FAQ
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Orders
If you would need to change/update your address, you will see an “Change / Update Address” button on your Order Confirmation Page and on your Order Confirmation Email.
You can cancel/edit your order within an hour after purchase. To cancel/edit items to your current order, we will need to cancel and refund the original order.
Log into your order page and click on the cancel order button.
ORDERS NOT PROTECTED WITH ROUTE
Please take the following photos for us to claim a missing/wrong item in your order and submit a claim here
- If the shipping box was tampered with… take a photo of the outside of the box (where the tape is) to see if the box was opened and then re-closed.
- A photo of the packaging box it came with, every item should include: Plastic bag with the barcode (visible), AMYO clear bag with the barcode and the box/pouch (see photo below).
Once confirmed, we will send you a replacement and you will receive a notification with the tracking number.
ORDERS PROTECTED WITH ROUTE ($100+)
If you were automatically covered by us (Orders $100+) or you purchased Route, you will need to file a claim for your Lost, Stolen and Damaged Order here
In order to file a claim, you MUST have the following:
- Your order number and email address
- A screenshot of your order
- Photos of the shipping box and all the contents that were received
- Here is an example of an order with stolen merchandise that was replaced with something else.You can see clearly see that the items on the order do not match what you received in your package.
We are committed to the quality and craftsmanship of our pieces. If you’ve experienced any issues with a product we’re here to help!
All requests including International orders please submit here: Start Warranty Request
If your order is within 6 months, please submit your request here
Email info@derinfinejewelry.com with the Order number in the subject. Include the discount you forgot to apply in your email and we will apply the discount to your order. **Please note only one discount code may be applied per order.
Delivery
What is Route?
Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout. You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Where is my order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
When should I file a claim?
Marked As Delivered (Stolen)
- •Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
Stuck In Transit (Lost)
- •For domestic orders with an Estimated Delivery Date, claims will be reviewed no earlier than 2 calendar days from Estimated Deliver Date. The maximum filing time is 60 days from the order date.
- •For domestic orders with no Estimated Delivery Date, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
- •For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
Damaged
- •Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout.
If your order has not arrived, please file a claim with Route here
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at info@derinfinejewelry.com and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you your order has Route Protect, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
If you have not received your package PAST the days stated in our delivery days chart, Email us at info@derinfinejewelry.com If you need this urgently, you must place a new order with FedEx 2-Day Express and return your original order once you receive it.
The average delivery time:
| State | Estimated Delivery Days |
| AE | 7-9 Days |
| AK | 4-7 Days |
| AL | 4-8 Days |
| AR | 4-6 Days |
| AZ | 4-6 Days |
| CA | 4-6 Days |
| CO | 4-6 Days |
| CT | 4-6 Days |
| DC | 4-6 Days |
| DE | 4-7 Days |
| FL | 4-6 Days |
| GA | 4-6 Days |
| HI | 4-6 Days |
| IA | 4-6 Days |
| ID | 4-6 Days |
| IL | 4-6 Days |
| IN | 4-6 Days |
| KS | 4-6 Days |
| KY | 4-6 Days |
| LA | 4-8 Days |
| MA | 4-6 Days |
| MD | 4-7 Days |
| ME | 4-6 Days |
| MI | 4-6 Days |
| MN | 4-6 Days |
| MO | 4-6 Days |
| MS | 4-6 Days |
| MT | 4-6 Days |
| NC | 4-6 Days |
| ND | 4-6 Days |
| NE | 4-6 Days |
| NH | 4-6 Days |
| NJ | 4-6 Days |
| NM | 4-6 Days |
| NV | 4-6 Days |
| NY | 3-6 Days |
| OH | 4-6 Days |
| OK | 4-6 Days |
| OR | 4-6 Days |
| PA | 4-6 Days |
| PR | 4-11 Days |
| RI | 4-6 Days |
| SC | 4-6 Days |
| SD | 4-6 Days |
| TN | 4-6 Days |
| TX | 4-6 Days |
| UT | 4-6 Days |
| VA | 4-7 Days |
| VT | 4-6 Days |
| WA | 4-7 Days |
| WI | 4-8 Days |
| WV | 4-6 Days |
| WY | 4-7 Days |
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Standard Shipping takes 12-16 business day for international orders.
Unfortunately in order to keep international shipping costs low, the postal carrier does not provide up-to-date tracking. However, you will get notification when your package has reached the destination post office.
Track here
For Route Insured Orders
If you purchased Route or were automatically covered by us, you will need to file a claim for your Lost, Stolen and Damaged Order here. You will need your store order number OR Route ID number and the email address that was attached to the order. Claims will be reviewed for approval within 1-2 business days from filing.
- •Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
- •Please note, orders over $100 USD will require a police report to be filed by the customer before any resolution can occur
For Standard USPS Shipping
Occasionally packages may show as ‘delivered’ but could take additional 1-2 business days.
Check around your property, with household members or neighbors.
If these are not the case, we strongly recommend contacting USPS ASAP and letting them know the tracking says delivered and that the item has not been delivered.
Unfortunately, we are not responsible for lost or stolen packages after the package was marked as delivered.
For Fedex Shipping
Please contact Fedex as soon as possible if you think your package has been lost or stolen. You can file a claim with Fedex customer service:(800)463-3339. Claims are processed within 7 business days and Fedex will follow up via email.
Shipping
Yes we do! Check out our Shipping page for more information.
Holiday Shipping Deadlines
Place orders by 12pm EST for the following dates to ensure your gifts are sent out on time!
Due to the current high volume of shipments, shipping couriers are unable to provide guaranteed delivery dates. Please note that unforeseen delays on the courier’s end, such as traffic, weather conditions, and increased delivery volume, may affect the delivery timeline. Your understanding in this matter is greatly appreciated.
US STANDARD SHIPPING DEC 16
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FEDEX 2-3 DAY SHIPPING DEC 20
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STANDARD INTERNATIONAL DEC 4
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EXPRESS INTERNATIONAL DEC 12
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Your shipping address was insufficient. You must wait for us to receive your package, please email us at info@derinfinejewelry.com with your order number and verify your address.
Returns & Exchanges
If you want to return an item, you have 30 days from the shipping confirmation date of your order to do so. Please note we need to receive your returned piece back at our studio by the end of these 30 days. Please make sure that all items are in its original packaging. Kindly note that Amy O has the right to deny a return should it show signs of wear.
Custom-Made/ made to order items(noted in the description) are all handmade to order and cannot be returned. Returns will be processed in 3-5 business days.
See return instructions
Holiday Extended Store Credit + Exchange Policy
Purchases made from December 6th, 2024 12:01am EST to December 31st, 2024 11:59 PM EST will be eligible for an extended 60 day exchange and store credit window.
An exchange can be made within 30 days upon delivery date. If you would like to exchange, go to the returns/exchange portal and submit your exchange. Return your item(s) with the return label. Once we receive it, we will process your exchange. A $4.95 exchange fee will be included. If there is an outstanding balance, it must be paid in order for your exchange to be sent out.
Holiday Extended Store Credit + Exchange Policy
Purchases made from December 6th, 2024 12:01am EST to December 31st, 2024 11:59 PM EST will be eligible for an extended 60 day exchange and store credit window.
Place a new order and return the original order through the returns portal. See return instructions)
Exchanges take 10-14 business days to process and may be longer if the product is no longer in stock. If your exchange is urgent, it is best to return your order and place a new order. Your promo will be refunded back to you but you must write your original order #.
We charge a $6 restocking fee. For those who upgrade shipping, the shipping has been processed, so the shipping amount was deducted from the overall total.
If you no longer have the box or padded envelope your package was shipped in, please make sure to ship it in packaging that will prevent the item from incurring damage during transit. All individual pieces must be returned in the original packaging and manner it was received.
Please print out your order confirmation email and include it with your return. This helps us identify and process your return efficiently.
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