Customer Service
We want you to be satisfied with your purchases from this website.
Top 5 Questions
If you placed a custom order, please note that it may take 3–4 weeks to complete, depending on the style.
Want more information about your order status? You can track your order here. Your order number can be found in your confirmation email.
On rare occasions, deliveries may be delayed due to unforeseen circumstances, but most orders arrive the following day.
To keep your jewelry looking its best, give it occasional breaks and store it neatly when not in use. Avoid contact with moisture and liquid cosmetics such as lotion, sunscreen, and perfume. Jewelry should never be worn in the shower, pool, or ocean.
If you placed an order for a custom item, please note that shipping may take 2–5 weeks, even if overnight shipping is selected.
For all other orders, our current processing time is 2–3 business days (excluding weekends and holidays).
Our jewelry is hand-crafted using a variety of high-quality materials, including sterling silver and brass. The exact materials for each style are listed on its product detail page.
All custom personalized pieces are made-to-order and are final sale — they cannot be canceled, altered, or returned once the order is submitted. You will be charged at the time you place your order.
Production times vary from 1–4 weeks; you can find the estimated production time on each product’s page. Please note, we reserve the right to decline any custom jewelry requests containing profane language or inappropriate content.
If you have any questions about your custom piece, please email us at orders@shopbyo.com.
Orders & Shipping
Yes, We ship worldwide.
Once your order has shipped, you will receive a confirmation email that includes your tracking number. You can also check your order status anytime by logging into your account page.You can track your order here.
As soon as you place your order, we begin processing it immediately to get it to you as fast as possible. Unfortunately, this means we are unable to make any changes or cancellations once the order is submitted.
We ship orders via USPS, DHL, or UPS depending on the destination and shipping method selected.
Custom and personalized items typically spend 1–4 weeks in production. You can find the exact production time for your item in your Order Confirmation Email or on the product page.
We’re sorry to hear your item isn’t in perfect condition. To help us resolve this quickly, please visit our our Contact Us page.
When you first reach out, please include:
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Your name
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Order number
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Product name
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A clear picture of the fault
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A description of the issue
(Note: Product name and code are in your order confirmation email.)
If you contact us via the ‘Contact Us’ form, please have the image of the faulty item ready, as you won’t be able to attach it initially but can send it after we reply.
Custom items may take 4–5 weeks to ship, depending on the style. For all non-custom orders, the processing time is typically 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