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What payment do you accept and is your website secure?

Lila Clare Jewelry accepts Credit Card and PayPal as payment. Lila Clare Jewelry's website has a SSL certificate through GeoTrust® and uses industry standard 128 bit encryption technology. In addition, the website is hosting and software is Level 1 PCI compliant.

Will I be charged sales tax?

Customers in Arizona will be charged 8.10% sales tax. Items shipped out of the state of Arizona will not be charged sales tax.

How does free shipping work? Are there other options?

Jewelry will be shipped within five business days after payment is completed. Some items can be rushed for an additional $20 fee. Contact me to inquire about a rush. Free Shipping in the United States is via United States Postal Service (USPS) first class mail with delivery confirmation (7-14 days). Lila Clare Jewelry is also able to ship via USPS Priority Mail (2-3 days) or USPS Priority Express (next day) for a fee. Options are selected at checkout. Purchase of Priority or Priority Express does not change five day lead time to make jewelry before shipment. Once an item is shipped, an order may no longer be canceled (see cancel/return/exchange policy).

What do you mean, the item "ships in 3-5 days" or "ships in 2-3 weeks"?

All of Lila Clare Jewelry is handmade, and I need several days in order to make your jewelry. I will ship your order as soon as possible! Sterling silver jewelry ship in 3-5 business days. Gold vermeil pieces are sent out to be plated once I make the piece, which can take a couple weeks. Custom and gemstone pieces also take more time because materials to make them need to be ordered. Some items can be rushed for an additional $20 fee. Contact me to inquire about a rush.

I have a coupon code. How do I use it?

Lila Clare Jewelry may offer sales and coupon codes from time to time, including 10% off when you sign up for my newsletter (the code is in the email confirmation that you receive once sign up is complete). The discount code for newsletter signup and other sales may be entered as follows: After you've viewed your cart, click "Checkout". Then enter your shipping/billing address, click "Continue to next step". Then, on the payment page, there is a field for "Discounts". Enter the code there and click "Apply".

Can I cancel/return/exchange?

Orders, in full or part, may be canceled for a full refund as long as the order has not yet shipped. Contact me to check on the status of your order, or log in to your online account. Returns and exchanges are accepted if Lila Clare Jewelry is notified within five days of your receipt of the jewelry, and the jewelry is mailed back within seven days of receipt in the condition in which it was received. After five days, exchanges of unworn jewelry will be considered on a case-by-case basis within 30 days and will include a 20% processing fee (20% of the price of the returned jewelry). Worn jewelry may not be returned or exchanged.

Please return the jewelry in a box placed inside a padded envelope; you will be responsible for damage to or loss of the returned piece.

Free shipping offer does not apply to any shipment after the initial order; the buyer is responsible for return shipping. Contact Lila Clare Jewelry for the return address. Returns and exchanges for custom orders are not offered.

Do you guarantee the jewelry? What if it breaks?

Each piece is guaranteed in full for six months after purchase. In the unlikely event that you have a problem with your piece, simply contact Lila Clare Jewelry for information regarding returns and repairs. Defects will be repaired or replaced free of charge; substitutions, exchanges or returns are not available. After six months, free repairs will be considered on a case-by-case basis. Please contact me for fees and return the jewelry in a box placed inside a padded envelope.

Can I get a different length chain, or a completely different chain?

Lila Clare Jewelry is unable to offer alternate chain types than those pictured. However, I am able to adjust your necklace to a custom length upon request. Different lengths are an additional $10 per adjustment, plus shipping (unless the adjustment is requested at initial purchase and qualifies for free shipping). Please return the jewelry in a box or padded envelope; you will be responsible for damage to the returned piece.

My chain broke! Can you fix it?

If your chain broke within six months of purchase, I will repair or replace it for free. If it is more than six months after purchase or you know the break was not the fault of the maker (thanks for your honesty!), replacement chain is $15 plus shipping. Contact me for more information, the address and return the jewelry in a box or padded envelope.

I lost a single earring! Can you make just one?

You're not alone! Lila Clare Jewelry is typically able to replace a single earring. Cost is 60% of the price listed on the website, plus return shipping to you. If you don't see your piece, contact me for the price. If your earrings has gemstones, I like to receive the remaining earring from you so that I can match the stones to the best of my ability. Please return the jewelry in a box or padded envelope; you will be responsible for damage to the returned piece. Simply contact me with your replacement needs and to obtain return instructions.

What is Vermeil?

Gold vermeil is a layer of gold plated over sterling silver. In order to be considered vermeil, the gold must be at least 10 karat and 2.5 micrometers thick. Lila Clare Jewelry uses 18 karat gold and meets the standards of 2.5 micons thick. Vermeil differs from gold plating in that the metal being plated is sterling silver. Gold plating is typically used on top of base metals like brass. Vermeil is less expensive than solid gold jewelry, but higher quality than gold plated pieces due to a precious metal base (sterling silver) and a thicker coating of gold.

How do I care for my jewelry?

Care for Sterling Silver, Gold and Gold Filled:
Sterling silver is made from 92.5% silver and 7.5% copper (often called .925 silver). Lila Clare’s sterling silver is nickel free. Gold filled is an actual layer of gold-pressure bonded to a base metal. It is natural for sterling silver to tarnish. This is not a defect, but rather a sign of the precious metal used to make your jewelry. Gold and gold fill may  tarnish with age, especially at lower karats. Below are tips for keeping your jewelry looking beautiful.
Prevention: Store the jewelry in an airtight container, like a zip baggie. Remove jewelry before bathing, exercising, swimming and applying personal care products to prevent tarnish and maintain shine. Chlorine, especially at high temperatures, can damage your jewelry. Don’t store your jewelry in humid environments, like the bathroom, because humidity accelerates tarnish.
Cleaning: Use warm water and gentle dish soap to clean your jewelry. Make sure you rinse well and wipe with a soft cloth to dry. Dry completely before putting the jewelry on or into the airtight container. You can also use a jewelry polishing cloth to lightly clean the jewelry, using care with gold fill to not buff of the plating.
DO NOT dip gemstones in chemical jewelry cleaners, as the chemicals can damage them.

Care for Vermeil (“Ver-May”):

Gold vermeil is a layer of gold plated over sterling silver.
Prevention: Store the jewelry in an airtight container, like a zip baggie. Remove your jewelry before bathing, exercising, swimming and applying personal care products to protect the plating and maintain shine. Chlorine, especially at high temperatures, can damage the gold plating.
Cleaning: Use a non-abrasive cloth and gentle dish soap to clean the vermeil jewelry under warm running water. Make sure you rinse well and wipe with a soft cloth to dry. Dry completely before putting the jewelry on or back into the airtight container. You can also use a soft or microfiber cloth to gently buff vermeil jewelry.
DO NOT use a silver polishing cloth or chemical cleaners on vermeil, as it they may strip the layer of gold. DO NOT dip gemstones in chemical jewelry cleaners, as the chemicals can damage them.

USPS says my package was delivered, but it's not here.

Rarely a package is marked as Delivered by USPS, but not received by buyer. Please ask neighbors, family members, house mates if they've seen the package & check alternative delivery locations (apt office, porch, etc). Then, if it's still not found, follow the protocol to file a claim with USPS. Filing a claim is the responsibility of the buyer, but I will do everything that I can to support you.
1. Best option: Go to your post office branch and talk to the manager. File a complaint in person.
2. File an online report with the USPS https://prd2faq.usps.com/faq/iq/usps/request.do?forward=emailUs
3. File a complaint over the phone by calling 1.800.275.8777.
Please provide me with a copy of your complaint receipt so I can be aware of the proceedings should USPS contact me.

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