Customer Service
We want you to be satisfied with your purchases from this website.
Top 5 Questions
If you have placed a custom order it may take 3-4 weeks. Want more information regarding your order status? You can track your order here. Your order number will be on your confirmation email. On the rare occasion deliveries are delayed due to unforeseen circumstances, most arrive the following day.
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. Should never be worn in the shower, the pool or the ocean.
If you placed an order for a custom item shipping may take 2-5 weeks even when overnight shipping is selected. For all other orders, our current processing time is 2-3 business days (excluding weekends and holidays).
Our jewelry are hand-crafted using a variety of high quality materials, including sterling silver and brass. Exact materials associated with each style are listed on the product detail page.
All custom personalized pieces are made-to-order and final sale. The order cannot be canceled 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 orders@shopbyo.com
Orders & Shipping
Yes, We ship worldwide.
You will receive an order confirmation once your order has been shipped. This confirmation will include the tracking number for your package. You may also check the status of your order at anytime by logging in to your account page. If you have a custom order , you can track your order here.
As soon as you place your order, we start working on it immediately – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse.
USPS, DHL or UPS
Custom items and other personalized pieces spend 1-4 weeks in production. You can check your Order Confirmation Email or the product page to see the exact production time for the item you ordered.
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us here.
To help us get this fixed for you ASAP, when you first contact us please include the following information;
-Your name
-Order number
-Product name
-Picture of the fault
-Description of the fault (The product name and code can be found on your order confirmation email).
If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.
All custom items may take 1-5 week depending on the style. For all non custom 2-3 business days excluding holidays and weekends.
Returns and Refunds
Unfortunately, we currently do not accept any returns or exchanges on custom jewelry. Our shipping department double checks every product and carefully packs every order to make sure you receive your order in the best condition.
To exchange an item simply contact our customer service team within 48hrs , once exchange is approved you must send back the item/s within 7 calendar days after the item has been delivered.
-Exchanges can be made for another item/s, and always the option to receive a store credit in accordance with the below terms:
-Merchandise must have original tags attached, be unwashed, unworn, and without damages. When the returned item is received, the new item will be shipped
-Return shipping labels are not provided, except defective item/s. If the original order received free shipping, a shipping charge will be incurred on the exchanged items and the invoice will be sent to you via email prior to shipment from our location.
Please Note: Notification must be made within 48 hours after the delivery of your package if there are any manufacturer defects and/or an item was received broken. If notification is made pass this time, the exchange request will be denied.
All Custom Items,Panties, Bodysuits and Swimwear are final sale.
Clearance, Last Call, Sale Event Items and Accessories. Black Friday, Cyber Monday or Any Type Of Sales / Promotions are Final Sale as they are all red ticketed products.
No refunds are given for online or in-store purchases. Only store credit and exchanges are allowed.
Payment and Promotions
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.
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 contact your bank directly.
We accept PayPal and the following credit cards: Visa, Master Card, American Express and Apple Pay.
We often have promos running on our website, please remember to apply the promo when at the checkout and to enter any promo code exactly as displayed on the website. Regrettably, we are not able to apply/add promo codes once the order is placed.
In general, promotion codes cannot be used on gift cards and discounted products. Personalized and sale items are often excluded from promotions as well.
Size Guide
Yes! Each item has a size chart. Please ensure you look at each size chart before ordering because some items may run smaller than others.
customer service contact
Our friendly and knowledgeable customer services reps are available to answer your questions Mon- Friday 10am-6pm. To contact our customer service team click here. orders@shopbyo.com