Customer Service/Policies

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

All pieces are hand-made 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. 

HOW LONG WILL IT TAKE:
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 1-3 days receipt. 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. 1-3 DAYS TO SHIP YOUR ITEM, USPS/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 USPS/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.

If you require a rush on your package, e-mail us first to ask what the timing will be.  Once it is in the hands of USPS/UPS/FEDEX, we are not responsible for shipping delays.

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.

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

PAYMENT:
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 (approx. 9.5% depending on county).

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.

PRODUCT CARE:
All items are 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.