOU ORDER AND WE WILL LET YOU KNOW IF YOUR DELIVERY TIME IS POSSIBLE.

The 2-day shipping option will get your pieces to you faster as well. When we have shipped, you will receive an e-mail notification with your tracking number.

CHECKING THE STATUS OF AN ORDER You may send an e-mail to info@laurelandgold.com, mentioning your order number, date ordered, and your name. We will get back to you with the status of your piece(s) and when they will be finished.


WHERE WE ARE LOCATED:
we are located in Los Angeles, so please allow appropriate time when shipping....

SHIPPING:
We ship only with UPS/FEDEX. International orders are shipped via UPS Worldwide. All packages are shipped insured. We cannot deliver to a P.O. box. A street and phone number are required for all shipments.

COST OF SHIPPING AND HANDLING/SIGNATURE RELEASE :
Our web site will automatically calculate the correct shipping charges for your order in your shopping cart for any of the 50 U.S. States. All packages being shipped outside these 50 states will have to be priced out on a per-package basis, and we will conact you if there are additional shipping costs that need to be charged. All packages will be shipped insured UPS/FEDEX Ground or 2-day air, depending on what you choose during checkout. If you require a rush on your package, e-mail us first to ask whether it is in stock or has to be made. You can then determine what kind of shipping to choose. Once it is in the hands of UPS/FEDEX, we are not responsible for shipping delays.

If you decide to have your package delivered without a signature, you can request this in the special instructions box at checkout. If you decide to do this, YOU ARE RESPONSIBLE FOR ANY LOSS, DAMAGE, OR THEFT THAT OCCURS IF UPS SAYS THE PACKAGE HAS BEEN DELIVERED TO THE SHIPPING ADDRESS.

SHIPPING TO A DIFFERENT ADDRESS THAN YOUR BILLING:
If you decide to have your package shipped to a different shipping address than your billing address, you might be called by one of our customer service people to verify the order and the charge. This is to protect our customers and our company against fraud.

INTERNATIONAL ORDERS :
Our website cannot process international orders.  If you are not in the USA, please email us and we can process your order manually.  

TRACKING:
You will receive a tracking number from UPS when your order is shipped so you can monitor it ’ s progress.

PAYMENT:
We accept Visa, Mastercard, and American Express. Credit cards are charged upon ordering/checkout out on the website. If necessary, we can take a cashiers check or money order. If this is the case, e-mail us with your request, and we will let you know a total and an address. Merchandise will not be shipped out until your check is received.

SECURITY:
This is a secure site. All information you provide to our server is encrypted during the sending and receiving process. If you still do not feel comfortable ordering on-line, e-mail us with your phone number, and we can process your order over the phone.

SALES TAX:
We are required by law to collect sales tax on orders billed to the state of California (9%).

RETURN POLICY/EXCHANGE/WARRANTY:
We stand behind the quality and handmade craftsmanship of our items. All products are covered by a LIMITED WARRANTY. If the product is determined within 14 days to have a manufacturers defect, we will repair or replace at no cost. Although we check all merchandise for defects and damage prior to shipping, it is the buyers' responsibility to check the product upon arrival to make sure it is free of any defects. If you are unhappy with your selection for ANY reason (EXCEPT FOR THE PRODUCTS NOTATED IN BOLD BELOW), you may return it within 5 days of the confirmed shipping receipt date for full credit towards the web site or exchange (less shipping costs). For either of these options, you must e-mail us to obtain a return authorization number. You will then be e-mailed instructions on where to ship it. The item must not be worn, and still be in its original package. When we receive the item in unused condition with a return authorization number, we will give you a credit minus the shipping costs, or send you a different piece. Shipping charges are non-refundable.

*THERE WILL BE NO CREDITS OR EXCHANGES FOR ITEMS WITHOUT RETURN AUTHORIZATION.
*THERE WILL BE NO REFUNDING CREDIT CARD CHARGES. ONLY WEB-SITE CREDITS AND EXCHANGES.
*THE ONLY EXCEPTIONS TO THE 5-DAY WEB SITE CREDIT/EXCHANGE POLICY IS ON CUSTOM ORDERS, ANYTHING IN THE SALE SECTION, OR IF OTHERWISE NOTATED ON THE SPECIFIC PRODUCT. ANYTHING THAT IS CUSTOM ORDERED, IN THE SALE SECTION, or NOTATED AS " FINAL SALE " , IS NOT RETURNABLE UNLESS THERE IS A MANUFACTURER ’ S DEFECT. IN THE CASE OF A MANUFACTURER ’ S DEFECT, WE WILL FIX OR REPLACE THE ITEM (NO EXCHANGES OR WEBSITE CREDITS).

After receiving a return authorization number, all packages must be prepaid, insured for your own protection, and shipped in a BOX. No returns will be accepted that aren't shipped in a box, and properly packed with the necessary cushioning materials. Otherwise, the jewelry can get crushed in transit. Once the item is sold, we cannot be responsible for any damages due to wear, negligence, modification, or misuse.

REPAIRS:
If you need a repair, please e-mail us to get a return authorization number and let us know what needs to be fixed. We will then let you know if there will be any charges.

CANCELLING AN ORDER:
We are not a mass manufacturer, so every piece is made to order. We therefore ask that if you need to cancel, you do it within 24 hours of placing the order.

PRODUCT CARE:
Everything is made to order — it is all handmade, and assembled with care. It is also all plated with the highest quality plating. But no matter how high quality the plating is, plating will eventually wear down. If you take care of your pieces, they will last longer.

Different environmental conditions and skin-type/body chemistry can affect the plating more quickly as well-- Try to limit jewelry contact to water, lotions, and chemicals, and your plating will last longer … ..They can be cleaned or polished with a non abrasive cloth.


CUSTOM ORDERS:
Please feel free to contact us with any custom orders you might have. We are happy to work with you, and will discuss prices and delivery time dependent on the piece.

SPECIAL NOTE: FOR CUSTOM PIECES — ALL SALES ARE FINAL UNLESS THERE IS A MANUFACTURER ’ S DEFECT. IN THE CASE OF A MANUFACTURER ’ S DEFECT, WE WILL FIX OR REPLACE THE ITEM (NO EXCHANGES OR WEBSITE CREDITS).

PRIVACY POLICY:
All information you provide to us will only be used internally. We will not sell, share, or give your information to anyone. If you sign up on our e-mail list, you will only get e-mails from our company regarding promotions, special sales, and news. If you ever want to be removed from our e-mail list, just let us know.

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