FAQ
How long can I expect delivery to take?
All items on our website are made to order. Please allow up to 7-10 business days for production. All custom design orders can take up to 4 weeks.
What are my shipping options?
All KCJ orders are shipped from New York via UPS Standard Ground service with insurance included on the value of the contents. Delivery time takes 5-7 business days (after production period as items are made to order) If you are located in the greater NYC area or NJ, your order may arrive within 3-5 business days. Estimated delivery times may change due to inclement weather and holiday congestion. If you need an order to be rushed please email us at info@katecollinsjewelry.com with your request. An expedited fee will be applied.
How do I calculate shipping?
*Free ground shipping on all orders apply only to the USA/domestic locations. International and Canada shipping fees will be calculated at checkout.
Do you offer international shipping?
Yes we do! You can select your country when checking out. Shipping cost will automatically populate. Additional duties may apply
How can I check the status of my order?
Once the order has been placed, we will send you a confirmation email. If you need to cancel an order, please email us at info@katecollinsjewelry within 24hrs. If an order is cancelled outside of the 24hr window, a restocking fee may apply. Once an order has been shipped we can no longer cancel the order.
Can I cancel an order once its been placed?
You can email us right away if you notice there is an error in the address or contact information. Once you receive the order and decide you would like to return, please follow our return/refund policy for instructions. Return ship fees are paid for by the buyer.
What payment methods do you accept?
We accept Visa, Mastercard, Discover, American Express, Shop Pay, Paypal and Venmo. A gift card can be entered in the "discount code" box and click apply. Any remaining balance can be paid with the options noted. If that balance is at $0 you can continue proceeding to checkout to complete your order.
What tax rate are you charging?
If you live in, or ship your order to NYC we are required to charge you local tax on your purchase at the current rate of 8.875%.
How will I know that my order was accepted?
Once the order has been processed, a confirmation email will be sent to you. If you need to cancel an order, please email us within 24hrs. If an order is cancelled outside of the 24hr window, a restocking fee may apply. Once an order has been shipped we can no longer cancel the order.
Can I order something in a "custom size"?
Yes, custom sizes are available in most styles. Please email us with your size request and we will let you know price and lead time. All "custom sized" items are final sale. Email: info@katecollinsjewelry.com
What is your return policy?
Please refer to our Return Policy page
What is your exchange policy?
If you decide a piece of jewelry you ordered is not for you and prefer a different style, please contact us at info@katecollinsjewelryr.com within 7 days of receiving the item. The returned item will be processed as a return and we will process the new "exchanged" item as a new sale. The remaining balance will be paid for by the customer. If the exchanged item is less in value than the previous item you will be refunded the difference. The customer is responsible for the return ship fee and we will cover the outgoing ship fee for the new item.
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 right away and email any photos of the damaged item, including photos of the packaging and box if there is any visible damage from the outside.
About our Gift Cards
You may purchase a gift card online in any denomination above $50. After purchasing your gift card, an email will be sent to the email address provided which includes a unique code and a link to check the balance. The value can be redeemed by entering the gift card code in the "discount box" during checkout. Any additional balance owed can be paid via Credit Card or Paypal. Any issues with a gift card please email us at info@katecollinsjewelry.com
How do I use my promo code
Enter your promo code at checkout. Once your discount populates you can continue the checkout process and enter your credit card. Please note promo codes cannot be combined with any other discounts. You can use your promo code with a gift card. Promo codes hold no value and cannot be refunded if you make a return or exchange.
How to care for your KCJ 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. Natural gemstones are also fragile against hard, solid surfaces. Much more sturdy than glass but when dropped at a distance or hit on a hard surface, it may crack.
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.
Do you offer repairs?
Yes, we can repair any KCJ jewelry that has been purchased directly from our website or from authorized retail partner. Please contact us via email at info@katecollinsjewelry.com with your repair request and provide photos of the broken piece and a copy of your receipt or order number. Our jewelry is made to last but occasionally with styles such as beaded items, they may become loose. That is normal with daily wear over time and a repair fee may be applicable. Initial ship costs will be paid for by the customer and we will ship back repairs free of ship charge. Any additional insurance or expedited service will be paid for by the customer. We are not responsible for any lost or stolen items. All repair inquiries will be at our discretion.
Do you offer replacement parts?
Please contact us via email at info@katecollinsjewelry.com with your issue, replacement part request and proof of purchase. Depending on the item and reason for replacement, a fee may be applicable. The customer is responsible for all shipping fees. Any additional insurance or expedited service will be paid for by the customer. We are not responsible for any lost or stolen items.