We are a small business that creates all designs to order. Typically, we do not make a product until someone places an order. When you place an order, we make it specifically for you. We hope you love the pieces you receive as much as we love creating them and kindly request your thoughtful consideration.

We offer one prepaid label for unused, unworn, unbent items in their original packaging and the same condition as when you received them within 14 days from the date of receipt for returns. Please note that original shipping fees are non-refundable.

Return Details:

1. To initiate a return, please log in to your customer portal located below.
2. Currently, our portal does not accept exchanges. Please place a return and then create a new order for your desired length, size, or other specifications.
3. Upon submission, your return will be subject to our approval process. Once approved, you will receive a prepaid label valid for 7 days.
4. Securely pack item(s) in a small box or padded mailer. If available, please use the original packaging.
5. Attach your return label to the package and drop it off within 7 days at your nearest USPS location.
6. Upon receiving the jewelry, we will inspect it to ensure it is unused, unworn (no trying on earrings if not keeping them), unbent, and in its original packaging, maintaining the same condition as when you received it.
7. If approved, a refund will be issued to your original payment.

Not Eligible for Returns:

• Custom work, stamping, fine jewelry, jewelry bought at in-person
  markets & shows, acquired through authorized retailers.

Right to Refuse Returns:

• Sheena Marshall Jewelry retains the right to decline a return for any valid
  reason.

Retailer Purchases:

• If you acquired your item through one of our authorized retailers, please communicate directly with them regarding their return policies. We are unable to facilitate exchanges or returns for products purchased through our retail partners.

In-Person Show:

• All pieces sold at markets/shows are FINAL SALE.

For any additional questions or assistance, please don't hesitate to contact us.

We're sorry to hear about the lost earring. Please message us your order number and a photo of the remaining earring. We'll send you a 50% off code for a new earring; shipping charges will apply.

We're here to help with jewelry repairs! Each case is unique, and we handle repairs accordingly. However, we don't provide repairs for jewelry made by another artist. Please send us a photo to assess your concern and include your first name, last name, and order number when contacting us. Customers are responsible for shipping to and from our location.

We provide a 90-day warranty for the following issues:

• Broken chain
• Faulty clasp
• Manufacturing defects

Not covered:

• Broken chains due to forceful pulling (in the middle of the chain)
• Tarnishing caused by regular wear. Explore further tips on extending the lifespan of your jewelry here.

If you encounter any of the above issues within the warranty period, please contact us by sending an email to hello@sheenamarshall.com. Along with your email, please attach a clear photo of the problem. This will help us promptly evaluate whether your issue qualifies for warranty coverage. In many cases, we can assess the eligibility through a photograph.

Our team will review your request and determine if it meets the warranty criteria. We aim to provide you with a resolution as efficiently as possible.

For any questions or further assistance, please feel free to contact us.

If your order has not been shipped out, we will do our best to update your address. To change your shipping address contact us with your first and last name, order number, and the updated shipping address.

If your order has been shipped, we are unable to change the shipping address for you.

Sheena Marshall Jewelry cannot be held responsible for lost or stolen packages once the tracking number indicated is has been delivered. 

Your pieces are put into production shortly after an order is placed. Please contact us and we will do our best to accommodate your request. If your order has already begun we cannot make changes.