FAQ

When will my order ship?

Due to its personalized nature, the SARAH CHLOE PERSONALIZED COLLECTION requires production lead time before it ships. Every style features their production lead times on their respective product page. Depending on the style, your custom personalized jewelry will ship within 2-5 weeks. Stock styles generally ship in 3-5 business days. Select Fine Jewelry styles are custom made to order, and require approximately 3-5 weeks production lead time.

Once shipped, your order should arrive in approximately 2-5 business days depending on the shipping method requested and your location within the US. International shipments usually arrive within 1-2 weeks after they have been shipped (subject to Customs delays). To request your tracking information, please email sales@sarahchloe.com.

Select styles can be upgraded to Rush Production when placing your order. If you require your order by a specific date, please email sales@sarahchloe.com so that we can assist you. Additional fees (ex: Overnight shipping fees) may apply.

Please note that the order confirmation summary mentions a lead time of 2-4 weeks. This is just an umbrella lead time to cover all styles. Disregard this lead time if you upgraded to Rush Production. In addition, each style's specific lead time is indicated on the product page.

What is your return policy?

Due to its custom nature, personalized styles cannot be returned and are final sale (even if it has been ordered blank/no engraving).

If a personalized ring or bracelet size does not fit correctly, or if the jewelry was ordered by the customer with incorrect engraving, we are happy to exchange it for the same style in the correct size/correct engraving within 30 days of receipt. Please note that there is a 15% restocking fee for any personalized style that is being exchanged, resized or modified, as well as all applicable shipping fees.

Stock styles are returnable for a full refund or exchange, but must be returned within 10 days of receipt. If you are looking to return an item, please email sales@sarahchloe.com to request a return authorization number and return address. No returns will be accepted without an RA number. The customer is responsible for all return shipments and fees on any returns or exchanges. We recommend using a shipping courier that provides a tracking number to ensure successful receipt of returned shipment.

In the event that your purchase was eligible, and received, a Gift With Purchase (GWP), and the purchase is being returned, please be sure to return the GWP along with the returned item. If the GWP is not returned with the original purchase, the MSRP retail amount of the GWP will be deducted from the refund issued.

How do I find my Ring Size?

We want to make sure you're able to order your correct ring size, so we now offer a complimentary ring sizer to all our customers! Shop it here: COMPLIMENTARY RING SIZER

 

Alternatively, there are additional ways to find your ring size- by measuring an existing ring that fits comfortably or by measuring your finger.

We highly recommend doing both methods to ensure the numbers correspond and there are no inaccuracies in your ring sizing.

If you experience an issue, please email support@sarahchloe.com so we can assist you.

MEASURING AN EXISTING RING:

Select a ring band that fits you comfortably and measure the diameter of the interior of your ring to determine your ring size. We recommend using a flat cm ruler to get the most accurate reading.

Below are the corresponding sizes (in mm).

Be sure to measure the interior diameter only, not the exterior, or any portion of the ring itself. 

MEASURING YOUR FINGER:

To measure your finger, we recommend taking a thin string/thread or a thin strip of paper and wrapping it very tightly around your finger. Mark the point where the thread or paper meet and measure it against a flat centimeter ruler.

Note that it is very important to wrap it tightly as if it is too loose it can give an inaccurate reading by about 1-2 ring sizes. Please be sure to double check the size by also measuring an existing ring (see above) to insure the paper or string was wrapped tightly and correctly. 

If you experience any discrepancy in the ring size reading please email support@sarahchloe.com and we can further assist you. 

Following are the corresponding ring sizes (in millimeter) for US Ring Sizes.

How do I care for my Sarah Chloe Jewelry?

As with all Sterling Silver, Gold Vermeil and Fine Jewelry, proper care is essential. Here is how to care for your jewelry:

1. When you are not wearing your jewelry, we recommend storing it in a sealed bag. A ziplock bag is fine.

2. Do not wear your jewelry while showering, swimming, washing dishes, applying perfume, engaging in sports or working out.

3. After wearing your jewelry, we recommend wiping it with a non-abrasive jewelry polishing cloth to remove dirt and tarnish.

4. To fully remove tarnish and any stains on your jewelry, we recommend using silver polish or jewelry polish. Be sure to follow the instructions on the bottle and to always use gloves when working with silver polish.

WEAR & CARE SERVICE

We offer a complimentary Wear & Care cleaning service on all our Sarah Chloe jewelry. If you are interested in having your jewelry professionally cleaned, please email sales@sarahchloe.com to request an authorization ticket. Please note that there is a flat-rate $15 return shipping fee for the jewelry return (USA shipments only. Additional rates may apply for Canada and International shipments).

How to Size Pictures For A Locket

To insert pictures into your Sarah Chloe Locket, please follow the following steps. If you encounter any difficulty, please reach out to the Concierge Live Chat on the website for further assistance.

 

1. Removing the hard plastic protective film inside the locket:

Using a piece of Scotch Tape (or similar tape) push down on the plastic. When you lift the tape, the plastic film will come out. Note that there are grooves on the edges of the plastic film that will allow you to reinsert it safely. 

 

2. You can now measure the pictures against the plastic film to properly size and match it. We recommend tracing the film against the picture so that you can follow the trace marks when cutting. You do not need to trace the grooves in the plastic film as the picture does not need to be inserted into the grooves to stay in place. The picture can be traced as an Oval, Round or Heart shape without groove marks. 

 

3. Cut and trim the picture along the tracing to properly size it. Once the tracing has been cut, we recommend lining the picture up with the film and trimming off any excess so that it perfectly matches the shape of the film dimensions.

 

4. Once the pictures are ready, insert the picture and then insert the protective film on top, making note of any notches and sliding them in accordingly.

 

Shipping Methods & Policies

Depending on the value of the shipment, your order will ship via USPS Priority Mail, Fedex Ground, Fedex Express, UPS Ground or UPS Express. You will receive your tracking number once your order has shipped.

Unless otherwise requested, we do not include "Signature Required" on the shipment so that you are not required to be home to accept the package. If you would like to request Signature Required on your shipment please emails sales@sarahchloe.com.

Please note that we are not responsible for items that show as 'delivered' by the carrier, but that the recipient states has not arrived. In the event that this occurs, we will work with the carrier to try and locate the package. If it cannot be located, we will put in a claim with the carrier and ship a replacement only once the claim has been resolved and approved by the carrier. Please note that this process may take up to 10 business days.

Please note that the 'Free Shipping' promotion is only available for orders shipping within the United States, and cannot be applied on International shipments. The flat-rate shipping fee for all International and Canadian shipments includes all applicable Customs fees.

Product Warranty, Upgrade & Repair

Every Sarah Chloe piece of jewelry comes with a 6-month limited warranty from the date of purchase. This warranty covers breakage (ex: chain breakage), but does not cover damages related to normal wear and tear (ex: surface scratches).

If repair is required within the first 2 months of purchase, Sarah Chloe handles all shipping fees related to the repair, providing it is shipping within the USA. International return shipments may incur a fee. After the first 2 months, there is a $15 return shipping fee on USA shipments.

After the 6-month warranty expires, repairs can be made for a nominal fee.

If at any time you experience any issue that requires repair, please email your order number to support@sarahchloe.com, along with detailed information regarding the repair request and you will be issued a Repair Ticket. Please note that any jewelry repair or resizing work done by an outside jeweler will void the warranty as Sarah Chloe Jewelry cannot be responsible for any jewelry work done by a third party individual or jewelry store. 

Jewelry Upgrade Program

Sarah Chloe now offers a lifetime Jewelry Upgrade Program. If at any point you would like to exchange your Gold-Plated or Sterling Silver style for the 14K or 18K version, you are welcome to return it and the amount paid for the Gold Plated or Sterling Silver version will be credited towards the upgraded 14K or 18K purchase. 

To proceed, please email your original order details to support@sarahchloe.com and an Upgrade Ticket will be issued.

Contacting Us

If there are any questions you may contact us here.