Frequently Asked Questions
WHEN WILL MY ORDER SHIP?
We process and ship orders from our New Jersey warehouse Monday through Friday. Orders with standard shipping are usually fulfilled and shipped within 2-3 business days (M-F) of purchase, unless otherwise noted. Shipping time for custom/handmade pieces may take longer, details of which can be found in the product description. When your order ships, we will email you a shipping confirmation with tracking information. Please check your spam folder if you did not receive the shipping email. Additionally, you can find the tracking number by clicking "My Account" and then "My Orders."
HOW WILL MY JEWELRY ARRIVE?
Your Jewelry will arrive individually wrapped and sealed to ensure they safely get to you. We recommend a jewelry organizer for storage, and a pouch for travel. You can purchase Golden NYC pouches in the shopping bag at checkout. Made-to-order personalized items, such as monograms and nameplates, include a complimentary travel pouch.
WHAT ARE VAULT POINTS?
Vault Points are just our way of saying thank you! You earn one Vault Point for every dollar you spend with us, and you can use those points on future orders. It’s super easy to earn points, and 10 points = $1 to spend on more sparkle. Vault Points are one-time use and non-refundable, so find something you love!
HOW CAN I USE MY VAULT POINTS?
To apply Vault Points to your order, first make sure you are signed into your account. While viewing your shopping cart, there will be a gray box on the right-hand side that says "Using Vault Points?" After you click into the box, you can choose to apply the maximum amount of points available (on the left), or just apply some of the points to your order (on the right). Please note, vault points are one time use. Additionally, if you return an order, the vault points earned on that order will be deducted from your account.
I LOVE YOUR COMPANY! HOW CAN I WORK WITH YOU?
We love working with a huge range of unique personalities and brands and do so through a wide variety of programs, including Guest Bartender. If you are interested in working with us as a brand or personality partner, please reach out to firstname.lastname@example.org. (Note: If you are an active blogger, please reach out to email@example.com with all inquiries).
WHAT INFORMATION DO I NEED TO KNOW BEFORE ORDERING A CUSTOM PERSONALIZED PIECE?
All custom personalized pieces are made-to-order and final sale. The order cannot be cancelled or altered after submitted, and it cannot be returned. You will be charged at the time the order is placed. Production times vary from 1-4 weeks; you can find an item's production time on its product page. Products are created at our discretion, and we will not produce any jewelry containing profane language. If you have questions about your custom piece, please email firstname.lastname@example.org.
WHAT IS YOUR JEWELRY MADE OF?
Our Jewlery are hand-crafted using a variety of high quality materials, including semi-precious stone, glass, resin, 18K gold, sterling silver and brass. Exact materials associated with each style are listed on their product detail page.
HOW SHOULD I CARE FOR MY JEWELRY?
To keep your jewelry at their best, please give them occasional breaks and store neatly when not in use. Avoid contact with moisture and liquid cosmetics; this includes lotion, sunscreen, and perfume. Jewelry that are not solid gold should never be worn in the shower, the pool or the ocean. Also pack your jewelry carefully for travel, we recommend always storing them in your carry-on luggage.
WHO DO I CONTACT FOR PRESS INQUIRIES?
For all press inquiries email email@example.com.
Our 18K Guarantee: The Everyday Fine collection is hand-crafted using superior 18K gold that stands up to wear, tear, and tarnish better than many wildly expensive brands. What makes us so sure? We “test-wore” the collection for a year; traveled to 9 countries, 186 meetings, and 3 festivals (or was it 4?). If you’re not completely thrilled with your Everyday Fine purchase, contact our SWAT team at firstname.lastname@example.org for assistance. All Everyday Fine items come complete with a luxe black pouch for storage to keep your jewelry safe from the elements when not in use. To keep your Everyday Fine item at its best, please avoid contact with any moisture and liquid cosmetics, and do not wear in the shower.
If your jewelry is less than perfect upon arrival, we want to know! Send a photo to email@example.com, and our SWAT Team will get back to you with a solution. We’re here to help Monday - Friday, 9am - 6pm (EST). We aim to respond within 4 business hours. Additionally, you can always send it back for a full refund using our pre-paid return label.
All of our jewelry are hypoallergenic and certified Nickel-free, Lead-free, Cadmium-free, and Phthalates-free. We proudly test every single style, to ensure they all meet our rigorous standards.
THROUGH WHAT CARRIER DO YOUR ORDERS SHIP?
All U.S. orders are shipped via UPS Mail Innovations, USPS, UPS Ground or Air.
DO YOU SHIP INTERNATIONALLY?
Yes, to select countries. Click HERE to see our International Order policy. Prices displayed on the website are in US dollars, and are exclusive of shipping and taxes. All relevant import taxes and duties will be included in the final purchase price.
Additionally, we offer secure one-step checkout via credit card and Paypal for international orders. If your billing address is located in a country that we do not ship to, PayPal will be the only option at checkout.
I ORDERED A MONOGRAM AND I'M STILL WAITING ON IT. WHEN WILL IT SHIP?
Monograms and other personalized pieces spend 1-5 weeks in production (you can check your invoice or the product page to see the production times.)
I JUST RECEIVED MY ORDER, BUT I’D LIKE TO RETURN PART OF IT. DO YOU ACCEPT RETURNS?
Of course! We love experimenting with jewelry and understand that you might occasionally change your mind. You can send most unworn jewelry back within 30-days of the ship date for a full refund or credit. All tags must be attached. Please include your original invoice with your return, and note the reason for return. Without order information, we are unable to process your return. Additionally, if you received a free gift with purchase, please make sure to send it back with the return or the retail value of the gift will be deducted from your refund. Please note: Personalized styles and Final Sale items cannot be returned. We do not offer free return shipping for international orders. Click HERE to see our International Return policy.
HOW CAN I SHIP MY RETURN BACK TO GOLDEN NYC JEWELRY?
Your package includes a pre-paid USPS return label so you can easily send us your purchase. If you did not receive the label, you can email firstname.lastname@example.org.We are NOT responsible for lost return packages, and recommend you insure and track your package. You are also welcome to use the shipping method of your choice. We do not offer free return shipping for international orders. Please address all returns to:
GOLDEN NYC JEWELRY RETURNS
DID YOU RECEIVE MY RETURN YET?
You will receive an email notification from Golden NYC Jewelry when we process your refund. Please allow up to 20 days for your package to arrive and our Returns Department to refund your original form of payment. For more about our return policy, visit the Returns page, or reference the invoice included in your box.
WHAT IF I CAN'T FIND MY ORIGINAL INVOICE?
Please print out the order confirmation email or the order information in your account. Without this information, we will be unable to process your return.
CAN I EXCHANGE THE ITEM I JUST RECEIVED FOR A DIFFERENT PIECE ON YOUR SITE?
At this time, we cannot process exchanges. If you need a replacement for the same item, please email email@example.com.
PAYMENT & BILLING
WHAT METHODS OF PAYMENT DO YOU ACCEPT?
We accept Visa, Mastercard, Discover, American Express and PayPal.
IT LOOKS LIKE YOU CHARGED ME MULTIPLE TIMES. HELP!
Unless you received an order confirmation, we did not charge your card. If your credit card was declined, you may see pending transactions for each attempt to submit payment. The pending transaction will clear up within three to five business days, depending on your bank, and will never turn into a charge. You will always get an email confirmation when an order is successfully placed on our site. Please check your billing address before submitting the order again.
WHY WAS MY CREDIT CARD DECLINED?
Most credit cards are declined because the billing address you entered does not match the address your bank has on file. Please be sure to double check this, and if that does not work, please send us an email at firstname.lastname@example.org.
CAN I APPLY A PROMOTION CODE TO AN ORDER I ALREADY PLACED?
Unfortunately, we cannot retroactively apply promotion codes to any orders.
ARE ANY ITEMS EXCLUDED FROM PROMOTION CODES?
In general, promotion codes cannot be used on gift cards and promotional-priced products. Styles from the Personalized Shop and from the Sale are often excluded from promotions, as well. If you have questions about the exclusions or fine print, please email email@example.com.