Advice and Answers

from the HoneyLock Team


Shipping

Important Shipping Information

Our system must verify that the address you enter during checkout is a valid address. If our systems detect an error in your address during processing, your order will be put on hold and we will email you, this could cause a delay during the processing period. So please double check your address during checkout!

We are not responsible for international customs, all custom charges are the customers responsibility. We are not responsible for contacting customs centers however we can help by filing a claim to USPS. If items are returned for any reasons any custom charges and/or shipping charges will not be refunded.

 

I think my order is lost in the mail.

If you have a tracking number and you see that your order is not moving or in transit to you, or your tracking number says your order is delivered but you have not received the package you may file a claim with USPS here: https://www.usps.com/help/claims.htm 

We recommend that you choose an insured shipping method to ensure your package will not get lost in the mail. All claims are customers responsibility with the carrier. We do not issue refunds when orders are lost in transit.

We are also not responsible for customer inputting the wrong shipping info.

How can I track my package?

Please CLICK HERE to track all orders (:


*Please allow 1-2 days for tracking to update after shipment confirmation email

How long does shipping usually take?

Our distribution center hours are 9am-4pm EST Monday - Friday, we stop shipping out orders after 4pm EST. If you place an order on the weekend we will ship it out the next business day.

Do you ship internationally?

We ship worldwide! Custom charges may apply in your country.


*Please note that we are NOT responsible for custom charges

What are your shipping options?

Domestic Orders (USA)

USPS Free Shipping:

○ Free
○ 1-2 business day processing period
○ 2-4 business day shipping period
○ Does not include insurance

USPS Priority Mail:

○ 1 business day processing period
○ 1-3 business day shipping period
○ Includes $50 of insurance

International Orders

USPS First Class International:

○ Affordable
○ 1-2 business day processing period
○ 7-21 business day shipping period
○ Does not include insurance

USPS Priority Mail International:

○ 1 business day processing period
○ 6-10 business day shipping period
○ Includes $200 of insurance

*You can choose your preferred shipping method at checkout

**Please note that custom orders takes about 7 days to process

 

How much does shipping cost?

○ We offer free shipping within the U.S

○ All international orders are calculated at checkout.

 

Other

How long do custom orders take?

All custom orders take about 7 days since we have to engrave them in house.

Where are you located?

Our company is based in Ybor City of Tampa, Florida.

What are your jewelry made of?

All of our jewelry is either Gold, Rose Gold or Silver plated over Stainless Steel and rings are 925 Sterling Silver.

Returns & Exchanges

I am missing some items, what do I do?

Please open, examine, and try on the items you have purchased immediately after receiving your order. You must report any missing item within 1 day of when your tracking says you received your order.
In the rare case that you do not receive all your items ordered we will reship them to you free of charge. Please select 'Missing Parts' while filling out this form.

Can I exchange an item?

We only replace items if they are defective or damaged. You must report a damaged item within 1 day of when your tracking says you received your order by clicking here. You will receive an email to submit your picture proof.

I received the item damaged, what do I do?

Please open, examine, and try on the items you have purchased immediately after receiving your order. You must report a damaged item within 1 day of when your tracking says you received your order.
Please CLICK HERE for reshipment. In the rare case that you do receive a damaged item we will send you a brand new one free of any charges. You will be emailed a new tracking number.

What is your Return Policy?

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of orders are exempt from being returned. Such as international order and custom products.

Please CLICK HERE for returns.

Exchanges (if applicable)
We only replace items if they are defective or damaged. You must report a damaged item within 48 hours of when your tracking says you received your order by clicking here. You will receive an email to submit your picture proof.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Store Credit

We offer free returns if the customer chooses store credit as a refund. Our store credit never expires.

 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@honeylock.co.

Holiday Sales (if applicable)
Only regular priced items may be refunded, unfortunately, holiday sale items cannot be refunded.


Shipping

You can receive a return label by clicking here. Please use a padded envelope/bubble mailer when shipping all jewelry. We will not be held responsible if we receive it damaged.


*All international and custom orders are final sale.

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Support

Please feel free to email us at support@honeylock.co , be sure to include your order number.

Our customer support team is available 8am-4pm EST Monday-Friday. All emails sent after support hours will be answered the next business day.