FAQ Categories Overview
Quickly find clarity on our ethical jewelry processes, from your first order to long-term care for your slow-fashion treasures.
Shipping & Delivery
What are your shipping timelines?
Domestic orders typically arrive within 3-7 business days after processing. For international delivery, please allow 10-21 business days as we navigate global routes with care.
How are shipping rates calculated?
Shipping rates are calculated based on your order's value and location.
How can I track my order?
We partner with reliable carriers like USPS and UPS. Once your piece ships, you'll receive a tracking number via email to follow its journey to you.
Are shipping fees refundable?
Shipping fees are not refundable.
Is my order insured during shipping?
Yes, all orders are shipped to you fully insured.
What if my package is delayed or lost?
While delays are rare, we're here to help. Contact us at eyecandybyamy@gmail.com and we will work with the carrier to locate your treasure.
Returns & Circularity FAQ
Can I return or exchange my jewelry?
Unworn ready to ship jewelry in its original condition may be returned for exchange or store credit only within 7 days of purchase. You must notify us in writing if you would like to make a return. All returns must be shipped in their original packaging. Returns must be shipped insured and postmarked within 10 days of receipt of purchase. Postage and insurance fees are nonrefundable. PLEASE NOTE: We charge a 5% restocking fee for all returns.
Can I return a custom or made to order item?
No, we do not accept returns for custom orders, made to order items or any item that has been customized.
What are the condition requirements?
Items must be unworn, in original condition, and include all ethical packaging and tags. This allows us to honor the life cycle of every piece and maintain our high standards of quality.
How do I start a return?
Simply email us at eyecandybyamy@gmail.com with your order number. We will provide detailed instructions to ensure your return journey is seamless and respectful.
Refunds, store credit, or exchanges?
We offer all three. Choosing store credit helps support our slow-fashion community and circularity goals, but full refunds or exchanges are always available for standard pieces.
Who covers return shipping costs?
To reduce the environmental impact of transport, we ask customers to cover return shipping fees. We encourage mindful selections to minimize the carbon footprint of unnecessary shipping cycles.
How long do refunds take?
Once we receive and inspect your returned piece, refunds are processed within 5-7 business days. You’ll receive an email as soon as the credit returns to your original payment method.
Jewelry Care FAQ
How do I care for my jewelry?
Never expose your jewelry to cosmetics, household cleaners, or chemicals. Do not wear your jewelry during strenuous activity or while in the water.
How do I care for my pearl jewelry?
Pearls strung on knotted silk should be gently wiped with a soft dampened cloth and should never be submerged in water. Commercial jewelry cleaners should never be used on pearl jewelry. If the silk becomes distressed or frayed the item should be restrung. We offer restringing services. Please contact us for information.
Are your gemstones treated in any way?
We use natural, conflict-free gemstones that are minimally processed to honor their raw beauty. Avoid ultrasonic cleaners as they can be too harsh for some delicate stones.
How should I handle delicate chains to avoid tangling?
Always clasp your necklaces after taking them off and store them flat or hanging. This preserves the integrity of the fine links in our slow-fashion designs.
What chemicals should I keep away from my jewelry?
Perfumes, lotions, hairsprays, and harsh cleaning agents can damage precious metals and stones. Apply these products first and let them dry before putting on your jewelry.
Will recycled gold tarnish over time?
Recycled gold has the same chemical properties as newly mined gold and does not tarnish. However, surface debris can make it look dull; a quick gentle clean restores its natural radiance.
Can I get my Eye Candy jewelry professionally serviced?
We offer a refine-and-reuse program for existing customers. If your piece needs expert care or a deep restoration, email us to arrange a professional service that honors the piece's history.
Custom Pieces FAQ
How do we begin the custom design journey?
It starts with a conversation. Fill out our inquiry form or email us to share your vision, inspiration, and preferred gemstones. We then collaborate to sketch a piece that feels uniquely yours.
What is the typical timeline for a bespoke piece?
Bespoke creations require patience and precision. Generally, the process takes 6-8 weeks from the final design approval to your doorstep, depending on the complexity of the craftsmanship.
How is pricing determined for custom orders?
We champion pricing transparency. Costs include the 18k recycled gold weight, ethically sourced gemstones, and the artistry of the artisan. We provide a preliminary quote before work begins.
Can I use my own heirloom stones in a new piece?
We love honoring the history of heirloom treasures. We can reset your personal stones into a fresh design, provided they pass a durability inspection to ensure they can be safely handled.
How do you ensure ethical gemstone sourcing?
We exclusively partner with trusted suppliers who provide conflict-free diamonds and traceable colored gemstones. Every stone used in our bespoke pieces aligns with our slow-fashion values.
What happens if I'm not happy with the design mockups?
Collaboration is key. We work through two rounds of design revisions to ensure the final vision captures your heart before the physical creation process even begins.
Is it possible to rush a custom order?
Because we prioritize slow, meticulous fashion, we rarely rush bespoke commissions. However, if you have a meaningful deadline, please share it and we will see what is possible while maintaining quality.
What forms of payment do you accept for custom work?
Bespoke pieces require a 50% non-refundable deposit to secure materials and begin the craftsmanship. The balance is due once the piece is finalized and ready to be delivered to its forever home.
Other FAQ
I have jewelry not purchased from you, will you repair it?
Please contact us with your specific repair and we will see if we can help.
Do you restring pearls?
Yes, we would love to restore your pearl jewelry by restringing it. Contact us with your specific request and and to get a price quote.
Do you restring costume jewelry?
Many times, yes, we can. Please contact us to discuss further.
Can I use my own heirloom stones in a new piece?
We love honoring the history of heirloom treasures. We can reset your personal stones into a fresh design, provided they pass a durability inspection to ensure they can be safely handled.