FAQ

How do I place an order on-line?

Browse through our products by clicking on each image. When you see an item you are interested in purchasing, simply click on the "Add to cart" button to add this item to your shopping cart. You may view your cart at any time on the right hand side of your screen to review your entire order. Proceed through check-out as directed.

If you experience any difficulties, please send any inquiries to info@katecollinsjewelry.com or call us at (917) 703-0144.

How long can I expect delivery to take?

Your order will be filled as promptly as possible (please allow between 3-5 business days for most orders). We will notify you as soon as possible of any delays.

What are my shipping options?

All KCJ orders are shipped USPS that can take 5 -10 business days.

How do I calculate shipping?

All shipping charges are calculated in the shopping cart according to weight.

How can I check the status of my order?

Once the order has been placed, we will send you a confirmation email. If you wish to check on the status of your order, you can call us at (917) 703-0144 from 9 a.m. - 5 p.m. EST, or email us at info@katecollinsjewelry.com. We will respond within 24 hours.

What payment methods do you accept?

We accept Visa, Mastercard, and Discover, American Express

What tax rate are you charging?

If you live in, or ship your order to STATE, we are required to charge you local tax on your purchase at the current rate of X.XX%.

How will I know that my order was accepted?

Once the order has been processed, a confirmation email will be sent to you.

How do I place an order off-line?

To place an order off-line, please make note of the item number and description of each item you wish to purchase. Then, call (917) 703-0144 to speak to one of our customer service representatives.

What is your return policy?

All Kate Collins Jewelry merchandise purchased online must be returned directly to katecollinsjewelry.com and not to any retail stores. We are unable to accept any returns for items bought in a retail store or on another website.

We are happy to honor any exchanges/returns as long as:

*The item being exchanged/returned is in new condition and accompanied by the original invoice.

*The new item you wish to exchange for is of equal or greater value than the item being returned.

*Your exchange/return request must be made within 7 days of receipt.

Kate Collins Jewelry wants you to be completely satisfied with your online purchases. If for any reason you are not, please email our customer service department at info@katecollinsjewelry.com or call (917) 703-0144 to obtain a Return Authorization Number. In order to issue your Return Authorization Number, we will need the following information:

Your email, contact information and/or fax.
The item number & description of the merchandise being returned/exchanged.
The original invoice number (found at the top of your receipt).

Your Return Authorization Number and the address of where to return the item(s) will be issued via email. (Or by phone if necessary)

Please write this number on your invoice and the outside of the box.

All items must be unused and returned in the same condition as sent. Once we have approved and received your return, we will process your exchange/refund within 7 business days.

How should I ship my return?

You may ship your return as soon as you have received your Return Authorization Number (see above). For your protection, please send all returns via a traceable carrier and in a well-padded box or envelope. We cannot be responsible for returns that are lost or damaged during return shipping. All costs related to return shipping are paid by the customer.

What if the merchandise I ordered arrived damaged during shipping?

In cases where merchandise arrives damaged or defective, we will gladly replace the item and take care of all additional shipping charges related to the return. Please contact us within 7 days of receiving the damaged package. Make sure to obtain your Return Authorization Number by emailing our customer service department at info@katecollinsjewelry.com, or calling (917) 703-0144. We will not be able to process any returns/replacements without this number.

How do I place a new order in an exchange?

Once you receive your return authorization number and exchange credit amount, please return the item along with a note detailing the exchange. Your replacement item(s) will be processed upon receipt.

After we receive your exchange, an email will be sent out to confirm your order and the new balance or credit due. This will include any price difference between the exchanged items, possible taxes and shipping costs. The balance or credit will be issued in the same form it was received.

Your exchange will not be shipped until we have received full payment for this balance.

How to care for your jewelry

Most jewelry can be cleaned using a soft toothbrush and warm soapy water. Make sure to rinse well and dry completely with a soft cloth. Natural gemstones can be fragile and we recommend avoiding using harsh chemicals when wearing your jewelry. Take extra precaution with pearls and opals, as they are more fragile than other gemstones. Do not use paper towels to clean your gemstones as they can cause scratching.