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Returns / FAQ

1. What is your return policy?

 

We like to keep things simple: love your purchase, or return it for a full refund within 30 days.

We accept returns postmarked within 30 days after your package has been delivered to you. Returns must be received by us in original unused condition. We kindly ask that you first email us to obtain a return authorization number (RA #) before mailing the return, which allows us to better process returns and refunds. All tags, cards, and/or pouches must be included with your return. The RA number should be clearly be written on the outside of your package, or it may be refused. No returns will be accepted past 30 days after the date of delivery. All unauthorized returns will be sent back at your expense.

Please note that we meticulously inspect each item prior to shipping to ensure it is in brand new, quality condition. We do the same upon return. We unfortunately cannot accept any return that is in used and/or worn condition.

Shipping charges are non-refundable. Refunds will be reduced by any discounts or coupon code savings, where applicable. If you are ever in doubt of an item, please email us prior to buying to avoid costly returns and disappointing purchases.

We highly recommend shipping items back insured as we cannot be responsible for lost/damaged packages. Be sure to package returns well, as items damaged from improper packaging will be subject to a minimum $20.00 repair fee. A good rule of thumb is to gently shake your package - if it is packaged well, there should be no or minimal jiggling.

1. What is your exchange policy?

We will accept exchanges, provided you email us BEFORE returning merchandise. We will hold exchanged items for 10 days thereafter. 


3. When will my order be shipped?

U.S. orders are shipped within 1-2 business days after receipt of payment. 

Please note that we cannot always guarantee the availability of items. Should there be a problem with your order, we will notify you of this via email.

U.S. orders totaling $250.00 and over will be shipped with signature confirmation. In some cases, we can ship to a valid work address if this is more convenient. If shipping to a work address, be sure to include your full name as well as your company name i.e. Susan Smith c/o ABC Company. Additionally, we reserve the right to send packages with signature confirmation in cases where we believe a signature receipt is appropriate for the safe delivery of your order. If you will not be available to receive your package at home, we highly recommend having your package shipped to a valid work address.


4. What is your credit card payment policy? Can I have my package shipped to an alternate address or to another person?

We only ship to verified credit card billing addresses, or confirmed paypal addresses. We can also, however, ship to a valid work address but you must enter your full company name. For Example: Susan Smith c/o ABC Company.
 

We verify all payments. If inconsistent billing, shipping, and/or contact information is submitted, this will either delay your package or cause your order to be cancelled. Voided and/or declined credit card transactions may appear as a temporary charge to your account. Allow approx. 2-6 business days for your account to reflect the voided/declined status. Credit card companies will often set aside or hold these funds, and it takes approx. 2-6 business days for the funds to revert back to the account. Some credit card companies will hold these funds longer, although this is not common. It is therefore important that you read and follow our payment policies as we unfortunately do not control how credit card companies handle voided or declined payments.

All payments must be made in US funds. We reserve the right to request additional documents for international orders, including an emailed copy of your credit card (front and back), photo ID clearly showing your name and billing address, and/or credit card statement clearly showing your name and billing address. If the billing address you enter does not match the address on file with your credit card company, or we request additional documentation and it is not provided, your order will be cancelled. Orders that have inconsistent or suspected fraudulent information will also be cancelled.

You must also be the actual credit card holder to place an order, meaning that we will not accept any other user of a credit card, even if you are a spouse, relative, friend, or other related user of the card. We reserve the right to request additional verification or information before accepting any order and may require a faxed copy of your credit card and identification clearly showing your billing address. If we suspect that an order has been made under fraudulent circumstances, it will be cancelled.


5. Why was my credit card payment declined?

Credit card payments are often declined because of inconsistent credit card billing and/or shipping information. The billing address you enter must match your credit card billing address, or it will be declined. Correct your billing address and re-try your order.


6. What payment methods do you accept?

We accept:

Credit Cards: Visa, Mastercard, American Express, and Discover
Paypal 


7. How do I know my order went through properly?

Immediately after your order is placed, you should receive an automated email with your order information. Within the next 48 hours, you should also receive a 2nd email from one of our customer representatives stating the actual ship date for your package, along with your tracking number. Please note that customers with high spam filters or blocks in their email accounts (i.e. aol, yahoo, hotmail, etc) may have trouble receiving these messages. Alternatively, you can always check your order status by logging into your account and clicking "View Previous Orders." If you did not receive any confirmation email from us or there is no record of a purchase in your account, please contact us and we will be glad to look up the status of your order.


8. How can I recover my forgotten password to login to my account?

You can recover a forgotten password by visiting the Forgotten Password Page. An email will be sent immediately to reset your password. Customers with high spam filters or blocks in their email accounts (i.e. aol, yahoo, hotmail, etc) may have trouble receiving these messages, so be sure to check your spam/junk mailboxes. If you are unable to retrieve a new password through our automated system, please email us and we can manually reset your password.


9. Do you charge sales tax?

Tax will be added only to California sales at 9.5% of your total.


10. Is it safe to provide my credit card information?

You can shop at www.regencies.com online with confidence. We have partnered with paypal.com to offer safe and secure payment transactions for our customers. Paypal manages the complex routing of sensitive customer information through the credit card and electronic check processing networks. The company adheres to strict industry standards for payment processing, including:

  • 168-bit (the highest level commercially available) Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
  • Industry leading encryption hardware and software methods and security protocols to protect customer information.
  • High level of encryption that automatically encrypts all sensitive information sent between your computer and paypal's servers.


11. What is your privacy policy?

We respect your privacy, and will never share your private information with outside companies.


12. What are the conditions of a coupon code?

Coupon codes are valid only on orders placed through our website. Coupon codes cannot be applied to past orders, or special orders. Coupon codes cannot be stacked - only one coupon code will be valid for each order. We reserve the right to cancel coupon codes at any time without notice. Returns made on purchases that used a coupon code will be refunded the item price less any coupon code savings, where applicable.

Coupon codes that require a minimum purchase amount will be deducted from any returns that fall below that amount. For example, a customer makes a $225.00 purchase using a "$20.00 off $200.00" coupon code. Customer returns $50.00 worth of items, causing purchase total to fall below $200.00 minimum amount. Refund will be reduced by $20.00 coupon code.


 13. What is your repair policy?

We offer a 30 day repair policy. Should you experience a problem with your item within 30 days, we will promptly repair or replace it free of charge. Should we not have the item in stock for replacement, the piece will be sent back to the manufacturer for repairs, which takes approx. 3-6 weeks to complete.

Email us for a return authorization number and include a detailed explanation of the problem. Repairs beyond 30 days will be handled on a case-by-case basis, and may only be repaired, and not replaced even should we have the item in stock. You will be responsible for shipping/insurance costs in returning the item back to us, and any applicable repair and/or replacement charges. Although we make every effort to help with repairs, some of our designers periodically retire pieces each Season and may not have the capabilities or materials available any longer to restore certain items. Please note that repairs will only be honored for manufacturing defects, NOT obvious abuse, mis-care, or normal wear and tear, so be sure to take proper care of your items.


14. How do I properly care for my jewelry and accessories?

* All of our jewelry is NOT intended for children 13 years of age or younger. *

Always treat your jewelry and accessories with respect. Although we cannot provide a comprehensive care guide, following a few simple guidelines will help ensure that you can enjoy your pieces for years to come.

    • Always remove jewelry and/or accessories when washing hands, showering, or swimming. Moisture can cause stones to dull and become loose and fabrics to fade, shrink, or otherwise become damaged.
    • Never leave pieces in extreme heat or direct sunlight over long periods of time as this may cause colors to fade.
    • Do not spray or apply any alcohol or oil based perfume, hairspray, body lotions, hair grooming products, etc. on or near pieces. The alcohol or oil content will cause lucite beads to crack and will dull the finish of crystals and metal parts.
    • After wearing your jewelry, give it a gentle wipe with a soft cotton cloth. This removes the natural build-up of oils that we all have in our skin – and which would dull the jewelry if not removed.
    • To clean your jewelry, use a dry soft cloth. It is best never to submerge in cleaning solution or water unless specifically recommended by a cleaning professional.
    • To protect your silver jewelry from contact with other metals and moisture, store them separately in a small bag and clean them using a silver polishing cloth.

15. Why is an item I purchased, or previously saw, no longer visible on your site?

We maintain a constantly updated inventory system. Items that become out of stock are automatically removed from our site. If you purchased the last item we had in stock, the item will no longer be visible. Email us directly to obtain a photo of your item.


16. Do you accept special orders on out of stock items or items not currently shown on our website?

Because of the time and costs involved in special orders, we will often not accept special orders under $100.00. However, if you are interested in an item not currently in stock, please feel free to email us and we will be happy to let you know if and when the item becomes available again.


17. Are gift boxes included with items?

For most of our jewelry items, we include either a gift box or pouch. However, we often pack more than one item in a gift box to reduce waste. If you would like a gift box and/or pouch for EACH of your items, please note it with your order.


18. Do you sell wholesale?

No. Please do not contact us regarding wholesale information as wholesale questions will not be answered. We are a retail only company.


19. What is your legal disclaimer policy?

Any unauthorized use of materials appearing on this site may violate trademark and other applicable laws and could result in criminal or civil penalties. None of the materials used on this site may be copied, reproduced, modified, transmitted, or distributed by any means without prior written consent. Our website may be used strictly for shopping on our site or placing an order on our site and for no other purpose. All trademarks, registered copyrights, and logos are the sole property of their respective owners.


20. What are your order and pricing policies?

Regencies.com is not responsible for typographical, photographic, technical, or pricing errors listed on our website. We are also not responsible for incorrect pricing and/or information listed on other sites. If you see inconsistent pricing on a different site, our website www.regencies.com is the correct price.

We reserve the right to cancel any order. We also reserve the right to adjust prices without notice.


21. Who can I contact if I still have a question?

We are always happy to answer any questions or concerns you may have and do our best to reply within 24 hours. Please send your email to: sales@regencies.com
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