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FAQs

For other questions or special orders, please use our Contact page for direct inquiries. You may also call  +1-800-397-8787 or fax us at  +1-302-380-4779.

WHAT ARE THE CHARACTERISTICS OF THE SILVER?

All of our jewelry is nickel-free, lead-free, hypoallergenic, .925-and-above Sterling Silver.

LIFETIME WARRANTIES

This warranty covers any defects in material or workmanship and includes any repair work necessary to bring the jewelry back to original condition. Any damage caused by misuse or neglect is not covered by this warranty.

CAN YOU SEND ME A COLOR PRINT CATALOG?

Yes, a refundable $5 fee is charged for the catalogs of your choice. This $5 is credited to your first order. We also have online catalogs, as well as catalogs that can be emailed for free. Please let us know your preference, as we have several catalog options.

HOW DO I CONTACT YOU FOR SPECIAL ORDERS OR SPECIAL REQUESTS?

If you don’t see what you’re looking for, simply ask using our Contact page, of if you prefer, call us  +1-800-397-8787.

HOW IS MY PERSONAL INFORMATION USED?

We give priority to security and always ensure that your personal information will not be sold or disclosed to third parties.

We do not store any credit card information in our system.

For more information about data storage or any security related topic, please have a look at our Privacy Policy.


WHAT ARE MY PAYMENT OPTIONS?

From North America we accept Visa, MasterCard, Discover, AMEX, and PayPal, or you can wire money to our bank account. All checks are payable to “Peter Stone Co. USA, Inc.”. Please note your item will ship once your check has cleared.

CUSTOMS, DUTIES, AND TAXES

As the purchaser, you are responsible for making sure jewelry can be lawfully imported to your destination country. When you order from peterstone.com (and affiliate websites), you are the importer of record and must comply with all laws and regulations of your country. Orders that are shipped to countries outside of the United States may be subject to import taxes, customs duties, and fees charged by your country.

As the receiver of international jewelry items, you may be subject to such import taxes, customs duties, and fees, which are charged upon arrival in your country. Any charges for customs clearance are the responsibility of the buyer; we have no control over these charges and do not know which, if any, charges will apply.

Customs policies vary from country to country; if you are not sure, you should contact your local customs office for information. When customs clearance procedures are required, they may cause delays beyond our original delivery estimates, but in most cases are non-issues.


WHAT ARE MY SHIPPING OPTIONS?

All jewelry is shipped 7-15 days from order confirmation date.

North America – USA & Canada ~ shipped exclusively via USPS Priority Mail with delivery confirmation (usually arrives in 2-3 business days*) – $9.75

FedEx 2 Business Day Express- $17.00

You may request a special carrier of your choice and use your own shipper account.

Please note: All non-USA and Canadian Countries ~ Peter Stone ships directly from its Thailand factory. International shipping times and rates will vary from country to country and depends on your choice of shipping method. A shipping calculator is available at checkout if you need shipping details.

All orders to the United States and Canada are fully insured, and you are not liable for if your package goes missing. Domestic and International Fed-Ex shipments are fully insured. For other shipping companies, please refer to their policy regarding insurance and liability.

*Estimated delivery time is based on when your item is shipped, not when your order is placed.


DO YOU OFFER RUSH SERVICE?

Absolutely! We can, in many cases, get your jewelry to you within 5 days or less depending on the order size and type. However there is generally a “rush fee” of 5-10% for a rush service. Expedited shipping is required in this case

HOW DO I CANCEL AN ORDER ONCE IT HAS BEEN SUBMITTED?

If for any reason you wish to cancel your order, please contact Customer Service. There is a 20% restocking fee to cancel Special Order items. If your order has already shipped, please send back the item(s) using the original parcel or a protected, padded envelope. Jewelry cannot be mailed back using regular envelopes due to problems with postal handling.

HOW CAN I CHECK THE STATUS OF MY ORDER, SPECIAL REQUEST, OR RETURN?

You can check the status of your order by logging in to your account or by calling  +1-800-397-8787.

When an order is placed, you will receive an e-mail confirmation. Upon payment, your order status will automatically be changed to “Awaiting Fulfillment”, which means your payment was well-received. In this stage, your order is being handcrafted by our team of talented and dedicated individuals. It takes 3-7 days for retail orders (14-21 days for Wholesale orders) to complete this process and fulfill your order.

When your order is completed and shipped, we’ll change your order’s status to “Shipped”. You will receive an e-mail notification with your tracking number once we ship your order. Please check your SPAM folders. To check the status of your shipment, click on the tracking number displayed in the email or check the My Account section on the website. Your order's transit time depends on the shipping option you select at checkout.


WHAT IS YOUR RETURN/EXCHANGE POLICY?

We offer retail customers a no-questions-asked return policy. Merchandise may be returned for a full refund or exchange within 60 days of receipt (less shipping and handling charges).

Shipping fees are nonrefundable, unless we shipped an incorrect item or the item is defective. Returns are accepted up to 30 days from the ship date. You must call for a return authorization number (RA#).

Once you have received your RA# and information, you may check the status of your return by logging into your account or by calling  +1-800-397-8787. Please allow 7-12 business days for your credit to be processed after the item(s) have been received and inspected. Refunds will be issued using your original form of payment for your original purchase.

Please Contact our customer service team or call us at  +1-302-436-0200 for your RA# and instructions before you return any items.