Can I cancel an order after placing it?

Orders may be cancelled within 24 hours. Once production or shipping begins, orders cannot be cancelled. Custom orders cannot be cancelled once approved.

Frequently Asked Questions

Q: How long can I expect delivery to take?

All items are made to order. Standard production takes up to 14 business days. Custom design orders may take up to 4 weeks. Shipping time begins after production is complete.

Q: Do you offer international shipping?

Yes. International shipping is available. Shipping costs populate at checkout and additional duties may apply.

Find answers to common questions about ordering, production timelines, shipping, returns, custom designs, and care for Kate Collins Jewelry.

Ordering & Production

How long can I expect delivery to take?

All items on our website are made to order.

Standard production time: up to 14 business days
Custom design orders: up to 4 weeks

Production time is separate from shipping time. Delivery estimates begin once production is complete.

Shipping & Delivery

What are my shipping options?

All orders ship from New York via UPS with insurance included.

Standard Ground: 5 to 8 business days after production
NYC and NJ: may arrive within 3 to 5 business days after production
Expedited Express: 2 to 3 business days after production

Delivery times may be affected by inclement weather or holiday congestion. If you need an order rushed, please email info@katecollinsjewelry.com. An expedited fee will apply.

How do I calculate shipping?

Shipping fees are calculated automatically at checkout. Ground and Expedited Express options are available.

Do you offer international shipping?

Yes. International shipping is available. Select your country at checkout and shipping costs will populate automatically. Additional duties or taxes may apply and are the responsibility of the customer.

Order Status & Changes

How can I check the status of my order?

Once your order is placed, you will receive a confirmation email. If you need assistance, contact info@katecollinsjewelry.com.

Can I cancel or change an order after placing it?

Orders may be cancelled within 24 hours of purchase by emailing us.

Cancellations after 24 hours may incur a restocking fee
Orders cannot be cancelled once production or shipping has begun

Custom orders cannot be cancelled once approved and a deposit has been paid.

Returns & Exchanges

What is your return policy?

Please refer to our Return Policy page for full details.

What is your exchange policy?

If you would like to exchange an item, please contact us within 7 days of delivery.

Returned items are processed as a return
New items are processed as a new sale
Customers are responsible for return shipping
We cover shipping for the exchanged item

Any price difference will be charged or refunded accordingly.

What if my order arrives damaged?

If an item arrives damaged or defective, we will replace it and cover all related shipping costs. Please email photos of the item, packaging, and your order number.

Payments & Taxes

What payment methods do you accept?

We accept Visa, Mastercard, Discover, American Express, Shop Pay, PayPal, Venmo, and gift cards. Gift cards can be entered in the discount code field at checkout.

What tax rate are you charging?

Orders shipping to New York City are subject to local sales tax at the current rate of 8.875 percent.

Custom Orders

Can I order a custom size?

Yes. Custom sizing is available for most styles. Please email your size request and we will confirm pricing and lead time. All custom designed items are final sale.

Gift Cards & Promotions

About our gift cards

Gift cards are available online in denominations of $100 or more. After purchase, you will receive an email with a unique code and a balance check link.

How do I use a promo code?

Enter your promo code at checkout. Promo codes cannot be combined with other discounts, may be used with gift cards, and have no cash value or refund eligibility.

Jewelry Care

How should I care for my KCJ jewelry?

Clean with warm soapy water and a soft toothbrush
Rinse thoroughly and dry with a soft cloth
Avoid harsh chemicals

Natural gemstones can crack if dropped or struck against hard surfaces. Pearls and opals require extra care. Do not use paper towels, as they may scratch the surface.

Repairs & Replacements

Do you offer repairs?

Yes. Repairs are available for KCJ jewelry purchased from our website or authorized stockists. Repair lead time is approximately 3 business weeks. Initial shipping is paid by the customer and return shipping is covered by KCJ.

Do you offer replacement parts?

Please email your request with proof of purchase. Depending on the item, a replacement fee may apply. Customers are responsible for all shipping costs.

FAQ