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CUSTOMER SERVICE

We are here to answer your questions via email Monday ‚Äď Friday. Please allow two business days for a response, just in case we are taking some time in the desert ūüôā

SHIPPING

Orders are shipped within 5-7 business days. Many items are made to order. We will contact you should your order be delayed for any reason.

All orders ship via USPS. Allow 3-5 days for 1st Class deliveries, 2-3 days for Priority Mail, and overnight for Priority Express Mail within the USA. Allow up to 2 weeks or more for 1st Class and Priority Mail International deliveries. You will receive a tracking number for all shipments. Delivery time is not guaranteed by USPS. We are not responsible for postal delays. Only express shipping is guaranteed.

If your package is lost by the carrier, we will do our best to resolve the issue on a case by case basis.

Limited tracking is available for international shipments; once the package enters customs in the destination country, it can no longer be tracked. International mail is subject to customs examination in the destination country. Once our products have shipped, we are not responsible for tariffs, customs duties or import fees that may be charged when the package arrives in your country. We are not responsible for delays due to international customs processing, or unclaimed goods in the destination country.

Please note we are not responsible for domestic or international mail that has been marked delivered but was not received, nor are we responsible for domestic or international packages that are undeliverable due to customer error.

WEB STORE RETURNS + EXCHANGES

If you are not completely satisfied with your purchase, Sarai Snyder will gladly issue an exchange or store credit within 30 days of receipt of goods. Once an order has been placed, it cannot be canceled. Restocking fees may apply.

Please note all sales are final on promotional seasonal discounts, sale items, and custom orders. These items cannot be returned or exchanged.

All eligible merchandise must be returned in unworn condition, with the original receipt and packaging. Once your return is received and inspected, and your merchandise has been approved for a refund, a credit will automatically be applied to your credit card or original method of payment, within 7 days, less any shipping costs. You may not return web merchandise at our New York store.

To make a return for exchange, please contact us for prior approval to request a Return Authorization Form. Please print and fill out the Return Authorization Form, and include it in the box to be returned, along with the original receipt and packaging. Merchandise received without a Return Authorization Form will be subject to a 20% restocking fee. The customer is responsible for all return shipping charges. We reserve the right not to issue an exchange, should the merchandise arrive back damaged. We suggest wrapping the jewelry carefully, to make sure nothing moves inside the box when shaken. Do not ship jewelry back loose in a flat envelope. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, and you’d like to exchange it or receive store credit, please see Returns + Exchanges for how to process your gift exchange or credit. Gift items may only be refunded by the original purchaser.

SALES + PROMOTIONS

All sales are final on sale items. Discounts on promotional items may not apply to previously purchased goods. Custom orders are not eligible for promotional discounts. Discounts may not be combined.

IN-HOME PARTY PURCHASES

If you are interested in having an in-home jewelry party, please contact Sarai Snyder to see if we will be in your area! Often times limited editions, one-of-a-kind pieces and exclusive styles are available at in-home parties that we don’t sell online. All major credit cards are accepted.

Merchandise purchased at in-home parties may be exchanged only, in unused condition, within 30 days of purchase for goods of equal or greater value. Store credit is also available.

Please note all sales are final on sale items, custom orders, and specific styles where indicated.

WARRANTY

Sarai Snyder products are guaranteed against defects in material and workmanship. In the unlikely event that a problem arises due to a defect, Sarai Snyder will promptly repair the item at our expense, or replace the item if it cannot be repaired. Repairs that are necessary due to excessive wear or damage by a customer are not covered by our guarantee and will be charged at cost. See more on repairs below.

REPAIRS

Repairs require prior approval and a Return Authorization Form, before shipping the item back to us. If your item becomes damaged, broken or excessively worn over time, please email us with a detailed picture and description. Problems are evaluated on a case by case basis for repair or replacement. We reserve the right to charge a nominal repair or replacement fee at our discretion, depending on the nature of the problem. We are not responsible for broken, chipped or lost stones; crushed or bent jewelry, broken chains, or any kind of damage to jewelry that has been worn.

We do not grant refunds for jewelry that has been damaged, broken or excessively worn by the customer. Exchanges do not apply to damaged, broken or worn merchandise. We reserve the right to deny unreasonable repairs, returns, exchanges.

Jewelry returned to us for repairs should be safely wrapped and boxed for shipping, so nothing moves inside. Do not ship jewelry back loose in a flat envelope. We are not responsible for jewelry repairs that sustain further damage due to improper packing.

We do not cover the cost of shipping for international repairs.

LOST EARRINGS

Unfortunately, we cannot accommodate requests for single earrings. We are sorry you lost one, but we can only make full pairs. However, we may still be able to make that pair you bought a few years ago … email us.

METAL REACTIONS

We are not responsible for individual skin reactions to various metals, nor are they an indication of quality. Everyone’s skin has a unique chemistry and we can not predict allergies or skin discoloration from a particular metal. Those with more acidic skin types will experience the electroplated metal colors fading faster than those with a more alkaline PH balance.

Still have questions? Please feel free to contact us.

 

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