FAQ, Shipping, Returns
What materials are your items made from?
- We use and offer a number of different precious metals for our jewelry:
- 14Kt Solid Gold
- Gold Vermeil (Gold plated over Sterling Silver)
- Sterling silver
- To learn more about the materials, please visit our Materials & Care page
Who makes/ Where do you make your jewelry?
- You are in good hands! We make every single piece of our jewelry in our own studio in New York City by skilled artisans who love what they do and have years of experience making jewelry. Each piece is made with extreme care and love. We really want you to love your Rellery.
Is there any nickel in the jewelry?
- NO NICKEL. We do not use any nickel in any of our jewelry pieces. All of our jewelry is safe to wear for sensitive skin.
Will my jewelry tarnish?
- Our material is top quality and made to last, and actual longevity of the pieces does depend on the metal you got.
- As a quick rule of thumb: avoid getting harsh chemical on them, store them in an air-tight pouch/zip lock bag when not wearing the piece, and polish it with a polishing cloth once a while to keep it shinny and perfect.
- To learn more about the various materials we offer and how to best care for each, please visit our Materials & Care page
How do I personalize my item?
- Most Rellery pieces can be personalized and the product pages allow you to preview a render of the personalization prior to purchase! Simply select the engraving button and type the text you want and the render is automatically generated on the “preview” image.
- Once you submit the order, you will get a confirmation with this image for reference. Please note the actual engraving could vary slightly, but we work hard to make it as accurate as possible.
- If you have questions on personalization, please send us a message at email@example.com.
Can I order the item for delivery straight to the recipient? Can I add a gift note? Can you leave out the receipt?
- You can place and order and send it directly to the recipient. Please make sure that you complete the “Shipping Address” at checkout with the recipient’s address.
- Each Rellery order is beautifully gift-wrapped and ready to go for you.
- Each Rellery order also comes with a cute card inside where you can write a short note to the recipient or if you are sending directly, let us know and we can do that for you.
- Receipt is emailed directly to you and will not be included in the package.
What payment methods can I choose from?
- We accept most major credit cards and PayPal.
How do I update my order?
- Please let us know ASAP at firstname.lastname@example.org if you need to change or cancel the order.
- If your order is personalized and we have not started it, we can update it for you.
- If the order has already been made, we will need to charge a small fee for rework.
How long will it take for my item to be made and then shipped domestically (USA)?
- As every item is made to order, we typically need 2-5 days for creation before we can ship it out. For current timings, please visit Current Production and Shipping timelines
- Once created, we hand over to our shipping carriers who have the following estimated shipping times depending on the chosen method:
- Standard (4-7 business days): Free
- Priority Mail (2-3 business days): $10
- UPS 2 Day Air (2 days guaranteed): $35
- UPS Next Day Air (next day guaranteed): $65
- Please send us a message if you need something ASAP, and we will make every effort to expedite the creation for you.
Can I select expedited shipping domestically (USA)?
- For shipping upgrades, we recommend the following options which can be selected at checkout:
- Priority Mail (2-3 business days)
- UPS 2 Day Air (2 days guaranteed)
- UPS Next Day Air (next day guaranteed)
Do you offer international shipping?
- We do and welcome international orders and standard International. Shipping takes roughly between 6-10 business days.
How do customs/duty charges apply?
- International orders may be subject to duties and taxes, which vary by country.
- Duties and taxes are not included in the final purchase price, and are the responsibility of the customer. Please make sure you find out about customs fees for your country prior to submitting the order.
How can I track the shipping status of my order?
- Tracking information is automatically emailed to you upon handing to the shipping courier.
- Please feel free to contact our team if you have any other concerns.
Help, my package has not arrived
- Shipping transit time can vary greatly from what is expected. Please be patient and check the tracking provided with your order confirmation and then contact us
- For international orders, customs processing may take some time and the package may appear stalled. Don’t panic, it is completely normal. Unfortunately, we do not have any control over that part of the process, especially once a package has left the USA.
What is your returns policy?
- Non-personalized items- we accept free returns for refund within 15 days of delivery.
- Personalized items- all items with custom engraving are final sale. However, we do want you to love your Rellery, so let us know your concerns at email@example.com.
How do I exchange my piece for a different size?
- Please send us a message at firstname.lastname@example.org and we can take care of that for you.
- We do charge $10 for each piece (including shipping back to you) that needs to be adjusted.
How do I place a return or exchange?
- We are super sorry to hear that you did not love your Rellery. Please send a message with your order number and the product you would like to return/exchange to email@example.com.
How long does it take to process my return?
- Once we received the item back at Rellery, we will process it right away, but it can take up to 5-10 days depending on whether we get all of the order information.
- It can take up to 10 business days for refunds on credit card or PayPal account to appear on your statement.
Please feel free to contact our team if you have any other concerns at firstname.lastname@example.org.