How can I contact a customer service representative?

You can email us anytime at shop@sheilafajl.com. 
Customer service representatives are available Monday through Friday 9:00a.m. – 4:00p.m. Pacific Standard Time to answer your questions at:
1-818-889-0126 

If I place an order now, how quickly will it ship?

We ship Monday - Friday from 9am-4pm Pacific Standard Time; excluding national holidays.
Any order placed outside of these hours, will be processed the following business day (Monday - Friday).
Please allow additional processing time from the date your order is placed, and select expedited shipping at checkout if required.
We thank you for your time and patience!

What is your return policy?

Please visit us at https://sheilafajl.returnly.com/ to have your return processed.

Shop.sheilafajl.com will accept items for exchange or credit within 14 days of purchase. Items must be returned in “like new” and sellable condition. Exchanges will be subject to shipping charges. Gifts may be exchanged for another item of equal or lesser value. Sale items are final sale and non-returnable.

How can I check the status of my order?

You will receive an email including a tracking number, which will allow you to track your package online. Please note that once a package leaves our facility, it is up to UPS or USPS to complete final delivery.
In the event of a lost/stolen package, it is best to contact the local office of your shipping choice (UPS/USPS). We are sorry to say we can only see as much as you can see per the Tracking History under your Tracking Number.

If your tracking information is not populated/you have any other question regarding your package, you can also contact us at 1-818-889-0126 Monday through Friday 9:00a.m. – 5:00p.m. PST and we will be happy to assist you with the status of your order.

What is your repair policy?

We will try and repair any product purchased through shop.sheilafajl.com. Please email shop@sheilafajl.com for instructions on handling repairs. Please include your name, order number, telephone number and a description of what needs to be repaired, include a photo to expedite this process. Items that are damaged, not due to a defect in manufacturing, may be subject to a repair charge to be determined once the item is received and examined by one of our repair specialists. All repairs are subject to shipping charges. Shop.sheilafajl.com is not responsible for items returned for repair that are lost or damaged in transit. Sheila Fajl items purchased through other retailers must be returned for repair to the store where the item was purchased.
Please see Silver Plate Jewelry Care below, for all Tarnishing.

SILVER PLATE JEWELRY CARE:  (Also applies to all color of Metals)
Like all plated items, with time and exposure Silver can tarnish and is NOT a manufacturing issue or defect and therefore will NOT be accepted for return or exchange. Silver care is the responsibility of the customer to maintain, if necessary, by dipping in liquid jewelry cleaner, being sure to rinse and dry them thoroughly afterwards.  Should the tarnish occur within the above mentioned 30 days and the customer is unable to clean, we will evaluate the return accordingly to determine if it is a “Plating Defect” and eligible for replacement.

What is your privacy policy?

We will not sell, share or trade any information you supply to us with a third party. Any information we collect is used to provide you with a better shopping experience and to facilitate us in fulfillment operations.

What forms of payment do you accept?

We accept Visa, Mastercard, and American Express.

Is the entire Sheila Fajl collection available on shop.sheilafajl.com?

Due to an extensive collection of pieces, we are unable to carry the entire line on shop.sheilafajl.com. However, we are constantly adding new items, so check back often to see new pieces as they become available.

What if I want to order an item online that is Sold Out?

Please contact customer service and we will do our best to accommodate you.

If I lose an earring, can I order just a half pair?

Earrings can only be ordered in pairs and based upon availability.

How do I care for my jewelry purchased on shop.sheilafajl.com?

Each piece of jewelry offered on shop.sheilafajl.com is handmade. Exercising appropriate care will help ensure the longevity of each piece. Please try to prevent jewelry from coming into direct contact with harsh chemicals, including but not limited to chlorine, perfume, lotion, detergent, and other cleaning agents. Additionally, exposure to water, perspiration, excessive heat, light, or moisture will deteriorate the quality of metal plating.

How do I clean jewelry purchased on shop.sheilafajl.com?

The product we use and recommend to clean your jewelry, is Connoisseurs for Sterling Silver, we use this for all metal colors. Just be sure to rinse and dry them thoroughly afterwards. 
Please note excessive cleaning may deteriorate metal plating at a more rapid rate.

Why does the stone in my piece of jewelry look different from the one pictured online?

We do our best to ensure the accuracy of photos in our online store. Because we use natural gemstones in our jewelry, each piece may vary slightly in size, shape and color. Many gemstones have inclusions that are naturally occurring in the stone. These inclusions are not defects but rather part of the natural beauty of each piece.

What is my Sheila Fajl Home Decor Candle made off?