FREQUENTLY ASKED QUESTIONS

HOW DOES THE LIFE TIME GUARANTEE WORK?

GLD is committed to providing the highest standard of jewelry – which is why we offer a Lifetime Guarantee for all purchases of Gold Plated/Vermeil jewelry. If your product is damaged, it fades or stops working under normal wear, this guarantee entitles you to a one-time replacement for the piece. If for any reason we no longer carry the item, you are permitted to exchange your piece for another of equal or lesser value. This Warranty is voided on any user damage issues (i.e: scratches, accidental breakage, water damage, etc.). A Shipping and Handling fee of $19.99 will be charged for all Warranty Replacements.

All Customized Jewelry is guaranteed under our 30-Day Quality Guarantee. This policy entitles you to a free, one-time repair of your piece in the event that you experience any defects in craftsmanship or breakage due to manufacturing defects. This guarantee will be voided immediately in the event that user damage is detected (ie: water damage, accidental breakage, missing stones, etc.). Once the 30-day guarantee has expired, a $99 USD Repair Fee will be charged for all future repairable product issues.

*Lifetime Warranty does not replace lost or stolen items*

HOW LONG IS THE SHIPPING PROCESS?

Tracking and Insurance

All orders will receive full tracking information via email and/or SMS text. Please allow 1-2 business days for your order to be processed.

GLD is not liable for missing or lost packages once tracking shows delivered. Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it’s been delivered, please check with your mailman, neighbors or building manager/mail room, before contacting us. If you are still unable to locate the package, please reach out to us and we will file a claim. Based on the outcome of the claim, we may or may not be able to replace your order.

Hold at location is available at UPS.com / UPS My Choice App with your tracking information if you will not be home for delivery on expedited services.

Domestic:

Standard Economy:

GLD ships UPS Ground and/or USPS Mail services are used for standard shipping. These services are offered for FREE on orders $99 or more at check out. Please allow 5-10 business days for delivery (6-10 days for AK, HI, and U.S. Territories). PO box addresses are allowed.

Expedited & Overnight:

Expedited shipping services are available at checkout for most items and locations. Delivery will be made by UPS Ground or UPS Express during business days depending on delivery location. Orders placed on/before 3:00 PM EST MondayFriday will be shipped out that same day. Saturdays-Sundays and holidays are not considered business days. We cannot deliver to domestic PO boxes with expedited services unless the physical address of the PO boxes is stated on shipping address.

Military APO/AFO:

Military and diplomatic addresses ship for FREE via USPS Mail. Please allow 2-3 weeks for delivery. Orders to military and diplomatic addresses are limited to $300 USD due to USPS insurance policies.

 

International:

Availability:

GLD Shop ships to over 220+ countries worldwide!

Standard Economy:

UPS international Ground (Canada/Mexico) and/or post services are used for international economy shipping. This service is offered for FREE on orders that meet a minimum of $125 USD.

Expedited:

International expedited services are available at check out for most items and locations. Delivery will be made by UPS Express during business days. Orders placed on/before 3:00 PM EST MondayFriday will be shipped the same day. Saturdays-Sundays and holidays are not considered business days.

 **All orders $249 USD or above will be shipped w/ signature required service.

I DIDN'T RECEIVE MY PACKAGE, BUT MY TRACKING NUMBER SAYS IT WAS DELIVERED?

GLD is not liable for missing or lost packages once tracking shows delivered. Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it’s been delivered, please check with your mailman, neighbors or building manager/mail room, before contacting us. If you are still unable to locate the package, please reach out to us and we will file a claim. Based on the outcome of the claim, we may or may not be able to replace your order.

IS THE JEWERY MADE WITH REAL GOLD/SILVER/RHODIUM?

GLD is not liable for missing or lost packages once tracking shows delivered. Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it’s been delivered, please check with your mailman, neighbors or building manager/mail room, before contacting us. If you are still unable to locate the package, please reach out to us and we will file a claim. Based on the outcome of the claim, we may or may not be able to replace your order.

 

WHAT IS THE RETURN/EXCHANGE POLICY?

GLD accepts returns/exchanges within 14 days of the date your item was delivered. If you would like to return/exchange any item(s), an authorization form is required. To obtain an Authorization Form, please contact customer support via email support@thegldshop.com, or via our customer support chat line.

Warranties are only honored with warranty cards. 

Exchanges/Refunds are only accepted with packing slip (Do not discard Packing list). 

SOLID GOLD:

Solid Gold items are not subject to returns, due to the fact that each piece is made to order. Solid Gold items are subject to repair only at a fee of $99. Please contact our customer support to receive the Authorization Form. Apparel is returnable within 14 days of purchase, if it is in unworn condition with the tags attached. 

CUSTOMIZED JEWELRY:

There are NO returns/exchanges on GLD’s Customized Necklaces. All Customized Jewelry is guaranteed under our 30-Day Quality Guarantee. This policy entitles you to a free, one-time repair of your piece in the event that you experience any defects in craftsmanship or breakage due to manufacturing defects. This guarantee will be voided immediately in the event that user damage is detected (ie: water damage, accidental breakage, missing stones, etc.). Once the 30-day guarantee has expired, a $99 USD Repair Fee will be charged for all future repairable product issues. On Custom Script Pendant (only), If you would like to make an exchange for a different chain length, there is a 49 USD handling fee. Once any of our custom piece goes into production, there can be NO cancellations.

  
*Shipping paid on Returned Items is non-refundable.*

*GLD will reimburse or pay for return shipping only in the event that we have erred. For example: if GLD were to send you the incorrect piece of jewelry, or article of clothing.*

HOW SHOULD I STORE/PROTECT MY JEWELRY

Jewelry should be kept dry. If your jewelry is not used frequently, keep it stored in the provided dust bag. Good storage boxes are lined with tarnish-proof fabric and have a separate space for each individual piece. If your climate is humid, place a small packet of desiccant crystals inside your storage area. Avoid storing the jewelry with rubber products. Always remove your jewelry when applying colognes, perfumes or other chemical products.

Chlorine, especially at elevated temperatures, can permanently damage or discolor your gold jewelry. Gently clean your gold or vermeil jewelry with a soft polishing cloth. Be sure not to over-polish jewelry, especially vermeil, because it can damage the finish.

WHAT IS VERMEIL

Vermeil is a term used to describe high-quality jewelry that must meet the following standards:

1.) The base metal is .925 Sterling Silver (no brass, copper, nickel, or tungsten)

2.) The gold karat must be at least 12K. We utilize 18K and 14K, depending on the piece.

3.) The gold must be at least 2.5 microns thick. This is much thicker than electroplating or typical gold dipped jewelry and will outlast typical gold plated items.

*All Vermeil items are a 925 sterling silver base, except Franco and Tennis chains which are made of a stainless steel base due to the chain style.*

IF I HAVE ADDITIONAL QUESTIONS NOT FOUND IN THE FAQ WHERE CAN I ASK THEM?

If we are unable to answer your question, please visit the contact us tab and provide us with the question and how we can assist you.  We will respond to the request within 24 hours during regular business hours. You may reach out to us directly at support@thegldshop.store, be sure to include your name, order number, and any other important information that will allow us to better serve your request.