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FREQUENTLY ASKED QUESTIONS
ORDER ISSUES/ RETURNS
For order issues or returns please use our customer order support portal by clicking here
We gladly accept returns for store credit within 14 days of delivery.
Items on sale for 40% or more & custom items are final sale and cannot be returned.
We offer Worldwide Shipping! Our mermaids swim across the 7 seas to deliver your orders to you.
Please keep in mind, sometimes customs taxes may apply in your country depending on where you are located.
Free Worldwide Shipping over $100 USD.
United States: $4.95 Standard hipping or $30 Rush 1 Day Shipping
Rest of World: $7.95
How Will I know When my order has Shipped?
You will be sent an e-mail including a tracking number and all tracking information.
What if my jewelry breaks?
If jewelry is damaged upon arrival due to a defective piece or damaged during shipment, please let us know within 72 hours of delivery in our customer support portal by clicking here . We are not liable for any breakage caused by the customer.
We offer jewelry repair/exchange for any damaged jewelry. Please email us with a photo of the broken piece & our team will let you know the repair fee.
CHAIN LENGTH CHANGES
Can I change the chain length or the chain style on any necklace?
Yes, all necklace chain lengths and styles can be customized to your liking. We offer chain lengths sizes 13-15" ,16-18", 20" , 24" , and 26". If you would like to change your chain on a necklace you already ordered please email us at firstname.lastname@example.org so we can arrange this for you.
If you would like to change your chain after receiving your order please email us at email@example.com.
WHAT IS YOUR JEWELRY MADE OF?
DBL Jewelry carries a range of different pieces created with both 18K Gold plated Stainless Steel and 18KT Gold Filled materials to ensure the best quality.
18KT Gold Plating: Layer of gold adheres to the silver through an electroplating bath.
18KT Gold Filled: 5% pure gold pressure bonded to the inner base metal core of sterling silver.
Can I wear my jewelry in Water?
Although created with the best materials to ensure high quality and durability, gold plated jewelry will not last forever since it is not made of pure gold. However, if you follow all of the steps below and take care of your items, your DBL jewelry should look pristine for months and even years!
1. Unless your jewelry is from our Water Safe Collection, avoid swimming in your jewelry and remove it when washing hands, showering. Chlorine can discolor and remove the coating from your jewelry.
2. Avoid contact with sweat, soaps, lotions, and perfumes. Remove DBL jewelry when exercising, putting on lotions, fragrances and makeup. These products contain chemicals that will remove the shine of your jewelry over time.
ORDER CHANGES/ CANCELLATION
Once your order is processed, it is immediately sent to the creation process. If there are any mistakes with the personalization you must contact us through email (firstname.lastname@example.org) within 24 hours of placing your order. This change request may not be guaranteed depending on the step the jewelry is within the creation process.
WRONG ADDRESS ON ORDER
If you have provided an incorrect address and your order has not been shipped yet , we will do our best to update your order with the correct address. However, if your order has already shipped we are not responsible. A fee for repostage will be charged for your items to be sent to you again. Please email email@example.com with any questions or concerns.
DBL JEWELRY is not responsible for items that are lost by the mail carrier or by any shipping service. If you feel your package is lost or got stolen please contact USPS as soon as possible. If your package is marked delivered, lost, delayed, or unscanned, refunds of any kind will not be issued.
If your package is returned to us for any reason, you will be responsible for the shipping fee so the package to be sent again. . Please check all addresses before submitting your order.
WHAT PAYMENT METHODS DO YOU ACCEPT
We accept all major credit cards (Visa, Mastercard, American Express, Discover, PayPal, and AfterPay.
Payment Security - All transactions submitted to us are encrypted with 128 SSL software which encrypts information you input to protect it from interception by outside parties. DBL JEWELRY is committed to maintaining the highest levels of security and protection against fraud. We stay up-to-date with the latest in security technologies to ensure that your credit card information, contact information, and shipping/billing information are confidential and safe.
WHAT IS AFTERPAY
Afterpay allows you to enjoy your accessories now and pay later! Split your purchase price into 4 equal payments so you can spread the cost of your purchase over time. Enter the credit or debit card of your choice for automatic payments every two weeks. No interest or added fees when you pay on time!
WHERE DO YOU SHIP FROM?
Our Mermaids design, create, and ship out your jewelry from under the sea! Come visit our under water jewelry store (You need fins to come in ) 🧜🏽♀️༄
Our other locations: New York City