FAQs and Store Policies

Shipping

Orders may take up to three business days to process.

  • All domestic orders are shipped via UPS 2-Day or Next Day Delivery and fully insured. All deliveries require a signature.
    • If you may not available to sign, we recommend making other arrangements such as delivering to a work address or a neighbor who will be available to sign during the day.
    • We do not ship to PO Boxes.
  • All international orders will be shipped via FedEx and fully insured. All deliveries require a signature.
    • PLEASE NOTE: Import duties, taxes, and other fees are not included in the item price or shipping cost. These charges are the customer’s responsibility.
  • In store pick-up is available for local customers.
  • Sarah O. is not responsible for lost or stolen packages

International Orders

Sarah O. is proud to work with customers all over the world! Although we currently accept orders to the US and Canada only through our website, we are able to process all other international orders through our invoicing system.

To place an international order, please review the instructions on our Customer Service page and submit the contact request form. Once received and confirmed, we will send you an invoice for the price of the item + shipping fees.

See the Shipping section for more information about international shipping and applicable customs fees.

Return and Exchange Policy

Extended holiday returns and exchanges: Orders placed for eligible items from November 1st - December 25th may be returned through January 15, 2022!

Sarah O. offers returns and exchanges on in-stock and ready-to-ship items purchased online with a postmark date within 10 days of receipt of item. All returns and exchanges require prior authorization and a Return Authorization Number labeled on the package. 

Please review these important details about returns and exchanges before submitting a request:

  • Pieces must be in the same condition as when they were received, and must be in original packaging with all cards, boxes, etc. included.
  • Customers requesting refunds will be paid the full amount less a 10% restocking fee and a return shipping label (Original shipping costs will not be refunded). Exchanges will not incur the 10% restocking fee and any remaining balance will be given in store credit in the form of a gift card.
  • The following items are NOT able to be returned or exchanged:
    • Made-To-Order and Custom Design jewelry
    • Jewelry cleaner, gift cards, and FINAL SALE items
    • Items bought in-store cannot be returned through our online portal. For in-store purchases, please refer to our showroom policies.
  • We will gladly facilitate providing a return shipping label. Otherwise, items must be sent via FedEx or UPS overnight or 2-day, or via USPS Express. It must be fully insured and with a Delivery Confirmation (tracking and proof of shipping). Customers are responsible for return shipping costs. 
  • Once shipped, we are not responsible for lost, stolen or damaged items; please refer to the carrier of your choice policies.
  • Any refunds will be credited back to the original method of payment. Depending on the bank's processing time, it can take anywhere from 5-10 business days to show up on the customer’s bank account. 

To submit a request, please follow one of these options:

  1. Log into your account portal by clicking “Login/Register” in the top right corner. The purchase will be associated with the email address used to complete the order. Once logged in, click on your name and navigate to the My Orders tab to locate your order and return items.
  2. Review the instructions on our Customer Service page and submit the contact request form. 

Please allow up to three business days to respond to your request.

Changing Orders & Cancellation Policy

We will do our best to accommodate any changes to orders or cancellations. Requests must be submitted within 24 hours. To submit a request, review the instructions on our Customer Service page and submit the contact request form. Please note any requests received after 24 hours may incur an additional fee.

Warranty Information

Given your ring’s sentimental and monetary value, you’ll want to make sure it lasts a lifetime! First and foremost, we highly recommend insuring your ring under homeowners, renter’s, or an independent insurance company. We are happy to provide you with receipts or appraisals for mountings and stones purchased through us.

Please review additional warranty information before purchasing:

  • We offer a limited lifetime guarantee against any manufacturer's defect in material or craftsmanship. Please note that this does not cover neglect, abuse, loss, theft, or normal wear and tear.
  • We will cover the loss of the first melee stone under 0.05ct or any stone up to 1.5mm in length. Sarah O. is not responsible for the replacement of a stone if it is lost due to bent or damaged prongs due to neglect.
  • Center stones are not under warranty, please be sure to insure your piece!
  • After six months, we will repair your Sarah O. piece due to normal wear and tear at a discounted rate. We reserve the right to decide what constitutes normal wear and tear.
  • Should repairs be needed, it is the customer’s responsibility to ship and insure the piece(s). We will return jewelry via insured shipment. Please see the Jewelry Resizing & Repairs section for more information!

Jewelry Resizing & Repairs

We offer one complimentary sizing with the purchase of a Sarah O. Jewelry ring within the first six months. Unsure of your ring size? You may add a ring sizer to your order and we will ship it before sizing your piece! If you need additional resizing, please note that a repair fee will apply.

  • Should repairs be needed, it is the customer’s responsibility to ship and insure the piece(s); however, Sarah O. will gladly facilitate in providing an insured label (fees will be invoiced).
  • We will return jewelry via insured shipment.

To submit a request, review the instructions on our Customer Service page and submit the contact request form. 

Please allow up to three business days to respond to your request.

Showroom Guidelines

In order to provided the best experience for our customers, we highly recommend scheduling an appointment so you can have dedicated one-on-one time with a sales associate or designer. We offer the following appointments:

  • In-Store Shopping Appointment: Browse our store, try on jewelry, or make an in-store purchase.
  • Virtual Shopping Appointment: This is a great option if you live out of town or just have some questions for one of our team members!
  • Custom Design Consultations: If you are looking to design a custom piece, continue to schedule through our Custom Consultations page for both virtual and in-store consultations.
  • Order Pick Up/ Drop Off: We will notify you when your order is ready and share a link to schedule a time to pick it up. To drop off a repair, please contact one of our showrooms to schedule a time or email us at [email protected]

 

Sarah O. reserves the right to update policies at any time. If you have any questions, please email [email protected]