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FAQ

How can I contact a customer service representative?

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

What is your return policy?

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 greater value. Sale items are final sale and non-returnable.

For your security, please return your jewelry with an insured courier (FedEx, UPS, USPS, DHL) and retain your receipt with your tracking number. Shop.sheilafajl.com is not responsible for items damaged or lost in transit.

To obtain a Return Authorization please contact customer service: 1-818-889-0126 Monday – Friday 9:00a.m. – 5:00p.m. PST. A customer service representative will provide you with a Return Authorization number and instructions for shipping.

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.

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.

How can I check the status of my order?

You will receive an email once your item has shipped including a tracking number which will allow you to track your package online. 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.

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.

Can I place an order for items on the website offline?

Yes. You can place an order by phone by calling 1-818-889-0126 Monday through Friday 9:00a.m. – 4:00p.m. PST

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.

What if I see a ring that I would like to purchase but it is not available in my size? Can it be ordered for me?

In most cases we can accommodate special orders for rings. Each piece is hand made so delivery time is approximately 6-8 weeks. Please contact customer service for more information.

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?

All of our pieces can be cleaned using a combination of mild soap and water. Using a soft bristle toothbrush, gently scrub each piece, rinse in warm water, and pat dry with a paper towel. 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.

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