FAQ's

Most Rellery pieces can be personalized right on the product page. We also provide a preview of your engraving prior to purchase! Simply select your font, type in your text, and our engraving generator will automatically provide a “preview” image on the page.

Once you submit the order, you will get a confirmation with your rendered image for reference.

Please note the actual engraving might vary slightly as the preview image is just an approximation. Our team individually designs each engraving to best fit the text onto the item.

Please let us know ASAP at rellerylove@rellery.com if you need to change 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 are unable to make changes/update your order.

Make sure to double check your engraving before purchase to avoid misspellings or incorrect dates!

If you need to cancel or make a change to your order, please reach out asap within 12 hours of placing the order. We will do our best to accomodate your change/cancellation. We also reserve the right to refuse or cancel any order placed.

If our shipping team has released the order, we are unable to accomodate any cancellations/changes.

Our team is working around the clock to ship as quickly as possible, we may not be able to cancel or update your order upon request if you submit the request even within 12 hours if the items are dispatched.

Non-personalized orders will typically be shipped within 2-3 business days.

Personalized items are custom made-to-order (assembled, engraved, polished, plated, and packed) so we typically take 14-21 business days for creation before we ship your piece. This timeline may vary slightly and may be longer around holidays. We will always let you know if orders are taking longer than expected!

Once created, we hand over to our shipping carriers who have the following estimated shipping times based on your chosen method:

· Standard Shipping (Free if over $100): 4-7 business days from shipping date

· Expedited Shipping: 2-3 business days (not guaranteed) from shipping date

· Express Shipping: 1-2 business days from shipping date

If you need your item sooner, please email rellerylove@rellery.com and we will make every effort to expedite the production for you.

If you did not add ROUTE's Package Protection Service:

RELLERY is not responsible for lost or stolen shipments, if the order is marked delivered by the carrier and shipped to the address in per your order confirmation.

At checkout, we do offer the option for you to add package protection to your order. With no package protection, if an order is marked as delivered per the post or delivery carrier and it was shipped correctly to the address stated per the order confirmation, we are unable to offer a refund or send out the order again.

Please triple check your address prior to submitting the order or add package protection so we can make a claim on your behalf.

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If you added ROUTE's Package Protection Service:

We do offer package protection through ROUTE's service. When you check out, you can add this package protection/insurance service to your order.

Stolen (Marked as delivered)

● 5-15 days to file
● $300 Police report requirement

Lost (Stuck in transit)
● 7-30 days to file domestic
● 20-30 days to file international

Damaged (In transit)
● 15 days max to file
● Photos required
● 7-30 days to file domestic
● 20-30 days to file international

Not Covered:
Fulfillment issues, Cosmetic damage, Anything outside of issue
policy timeframes, Pre-shipment, Taxes, Duties, & Shipping on
customer refunds

If you have added ROUTE to your order, you can report the issue via:

claims.route.com

Return timeframe - up to 14 days post-fulfillment

Personalized items, initials, custom pieces (including our city anklets/bracelets), and earrings are final sale and are non-refundable or exchangable.

We are unable to accept returns without an RMA number. Please DO NOT send returns to our warehouse without a proper RMA number (as these packages cannot be traced and will get lost).

All returns must be:

- Unworn

- Have no signs of wear or damage

- In its original condition with packaging and barcode intact (if any)

- In all original packaging (box, care kit, insert card, and pouch included)

Cost of return label will be deducted from the final refund amount. We offer FREE returns for all orders returned for replacements/exchanges/store credits. (For International returns, we will are unable to provide a return label for returns due to postage charge differences. Buyers are responsible the postage for any international returns). Kindly note that all items must be sent within 7 days or the return authorization will expire and will be ineligible for future returns/exchanges.

If an order is marked as delivered per the post or delivery carrier and it was shipped correctly to the address stated per the order confirmation, we are unable to offer a refund unless we can retrieve the item back. Please reach out to our team so we can make sure to locate the order.

Personalized items: All items with engraving or initial letters are final sale. Due to the custom nature of these items we are not able to change or refund an engraved piece unless there is an issue or mistake with the item. However, we do want you to love your Rellery, so please let us know any concerns at rellerylove@rellery.com.

All earrings and piercing jewelry are final sale due to hygiene reasons.

Once an exchange or store credit is issued on an order, this cannot be changed to a future refund, exchange, or store credit.

To initiate a return or exchange, please follow the steps through our returns page.

We’ve got your back! Each piece has a 1-Year Warranty which covers any manufacturing breakages or defects.

To ensure your RELLERY pieces maintain its shine, please keep them away from chemicals such as perfume and chlorine.

Please email our team within the first year of purchase and we are happy to fix it for you. All you need to do is package your piece and send it back.

We will replace or repair your item and ship it back to you free of charge.

All of our pieces can be repolished and replated. Yes, we can help repolish and replate your piece if your piece has lost its shine due to regular wear.

A service fee is charged for replating including shipping.

Processing time is roughly 2-3 weeks.

Please reach out to our Care Team: rellerylove@rellery.com.

Once we received the item back at Rellery, we will process it right away. It can take up to 7-14 days.

Refunds typically take 10 business days to appear on your credit card or PayPal statement.

Don't fret - a little tarnishing overtime is normal! Use our jewelry polishing cloth (included in every order) to buff away any dullness and bring it back to shine.

If your piece is sterling silver base, sterling silver naturally oxdizes, especially if you are not wearing it. The oils in our skin naturally keeps it from turning. Simply use a polishing cloth or cream, and give your piece a wipe, and that should go away immediately and restore back to its shine.

For our 18K Gold Plated pieces, we do put a heavy amount of gold on each piece to make sure they last as long as possible. Depending on one's wear, if you want them to be repolished and replated, we can do that for you. A replating fee is charged because we have to replate it with real gold back on your jewelry. The processing time is roughly 2-3 weeks.

Make sure to store your piece in a Rellery pouch or jewelry case for safe-keeping when you're not wearing it.

For more info on sterling silver, please see: The Low Down On Sterling Silver And How To Care For It

We don't recommend having our products worked on any third party jewelers, as this would void any potential refunds/replacements/rework on these pieces, as we cannot know the quality of someone else's work and what's been done to the jewelry.