FAQ
ORDER CHANGES/CANCELLATIONS
CANCELLATION
-You may cancel your order within 12 hours of it being placed - if you wish to cancel during this time period, please email customerservice@westangeljewelry.com and make sure to include your order number. Once your order has been shipped, you may no longer cancel the order. If the item(s) is non-custom and you no longer wish to keep it, please refer to our exchange policy.
ORDER CHANGE
-Custom Item(s): Please contact our Customer Service Team at customerservice@westangeljewelry.com within 12 hours of placing your custom order with your change(s) and the team will get this updated before sent to production. After 12 hours, unfortunately, NO changes can be made as the item mold is already in production.
-Non-Custom Item(s): If your order has not shipped and you would like an update made to your non-custom item(s), please email customerservice@westangeljewelry.com and the team will get this updated for you. If your non-custom item already shipped and you no longer wish to keep it, please visit our exchange policy.
SHIPPING/TRACKING
ADDRESS CHANGE
-If you would like to update your address, please email customerservice@westangeljewelry.com with your order number and updated address. *please note that an address can no longer be updated once shipped*
SHIPPING TIME
-Non-custom items are generally shipped from our warehouse within 3-5 business days(Mon-Fri) after receipt of payment
-Custom items take up to 15-20 business days to ship as these items are made-to-order. With this being said, our shipping time frame is only an estimation, this is not a guarantee due to the unpredictable intake of orders on any given day. Every custom item we create is manufactured through a structured production process that is expected to be completed within this time frame. Since each item is made exclusively for you, there can be unexpected delays due to our personalized production process. If your order is experiencing a slight delay, there is no need to worry - feel free to reach out to customerservice@westangeljewelry.com for an order update.
-Non-custom + custom combined orders will be shipped together once your custom item(s) is completed. Please keep this in mind when placing your order - if you are planning to receive non-custom items sooner, we recommend placing separate orders for the custom and non-custom items.
-We ship all orders through USPS - once shipped, packages generally arrive within 2-5 business days. Please track your order here:
https://tools.usps.com/go/TrackConfirmAction_input
INTERNATIONAL SHIPPING
-We ship worldwide - please note that you will be responsible for all duties and taxes, if applicable. Please note that West Angel does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.
TRACKING INFO.
-You will be emailed tracking info once your order has left our warehouse. Please track your package here:
https://tools.usps.com/go/TrackConfirmAction_input
LOST IN TRANSIT
-We are not liable for any lost or stolen packages. In the rare case that your tracking number shows your package has been marked as delivered, but you still have not received it, we ask that you you contact the shipping provider for more information. Once a package leaves our facility, it is in the hands of the shipping provider, and they will be able to open an investigation to help locate your package.
Email:
USPS® Customer Service
Call: 1-800-ASK-USPS® (1-800-275-8777)
RETURNED TO SENDER
-Packages are most often returned to our facility due to missing apt/unit numbers. Please double check your order confirmation to see if your address is missing any information. From there, Please email customerservice@westangeljewelry.com with all necessary address information. Your package will be sent back to your updated address upon inspection. *Please note that this address change will not reflect in the automated email you receive when your item is shipped to you.
RETURNS/EXCHANGES
RETURN POLICY
-We offer exchange only for an item of equal or lesser value - if you'd like an item of higher value, you will be charged for the difference. This EXCLUDES all custom/personalized items which are final sale. Please make sure you understand these terms before purchasing anything. Please email customerservice@westangeljewelry.com if you would like to move forward with an exchange/return. All returns shipping charges are the responsibility of the customer.
*We not responsible for any packages returned without proof of our signature acquired upon delivery.
EXCHANGE POLICY
-We offer exchanges for non-custom items if unworn and undamaged. The item(s) can be exchanged for a different product of equal or lesser value. This excludes all custom/personalized items (these items can be found on the custom page of our website) as these items are final sale. Items can only be exchanged up to 1 month from the purchase date. Please email our Customer Service Team at customerservice@westangeljewelry.com if you would like to do an exchange.
PRODUCT INFO
JEWELRY MATERIAL/TARNISHING
-STAINLESS STEEL- Any item that specifies that it is 18K Gold-Plated is tarnish free and will maintain its vibrant look as long as it is properly cared for. West Angel's Jewelrs recommend keeping your pieces away from water/liquids to maintain a fresh look. Remove your jewelry when showering, swimming or before excercising. Also, refrain from spraying perfume, hairspray or lotion on the piece(s) to extend the longevity of your piece(s). Our stainless steel items are tarnish free.
-GOLD VERMEIL/STERLING SILVER- The term "gold vermeil" is used when the base metal is sterling silver. Our gold vemeil is composed of 3 steps-
1) First the items are manufactured from 925 silver & are given a silver plating base
2) The gold dip process is 14K gold
3) It is finished with a layer of eurotarnish antitarnish
CARE- West Angel's Jewelrs recommend keeping your pieces away from water/liquids to maintain a fresh look. Getting the gold vermeil plated pieces wet may cause the plating to wear off. Remove your jewelry when showering, swimming or before excercising. Also, refrain from spraying perfume, hairspray or lotion on the piece(s) to extend the longevity of your piece(s). Never use silver polish, abrasive cleaners or household chemicals as that could ruin the gold plating.
