FAQ
FAQ
WHAT IF I NEED TO CHANGE MY ORDER? Any change requests must be made within 1 business day. After 1 business day, your order is already in process of being made.
RETURN / EXCHANGE POLICY? We accept exchanges only. Exchanges are accepted on domestic orders (non-customized items only) that are postmarked back to our return address within 14 days of delivery. Customer is responsible for all associated shipping costs. Item(s) must be shipped back in original or similar box to ensure no damage to the product during shipment. Once we have received and evaluated the returned item(s) to ensure original resale condition, you will receive shop credit for the original purchase price via e-gift card. International sales are final. To initiate an exchange please email shop@derivejewelry.com within 14 days of order delivery.
DO YOU OFFER REPAIRS? Derive Jewelry will honor complimentary repairs to jewelry within 30 days of receiving your order. Beyond 30 days, repairs are available for a fee, based upon availability of materials used on original piece. Repair cost will be based on the extent of repair needed. To initiate a repair request, please email with photo attached to shop@derivejewelry.com.
I LOST AN EARRING: If you lost an earring purchased from us we are often able to create a new match for it, based on availability of materials/stones used on the original piece. Please email a photo of your single earring to shop@derivejewelry.com to inquire. Pricing for a single earring is typically half the price of a new pair. To ensure the best match possible, it is best for us to have your single earring in hand in our studio when creating its mate.
WRONG SIZE ORDERED: Exchanges are honored on non customized pieces if initiated and postmarked back within 14 business days of delivery. See exchange policy.
WHAT IS 14k GOLD FILL? 14k gold fill is a high quality yet affordable alternative to solid gold. 14k gold fill is a strictly regulated process by the federal trade commission that involves pressure bonding layers of solid gold to a core of high quality jewelers brass. Gold fill has 100x more gold than gold plated pieces which makes gold fill significantly longer lasting and more tarnish resistant than gold plated pieces.
WILL MY JEWELRY TARNISH OR TURN MY FINGER GREEN? Derive Jewelry uses 14k gold fill and sterling silver. All fine metals can tarnish in time- so it is recommended to avoid having your jewelry come in contact with harsh chemicals such as chlorine which can cause tarnish. 14k gold fill and sterling silver are not known to be the cause of turning skin green. However, your personal body chemistry and PH levels could cause oxidation in some cases. Lotions, makeup, sunscreen, body sweat and natural body oils can also be a factor if this happens with any of your jewelry.
JEWELRY CARE: We recommend to store your jewelry in a dry place. Your pieces can be cleaned using warm sudsy water and a soft cloth, as 14k gold fill and sterling silver are waterproof. You can also use polishing cloths on your jewelry to clean and shine them up.
STONES: We use a variety of natural stones and pearls and no two will be identical. Every piece is made to order which means your piece will be unique in its own way, made specifically for you and may not match the product photography photos exactly.
GIFT CARDS? Gift cards are available to purchase starting at $10- see the listing for "Gift Card". Gift cards are valid for 1 year from date of purchase and are electronic. Once purchased, the gift card is immediately emailed and can be used right away!
GIFT MESSAGE? We are happy to include a gift message for you. Simply include your message in the order notes at checkout!
WHOLESALE AVAILABILITY? If you are interested in carrying Derive Jewelry in your store, please email to shop@derivejewelry.com We currently sell our jewelry to 100+ retailers nationally and internationally.
HAVE A GENERAL QUESTION? Please email to shop@derivejewelry.com and we will respond as quickly as possible, within 48 business hours Monday-Friday.
