CUSTOMER SERVICE

 

 

 

 

 

About Our Products

If you have a question and you can't find the answer, please feel free to email us at e.noselotl@lorenstewart.com

 

 

All Loren Stewart products are either 14KT Gold, 10KT Gold and Sterling Silver (925) according to Industry Standards.  Products are stamped or have a logo with markings, unless the item is too small to stamp or if it compromises the particular design.  Please reference our product descriptions on the website which include material details regarding metals used, precious and semi-precious stones.  As members of the Jewelers Vigilance Committee, we are committed to upholding the ethics and integrity of the jewelry industry. 

Our stones come from all over the world, but Loren Stewart always tries to work with suppliers mindful of where – and under what circumstances – their stones originate. We source stones from as close to home as Arizona to as far away as Australia.  We work with lapidaries based in LA, and some of our vendors own lapidaries abroad, thus we can be assured that the stones we buy are produced with adherence to US labor standards. All diamonds entering the USA are required to pass the Kimberly Process Certification, which outlines the regulations countries must follow to ensure diamonds are mined and shipped ethically.

 

 

 

 

Order Shipping

After placing your order, you will receive an order confirmation within 48 hours. Expect 1-3 weeks for your order to be handmade and ready to ship. Once the item has shipped, you will receive an e-mail with the tracking information.

We try to accommodate rush orders whenever possible, so contact us at e.noselotl@lorenstewart.com prior to placing your order to confirm if we can meet your required delivery date.

All shipping charges include insurance coverage on the value of your order and require a signature upon delivery.  Delivery will be attempted to your address 1-3 times depending on the selected mail service before it is returned back to Loren Stewart. Loren Stewart is not responsible for additional shipping fees if you are not available to receive your package. Should you waive signature upon delivery, neither the shipping service nor Loren Stewart can be held responsible for your package once it is left at your residence.
 
On occasion, shipping companies experience shipping delays. Unfortunately, we cannot refund shipping charges in these circumstances, as shipping companies will not refund these charges to us.

We cannot deliver to PO Boxes via UPS or FedEX.
We try to use recycled shipping and packing materials whenever possible.

 

 

 

 

Returns and Exchanges

We hope you love your Loren Stewart purchase, but we’re happy to accept returns or exchanges within 10 days of receiving your order.

 

If an exchange is less than the original amount, a customer will receive a store credit for the balance. Not to worry store credits do not expire! Exchanges are only permitted once per item purchased. This means we will not accept a second exchange on the originally purchased product. 

 

If needing to request a refund please note a 15% restocking fee will be deducted from the refunded amount. 

We must be notified before any product is shipped back to us. If we are not notified, it will delay your exchange or refund. Products being shipped back must be insured and have a tracking number. Please also include a print out of your invoice with the merchandise you are returning or exchanging. 

We have available a Return Shipping Label to aid our customers with return shipping. 

LOREN STEWART is not responsible for missing packages or any damage that occurs in return shipping process. We encourage you to pack and seal the merchandise safely and securely, preferably in the original packaging. We recommend using UPS or USPS.

Once we receive the merchandise, your return will be processed within 72 hours and you will receive an e-mail confirmation with either your online store credit information or refunded amount minus the 15% restock fee.

       

       

       

       

      Repairs 

      Repairs Within 90 days 
      Loren Stewart will repair any item free of charge within 90 days from the original purchase date (original receipt needed). Loren Stewart will also cover the return shipping/insurance cost within the 90 day window if the product was defected.

      Repairs After 90 days 

      After 90 days there is a repair fee, which will be determined on a case-by-case basis. Fees are used to cover the cost of the repaired product (i.e. missing stones, replaced chain, additional metals). Loren Stewart does not cover shipping to us or the return shipping costs.

        Please email e.noselotl@lorenstewart.com before sending any repairs.

         

         

         

         

        Care Information 

        Loren Stewart jewelry is all made by hand exclusively using 14kt gold, sterling silver, precious and semi-precious stones. some color and texture variations may occur due to the natural characteristics of the metal and hand crafted process, lending to the unique inherent beauty of each piece.

        14kt Gold and Sterling Silver can be cleaned with warm, soapy water and a soft cloth. Silver oxidizes over time, for a natural remedy to remove oxidation rub baking powder into the metal with a soft cloth, rinse and clean. You can also use silver polishes or solutions designed specifically for jewelry.    

        Some of our pieces are more delicate than others, and require more awareness of them. We recommend you occasionally give your jewelry a “check-up”  by checking to see if any stone feels lose in the settings. If so it may need to be tightened and you are more then welcome to send it back to us for tightening, free of charge except for any shipping costs, this will have to be covered by customers.

        We offer free professional jewelry cleaning and jewelry “check-ups” for all Loren Stewart products for 1 year after date of purchase.  After 1 year, there is a fee of $25 for the “check-up” and professional cleaning (up to 5 LS products).

        If there are any issues regarding your pieces that require repairs, we will notify you if there is any additional charges, which will only be minimal to cover the cost of the repairs. Please note, all shipping costs must be covered by customers.

         

         

         

         

        Pricing

        All prices displayed on the Website are quoted in U.S. dollars.  Loren Stewart reserves the right to restrict delivery to addresses within the United States and Internationally.  Shipping and handling fees and applicable sales/use tax will be added by Loren Stewart as necessary. Loren Stewart reserves the right to make changes to pricing and specifications without prior notice and without incurring any obligations to you, as materials like 14kt gold, sterling silver and precious and semi precious stones may fluctuate.

        Promotions and sales are valid only during their promotional period and cannot be applied to previous purchases.

        We will notify customers if there are any price discrepancies whenever possible.  In the event that an item lists an incorrect price, either due to typographical or other error, Loren Stewart shall have the right to refuse or cancel any such order placed for the incorrect price, regardless of whether the order is being or has been processed.

        If payment has already been made or if the credit card has already been charged for the purchase and the order is cancelled, Loren Stewart shall promptly credit the credit card account in the amount of the incorrect price.