FAQ

Frequently Asked Questions-

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. Please note every order requires a production time of at least 14 business days, even if you selected "express shipping". All items are made to order.

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. Please note a 14 day production is required on all orders.

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, for a different size, color or different style, please contact us within 7 days of delivery with your request.

Returned items are processed as a return and you will be refunded separately.
New items are processed as a new sale
We provide a return label and customers are responsible for all shipping costs.
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.

What is considered a "defect" and what is considered "damaged"

The main difference is cause and timing: a defect is a manufacturing flaw usually appearing within the first month, while damage may occur over time and results from external force, mishandling, or extensive wear after purchase. We will do our best to always offer a solution.

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?

Wipe with a damp cloth. We do not recommend any chemical jewelry cleaner
Avoid contact with harsh chemicals, oils, perfume, sunscreen directly on the jewelry
Store jewelry properly to avoid damage and kinking

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. Snake chains and Omega chains do require extra care to avoid permanent bending and kinks.

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. Repair/replacement fees may apply. Customers are responsible for all shipping costs.

Types of repairs we offer:

ring resizing- $80-$150
broken or loose link in a necklace or bracelet- TBD ( email us photos of the damage to access)

What is considered a "defect" and what is considered "damaged"

The main difference is cause and timing: a defect is a manufacturing flaw usually appearing within the first month, while damage occurs over time and results from external force, mishandling, improper care, exposure to chemicals or oils or extensive wear without proper care and maintenance. We will do our best to always offer a solution.

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.