Where are you located/where are the products shipping from?
We are located in Harlem, NYC. US orders ship out of our warehouses across the US. International orders ship out of the fulfillment center closest to you.
When will my order be shipped out?
Our production time on made-to-order items is 5-8 business days. Once completed, we package your items and ship them out the next business day.
You will be notified by email once your order is fulfilled and shipped. Tracking can be checked on our Track Order page or using the USPS link below.
Tracking link: https://tools.usps.com/go/TrackConfirmAction!input.action
Why have I not gotten a shipping update or tracking info?
You will receive a shipping confirmation email containing your tracking info once your order is shipped out and in-transit. You will not receive any emails between processing and production.
How long does shipping take?
Custom jewelry is a delicate process and we have very high standards for every order. We will be in contact with you in regards to any delay via email. Customer satisfaction is our number 1 priority.
All items are made-to-order by hand and take 7-10 business days to complete. After your order is processed, we ship via USPS Priority Mail which generally takes around 4-7 business days.
My stuff is broken or damaged, what do I do?
Please open and examine the items you have purchased immediately after receiving your order. You must report a damaged item within 48 hours of when your tracking says you received your order. Picture proof must be provided (you can upload pictures in the contact form at the bottom of the page).
In the rare case that you do receive a damaged item, we offer free repairs.
Please email firstname.lastname@example.org to begin your return process.
What is your return policy?
All personalized items are final sale. Please be sure you understand these terms before purchasing anything. If you receive an item you think may be defective, email us at email@example.com so we can offer you a replacement or find a way to resolve it.
Can I make changes to the name or phrase I ordered on my custom item(s)?
Please contact our Customer Service Team at firstname.lastname@example.org within 12 hours of placing your custom order.
Do you accept exchanges?
We do not accept exchanges at this time.
Does the jewelry tarnish?
No. We use tarnish-free stainless steel as our base metal.
I think my order might be lost in the mail, what do I do?
If you have a tracking number and you see that your order is no longer in transit to you, or your tracking number says your order is delivered but you have not received the package -you may file a claim with USPS here: https://www.usps.com/help/claims.htm
Can I cancel my order?
You may cancel your order within 12 hours of it being placed. If your order has already shipped out, we can no longer cancel it and will have to treat it as an exchange. If you would like to cancel your order, please email our Customer Service Team at email@example.com and make sure to include your order number and full name the order was placed under.
What payment methods do you accept?
We currently accept Debit/Credit Card payments and/or Paypal payments.
Where do I enter a promo code?
Please find the following box at checkout to enter a promo code.
Can I use more than one discount code at a time?
No, we only accept 1 discount code per transaction.
Please note that discount codes cannot be used for Collab items.
Are these made out of real/solid gold?
Any item that specifies that it is gold-plated in the description box is plated in 18k gold. Solid gold products would be far more expensive than the prices were are able to offer. We strive to balance affordability and quality.
Does HARLEM offer international shipping?
Yes, we ship worldwide!