Frequently Asked Questions
SHIPPING & PRODUCTION
How long will it take until my order is shipped?
With each piece being made to order with extraordinary care and detail, please allow up to 4-5 weeks (excluding holidays) for production. Additional production and shipping delays may occur due to restrictions mandated by the city of Los Angeles during the pandemic. Please note that paying for expedited shipping does not mean that you will receive your goods the next day.
What shipping service do you use?
We ship all of our items with FedEx or UPS. When your order is ready to ship, you will receive an automated email including your FEDEX or UPS 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.
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. We can ship everywhere except for the following countries:
If your country is not on the above list and you’re still having trouble placing your order, please contact us at firstname.lastname@example.org
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 email@example.com. We will do everything we can to help you.
Am I charged sales tax?
Sales tax is only charged to orders being shipped within the state of California.
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 firstname.lastname@example.org 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.
What if I won’t be there to sign for my package?
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.
RETURNS & MODIFICATIONS
Logan Hollowell Jewelry is not responsible for items damaged or lost in transit. We do NOT refund shipping charges on return items.
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 email@example.com for a repair authorization within 24 hours from receiving your order. 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. 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?
We do offer custom lengths for an additional fee. Please contact us at firstname.lastname@example.org 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 email@example.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 modified order. Please email firstname.lastname@example.org 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 is your ring 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 our Ring Size Guide. We cannot be responsible for determining your ring size.
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.
What color/clarity are your diamonds and where do they come from?
Our pieces are made from 14k & 18k recycled gold and conflict-free diamonds. Our diamonds come from Israel and are near colorless (G) and VS1 in clarity.
What color/clarity are your gemstones and where do they come from?
We use authentic gemstones unless specified otherwise. Please note that no two stones are alike. They can slightly vary in color and size, as well as contain imperfections, due to their natural state. Our gemstones are ethically sourced around the world from Columbia, Ethiopia, etc.
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.