Frequently Asked Questions
Our customer support team is available Monday through Thursday from 10AM to 4PM. We do our best to respond to all inquiries within 2 business days and appreciate your patience!
Please understand that holidays may affect these hours as we may be experiencing a high volume of support tickets.
You can contact us using our . Talk with you soon!
Please know that we are working our hardest to get these products restocked as soon as possible!
If you would like to be among the first to know when a specific product is restocked, you can sign up for restock notifications on the product page.
Additionally, we typically announce product restocks to our Instagram followers and our email/SMS subscribers so you may want to hop on there as well! You can sign up for our email list .
After an order has been placed, customers have 1 hour of processing time to cancel their order, change items on their order or edit their shipping address. After an hour is up, you can submit a request with our to see if the order is still able to be changed.
Often times it will be necessary to do a if your order has already been processed.
The Salty Gem works with retailers all over the country. Many of our items can be found in a location near you!
If you are interested in carrying Salty Gem products in your store, please submit a request with our and select 'Wholesale / Collaboration' as the subject.
We unfortunately don’t have a way to allow you to request specific sea glass on our website. However, due to high requests for this exact question, we have created a way for it to be possible on our instagram.
Exclusively through our instagram subscription, we now do monthly ‘Pick Your Sea Glass Jewelry’ events. and get access to these exclusive events. Please note, only our custom invoices will count towards these events, we will not be able to accommodate previous online orders.
Some materials like pearls, sea glass, opals, and stones are natural entities; therefore no two pieces are exactly the same.
We know you're STOKED to get your order so here's a little more information to ease your mind. For all orders, we require 1-6 full business days to process orders and get them ready to ship out. If you purchased our 'Expedited Shipping' option, we put you at the top of our list for fulfillment, meaning your order will get processed within 1-2 business days. If orders are placed on Friday, it's possible that they will be processed and shipped that same day but it's more likely that they will be taken care of on Monday morning.
Once we've had that 1-6 full business days to process your order, shipping typically takes an additional 2-7 business days (for Domestic orders) or 15-25 business days (for International orders). Shipping times can vary based on your location and you should receive a more accurate estimate once your tracking number processes.
When your order is processed and shipped, you should receive emails to update you on the packages status but be sure to check your spam and promotions folders as they sometimes go there by mistake! You can also download the Shop app for additional updates on where your package is in transit. That way, you can be in the know every step of the way!
Summary:
Standard Shipping: Allow 5-10 business days for processing and delivery.
Expedited Shipping: Allow 3-6 business days for processing and delivery.
*Note: 'business days' means excluding weekends & all U.S. federal holidays.
If your items were "returned to sender", it is often due to an error with the address. When packages are returned to us, we will receive them back to our warehouse and initiate a store credit refund for the original item price on receipt (this can take anywhere from 3-5 business days). Please note, if the shipping address was not input correctly, The Salty Gem is not responsible for any fees incurred and any package insurance, initial shipping costs, unpaid taxes or duties that will be deducted from the refund.
To learn how to find/use your store credit, .
We use USPS to deliver our packages. Domestic orders usually take around 4-7 business days to be delivered once shipped and international orders can take around 10-15 business days, depending on the location. Please allow 1-5 full business days for your order to be fulfilled and processed before it ships.
If you are having your Salty Gem products shipped internationally, please be patient as it can take much longer due to customs and the reliability of the postal service of the country being shipped to. Once packages have passed US customs, they often become un-trackable since they are no longer in the hands of the original carrier.
Domestic orders are not determined lost until 20 days post shipment and international orders are not determined lost until 45 business days post shipment.
If your tracking number indicates that the package was "DELIVERED" but you have not received the package, please be patient. Some service providers scan the package as it enters their truck, others scan the package as it enters the mailbox. We recommend checking with neighbors, your postal service provider, and your local post office to see if the package was misplaced. If after those 20 days (or 45 days for international orders), you still have not received the package, please with us and we'll be sure to take care of that for you right away!
Our company policy is that we cannot send out a replacement order or issue a refund for lost, missing, or stolen packages until at least 20 days (for domestic orders) have passed since the original shipment date. If you are receiving product internationally, we ask that you wait 45 business days. Often, the package shows up within this time period. We appreciate your patience!
We also recommend checking with your local post office or postal service worker. Once 20 days (or 45 business days for international orders) have passed, please so we can help you get a replacement order or refund.
We want you to love your new items, which is why we offer returns provided that:
- Returns are postmarked within 14 days of original delivery. If your return is post marked after the 14th day from original delivery mark, the refund credit will be 50% of original receipt.
- The item is in its original condition, unopened, unworn, undamaged, in the original packaging with all original tags. Any product returned that is used or not in its original packaging will be rejected and will not be sent back to the customer.
To start a return, use our self-serve portal here.
*Please note that shipping charges associated with the order will not be refunded. Also note that The Salty Gem is not responsible for any returns lost in transit.
If you choose refund, we will notify you by email when the refund is processed and a credit will automatically be applied to your original method of payment within 3-5 business days. Please note return costs are the responsibility of the customer in this option & will be deducted from your total refund amount, along with a 2.9% card rate fee.
If you choose store credit, we will automatically issue store credit to your customer account associated with the email you placed the order with once the return has been received and processed. For more info on how to use this store credit, please .
If any packages are shipped back to us without a return approval, we will not be able to credit you or refund for the items. When possible, use the mailer bags that you received your items in to recycle & ship the item(s) back with.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Custom items (such as personally selected sea glass), sale items, mystery items, gift cards, items purchased from pop-up markets are FINAL SALE.
If you've purchased our jewelry from a stockist store, please reach out directly to them for their return policy.
If your order was delivered within the last 14 days, please initiate your return request .
Please be aware that all Mystery Items, custom requested items, as well as items purchased from our Sale page are FINAL SALE and are not eligible for return.
Once returns are placed in the mail, it typically takes 4-7 business days for orders to arrive at our warehouse. When those returns are received, we do our best to process and issue refunds within the next few business days and you will receive an email notification when that has been completed!
When a refund has been issued, it will often take about 3 business days to clear but can take up to 7 business days depending on your bank. If you have not seen that refund to your original method of payment within those 7 business days of receiving a refund notification, we recommend contacting your bank about pending transactions.
If you have done so and are still not seeing your refund, please submit a request with our and we will look into that on our end and make sure it's all taken care of for you!
As stated in our full return policy, The Salty Gem is not responsible for any returns lost in transit.
To see your current available store credit, please follow the instructions below:
1. to your account with us.
2. Type in the email associated with your initial order/account with us and click 'Continue'.
3. Once you receive your one-time access code to your email, type that code into the provided box and click 'Submit'.
4. Click the down arrow next to your account initials in the upper righthand corner of the page.
5. Click 'Profile'.
6. Scroll down to 'Payment Methods' section and there you will see any current available store credit.
To use your store credit, please follow the instructions below:
1. to your account with us.
2. Type in the email associated with your initial order/account with us and click 'Continue'.
3. Once you receive your one-time access code to your email, type that code into the provided box and click 'Submit'.
4. Click 'Go to store' in the upper righthand corner of the page.
5. Add the items you want to your cart.
6. Go to your cart & click 'Checkout'.
7. In the Payment section, check the 'Apply Store Credit' box and your credit will be applied to your order.
**If you are not seeing the 'Apply Store Credit' box, please click the button at the bottom of the checkout screen that says 'Check out as guest'
Still having issues? for more help!
We work hard to ensure that our jewelry is the highest quality it can be. All of our jewelry is quality checked by our manufacturer, then our office team and lastly our dispatch team. From time to time however, there may be a rare fault, perfection is impossible!
All jewelry purchased from our online store comes with a 60 day warranty from the date of purchase. This covers manufacturing faults and defects. This does not cover accidental breakage, lost or general wear and tear such as faded, scratched or oxidized jewelry, or any issues due to our jewelry care instructions not being followed closely.
To ensure that you are taking the best care of your jewelry, please read our jewelry care guide .
Exceptions to our warranty are:
-If an item has been altered in any way (i.e. if you cut, shortened, or re-purposed the piece), we can’t replace the item.
-We’re unable to replace lost or stolen items.
-We can only issue a replacement if the item was purchased directly through our website. If it was purchased in-store with one of our wholesale partners, you must contact the store for help.
-Promotional products may be excluded from our warranty policy.
*Note this warranty is applicable once per item.
We stand by our products. Each one is made with care and checked for quality before shipping. Our products are not cheaply made, but we know that accidents happen. For that reason, your item may qualify for a warranty replacement!
Our warranty covers all manufacturing faults and defects for 60 days from purchase. This does not cover accidental breakage, lost or general wear and tear such as faded, scratched or oxidized jewelry.
If an item is:
-altered in any way (i.e. if you cut, shortened, or re-purposed the piece)
-lost or stolen
-purchased in-store with one of our wholesale partners
-a promotional product
it will not qualify for a replacement.
To submit a warranty claim, please visit the link here and our customer support team will take care of that for you!
We try to keep our warranty claim process as simple as we can for you! Feel free to read the steps below so you know how the process goes:
1) To start a claim, you will need to file for a warranty issue in our .
2) Your submitted claim will be reviewed to make sure it fits within our .
3) Most times, you will be required to ship the damaged/faulty items back to us with our pre-paid label. (We can often recycle and reuse the metals to avoid waste.)
4) Once we receive your returned pieces to our warehouse, we inspect them to make sure they match the claim evidence you initial gave us. (This takes 1-3 business days to process).
5) We will create a new replacement order for the piece(s) in your claim covered by our warranty. *In the event that the item(s) are out of stock or discontinued, you will receive store credit for the original receipted amount for each individual item.
Still have questions? Please fill out our and we will get back to you within 48 business hours!
If you're unsure which necklace length to order, here's a simple method to help you find the perfect length:
Use a String: Take a piece of string or a thin strip of paper and wrap it around your neck, holding it at the spot where you want the necklace to sit.
Measure the String: Once you've found the right spot, remove the string and measure it using a ruler or tape measure. This measurement will give you an indication of the length to order.
All of our necklaces are designed with an attached 2 inch extender for easy resizing and layering.
Ordering a ring can be tricky if you aren’t sure about your ring size. Pick which method works best for you!
Method 1:
1. Click to print this (make sure any scaling options on your printer are turned off so that the chart doesn't get distorted).
2. Find a ring you own that fits the finger you’re trying to size.
3. Place your ring over the circles on the chart. The circle should match the inside of the ring for the perfect fit.
Because we don't sell half sizes, we recommend sizing up or down to the closest whole size measurement. Ex: If I measure at 55.5mm, I would size down to a size 7 ring. If I measure at 55.8, I would size up to a size 8.
Method 2:
Head over to your local jewelry store, if available, and have them size you in person.
14k GOLD-PLATED
Our gold-plated pieces are 14k gold dipped over a sterling silver base. The '925' marked on all of our pieces stands for 92.5% minimum pure silver. As pure silver is soft and malleable, it can make it prone to breakage. So the other 7.5% is made up of alloy. This is to ensure that our jewelry will be durable and withstand daily use while staying the highest possible quality. They are nickle free making them hypoallergenic.
14k GOLD VERMEIL
Vermeil, (pronounced ver- may) is the highest quality method of gold plating. Made from a thick layer of gold (at least 2.5 microns) on sterling silver. This is even high quality than our gold plated jewelry. We use 14k gold over pure gold (24k gold) as it is more durable and less orange color.
WHITE GOLD-PLATED
Made from the highest quality, solid sterling silver (925). The '925' marked on all of our silver pieces stand for 92.5% minimum pure silver. As pure silver is soft and malleable, it can make it prone to breakage. So the other 7.5% is made up of alloy. This is to ensure that our silver pieces will be durable and withstand daily use while staying the highest possible quality. Our white gold-plated items are dipped in an extra layer of white gold to act as an oxidation barrier. They are hypoallergenic & ocean-safe.
PVD 14k GOLD PLATED
Our PVD items are made from a base metal of 316L marine grade stainless steel — which makes them naturally durable against oxidation. They are vacuum sealed with 14k gold making them completely water resistant! You won't have to worry about these pieces fading color.
925 STERLING SILVER - Handmade Items
Made from the highest quality, solid sterling silver (925). The '925' marked on all of our silver pieces stand for 92.5% minimum pure silver. As pure silver is soft and malleable, it can make it prone to breakage. So the other 7.5% is made up of alloy. This is to ensure that our silver pieces will be durable and withstand daily use while staying the highest possible quality.
Our jewelry holds up very well if cared for properly (see our tips below). When jewelry does not hold up well, it often has to do with our skin chemistry or the piece of jewelry reacting with another substance or metal in a way that degrades the finish.
Here are a few care tips:
-Although water friendly, avoid contact with swimming pools, spas and saunas.
-Avoid contact with moisturizers, detergents, soaps, perfumes, make up etc. as this can damage the metals.
-Sterling Silver can oxidize with wear & exposure. Simply follow these to polish your 925 silver items.
-After wearing your jewelry in the ocean, rinse with fresh water and pat dry.
-We suggest that you store your jewelry in a cool, dry place away from sunlight.
-As delicate jewelry can break, we recommend taking your jewelery off during any exercise or vigorous activities.
All precious metals can tarnish with wear. Our jewelry holds up very well if cared for properly (see our care guide above). When jewelry does not hold up well, it often has to do with our skin chemistry or the piece of jewelry reacting with another substance or metal in a way that degrades the finish.
If your metal piece starts to tarnish we highly suggest gently rubbing it with a microfiber cloth to bring back the shine!
You can also make a little paste with lemon/vinegar and baking soda. Gently rub the paste on your piece. After, rinse the paste with warm water and dawn soap using a toothbrush.
Just make sure you are gentle in the cleaning process.
Here is an at home video instruction for (note: this process is not meant to be used on our gold-plated items).
We have two material options for our Sea Glass Rings, let's talk about both!
925 SILVER:
925 Silver can last forever if cared for properly. It is also ocean safe! 925 silver does not rust and is cleanable. Here are our best tips to keep your pieces shiny and clean!
-Periodically clean your pieces with a soft cloth.
-Keep in a airtight bag when not wearing.
-Soak ring in baking soda and warm water for a few minutes, rinse then wipe dry.
-For stubborn or hard to reach areas, use mild soap, a little water, and a gentle toothbrush to clean!
-All precious metals can oxidize with wear. When jewelry does not hold up well, it often has to do with our skin chemistry, bad care practices or the piece of jewelry reacting with another substance or metal in a way that degrades the finish.
GOLD VERMEIL:
Our Gold Vermeil is coated in 14k gold that is 5 microns thick! This is 10x thicker than our typical gold pieces, making it good for everyday wear. Gold Vermeil pieces have a base of 925 silver (read more about this material above).
Gold Vermeil does not rust and is cleanable. With proper care, it can last years without tarnishing. Here are our best tips to keep your pieces shiny and clean!
-Keep in a airtight bag when not wearing.
-When needed, clean your pieces with a soft microfiber cloth.
-Remove gold vermeil before swimming, bathing or washing your hands with chemical soaps.
-All precious metals can oxidize with wear. When jewelry does not hold up well, it often has to do with our skin chemistry, bad care practices or the piece of jewelry reacting with another substance or metal in a way that degrades the finish.
We love working with creative individuals who are active, outgoing, and engaged in their communities. While we wish we could collaborate with everyone and support every cause, we unfortunately don't have the capacity.
If you'd like to be considered, please submit our with your name, email, company name, website, social media handle(s), number of products being requested, mailing address, and a description of your event, collaboration, charity, etc.
We will review your request and a member of our team will reach out within 1-2 weeks if it is a good fit!