Customer Service guide | Charliemadison Originals online jewelry shop

Customer Service

Payment Methods

We accept VISA, Mastercard, American Express, Discover and PayPal.

 

Sales Tax

6% sales tax will be added to all Maryland orders.  

 

Shipping Policy

We do our best to ship orders as quickly as possible.  Each piece is handmade, so please allow up to 10 business days for us to make your jewelry - but often times we ship sooner than that.  You will receive a tracking number when your package leaves our studio so that you can track the progress of your shipment. Transit times will vary depending on your location.  Please note that we are not responsible for shipping times and cannot guarantee your item will arrive by a certain date.  The approximate shipping times listed below are transit times after your jewelry leaves our studio. 

Packages are shipped via USPS mail.  We offer the following options:

USPS 1st Class Mail:  Arrives within 3-7 business days after leaving our studio

USPS Priority Mail:  Arrives within 1-3 business days after leaving our studio

***Orders over $75 receive free 1st Class Shipping in the U.S!

USPS Priority Express:  Arrives within 1-2 business days after leaving our studio

USPS 1st Class International Mail:  Transit time varies depending upon your location. We are unable to track packages once they leave the U.S.

USPS Priority International Mail:  Transit time varies depending upon your location. We are unable to track packages once they leave the U.S.

In the rare instance that your package is lost or damaged during shipment, please Contact Us or e-mail us directly at info@charliemadisonoriginals.com right away so that we may assist you in locating it or providing the necessary information to help you submit a claim to the carrier. 

**Please be sure to enter the correct address when you complete your order, as we are unable to make changes once the order is submitted. 

 

International Orders

All taxes, duties, and customs fees are the responsibility of the customer.  Please contact your country’s customs office for more information.  Your package will be marked “merchandise” and will include the retail value of the contents.  We cannot mark the package as a gift or reduce the value marked on the customs label.  

 

Returns & Exchanges

We absolutely want you to love your Charliemadison Originals purchase!  You may return your non-custom piece within thirty (30) days of the purchase date for a refund or store credit.  The jewelry must be unworn, undamaged, and in the original box to be eligible for return.  

Your purchase price will be refunded to the original payment method (credit card or Paypal), minus the shipping costs, unless the error was ours, in which case we are happy to refund the shipping fees.  Or if you’d prefer, we can issue you a store credit toward the purchase of another item.  Exchanges are subject to shipping charges.

Sale items and custom orders are final sale and cannot be returned.

If your return was a gift, we will issue you a store credit.

Please Contact Us to initiate a return.

If your jewelry arrives damaged or broken, please Contact Us right away so we can assist you.

 

Repairs

Should your jewelry break within 90 days of purchase, we will repair the piece at no charge to you.  Please Contact Us if you have an item in need of repair.

If more than 90 days have passed since your purchase, there is a $15 charge to repair each piece, plus the charge for shipping.  If your repair requires the replacement of stones, chain, or metal components that are no longer available, we will let you know and do our best to find a similar substitute.  

If the elastic cord on your gemstone stretch bracelet breaks, we are happy to replace that at no charge.  Shipping costs to our studio and back are the responsibility of the customer.  Please Contact Us if you have a bracelet in need of repair.

The current turnaround time for repairs is 1-3 weeks from the time we receive your piece.

 

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