FAQS
How Long does production take?
PROCESSING TIME
As soon as we receive your order, we process your item in 2-3 business days, this includes production time since most of the products are made to order.
- For our Premium Jewelry (Premium Heart pendants, message cards, Dog tags and Photo Upload Jewelry), production usually takes between 2-3 business days.
- For our Custom Name Jewelry (Custom Name necklace, Name bracelet and Name earrings) the processing time for these personalized handmade items usually takes 8-11 business days.
Once the item ships the tracking information is sent to the email provided. Please allow extra time for your order to be processed during holiday and sale seasons.
How can I cancel my Order?
Orders are processed within 24 hours. If you need to cancel your order, kindly send us an email within 24 hours at support@incandescentjewelers.com
Can I Edit The Custom Text?
All changes can be made within 24 hours after order has been placed. Any request after 24 hours cannot be guaranteed, because the order will already be in production. Kindly send us an email to support@incandescentjewelers.com with the new custom text.
Jewelry Care Tips
What Is The Necklace Made Of?
Our custom jewelry is handcrafted with high quality stainless steel. 14K Gold plating is available.
Can I Shower Or Swim with it?
Pools and jacuzzis are full of chlorine, which can discolor your jewelry if exposed for too long. So play it safe: when you’re stripping down into your bathing suit, take your jewelry off too.
How Can I Safekeep My Jewelry?
Keep your customised jewelry in a box where it won’t get tangled up with other items or dinged up from too much movement. A jewelry box with a soft felt lining is a great idea, but you can even line a simple shoebox with fabric to keep your items nestled and safe. We will gladly help you with any issue you may have.
Shipping
How Long Does Shipping Take?
Once shipped, delivery times are as follows:
- Premium Jewelry (heart pendants, Message cards, Dog tags and photo upload Jewelry): 2-5 Business Day
- Custom Name Jewelry (Free Shipping): 5-9 Business Days
I Made A Mistake In My Shipping Address
Kindly email us within 48 hours as your order has not been shipped yet and is in the production stage. Once the order has been shipped, we cannot make changes to the address.
If your item is in transit to the wrong address:
You will need the tracking number and shipping information, that way you will be able to redirect the package to the correct address or tell them to hold the item once it gets there and retrieve it yourself.
If they decline your request. You may have two other options:
- Get in touch with the current residents of the address listed. If you don't know them, or you are in another state by the time this happens, try sending a letter to form an arrangement.
- If possible, try going to the address on the day the package is being delivered (previously explain the situation to the current residents) and collect your package.
Please understand that we are not the shipping provider. Once the order has been shipped, we do not have any control over it and we can only offer customer service retaining to this policy.
How Can I Request A Refund?
To request a refund, Please get in contact with us through our email: support@incandescentjewelers.com
When will I Receive The Refund?
All refunds will be credited to the original form of payment. If paid by credit or debit card, refunds will be sent to the card- issuing bank within 3-7 business days of receipt of the returned item or cancellation request.
Please contact the card -issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.