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FAQ

Frequently Asked Questions

 

SHIPPING:

How do I qualify for free shipping?

Where do you deliver to?

How can I check the status of my order?

When will my order ship?

How do I track my order once it has shipped?

Is there a signature required upon delivery? 

Lost or Stolen Packages

 

PAYMENT:

What are the supported payment methods?

What should I do if I’m having trouble with my credit card at checkout?

 

OUT OF STOCK:

If I order something that is no longer in stock what will happen to my order?

How do I know when an item will be back in stock?

 

RETURNS:

How do I return an item?

 

MATERIALS, CARE, MISC:

What materials do we use in our jewelry?

Does your jewelry have a hallmark stamp for karat gold or silver?

What does the “585” stamp on my jewelry piece mean? 

How should I care for my new jewelry? 

Why are some pearl items knotted and some are not?

Why does my new pearl necklace look wrinkled?

 

CONTACT US:

I still have questions… how do I contact you?

 

 

SHIPPING

How do I qualify for free shipping?

We offer FREE STANDARD SHIPPING via USPS First Class Mail on all U.S. merchandise orders $40 and over (excluding taxes). For shipments totaling less than $40, there is a delivery charge of $3.95 for Standard USPS First Class Mail shipping. Our standard shipping option usually takes 2-5 business days in transit but can sometimes take longer depending on your location.

 

Where do you deliver to?

We are happy to announce we currently ship Internationally including to Canada, Australia and the UK. For more information on domestic shipping within the US, please see our Shipping & Returns page. For International shipping, please refer here for full details. 

 

How can I check the status of my order?

After you place an order we will email you a confirmation. When your order ships, we will email you a tracking number so that you can track your shipment. If you have not yet received a tracking number please note, orders generally ship within 1-2 business days and personalized items ship in about 3 business days. If you have created and account, you can also log in to your account to access status and tracking updates in your order history.

 

When will my order ship?

We ship most orders within 24 hours with the exception of personalized and/or engraved items as well as our pearl bracelets. 

Orders placed between Monday through Friday by 2:00pm PST usually ship the same day. Orders placed after 2:00pm PST are processed the following business day. In some cases due to pending availability and payment verification, please allow up to 1-3 business days to fully process your order. Orders are not normally processed over the weekend. Please note standard shipping transit times are only estimates and not guaranteed. Delivery dates are based on average transit time. **During peak holiday and promotional periods order processing times may be longer.

Personalized and/or engraved items as well as our pearl bracelets are made to order. These items typically ship within 2-3 business days. Custom orders such as special requests/changes to our existing products may require 2-3 weeks for shipping.

If you need a rush on your item, simply email us and we can do a “rush service” for an additional fee. 

 

How do I track my order once it has shipped?

Once your order ships you will receive an email notification with tracking information. If you do not receive an email within one business day after placing your order, check all of your folders including your junk folder. You may add our email address, sales@jeweledlullaby, to your contact list to be sure our emails make it to your email inbox.  *Note, order fulfillment may take up to three business days for orders placed during peak times and/or for personalized itemsCustom orders may take 2-3 weeks.

 

Is there a signature required upon delivery? Can I request a signature?

We reserve the right to add a signature to any order.  Additionally, if you prefer to have a signature upon delivery, you may request to do so. Simply add a note such as “signature requested” in the comment section during checkout and we will do our best to accommodate your request. Signature confirmation for orders less than $200 may be subject to a service fee of $2.95.

  

Lost or Stolen Packages

We make every effort to ensure your order is delivered securely. It is very important to provide complete and detailed address information during checkout. Be sure to check it carefully for accuracy and include any apartment, unit, suite, or lot numbers if applicable. The Jeweled Lullaby is not responsible for undelivered packages due to incorrect shipping addresses filled out by the customer upon checkout.

Once your order is recorded as "delivered" by the carrier to the address as entered during checkout, the responsibility of the package is transferred to the customer. The Jeweled Lullaby is not responsible for lost or stolen packages after the courier has recorded it as delivered. We will be sure to assist you in contacting the carrier if needed. We recommend to ship your order to a secure location where someone is available to accept and/or retrieve the package upon delivery.

 

 

PAYMENT

What are the supported payment methods?

We currently support the following payment methods: 

- PayPal

- PayPal Credit

- Visa

- Master Card

- American Express

- Discover

We accept credit cards and debit cards of Master Card, Visa, American Express and Discover. We also accept PayPal and PayPal credit

 

What should I do if I’m having trouble with my credit card at checkout?

If you receive an error message related to credit card authorization failure, double check that the billing address on the credit card matches your account billing address. Try re-entering your credit card number, security code or CVV, and be sure that the card is current and valid. If after validating the information you've entered, an error message is received on the second attempt, contact your financial institution for further assistance.

 

 

OUT OF STOCK

If I order something that is no longer in stock what will happen to my order?

We try our best to keep the product availability on our site up to date. However, occasionally or during extremely busy periods, it is possible to place an order for a product which may have gone out of stock. In this case, we will cancel your order. 

If you paid via PayPal, you will be issued a refund for the amount paid. If you paid via credit/debit card your card will not have been charged. We apologize for any inconvenience. 

 

How do I know when an item will be back in stock?

Some pages have a notify me/email feature that lets us notify you when your product is back. If the product says "coming soon" or "temporarily out of stock," come visit us again soon.

 

 

RETURNS

How do I return an item?

We want you to be completely satisfied with your purchase. We are confident that you will be happy with the quality of our jewelry. However, if you are not satisfied with your purchase, you may return most items to us for a full refund. Items must be in new, unworn condition 

If you would like to make a return, contact us at  sales@jeweledlullaby.com within 30 days of placing your order to obtain a return authorization number. 

Once a return is authorized, return the item in its original form and packaging. For your protection, return your order with a courier insured for the full amount. The Jeweled Lullaby is not responsible for any items damaged or lost in transit. After we receive the returned items, you will receive your refund payment less any shipping charges. Shipping charges are non-refundable. For convenience you may opt to use our return label. If using our return shipping label, the cost of the label will be deducted from the total refund. If the return is a result of our error (i.e. you received an incorrect item), we will cover the return shipping and send you a return shipping label. 

We must receive the return within 14 days from the day the return authorization was issued. We reserve the right to reject any returns and exchanges that do not meet these conditions.

Once an RMA number has been received, please ship the item(s) by mail to: 

J. Lullaby
8161 E Kaiser Blvd #27284 
Anaheim, CA 92809

Please include a copy of your sales receipt for faster service. When we receive the item, we will credit your account promptly and send you a copy of the refund memo. See our Return Policy under the Shipping & Returns page for full details.

*Please note, we do not accept returns on personalized items or custom orders

 

 

MATERIALS, CARE, MISCELLANEOUS

What materials do we use in our jewelry?

Our jewelry is made with authentic 14K gold, 925 sterling silver, freshwater cultured pearls, genuine diamonds, real gemstones, Swarovski, and high-quality cubic zirconia. At this time, we do not offer gold jewelry that is plated or filled. We only use solid precious metals and premium materials so that our pieces will be a lasting keepsake for years to come.

 

Does your jewelry have a hallmark stamp for karat gold or silver?

Yes, all of our jewelry has a hallmark stamp indicating the purity of the piece. Our 14 karat gold items have either a “14K” or “585” hallmark stamp. Sterling silver items will have a “925” hallmark stamp.

 

What does the “585” stamp on my jewelry piece mean? 

All of our 14 karat gold items come with either a “14K” or “585” stamp. Both stamps indicate the item is made of 14 karat gold. The type of stamp may differ depending on our manufacturing partners. “585” stands for 58.5% gold and is the same composition of 14K gold.

 

How should I care for my new jewelry?

As with all jewelry it is a good idea to remove your pieces prior to swimming, bathing, and vigorous exercise. Chemicals in the pool and in soap, shampoo, or bath products can wear on the precious metal and/or any adhesive used to hold pearls or gemstones in place. Removing your jewelry during these activities will help keep your pieces looking beautiful for a long time.

Gold - Items made with 14K gold can be cleaned with a small amount of mild dish soap, warm water, and a soft bristle toothbrush. Be sure to rinse any soap residue off of the jewelry afterward and dry with a soft cloth. 

Silver - Sterling silver can be polished with a polishing cloth and stored in an air tight plastic bag to prevent it from tarnishing. If your silver does tarnish do not worry, it is normal. Simply polishing the jewelry with a soft treated polishing cloth should remove mild tarnish. The best way to keep your silver jewelry from tarnishing is to wear it often. Our silver items that are rhodium coated are tarnish resistant. However, eventually as the rhodium layer wears away with use, the jewelry will become susceptible to tarnish. If this occurs, the item may need to be re-dipped if you would like restore the rhodium layer. 

Pearls - Pearls need moisture and air, please do not store your pearl jewelry in plastic bags or air tight boxes for long periods. If pearls do not have air and moisture they will become dehydrated and may crack. Wear them often and they will keep their natural luster. After wearing your pearls, gently wipe them with a soft cloth or slightly damp cloth to remove any lotion, excess oils, and perspiration. If needed, pearls can be gently washed with a bit of mild soap, water, and a soft cloth. Be sure to rinse off any residue and pat dry. Do not soak the pearls for any length of time, it can weaken the thread. Never wear pearls after washing them if the string is still wet, this will cause the thread to stretch. Remove pearl jewelry for showering or swimming. Finally, pearls should be stored flat, do not hang them in your jewelry box or closet. 

 

Why are some pearl items knotted and some are not?

Our full pearl necklaces are hand knotted for several reasons. First, the knots help protect the pearls from rubbing together and damaging their surface. Second, if a necklace were to break only one or two pearls will fall off the strand. The other pearls will be kept in place by the knots instead of scattering all over the floor. Our bracelets are hand strung on sturdy steel wire composed of 49 strands (for strength and flexibility) coated with either 14K gold or sterling silver depending on the style. 100% gold or silver wire is not advised because it is too soft to hold the weight of the pearls and beads. Because the bracelets are mixed with other beads they cannot be knotted in between as they are with the necklaces. However, the beading wire used is very strong and should not break easily. 

 

Why does my new pearl necklace look “wrinkled?"

When pearls are newly knotted, the knots are made very tight to account for the natural give of the string. The weight of the pearls will cause the string to relax a bit with a few wears and the necklace will drape perfectly. Because all knotted pearl necklaces do stretch with time, they will need to be re-knotted periodically. Usually this is done every few years depending on how often they are worn.

 

 

CONTACT US

I still have questions… how do I contact you?

Customer service is a huge priority for us and we want you to know we are here to help with any questions you may have regarding our jewelry. If you cannot find the answer to your question on our FAQ page feel free to email us at info@jeweledlullaby.com. Or if you prefer to talk, you may reach us at 1-877-288-9080 during normal business hours. Our business hours are Mon-Fri, 10am to 5pm PST.