Customer Service

 

ORDERS & SHIPPING 

Packages are shipped Monday through Friday via USPS within 1-3 business days of your order confirmation. Orders placed on the website on a Friday after 3 p.m. EST, or during weekends, will begin processing the following Monday. Once your item has shipped, you will receive a confirmation email with a tracking number. 

We do not ship to a P.O. Box or APO/FPO address. 

Expedited Shipping 

If you would like an item urgently, for a specific date or would like to arrange for same-day delivery, email your request to info@solomonstrands.com and we will do our best to ensure the item gets to its destination on time. 

International Shipping 

International packages are sent via UPS or USPS, depending on the location. We may seek your confirmation by email before dispatching. Shipping charges calculated during the checkout process do not include import duties, customs and/or local taxes levied by the country to which the package is shipped.

We do not accept any responsibility for orders not accepted due to failure to pay customs, duty and/or taxes. 

RETURNS

We hope you’re thrilled with your purchase, but if you aren’t, simply ship the item back to us within 5 days of your delivery date for a store credit. All sales are final. 

Jewelry must be returned in its original condition and packaging (pouch/box), unworn and unused. We recommend packing the item in a padded parcel and shipping it with a trackable service.

To initiate a return, please contact us at info@solomonstrands.com  within 48 hours of your confirmed delivery date with your name, a description of the issue, and the date of purchase. 

A store credit for the amount of the purchase, minus original shipping costs, will be issued in the form of a digital gift card and sent via email. Please allow up to 7 business days after your product is delivered to us for your return to be processed, and the credit issued. 

We reserve the right to refuse returns and deny credit if upon receiving the item we determine that it has been damaged or altered.  

Hassle-free Returns

We offer hassle-free returns by providing you (upon request) with a downloadable pre-paid return label that can be printed and affixed to the package. If you choose to use our label, please note that the shipping fee will be deducted from your store credit. 

Gift Returns

For questions about gift returns, contact us at info@solomonstrands.com.  A commissioned or custom-made item is not considered a gift, and therefore, non-returnable.     

CUSTOM ORDERS & COMMISSIONS 

In addition to the ready-made items on this site, we welcome custom orders and collaborations, and work with clients all over the world - by phone, virtually and face to face. 

To commission custom jewelry, please refer to the custom inquiry form. Once we receive it, you will be contacted within 24 hours. 

Custom orders can take approximately 2-10 weeks to complete. A non-refundable design deposit is required before the commencement of each piece, and the final balance due prior to shipping. 

SIZING

To get the most accurate measurement of your necklace or bracelet, refer to the size chart as a guide when choosing the right length or size. 

PAYMENT

We accept Visa, MasterCard, American Express, Discover, and PayPal. Prices are displayed in US dollars (USD). 

Transactions are processed using a secure payment system (SSL) to protect personal and credit card information. Customer’s account information is treated as confidential and is not shared with any outside affiliates or individuals. 

 SALES TAX

We do not charge sales tax for orders delivered in the U.S. with the exception of deliveries in the state of Florida. In accordance with state regulations, a purchase in Florida or shipment to a Florida address is automatically charged sales tax.  

PACKAGING

All Solomon Strands jewelry arrives in our branded suede pouch.

Gift boxes are available here 

PRODUCTS

Our gemstones and components are hand-selected and sourced from around the world. Each piece is crafted by hand, one at a time, ensuring no two items are alike. Natural variations are to be expected, and add to the jewelry’s uniqueness and artisanal appeal.  

REPAIRS & WARRANTY

For all repair inquiries, please email us at info@solomonstrands.com with your name, date of purchase, description of the repair needed, and a photo of the damage. 

Solomon Strands prides itself on craftsmanship and guarantees the quality of its one-of-a-kind pieces. If any issues arise within three months from the date of purchase, we will repair it at no charge (under reasonable circumstances). Purchases in need of a repair after three months will incur a fee and are assessed on an individual basis, contingent upon material availability and the nature of the repair.

DAMAGED / DEFECTIVE ITEMS

In or out of warranty, we will always do our best to repair your jewelry. Please note that due to the unique nature of our products identical materials and/or gemstones will not be available. Customers are responsible for shipping charges, but we take care of the return shipping.  

If you receive an item in error or one that's damaged, please notify us at info@solomonstrands.com within 48 hours of delivery and we will rectify the problem as quickly as possible. 

Faulty, damaged, broken or defective items will be replaced with a similar one (subject to availability.) Note that items that are damaged as a result of normal wear and tear are not considered to be faulty. 

KNOTTING
Most of our pieces are hand knotted with silk and other quality thread. Although the cord is very durable, it is still a fabric product. Extra care must be taken to keep it looking and feeling like new. We advise removing knotted products around water to protect them and suggest reviewing our product care tips. We offer a re-knotting service (see below).

 

Re-knotting

We understand your knotted jewelry may have been on a few adventures with you and that's why we offer a re-knotting service. The cost of the service depends on the length and style of your piece. Please allow up to four weeks for the item to be returned back to you. Send your request to info@solomonstrands.com and we will be happy to assist you with this service. 

PRODUCT CARE 

We know you're going to want to keep your jewelry looking great. Handmade jewelry by its very nature is delicate. To ensure the longevity of your necklace or bracelet, we recommend keeping jewelry in the pouch provided in your shipment. Remove your jewelry when using harsh chemicals and lotions; avoid liquids; and remove while showering, exercising, or swimming. It's best to allow perfume to evaporate before putting on jewelry.  

Store your pieces in a cool, dry place, away from humidity and exposure to excessive sunlight. To gently shine sterling silver clean, use a soft cloth. 

GIFT CARD & GIFT OPTIONS 
Gift cards are available here   
Gift boxes are available here 

E-gift cards are subject to the following terms and conditions:

  • Gift cards do not expire and are non-refundable
  • Sales tax is not charged 
  • Gift cards are sent via email to any recipient with a valid email
  • Senders will receive a confirmation email once the gift card-email is sent to the recipient
  • Gift cards cannot be purchased using another gift card
  • Gift cards may not be redeemed for cash
  • Discounts and/or special offers do not apply to gift cards
  • Promotion codes cannot be combined with gift cards
  • Solomon Strands cannot replace lost, stolen or damaged gift cards