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FAQ and Policies


• How long will it take until my order is shipped?
Please note that paying for expedited shipping does not mean that you will receive your goods the next day. 

All 14k and 18k gold Logan Hollowell are made to order/ handmade and may take up to 3 weeks to be prepared for shipment. We strive to fulfill your order in a timely manner. However, due to the handmade nature of our products we ask that all customers be aware of this production window. In most cases, pieces are shipped within 10-15 business days. Please email sales@loganhollowell.com if you have any urgent shipping requests, and be sure to choose the appropriate delivery option. 
Our pieces are made from 14k & 18k recycled gold and conflict-free diamonds.  We use authentic gemstones unless specified otherwise.  Please note that no two stones are a like.  They can slightly vary in color and size, as well as contain imperfections, due to their natural state.

After your payment has cleared and your order is completed at checkout you will receive an automated email of your invoice. Please note this email may be located in your SPAM/JUNK folder if you are ordering from us for the first time.

We truly appreciate your support of our products. If any issues arise with your order, we will communicate with you immediately and work to resolve it.

Please note that any 14K items you see on the official Logan Hollowell Jewelry Instagram, Facebook, Tumblr, and Twitter are available for purchase. If you can’t find something on our website, please contact us at sales@loganhollowell.com


• Am I charged sales Tax?

Sales tax is only charged to orders being shipped within the state of California.


• What shipping service do you use?
We ship all of our items with FedEx. When your order is ready to ship, you will receive an automated email including your FEDEX tracking number.
We insure shipments on all orders. For legal purposes, the value of your shipment is non-negotiable and must directly reflect the cost of the jewelry.

Please note that paying for expedited shipping does not mean that you will receive your goods the next day. 
• Can you do rushed production speeds?

The satisfaction of our customers is of the utmost importance to us. If you need your order by a specific date please email sales@loganhollowell.com and we will try our best to accommodate your request to the best of our ability, however we cannot guarantee an expedited speed.

When your order is ready to ship, you will receive an automated email including your FEDEX tracking number.

For insurance purposes, all orders require signature upon delivery, no exceptions. 

• Do you pay taxes/fees/duties?

For all international orders, please note that the consumer is responsible for any tax and duty fees on orders required to go through customs. We are unable to pre-calculate this fee for you as the cost is determined by each country’s customs.

If you are having trouble placing your order or want to know time frame for delivery please email online@loganhollowell.com. We will do everything we can to help you.
• Do you ship internationally?

We aim to make our products available globally, but unfortunately there are some countries that we are prohibited by law to ship fine jewelry to. Please see the list below of countries we currently ship to. If your country is on the list and you are still having trouble placing your order, please contact us at online@loganhollowell.com

**NOTE: Russia may NOT allow shipment of jewelry. This will show during the checkout process if we can or cannot ship.**
 
• Do you accept returns?
The Logan Hollowell team strives for top customer service and wants all customers to be satisfied with their purchase. However, as each piece is handmade to order, outside of repairs and issuing a claim for defect, we do not accept returns. If your piece has been damaged or is defective please email online@Loganhollowell.com for a repair authorization within 24hrs from receiving your order. 
**Special orders: custom pieces/personalized pieces cannot be returned unless the item is damaged or we made a mistake. **

Logan Hollowell Jewelry is not responsible for items damaged or lost in transit. We do NOT refund shipping charges on return items.
• What is your sizing?

All of our rings are standard US sizes. If you don’t know your US sizes, we highly suggest getting sized by a local jeweler. You can also reference the ring size link on our homepage to see the conversions. We cannot be responsible for determining your ring size. Choosing the correct ring size is responsibility of the customer, as people differ in the way in which they prefer their rings to fit…some customers wear them loosely, while others like to wear them more tight.

**Special orders: custom pieces/personalized pieces cannot be returned unless the item is damaged or we made a mistake. **

• Can I cancel my order?
If you cancel your order within 12 hours, you will receive a refund. However, after 12 hours you’re subject to up to a 50% restocking fee based on the materials of the piece and the amount of work that's been done.
**Special orders: custom pieces/personalized pieces  (i.e. You Are My Sunshine) cannot be cancelled after 24 hours. (After 12 hours you may still be subject to the restocking fee.) **
 
• Can I order a necklace in a different length?
Yes, we do offer custom lengths for an additional fee. Please contact us at at info@loganhollowell.com and bear in mind that depending on the modification you'd like, the price will vary.
Keep in mind, that custom orders are non-refundable.
 
• Do you do custom pieces?
Yes! We'd love to discuss custom jewelry. Please contact us at info@loganhollowell.com to schedule a consolation (in person or on phone) to discuss.
We love doing bridal jewelry and would happy to discuss that as well. 
 
• I received my necklace, but it is too tight, can I send it in to get extended?
We offer a two-inch extension that you can purchase separate from your necklace that attaches to all of our jewelry.
Your local jeweler may be able to provide this service to you, which would be the quickest and best option.  We do offer extensions and I would be happy to send you a custom invoice that includes the extra chain plus return shipping costs.  
Please keep in mind it can take 2-3 weeks once we receive your order.
Please email info@loganhollowell.com to obtain the return address.

Email your tracking number as soon as you ship, so we can alert our production department of its pending arrival.
 
• What color/clarity are your diamonds and where do they come from?
 Our diamonds come from Israel and are near colorless (G) and VS1 in clarity.  We also offer custom pieces if you prefer a higher quality diamond 18k gold, etc.
 
• Can I change the font on my sunshine necklace?
Yes, we do offer custom fonts for an additional fee. Contact us to discuss the font and we can agree on a proof.
 
• I saw that you had a sale two weeks ago- can I still get it?
Unfortunately, our offers are only for a limited time only.  Are you apart of our mailing list?  Subscribe to be the first to hear about exclusive promos, events, and preview new collections.
 
• What if I won’t be there to sign for my package?  Can’t you just send my order without a signature?
We always require an adult signature upon delivery for secure shipment as we are sending items of high value that should never be left unattended at your door.  If you or any other adult cannot be present to sign, another delivery will be attempted the next day.  If you call FedEx or talk to your local office, they can reroute to another address or hold it at their office for you to pick up at your convenience.
 
JEWELRY CARE
Gold
Our solid gold jewelry only requires periodic cleaning and will not tarnish or corrode.  Avoid exposing gold jewelry to bleach, which will quickly cause gold to discolor and possibly damage.
Sterling Silver
Sterling silver must be cleaned and stored properly to retain its original shine and luster.  Due to the delicate of nature of sterling silver, we recommend that your necklace does not get wet (in the shower, pool, ocean, etc).  To maintain the quality of this metal, clean and polish your sterling silver piece often to avoid tarnishing.  Sterling silver looks best when worn regularly. 
The best way to clean silver is to use a cleaning agent that has a sulfur base or use a cleaning cloth that has been chemically treated which can help remove light tarnishing.

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