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Store Policies


SHIPPING & HANDLING:
Most all True By Kristy jewelry is handmade on demand. Please allow up to 10 business days for production, after which you should receive an email or text notification that your order has been shipped. Once an order has been shipped, it may take up to 7 business days, excluding weekends and holidays, for delivery depending upon your location. If an item is on backorder, we will notify you upon receipt of your order. 


My package is missing, what should I do? 

Once the item is packaged, shipped and in the shipping carrier's hands, we are no longer responsible for lost packages, missed deliveries, or undeliverable addresses. Please contact the shipping provider with any shipping concerns. 

If your tracking information shows your package was ‘delivered’, however you cannot locate it, please verify your shipping address is correct. Check to see if someone else accepted the delivery for you. Please wait 2-3 business days, as packages are sometimes marked delivered days before their actual arrival. If the package still has not arrived, please contact the shipping provider with your tracking information. 

True By Kristy is not liable for any lost or stolen goods, no exceptions. 

If your package was ‘Returned to Sender’ for any reason, you will be responsible for the shipping fee to re-ship the item.

RETURNS & EXCHANGES: 

RETURNS: All items are quality controlled before being shipped to customers. If you’d like to process a return please send an email to info@truebykristy.com so that we can approve and provide you with return instructions. Items must be returned with tags attached, and in original and resalable condition. Returns must be received within 14 days of the delivery date. All earrings are Final Sale, no repairs or returns. Final sale items and custom orders are not eligible for returns, exchanges or repairs. Customer is responsible for return shipping fees. 

REFUNDS: All refunds will be credited in the original form of payment for the original amount paid minus $4.95 return shipping fee. Please allow at least one billing cycle for the credit to post to your account. 

REPAIRS: True By Kristy will repair damaged items returned with all pieces included within 30 days of the delivery date. If an item is irreparable for any reason due to product and/or material discontinuation, product unavailability or manufacturer price changes, a store credit will be issued for the original amount paid. Customer is responsible for shipping fees for repair orders. 

Custom orders are not eligible for returns, exchanges or repairs.  

All earrings are Final Sale, no repairs or returns.

All sales are final after 30 days from the delivery date.

GIFTS: Gifts received can be returned for a one-time exchange of equal or lesser value for up to 30 days from the delivery date. Proof of purchase is required.

SALE ITEMS: Sale items may not be returned, exchanged or credited in any way. All discounted sale items are final sale. 

Please note: return shipping fee will be the buyer’s responsibility however, True By Kristy will take care of the shipping cost on all exchanges. 

Returned packages must be approved via email first. Please email us to request a return.

PRODUCT AVAILABILITY:

True By Kristy reserves the right to make adjustments to pricing, product(s) and service offerings for reasons including, but not limited to; changing market conditions, product and/or material discontinuation, product unavailability, manufacturer price changes, supplier price changes and errors in advertisements.

NATURAL PRODUCT DISCLOSURE:

Natural products are especially prone to color variances. Due to monitor settings, monitor pixel definitions, limitations of desktop scanners, digital photography and dye lot variations, we cannot guarantee that the colors you see on your screen are an exact color of the product. We strive to make our colors as accurate as possible, but screen images should not be regarded as absolutely correct. All colors are approximations of actual colors of the product. We cannot be responsible for dye lot variations. If you are choosing a natural product, you must accept that no two pieces are alike and may vary. Since our products are made from natural materials, the color and pattern can vary a great deal from a sample to the actual piece ordered.

 

JEWELRY CARE:

TRUE BY KRISTY DOES NOT USE SOLID GOLD. WE USE HIGH QUALITY 14K GOLD FILLED, STERLING SILVER, AND SEMI-PRECIOUS GEMSTONES. METALS MAY DISCOLOR OR DARKEN WITH NORMAL WEAR DEPENDING ON YOUR SKIN’S NATURAL CHEMISTRY. TRUE BY KRISTY WILL NOT REPLACE OR REPAIR DISCOLORED, DIRTY, OR DARKENED ITEMS, NO EXCEPTIONS. GENTLY WIPE THE METAL SURFACE WITH A SOFT CLOTH TO CLEAN.

Follow these steps to help keep your jewelry looking its best:

  • Always remove your jewelry before bed as it can snag on towels, sheets and blankets causing it to break.
  • Always remove your jewelry before swimming, bathing, cleaning or working with abrasives of any kind.
  • Apply beauty products such as perfume, cologne, hairspray, lotion or deodorant before wearing your jewelry as certain chemicals in these products may damage the finish and allow to dry. 
  • Do not bang, rub or drag jewelry on furniture, walls, tables, flooring or other hard surfaces.
  • If your jewelry requires cleaning, use a mild soap, water and a soft cloth. Rinse with clean water and pat dry.
  • Use a soft brush, if necessary.
  • Never use jewelry cleaner. Jewelry cleaners are too harsh and may contain abrasives. 
  • Use a polishing cloth for precious pieces.
  • Dry jewelry completely before storing.


Return Policy updated September 23, 2022. By making a purchase via www.truebykristy.com you agree to this return policy.