FAQS
RETURNS/EXCHANGES
ORDER PROCESSING
CUSTOMER SERVICE
SHIPPING
SIZING
PRODUCT INFORMATION
JEWELRY CARE
REPAIRS/ALTERATIONS
PRIVATE JEWELRY & SPECIAL EVENTS
| Returns & Exchanges | Product Information |
| Order Processing | Jewelry Care |
| Customer Service | Repairs/Alterations |
| Shipping | Private Jewelry Parties & Special Events |
| Sizing |
What is your return policy?
Returns are accepted within 30 days of the original purchase.Merchandise must be unworn in its original condition with original tags attached. Please note we can only accept jewelry purchased from us through our website, by phone, or directly from Alicia Van Fleteren. Products purchased through our retailers must be returned to the retailer and are subject to the store policy of the retailer.
How do I return an item?
Call 650-592-1398 or 1-877-284-2283 or email us to obtain a Return Authorization Number (RAN). We cannot accept a return with a RAN.When you contact us, please include your name and the style number of the item(s) you are returning. Your request will be answered within 24 hours via email. Please note our customer service hours are Monday through Friday from 9:00 am to 5:00 pm PST.
Once you receive your RAN please:
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Package your item with care. We recommend you use a form of traceable delivery, insure your package, and use a well-padded box for your protection. We are not responsible for items lost, stolen or damaged during your return shipment.
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Return original packaging (jewelry box and pouch)
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Include a copy of your receipt and a copy of your RAN confirmation email.
Please do not send the package C.O.D., as we do not accept returns shipped C.O.D.
Address for returns:
Alicia Van Fleteren
Returns Department
951 Old County Road, #275
Belmont, CA 94002
RAN# -- (your RAN number)
We will notify you when we receive your item.
Credit card refunds will be reflected on your billing statement within 1 billing cycle.
Unfortunately all sale items, custom, personalized, and special orders are all final sale.
How long do I have to return an item?
Returns are accepted within 30 days of the original purchase.Merchandise must be unworn in its original condition with original tags attached. Please note we can only accept jewelry purchased from us through our website, phone, or directly from Alicia Van Fleteren. Products purchased through our retailers must be returned to the retailer and are subject to the store policy of the retailer.
How long will it take for my refund to show up on my credit card?
Credit card refunds will be reflected on your billing statement within 1 billing cycle.How do I exchange an item?
When an item is returned to us, we process a refund for that return. If a new item is ordered in its place, we bill for that item at the time it is shipped. This process helps us keep clear records of transactions.Am I responsible for shipping if exchanging an item?
You will not be charged for shipping if the item you are exchanging for is more that $75. If your order is less than $75, then you will be charged for shipping.How do I return a gift?
Gift items may be exchanged for product equal to or more than the item received. Gift items that were purchased on sale, customized, personalized, and/or special ordered are final sale.Call 650-592-1398 or 1-877-284-2283 or email us to obtain a Return Authorization Number (RAN). We cannot accept a return with a RAN. Please indicate what item(s) you would like to exchange the gift for.
We recommend you use a form of traceable delivery, insure your package, and use a well-padded box for your protection. We are not responsible for items lost, stolen or damaged during your return shipment.
Please do not send the package C.O.D., as we do not accept returns shipped C.O.D.
Address for returns:
Alicia Van Fleteren
Returns Department
951 Old County Road, #275
Belmont, CA 94002
RAN# -- (your RAN number)
What if my order arrives damaged or incorrect?
In the unlikely event of damaged or incorrect merchandise, please contact us immediately. We will reimburse you for the cost of returning the package to us and will not charge you for the shipping costs or replacement merchandise.Which credit cards do you accept?
We accept Visa, Mastercard, and PayPal.When will my order be processed?
While most orders placed Monday through Friday are ready for shipping within 48 hours of ordering, some orders take additional time depending on availability. Orders placed on Saturday, Sunday, or on a holiday will be processed the following Monday or business day. Please contact us immediately at 650-592-1398 or 1-877-284-2283 if you need your order to be expedited.How do I cancel an order?
You may cancel your order within 2 hours of placing your order by calling us at 650-592-1398 or 1-877-284-2283. Please be advised that because we often ship the same day, so your purchase may already be en route and you will be responsible for any shipping charges incurred.Do I have to pay sales tax?
If your order is shipped to an address within California, you will be charged 9.25% in sales tax. Our physical presence in California and California state law requires sales tax to be collected according to the address where the merchandise is shipped.Can I place an order for an International address?
Currently, we only accept and ship orders within the United States of America.How do I use a promotional code or gift certificate?
During check out, you may enter your gift certificate or promotional code in the Promo Code section of the shopping cart. Press ‘apply’ and you will see the discount or gift certificate reflected in your shopping total.Is a gift box included with my jewelry?
All orders placed online are beautifully packaged in jewelry boxes with a jewelry pouch inside.I forgot my password. Can you send it to me?
Yes. Go to ‘My Account’, enter the email address you used to create your account and we will email your password to you shortly.What are your customer service hours?
Our customer service hours are Monday through Friday 9:00 am to 5:00 pm Pacific Standard Time.If a customer service representative is not available when you call, please leave a message and someone will contact you promptly between the hours stated above. You can also email us. Please allow up to 24 hours for a response.
How do I contact a customer service representative?
Our customer service hours are Monday through Friday 9:00 am to 5:00 pm Pacific Standard Time.If a customer service representative is not available when you call, please leave a message and someone will contact you promptly between the hours stated above.
You may contact us a number of different ways:
Telephone
650-592-1398
1-877-284-2283
What are my shipping charges?
All orders over $75 qualify for free UPS Ground shipping.Real time UPS shipping charges are reflected in the checkout section of our website.
Do you ship internationally?
We only ship within the United States, including Alaska and Hawaii.What are the shipping options for Alaska or Hawaii?
All orders to Alaska and Hawaii must be shipped via UPS Second Day Air or UPS Next Day Air.What are my shipping options?
Our packages are sent via United Parcel Service (UPS).Estimated delivery times are stated below:
UPS Ground - 5 to 7 business days
UPS Second Day Air - 2 business days
UPS Next Day Air - 1 business day
*We are not responsible for shipping carrier delays.
Is a gift box included with my jewelry?
All jewelry ordered online is beautifully and carefully packaged within a gift box.When will my order ship?
While most orders placed Monday through Friday are ready for shipping within 48 hours of ordering, some orders take additional time depending on availability. Orders placed on Saturday, Sunday, or on a holiday will be processed the following Monday or business day.How do I track my order?
When your order is shipped, we will send you an email confirmation containing a tracking number you may use to track your order. You may go to www.ups.com to track your order. You may also telephone us at 1-877-284-2283 or email us with inquiries.How do the necklaces fit?
Below is a description and chart of how necklace lengths will fit on the average woman. Most of our handmade necklaces are adjustable in length via a chain in the back of the necklace.To test what length and size might be best for you, measure and cut a length of string the the appropriate size and try it on for fit.
Necklace length Fit
15-1/2 inches choker16 inches at the neckline
17 - 18 inches below the neckline
20 - 24 inches mid-chest, near the breast line
30 inches upper abdomen, below the breast line
36 inches upper middle abdomen
How do the bracelets fit?
Most of our bracelets are adjustable in length. The average length that fits most women is 7 inches.To test what length and size might be best for you, measure and cut a length of string the the appropriate size and try it on for fit.
Can jewelry be customized to fit?
Most jewelry shown on the web site can be customized to fit or personalized. Elective repairs may incur charges for any associated material costs. An estimate of the alteration will be sent to you before the alteration is completed. Additional costs must be paid for prior to work being done. Also please note that customized, personalized, and special orders are all final sale.Please allow 3 weeks for the processing of your alteration. If the material for your alteration is not in stock, your alteration may take longer.
If you are interested in having something customized or altered, please contact us by phone at 650-592-1398 or 1-877-284-2283 or by email.
What is your jewelry made of?
Our jewelry is made of sterling silver, Thai silver, gold, gold vermeil, gold fill, pearls, precious and semi-precious gemstones. All the materials we use to make our jewelry is carefully hand selected to ensure the highest quality products.What is gold filled?
Gold filled is an actual layer of gold which is permanently bonded under enormous pressure to the surface of a matching color metal alloy. Gold filled is not to be confused with gold plating as filled literally has 100% more gold than gold plating. The material produced is about 5% gold, so it is much less expensive than solid gold. Gold filled is tarnish resistant, does not flake or rub off and is considered fine quality, unlike base metal costume jewelry.What is gold vermeil?
Gold vermeil, which is pronounced "vehr-may", is sterling silver plated with gold. The gold vermeil beads and findings we use in our designs have gem quality plating that uses 98.5% pure 24 karat gold.What is Thai Silver?
The Karen Hill Tribe in northern Thailand produces handmade silver beads and pendants using traditional tribal methods passed down from generation to generation. The silver content is typically 95-99%, which is higher than sterling at 92.5%. The higher silver content is softer and therefore easier to shape into unique styles. On close inspection no two pieces are exactly alike, attesting to the handmade nature of these beautiful pieces.Why do the stones in my piece look different than on the website?
The jewelry shown on our website is handmade. Due to the handcrafted aspect of our jewelry and use of natural gemstones and pearls in our designs, pieces will vary slightly and may contain imperfections and subtle differences from order to order.What is my birthstone?
| Month | Birthstone | |
|---|---|---|
| January | Garnet, Rose Quartz | |
| February | Amethyst, Onyx | |
| March | Aquamarine | |
| April | Diamond | |
| May | Emerald | |
| June | Pearl, Moonstone | |
| July | Ruby, Carnelian | |
| August | Peridot | |
| September | Sapphire | |
| October | Tourmaline, Opal | |
| November | Topaz, Citrine | |
| December | Turquoise |
How do I clean my jewelry?
In order to preserve your jewelry for years to come, we recommend that you do not swim, shower, sunbathe, or exercise in your jewelry. We also suggest that you apply perfume, lotion, or hairspray before you put on your jewelry.Sterling silver can be polished by rubbing or buffing with a dry silver polishing cloth. Be sure to clean the silver only and avoid contact with gemstones and pearls, as this may cause damage to the stones. We do not recommend use of powders, dips, creams, or lotions.
Many gemstones and pearls are delicate. Hot water, harsh chemicals and cleaners should be avoided at all times. Porous stones, such as pearls, should be cleaned using an untreated, dry, soft cloth. Gemstones can be lightly cleansed in your hand with a small portion of dish soap. Be sure to rinse well and pat dry. This process is not recommended for gemstones knotted on silk cord.
Gold filled beads and findings can be cleaned with mildly sudsy water. Rinse well and pat dry with a non-scratching cloth. Keep away from chemicals.
Gold vermeil can be buffed very gently with a soft cotton cloth or microfiber cloth. Never use chemical cleaners on gold vermeil jewelry, it can strip the finish. Gold vermeil requires special care. Remove jewelry before applying perfume or lotion, bathing, or entering a pool or hot tub. Chlorine can permanently damage or discolor gold vermeil. It is natural for gold vermeil to tarnish with time; however, this will add to the character and charm of your piece.
How should I store my jewelry?
In order to preserve your jewelry, we recommend that jewelry be stored flat or loosely rolled in a jewelry box or other closed container. This will help to keep silk from stretching, bead wire from kinking, and chains from tangling. We also suggest that jewelry is stored away from moist environments, such as the bathroom or shower, as it may contribute to the tarnishing of metals.What is your repair policy?
We guarantee our jewelry for one year after the date of purchase. We are happy to provide repairs due to reasonable breakage or craftsmanship - free of charge - for one year from date of purchase on any item purchased through our website, by phone, or directly from Alicia Van Fleteren. Items purchased through our retailers must be returned to the retailer to process the repair.All items returned for repair will be inspected. Due to the handmade aspect of our jewelry and use of natural gemstones and pearls in our designs, pieces will vary slightly and may contain imperfections created by nature. These natural imperfections do not qualify for our one year guarantee.
Elective repairs, such as alternations, lengthening, or errors by the customer - including excessive damage - will incur charges for any associated material costs and return shipping charges. An estimate of the repair will be sent to you before the repair is completed.
Please allow 2 - 3 weeks for the processing of your repair. If material for your repair is not in stock, your repair may take longer.
To return an item for repair or alteration, please follow the steps below:
Call 650-592-1398 or 1-877-284-2283 or email us to obtain a Return Authorization Number (RAN). We will not accept a return without a RAN.
We recommend you use a form of traceable delivery, insure your package, and use a well-padded box for your protection. We are not responsible for items lost, stolen or damaged during your return shipment. The client will be responsible for shipping.
Please do not send the package C.O.D., as we do not accept returns shipped C.O.D.
Address for repairs:
Alicia Van Fleteren
Attn: Repairs Department
951 Old County Road, #275
Belmont, CA 94002
RAN# -- (your RAN number)
