FAQs

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You can reach us info@souvenirjewelry.com

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Ordering & Shipping

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How will I know my order has been placed?

Your order confirmation will be sent to the email address provided at check out.

How can I change or cancel my order?

Your order can be canceled as long as the order status is unfulfilled. If your order status is fulfilled and in transit, it cannot be canceled.

Any order canceled outside of the 72 hour window from purchase will be subject to a 20% restocking fee. 


If you wish to cancel your order, please email us with your order number. You can also call us Tuesday-Saturday between 11:00 am & 6:00 pm ET at (215) 334-1915

Refunds for canceled orders process in 3-5 business days.

Where is my order?

Fulfillment can take up to 4 weeks.

Please note that custom orders have a fulfillment period of 6-8 weeks.

You will receive a confirmation email with tracking details when your order is shipped.

How much will shipping cost?

Shipping varies and is determined by your country/region and the value of your order.

Can I purchase in-store?

Yes you can! Our current in store shopping hours are Thursday & Friday 11:00-6:00pm ET and Saturday 12:00-6pm ET.

To make an in-store shopping appointment outside of these current hours, please email us at info@souvenirjewelry.com

Buy online, pick up in store.

We always offer pick up for online orders. Just select local pickup at check out and you'll receive a confirmation email when your order is ready.

My order was lost, what can I do?

Please visit out Shipping Page for more information on lost shipments.

Payment & Taxes

How can I pay for my purchase?

We accept the following payment methods: Visa, Mastercard, Amex, Discover, Shop Pay, Apple Pay, Google Pay, Diners Club, Facebook Pay, Paypal, Gift Cards, and Klarna.

Klarna: You will need to create an account at https://www.klarna.com/us/pay-with-klarna/ in order to purchase with Klarna

Why am I being charged tax on my order?

Sales tax is applied to your order based on the delivery state in the US. The total tax amount will be visible in the checkout.

How do I use a Souvenir gift card or discount code?

At checkout, under ORDER SUMMARY, click "Add a discount code or a gift card" and apply to your order.

Returns & Exchanges

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How do I RETURN my online order?

We accept returns within 30 days from receiving the item. Returned items are subject to a 20% restocking fee.

Refunds will not be issued until the item has been returned and processed.

Email us to get started on your return.

How do I EXCHANGE my online order?

We accept exchanges within 30 days of receiving the item. We will issue you a digital gift card to use at any time and your exchange will not be subject to the 20% restocking fee.

Your digital gift card will be issued upon return and process of the item.

Email us to get started on your exchange.

There is something wrong with my product, what can I do?

We strive to bring you the highest quality product and each piece receives multiple quality checks before shipment. If any piece is damaged during shipment or if any quality issues do arise, we offer an exchange, full refund, or store credit upon return of the product.

What if I receive the wrong product?

If you receive the wrong product, please reach out via email so we can get you the correct item.

Sizing, Alterations & Repairs

I don't know my size.

You can visit our Sizing Page with help on choosing the perfect size.

My size isn't listed.

It is very important that Souvenir Jewelry be available to all sizes. If you don't see your size, shoot us an email and we will happily work with you!

I ordered the wrong size?

Souvenir Jewelry can be resized for an alteration fee. Because resizing is done by our artisans, the lead-time can be approximately 1 to 3 weeks. Depending on the complexity of the alteration, additional lead time and additional fees may be applied. You can visit our Repair & Refurbishing page for more information.

We will be happy to assist you at info@souvenirjewelry.com

How do I care for my product?

Please visit our Care & Cleaning page.

Can I alter any SJ piece?

No. We only alter our original designs for accessibility purposes.

But you can always get a custom SJ piece at our Custom Inquiry page!

How much do repairs cost?

If issues arise with your product, we do offer repair services. The cost for repairs are determined on a case by case basis and you can email us for a repair estimate. You may also view our Cost Estimate information.

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