customer service 2017-09-06T19:52:48+00:00

FAQ

SHOPPING BAG:

Browse thought the products selection in the SHOP page and click on “ADD TO BAG” button to select a product. A product placed in your Shopping Bag holds no obligation to buy.

You can remove it at any time by clicking on the remove button.

VIEWING YOUR ITEMS IN THE SHOPPING BAG:

Your Shopping Bag content can be viewed at any time in the upper right hand corner of your screen.

By clicking on it, you can either continue to browse through the shop or proceed to the checkout to purchase the contents of your Shopping Bag.

CHANGING THE PRODUCTS IN YOUR SHOPPING BAG:

While reviewing the contents of your Shopping Bag, you can:

CHANGE THE QUANTITY OF A SPECIFIC PRODUCT IN YOUR SHOPPING BAG

To do so, change the quantity of the product you want and click anywhere on the screen to automatically update the contents of your Shopping Bag.

REMOVE PRODUCTS FROM THE SHOPPING BAG

To remove products from the Shopping Bag, click on the “Delete” button in the Shopping Bag view. As long as a product remains in the Shopping Bag, it has not been deleted.

DO I NEED TO SET UP A USER ACCOUNT IN ORDER TO BUY PRODUCTS AT WWW.CATERINAJEWELRY.COM?

No, you do not have to set up an online user account in order to place an order with www.caterinajewelry.com.

However, we kindly suggest that you create a user account as it offers multiple advantages (see advantages below).

WHAT ARE THE ADVANTAGES OF SETTING UP AN ONLINE USER ACCOUNT?

By registering to Caterina Jewelry, you have the following benefits:

Speed up online shopping experience by storing your personal information

View the status of your order at any time

Add favorite products to your personal Wish List, which can be forwarded to friends and family

All personal information provided while registering is protected by your personal password.

To register, please go to the My Account section at the top of the page.

WHAT ARE THE BENEFITS OF A WISH LIST?

This service is available exclusively to all registered users of the Online Shop and the Club

The Wish List can contain up to twenty products that you would like to buy later or mark as gifts.

To purchase a product from your Wish List, simply click on the Add to Bag button.

Articles in your Wish List can be purchased at any time by moving them into your Shopping Bag.

Please note that prices of products are subject to change. You may also send this list to your friends and family.

HOW TO REGISTER TO CATERINA JEWELRY

You can register by creating an Account in  My Account

If you are a registered user, your existing address details will be saved.

REGISTRATION AND PASSWORD CHANGE

To change your password and other personal information, go to the My Account section and change your registered personal details at any time.

FORGOT YOUR PASSWORD?

If you have forgotten your password, please go to the CATERINA JEWELRY My Account page to reset or retrieve your password.

HOW TO TRACK YOUR ORDER?

Please log into your account to track your order.
Your order details are provided in the confirmation email and on the invoice. Order Tracking

Select the order tracking option on the right hand side and put your order number on the text box to check the status of your order.
LOGIN

HOW LONG DOES IT TAKE FOR MY ORDER TO ARRIVE?

It will take from 3 to 7 business days for your order to arrive. Please see our Shipping Options for further details.

HOW CAN I CHANGE MY ORDER?

We regret to inform you that, due to technical restrictions, you cannot change you order once it has been confirmed. Please refer to our Return Policy for more information. For further assistance, please contact our Customer Service team.

HOW CAN I CANCEL MY ORDER?

We regret to inform you, that due to technical restrictions, you cannot cancel you order once it has been confirmed. If you no longer wish to receive your entire order, we kindly suggest that you refer to our Return Policy . For further assistance, please contact our Customer Service team

CAN I ORDER BY PHONE?

Stores can order by phone for wholesales order.
For individual order, we regret to inform you that our service team cannot process your order over the phone. All orders must be placed directly on our website. However, you can contact 323 825 9038 with any questions prior to placing your order.

THE PRODUCT THAT I WANT IS OUT OF STOCK, CAN I STILL ORDER IT?

Items that are temporarily out of stock are marked with “Temporarily out of stock” in their detailed view.
Please send an email to sales@caterinajewelry.com if you would like to be informed of when the item becomes available.

DO YOU OFFER FREE SHIPPING?

Yes, we offer free shipping depending on the total amount of your order. Please see our Shipping Options for further details.

HOW MUCH ARE THE SHIPPING COSTS? SHIPPING OPTIONS? REGIONS EXEMPT FROM DELIVERY?

Unfortunately, for logistical reasons, we are currently unable to deliver to a shipping address that is located in a different country than the billing address.
SHIPPING TIME ESTIMATES
To the United States: approximately 4-7 business days

SHIPPING COSTS AND HOW TO QUALIFY FOR FREE STANDARD SHIPPING

Please refer to the destination country for an estimate on shipping costs.

SHIPPING COSTS
CountryShipping MethodsShipping ChargesFree

Shipping over

  United    StatesPriority Mail® 2-Day

Signature requirement for all    orders above $75

       $6.80                               $450.00

Items remain the property of Caterina Jewelry until final payment is received.

Domestic: We ship USPS when the shipping destination is in USA.

USPS Priority Mail 2-day: The cost of shipping is $6.80 with tracking numbers.
All orders above $75 requires signature on delivery

Alaska, Hawaii, Guam, Puerto Rico, and U.S. Virgin Islands:

We ship USPS Priority Mail 3-Day when the shipping destination is in the above states/territories.

Note for USPS Shipping: Due to the low shipping cost, the customer is responsible for any lost or delayed items

P.O. Box address, Army Post Office (APO) and Fleet Post Office (FPO) addresses are not accepted.

International: We ship USPS for international shipping destinations.

The cost of shipping is $50 for Express International Shipping with tracking numbers or insurance.
The cost of shipping is $23.5 for Priority International Shipping without tracking numbers or insurance.

WHICH PAYMENT OPTION DO YOU OFFER?

PAYMENT BY CREDIT CARD

We accept the following credit cards: Visa, MasterCard, American Express and Discover.

There is no surcharge for using your credit card to make purchases.

Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your credit card bank has on file for you).

Incorrect information will cause a delay in processing your order.

Your credit card will be billed upon shipment of your order.

PAYMENT BY PAYPAL

We accept Paypal payment.

There is no surcharge for using your Paypal account to make purchases.

Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your Paypal account has on file for you).

Incorrect information will cause a delay in processing your order.

PAYMENT BY AMAZON

We accept Amazon payment.

There is no surcharge for using your Amazon account to make purchases.

Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your Amazon account has on file for you).

Incorrect information will cause a delay in processing your order.

SECURITY CODE

As of October 1, 2001, it is mandatory to enter a security code (CVC2/CVV2) for the security of all credit card transactions made online.

This number is neither stored on the magnetic strip nor printed on any payment receipts.

Through the request of this security code, it is ensured that all paying customers have their credit card physically available at the time of purchase and that the card is not being misused.

For VISA and Eurocard/Mastercard, the security code is a three-digit number situated in the upper right corner of the signature panel on the back of the card, next to the repeated credit card number.

HOW SECURE IS MY PAYMENT?

The order process at www.caterinajewelry.com is safe and secure.

The personal and credit card information you enter is encrypted to keep it protected while in transit.

Your online purchase is processed through a secure computer server.

HOW IS CATERINA JEWELRY PROTECTING MY PERSONAL DATA?

All communication is encrypted, preventing any third parties from viewing your personal information.

Please see our Privacy Policy for further details.

WHAT IS YOUR RETURN POLICY?

Due to Store Rules, we do not offer Store Returns, only Store Exchange. Sales items are not returnable. You have seven daysfrom the date of purchase or the date of receipt to request an Exchange by email or phone. Items must not be tampered with, damaged, or switched. They have to be in same condition as we shipped before. Customer is responsible for exchange shipping, unless we made a listing error. Gift cards and vouchers (subject to applicable law)are not returnable. Unfortunately, no exchanges will be accepted after this date.

CAN I RETURN ITEMS THAT I BOUGHT AT A LOCAL CATERINA JEWELRY RETAIL LOCATIONS OR ON A DIFFERENT WEBSITE?

We cannot accept any returns for items purchased from other online stores or from local Caterina Jewelry retailers . To return any items purchased from other online stores or from local Caterina Jewelry  retailers , please contact the specific merchant for their individual return policies and procedures.

CAN I EXCHANGE A PRODUCT PRIOR TO RECEIVING IT?

It is currently not possible to exchange/replace an item(s) for a different product prior to receving it.To do so, a new order must be placed online and you will be refunded automatically with the amount of purchase when the item is received.

If you are a gift recipient of this item, the original buyer will be refunded.

WHERE DO I SEND MY RETURNS?

Please send your item to the address below. Keep a copy of your postal transaction for your own reference purposes.

CATERINA JEWELRY LLC
9663 Santa Monica Blvd #828
Beverly Hills, CA 90210

You will not receive a replacement product by mail unless a new order is placed via caterinajewelry.com.
In case of the return of an item sold in accordance with a promotion, the promotion will no longer be valid if the conditions are no longer fulfilled. Accordingly, items that were received for free due to a promotion, will be debited accordingly in case the conditions are no longer fulfilled.

General wear and tear is not covered by the Caterina Jewelry Warranty Policy. This includes damage from using liquid silver polish on the product, wearing it in pools or hot tubs, and normal fading on oxidized items.

HOW DO I CARE FOR MY JEWELRY?

Our silver and gold plated beads are treated to resist tarnishing. However, if they need a quick touch-up, we recommend using a silver polishing cloth.

Do not use liquid silver polish as it removes the oxidization off the beads and bracelets.

We also recommend that you remove your jewelry before getting in contact with water, especially in hot tubs and swimming pools, as exposure to harsh chemicals can alter the appearance of your Caterina Jewelry product.

WHAT ARE THE CATERINA JEWELRY’S PRODUCTS MADE OF?

Caterine Jewelry is made of high quality materials, including .925 sterling silver, gold tone and fine vibrant crystals.

Each bracelet, necklace and earring is uniquely designed to capture the concept of playful elegance.

WHAT IS YOUR WARRANTY POLICY?

We accept returns on defective products that are returned within 7 days from the date of purchase or the date of receipt.

General wear and tear is not covered by the Caterina Jewelry Warranty Policy. This includes damage from using liquid silver polish on the product, damaging the product by wearing it in pools or hot tubs, and normal fading on oxidized items.

If you would like to return a defective Caterina Jewelry product purchased at caterinajewelry.com, please contact our Customer Service Team prior to returning the product.

Proof of purchase is required for any warranty cases.

HOW CAN I GET IN TOUCH WITH THE CATERINA JEWELRY CUSTOMER TEAM?

Please refer to our contact details in our Customer Service area.