FAQs - TheUrbanJewels.com

Order Inquiries:

**NOTE: The standard production time for personalized items is 2-3 weeks from the date the order is placed.

To look for your order status, you will be asked to enter your order number and your email address. This status will provide the timeframe remaining for your order to ship. Please allow 3 to 7 business days for delivery. To learn about the status of your order please Click Here

Q: How long does it take to produce my order?

The Urban Jewels strives to provide our customers with great service, in a timely manner. Due to the nature of your personalized item, an order may take up to 3 weeks from the date the order is placed; to hand craft and send your item. Please allow 3-7 business days for delivery after the order ships.

Q: Can I change, cancel or return my order?

All sales are final. Once placed, your order is immediately sent to our production facilities. Due to the nature of personalized items, we cannot accept returns. There is a 24 hour time frame for special requests or modifications. Changes to personalized orders cannot be accepted after 24 hours. Please send your request within 24 hours to the email support@theurbanjewels.com

Q: How can I clear my shopping cart?

First click on the Shopping Cart icon located in the top right side of the page, then click on the "Clear Cart" button located on the right side below the Checkout button.

Shipping:

Q: Shipping and Handling Costs

In addition to delivering the product to our customers, these costs include the handling of the products between the artisans that adorn your customization, and our distribution center. As a result, there is a shipping and handling fee for each item.

We can consider shipping discounts for bulk orders; however, the request must be done prior to submitting the order.

Keep in mind all sales are final, and once your order has been confirmed and placed, we cannot proceed with any changes or cancellations, since they are sent into a production process. *Orders can take 2-3 weeks to produce before being shipped.

The Urban Jewels reserves the right to ship orders combined or individually.

Q: Shipping Services and Carriers

Regular and First Class shipping are shipped through USPS. Expedited and bulk order requests are shipped through UPS.

Please note, expedited shipping does not include expedited production, since the product has to go through standard manufacturing.

An email confirmation with your tracking number will be emailed once your item has shipped.

Jewelry Inquiries:

Q: Wear and Tear

We are not responsible for improper use or care of your items. Please keep in mind environmental factors, pH balance, natural oils, chemicals (found in soaps, lotions, and sprays), can affect your items finish and durability.

*For longer lasting durability, we recommend our precious metals of sterling silver and gold.

Q: Manufacturer Errors

If there was a manufacturing error, we can repair or remake your item at no additional cost to the customer. Please contact customer service and send us a picture of the piece, displaying the error, and we will guide you through the repair or exchange process.*The Urban Jewels reserves the right to decide whether a return is necessary when processing an exchange*. If a picture cannot be provided of our error, we will not proceed with the exchange. Customers have up to 30 days to claim a manufacturer error. After 30 days, there is a $15.00 repair fee to repair or reproduce your item.

Please send the image to our email address support@theurbanjewels.com

I received an email from The Urban Jewels because my order is on hold:

There can be several reasons why your payment could not be processed including, but not limited to:

• Billing address does not match bank records

• Bank system failure

• Insufficient funds available

To process your payment, please follow this link: https://www.theurbanjewels.com/

Enter your total order amount by selecting the dollar and cents to pay.

Once you have checked-out and paid the amount due, please send us an email with the confirmation number, in order to finalize your order. Send the confirmation to: support@theurbanjewels.com

**NOTE: Failure to providing confirmation of your payment will keep your order in a delayed status.

Q: I received an email about my order on hold because of my address

We received notification from the US postal service that your address is incorrect or incomplete. Reasons may include, but are not limited to:

• Missing Apt / Suite / Unit number

• Insufficient or additional characters

• Invalid zip code

Check and confirm spaces, characters and/or abbreviations. Please respond to our email address support@theurbanjewels.com, confirming the address provided and any corrections in order to proceed with your order.

**NOTE: Failure to providing an address update will keep your order in a delayed status.

Q: I received an email about my order on hold because it's missing the personalization or image

It appears we never received your personalization! In order to proceed with your order, we require your personalization information. Please respond to our email address support@theurbanjewels.com, submitting the personalization or image, in order to proceed with your order.

**NOTE: Failure to providing the personalization will keep your order in a delayed status.

We wouldn't want to keep you waiting for an answer to your question, so please review our FAQ's above before contacting us!

If you could not find an answer to your inquiry, leave us a voicemail on our customer service voicemail line at +1 (347)-826-1113 or click here to send us a message. Please include your order number, name, and contact details and it would be a pleasure to assist you!

Thank you for choosing The Urban Jewels!