FAQ

For any questions, comments or concerns you have, we are here to help. Below are some frequently asked questions that might help, otherwise please email info@keijewelry.com 

  • What payments methods do you accept?
Credit Cards

We accept VISA, Mastercard & Discover.

PayPal

Use any payment method on the growing list of ways to fund a PayPal account. 

Store Credit
You can also use store credit or a gift certificate. Each gift certificate carries a gift code you can easily enter when completing the checkout process. 
  • How is tax calculated in my order?

Orders shipping to Puerto Rico will be charged the local 11.5% sales tax.

  • Do you ship outside the US?

Yes – we ship worldwide.

  • I live outside the US. Do I have to pay Customs duties and taxes?

In many countries they don’t charge any fees. That being said, duties and taxes are not included in the total at checkout. They are determined by the customs agency within the destination country. Although most countries don't charge them, for the ones that do (specially in the UK) assessment of duties and taxes are based on the value of the order. We recommend that you check with your local customs for more information regarding importation taxes and duties that may be applicable to your online order. Payment of any duties and import taxes is the responsibility of the recipient, and these fees are collected at the time of delivery.

  • I am shopping for a gift. Do you provide gift receipts or gift wrapping?

Receipts are sent to the email address provided at checkout and will not be included in your package. Gift wrap is available for an additional $3 & we can include a personalized note with your order, just add our Gift bag to your cart & include the message at checkout.

  • I’m excited to receive my new items! How do I check the order status?

Once your order is ready to ship, we will send a shipping confirmation email with tracking information to the email address provided at checkout. If for any reason you don’t receive it, feel free to email info@keijewelry.com with your order number so we can resend it.

  • Can I return or exchange my purchase?

We want you to love your new jewelry! If you are not completely satisfied with your purchase, you can send it back to us for a refund within 10 days from the day you received the order or 21 days for in-store credit. All items will be inspected upon arrival and must be in new and unused condition to qualify.

If you need to make an exchange, we will send a store credit as soon as your return arrives at our studio so you can place a new order online.

Please contact us with your invoice number so we can send you the returns form.

  • What are your shipping costs?

All orders are shipped with full insurance. We have three available shipping methods in the US:

First Class Mail (4-8 days) - $5

Priority Mail (3 to 5 days) - $10

Express Mail (1 to 3 days) - $28

For international orders we use International First Class Mail. Prices vary by country but start at $9.95.

  •  Can I have something rushed?

We offer two shipping upgrades at checkout for domestic orders (US & PR): Priority Mail, 3-5 days ($10) & Express Mail, 1-3 days ($28). 

  • My package is lost, what can I do?

All orders are insured via Shipsurance. For the package to be considered as lost we need to wait 21 days for Domestic orders & 45 days for International orders. Please contact us if you believe your package is lost in transit so we can start working on your claim & reship or refund your order ASAP.

We cannot be held responsible if the address provided at checkout is incorrect. If this is the case & the package is sent back to us, new shipping charges will apply. Please make sure everything is correct before completing the checkout process.

  • Can I order a custom piece or have my stone gold plated or set in one of your chains? 

Unfortunately we do not do custom work or set stones at this time.

Stay in the loop!

Sign up & be the first to know about our exclusive offers, new arrivals and events.

SEARCH THIS STORE