Frequently Asked Questions
Returns, Exchanges, & Order Changes
What is your return policy?
Our jewelry is customized and personalized just for you and not all of our jewelry can be 100% refunded. Please contact us for more information.
Can I resize or exchange my item?
Resizing or exchanges may require a $5.00-$10.00 rework fee depending on the materials needed, this includes return shipping with tracking.
Can I change my order?
We start on orders right away, if you need to make a change to your order, please contact within 12 hours or ordering, we will try to catch it! Email us at firstname.lastname@example.org. Please double check shipping addresses at checkout.
I made a mistake on my custom item. Is there anything I can do?
Personalized items with engraving are made just for you and cannot be re-engraved, but we understand mistakes happen. Please contact us details.
Care Info + Warranty
What is the best way to care for my jewelry?
We use three different metals in our shop, please see the description in the item listing to see which is being used for your piece.
Gold Filled / Sterling Silver – Can be worn 24/7 but will last longer if removed to swim or exercise, light cleaning with jewelry cleaner or polishing cloth. Store in air tight packaging (sterling silver).
Electroplated Stainless Steel – Can be worn 24/7, but best to remove to shower and exercise. Use mild soap and water to clean. Durable and a great alternative to sterling and gold filled.
18K Gold and Silver Plated Brass – should be removed to shower, exercise and sleep to help keep plating looking its best. Use mild soap or jewelry cleaner that is safe for plated jewelry. Do not use a polishing cloth. We use a very thick plating with special e-coating to help prevent wear on these items.*Please note that some climates and skin acidity levels can tarnish or wear plating jewelry faster than others. Sterling silver is known for its quick tarnishing under certain conditions, but can be cleaned to remove tarnish. We recommend Wright’s Silver Cream, available at most grocery stores, for light cleaning of all three types of metals. If you have any questions, please contact us at email@example.com.
Do you offer repairs or a warranty policy if my jewelry breaks?
Please let us know of damages during shipping or any kind of "break" in a jewelry piece. Tom Design will be more than happy to fix or replace a defective piece within 90 days. We do offer repairs for a small fee after 90 days.
When will my order ship?
Most of our jewelry is custom + handmade. Please allow us 2-4 days for our team to make your order, plus the additional time frames for shipping delivery.
What are the current delivery times for USPS?
In addition to the “making” time for your order, the USPS will need these times to deliver. Add a few extra days for November/December Holidays, and May for Mother’s Day.
- First Class 3-5 Business Days
- Priority 2-3 Business Days
- Express 1-2 Business Days
- First Class 2-3 Weeks
- Priority 6-10 Business Days
- Express 3-5 Business Days
Are there additional fees for international orders?
International customers, please be aware that your country may charge an international customs fee in order for you to receive your package. Your government sponsored postal service will hold your package until this fee is paid. Please check with your country if this fee is required.