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Questions About Rings:

Do you offer rings with more than 3 bands?
Can I have one name stamped on one side of the ring and a birth date or another name on the opposite side of the ring as long as it is within 12 characters?
Can I have a name or date stamped on the inside of the ring?
Are the birthstone rings available in double and triple rings?
What kind of stones are in the birthstone rings?
Can I add a band at a later date?
Can I get a double or triple band and leave a band blank to get stamped at a later date?
I noticed on the models hands on the website that sometimes the names on the rings are covered up by other bands. Will I be able to line the bands up so that all the names show?
Can I order a ring smaller than a size 4 or larger than a size 10?
When trying to determine my ring size, do I order the size I normally wear or a half size bigger to allow for multiple bands?
What if I am placing an order and don't know the size to order?
Since the double and triple rings have more than one band, I am afraid they will be uncomfortable. Do you have complaints about this?

Questions About Charms:

One of my charms has fallen off, what can I do?
What if I want to order new charms for my necklace or bracelet - will you add them on?

General Questions:


What is the time frame for a typical order?
Can I have my order rushed?
How does my order come packaged?
What if I need to have my jewelry re-done?
I have had allergic reactions to sterling silver in the past, will I be able to wear this jewelry. Is your jewelry nickel free?
Do you offer your jewelry in gold?
Can I change my order after it is placed?
What are your shipping policies?
Can you ship internationally?
Can I order a gift certificate?
Need help using the previewer tool?
How do I sign up for the gift registry / wish list?

Return Policy

 

Warranty

 

Questions About Rings:

Do you offer rings with more than 3 bands?
We do not offer a ring with more than three bands so that we may ensure the quality and fit of our design. As the bands are intertwined, adding additional bands increases the width of the ring and prevents it from rolling down the finger properly. Should there be more than three names desired for the ring, we suggest that you purchase two rings and stack them or have more than one name imprinted on each band. Please note that for bands bearing more than one name, the 12 characters/spaces per band limit still applies.

Can I have one name stamped on one side of the ring and a birth date or another name on the opposite side of the ring as long as it is within 12 characters?
We are sorry but because of stretching, we only can stamp each band once.

Can I have a name or date stamped on the inside of the ring?
No, we do not have the ability to stamp the inside of the ring.

Are the birthstone rings available in double and triple rings?
No, the birthstone rings only come as singles. They look great stacked!

What kind of stones are in the birthstone rings?
The stones are Swarovski crystal, the highest quality crystal glass from Switzerland.

Can I add a band at a later date?
Each ring is sized according to the combination of bands. It is not possible to add a band as the additional width of the band would decrease the overall sizing of the ring. We suggest that you buy a single band to stack with your original ring.

Can I get a double or triple band and leave a band blank to get stamped at a later date?
Yes. There will be an additional $25.00 charge per band for delayed processing and return shipping.

I noticed on the models hands on the website that sometimes the names on the rings are covered up by other bands. Will I be able to line the bands up so that all the names show?
You will be able to arrange the bands so that all the names are showing, but once your hands begin to move, the rings will shift as the bands are interconnected.

Can I order a ring smaller than a size 4 or larger than a size 10?
No. However, you can order the smallest size and have your local jeweler customize the size for you.

When trying to determine my ring size, do I order the size I normally wear or a half size bigger to allow for multiple bands?
We ask that you order the size that creates a snug (not tight) fit on your finger.

What if I am placing an order and don't know the size to order?
If you are unsure of your size, we ask that you select to have a ring sizer sent to you in the size drop down box.

Since the double and triple rings have more than one band, I am afraid they will be uncomfortable. Do you have complaints about this?
No. The rings are created to ensure a comfortable fit. We hand size each ring to be sure that it will not cause any discomfort.

How does your ring sizer system work?
If you are unsure of your size please select "please send ring sizer for$2" in the size drop down box. We will send you a ring sizer through the mail to the shipping address on your invoice. Once you have used the ring sizer you will send us an email with the size and your invoice number. With your ring sizer you will receive directions on how to send the size, how use the sizer, and your invoice number. Please note that if you have any other items on your purchase they will not ship until we have received the size for your ring. Once we receive your size your ring will ship within 14 business days. Please note that this time frame does not apply during the following holidays: Christmas, Valentine’s Day, and Mother’s Day. If your order has a rush fee it will ship with in 1-2 business days.

Questions About Charms:

One of my charms has fallen off, what can I do?
We understand that charms sometimes get caught and pulled off. We are happy to re-solder any charm free of charge up to 30 days from date of shipment. There will, however, be a $10 return shipping fee. The original charm and bracelet or necklace has to be returned using the Product Return Form. After 30 days, there is a nominal soldering charge of $2/charm + $10 return shipping.

What if I want to order new charms for my necklace or bracelet - will you add them on?
Yes! Simply place the order for the new charm(s) online. In special instructions, tell us you are sending the original necklace or bracelet back and for us to hold the order. Using the Product Return Form, send us back the original piece and make sure to claim insurance or have the package delivered with a signature required. There is no charge to solder on the newly purchased charm(s). On bracelets, there is a fee of $2/charm that is moved and has to be soldered again. On ball chain necklaces, there is a $2 moving fee for charms which need to be placed in a different order.

General Questions :

What is the time frame for a typical order?
Once we receive your order, we are able to create your custom jewelry and prepare it for shipping within 14 business days. Please note that this time frame does not apply during the following holidays: Christmas, Valentine’s Day, and Mother’s Day. Orders placed during these times may take up to 25 business days to create and ship.

Can I have my order rushed?
Yes. Please click the $25 Rush Fee button on the Cart Contents page. Adding the Rush Fee to your purchase will ensure your order ships the method you choose within 1-2 business days. Please note, we are not responsible for package delivered late by USPS or UPS due to weather, an incorrect address, ect.

What if I need to have my jewelry re-done?
Occasionally there will be an error in the sizing of a ring or in the spelling of names. If the error is on our part, we request that you return the jewelry to Nelle and Lizzy. We will correct our mistake and ship your purchase with in 5 business days. If the error is on your part, we ask that you return the jewelry, and we will create a new piece at a discounted price if the order is returned before 30 days after the item was received. Please note that we will not accept returns without the approval of Nelle and Lizzy. For approval, please contact us at info@nelleandlizzy.com or at 817.926.6336. Click here to download our jewelry return form. We recommend returning your purchase using an insured service. If you send back the original gift wrapping to us it will not be returned.

I have had allergic reactions to sterling silver in the past, will I be able to wear this jewelry?
Our silversmith uses .925 sterling silver that is nickle free. The other percentage is mixed metals to harden the sterling.  If you have had a previous allergic reaction to silver, we ask that you do not order our jewelry.

Do you offer your jewelry in gold?
No, we do not offer any of our jewelry in gold.

Can I change my order after it is placed?
If you would like to cancel or change your order please call or email us as soon as possible. Please keep in mind that our system is designed to ship orders quickly and efficiently. Therefore, we can not change an order once it has entered production.

Shipping Information
On the checkout page you have the option of choosing the following shipping methods:

USPS Prioriy Mail

USPS International

UPS Ground, 2 Day or Next Day Air

The cost of each service will depend on the address you provide.  All orders will ship within 14 business days.  If a Rush was placed on the order (a $25 fee) the order will ship within 2 business days via the delivery method you choose. 

Can you ship internationally?
International shipping depends on your location. The price can range between $19 - $29 for USPS Priority Shipping. Please note brokerage fees and taxes may be charged by the parcel carrier in your country. We do not dictate these prices, and are not responsible for these costs. To find more information please contact your local post office.

How does my order come packaged?
Almost all of our products come in our signature packaging - a kraft colored box filled with lavender and rosebuds and tied with a Nelle & Lizzy ribbon.  Some items do not fit in the boxes and come in canvas bags while other products are wrapped in tissue.  If you have a preference about your packaging, please state it in the special instructions box at check out.

Can I order a gift certificate?
Yes, to order a gift certificate click here.

Our Customer Service hours are Monday-Friday 9:00-5:00 Central standard time.  Please call 817.926.6336 with questions or you can email us at info@nelleandlizzy.com.

Return Policy:
Any jewelry that has customized stamping is not returnable. Since the majority of our products are customized we are unable to accept returns once the order is placed on any customized pieces. All other products must be returned in resellable condition within 30 days of the date of delivery. If items are damaged upon return, we will evaluate the extent of the damage and any credit issued will be adjusted accordingly. If you have a product that is not customized but that has been assembled or soldered according to your order, there is a restocking fee of 20% of the total cost of the item. The customer is responsible for all return shipping charges and the original shipping is not refundable. If you would like to exchange a necklace or bracelet for a different size, the price will be adjusted to reflect the change in length. There will also be a $2 charge per item that has to be moved to the new product.

If we have made an error on your order please note we will need to receive the original piece before sending a replacement. You can print a product return form here: Product Return Form

Please take your item to your local packaging store to assure proper mailing procedures. We recommend insuring your package as well. Original packaging will not be sent back with the item. The item will be sent back to you in a new ziplock back to prevent tarnishing.

Do not return item in a regular envelope. Use a padded envelope or box and make sure to use the proper amount of postage. Items broken or lost in transit back to N&L are not our responsibility.

All returns require our return form so we know how the item should be serviced, and where to send the package when it is done. Product Return Form

Your return will ship between 1-5 days after the package is received. We will send you an email notification with a tracking number once your item has shipped.

Our Return Address:
Nelle & Lizzy.com
1226 S. Lake Street
Fort Worth, Texas 76104

Warranty:
All N&L products are guaranteed for normal wear and tear for up 60 days. Before shipping your product please contact us to confirm your return and complete the Product Return Form. The customer is responsible for return shipping costs unless the return cost is approved prior to return.

 



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