www.quintessencejewelry.com

FAQ

Frequently Asked Questions

  • Buying Online
  • Privacy Questions
  • Buying Online
    Q. How do I place an order?  
    Ans.First, place the product(s) you wish to order in your shopping cart by clicking on the "add to cart" button stated below the product image. Then, whenever you're ready to complete your order, click "Continue Checkout" and follow the easy instructions on completing your order. If you have any further questions, please contact our Customer Support Team toll free at 1.877.405.5588 or by e-mail at support@quintessencejewelry.com

    Q. If there was a problem while submitting my order, should I just resubmit?  
    Ans. Please do not resubmit your orders before contacting our Customer Support Team toll free at 1.877.405.5588 or by e-mail at support@quintessencejewelry.com and we will be happy to assist you with your order.

    Q. What if I have placed a duplicate order?  
    Ans.We urge you to check your "My Orders" section under "My Account" to ensure that there are no duplicate orders. If you think you might have placed a duplicate order, please contact our Customer Support Team toll free at 1.888.453.4050 or by e-mail at support@quintessencejewelry.com and we will cancel the duplicate order for you.

    Q. How do I cancel an order after it has been submitted?  
    Ans.To cancel an order, please have your order number at hand and contact our Customer Service Team toll free at 1.877.405.5588 or via e-mail at support@quintessencejewelry.com as soon as possible.

    We'll do everything we can to accommodate your request. Please bear in mind that our order-fulfillment system is designed to get orders shipped and on their way to our customers quickly and efficiently. As a result, we cannot change or cancel an order once it has already entered the shipping process. If your order cannot be cancelled, and you are unhappy with it, simply return it to quintessencejewelry.com according to our 30-day money back return policy. We send out the Returns Form with your order packing slip.

    Q. Is it safe to place an order on the internet?  
    Ans.With quintessencejewelry.com ordering online is as safe as using a credit card to purchase goods in your local shopping center. We use the latest security technology, which includes data encryption, server authentication, and message integrity. Furthermore, we have registered with GeoTrust Inc. to assure our customers that we are a valid, legal, and trusted corporation.

    Please click on the link to view our certification with GeoTrust:
    https://smarticon.geotrust.com/smarticonprofile?Referer=http://www.quintessencejewelry.com

    Q.Are the prices on quintessencejewelry.com flexible?  
    Ans.At quintessencejewelry.com we always offer the best value by providing the lowest possible price. All our prices are final. We do run promotions throughout the entire site and suggest you to sign up for our newsletter to receive promotional offers in your email.

    Q.Do you accept international orders?  
    Ans.Yes, quintessencejewelry.com will ship all over the world at a fixed rate of $50 US, which includes insurance for the full amount of the merchandise purchased. For full details, please view our Shipping Information section.

    Q.What are my payment options?  
    Ans.We offer Credit Card (Visa, MasterCard & Discover), PayPal & Google Checkout as payments options to complete your order on quintessencejewelry.com.

    Q.What is your coupon policy?  
    Ans.In brief, our coupon policy is as follows: One coupon per customer. Coupons are not valid with any other offers, Deal of the Day and/or Clearance items.

    Q.Do you charge sales tax?  
    Ans.quintessencejewelry.com does charge New York State sales tax on all orders shipped within New York State.

    Q.What are my shipping options?  
    Ans.Orders are shipped within USA are shipped FREE using USPS. We also do offer FedEx Standard Overnight®, and Saturday Delivery via FedEx Priority Overnight® for a fee with insurance included. Please see our detailed shipping policy.

    Q.What is your Return Policy?  
    Ans.quintessencejewelry.com is proud to offer return shipping at no cost to you! Please see details below.

    We want you to be absolutely satisfied with your jewelry. If within 30 days after receipt of your purchase you're not completely satisfied, return it for a full refund of the purchase price or replace it - no questions asked. However all products should be returned in the original state they were received. Products which have been modified by another 3rd party jeweler or abused will not be accepted for exchange or refunds.

    Should your merchandise become defective within 60 days following your purchase date, we will gladly accept the item back to our warehouse and have a jeweler professionally inspect it and determine the proper course of action. Quintessence jewelry stands behind their merchandise and will try to repair it first - and should that not be possible, we will replace the item with a brand new one. In the event that we are unsuccessful in repairing or replacing the item due to a lack of stock or a discontinued item, we will issue a full refund against the item in the same form of payment that was initially used to purchase the item. Repairs and replacements within the 60 day warranty period are free of charge to our customers. However products which have been modified by another 3rd party jeweler or abused will not be covered under our free repair warranty.

    In the event that you have exceeded our 60 day warranty period, Quintessence jewelry will gladly repair your item. Once we receive the item, the repair cost will be quoted to you before we begin the work and should you accept it, only then will we charge your account and proceed with the repair. All shipping and handling costs are your responsibility.

    All Free Gifts with purchase must be returned with products which are to be refunded. Refunds are not granted to products which are not returned with the free gift.

    To return, exchange or replace your purchase, please follow these simple steps:

    US CUSTOMERS

    1. Please complete the return purchase form which was attached with your original packing slip and enclose it with your return (in the original packaging if possible), or if you do not have the returns form with you, you may download it from
    http://www.quintessencejewelry.com/forms/returnsform_quintessencejewelry.pdf
    , print it and complete the returns form and mail it out with your return.

    2. Call our Customer Service Department at 1.877.405.5588 to obtain a return authorization number and a FedEx account number in order to ship your package for free.

    3. Pack items to be returned and include your shipping document (or return purchase form).

    4. Make arrangements with FedEx to have your package picked up (either drop it off at a FedEx location or arrange with them to have it picked up).

    CANADIAN CUSTOMERS

    1. Please complete the return purchase form which was attached with your original packing slip and enclose it with your return (in the original packaging if possible), or if you do not have the returns form with you, you may download it from
    http://www.quintessencejewelry.com/forms/returnsform_quintessencejewelry.pdf
    , print it and complete the returns form and mail it out with your return.

    2. Call our Customer Service Department at 1.877.405.5588 to obtain a return authorization number and a FedEx account number in order to ship your package for free.

    3. Pack items to be returned and include your shipping document (or return purchase form).

    4. Make arrangements with FedEx to have your package picked up (either drop it off at a FedEx location or arrange with them to have it picked up).

    ALL OTHER INTERNATIONAL CUSTOMERS

    1. Please complete the return purchase form which was attached with your original packing slip and enclose it with your return (in the original packaging if possible), or if you do not have the returns form with you, you may download it from
    http://www.quintessencejewelry.com/forms/returnsform_quintessencejewelry.pdf
    , print it and complete the returns form and mail it out with your return.

    2. Call our Customer Service Department at 1.877.405.5588 to obtain a return authorization number. All shipping and handling costs back to us is your responsibility. We recommend using USPS Express Mail Service as it is the most inexpensive means to return your return shipment to us.

    3. Pack items to be returned and include your shipping document (or return purchase form).

    4. Make arrangements with local Postal Service to have your package picked up(either drop it off at your local Post Office location or arrange with them to have it picked up).

    Once we receive your return it will be processed by our returns department. For any refunds, your money will be refunded or your credit card account will be credited for any payments you have made toward your purchase. The first credit will be made within ten business days of receipt and verification of the merchandise. Refunds on purchases made with a credit card will only be credited to the same card. Delivery charges are not refunded. Please allow one monthly billing cycle in order for your credit to appear. Customers returning a partial order will be refunded for the returned items only. Refunds will be applied to any unpaid balances first.


    Q.What is your warranty period?  
    Ans.Should your merchandise become defective within 30 days following your purchase date, we will gladly accept the item back to our warehouse and have a jeweler professionally inspect it and determine the proper course of action. quintessencejewelry.com stands behind their merchandise and will try to repair it first - and should that not be possible, we will replace the item with a brand new one. In the event that we are unsuccessful in repairing or replacing the item due to a lack of stock or a discontinued item, we will issue a full refund against the item in the same form of payment that was initially used to purchase the item.

    Q.Do you offer a repair service?  
    Ans.In the event that you have exceeded our 30 day warranty period, quintessencejewelry.com will gladly repair your items. You will be liable for the shipping fees for the return shipment back to us. The repair costs will be quoted to you before we begin the work and should you accept them, only then will we charge your account and proceed with the repairs. Should you choose not to repair the item, we will ship your item back to you within the U.S. at no additional cost. International repair shipments will be shipped at a special reduced shipping charge.

    Q.How do I return an item I purchased?  
    Ans. To return, exchange or replace your purchase, please follow these simple steps:

    US CUSTOMERS

    1. Please complete the return purchase form which was attached with your original packing slip and enclose it with your return (in the original packaging if possible), or if you do not have the returns form with you, you may download it from
    http://www.quintessencejewelry.com/forms/returnsform_quintessencejewelry.pdf
    , print it and complete the returns form and mail it out with your return.

    2. Call our Customer Service Department at 1.877.405.5588 to obtain a return authorization number and a UPS return label. You will receive this label via e-mail.

    3. Pack items to be returned and include your shipping document (or return purchase form).

    4. Make arrangements with UPS to have your package picked up (either drop it off at a UPS location or arrange with them to have it picked up).

    CANADIAN CUSTOMERS

    1. Please complete the return purchase form which was attached with your original packing slip and enclose it with your return (in the original packaging if possible), or if you do not have the returns form with you, you may download it from
    http://www.quintessencejewelry.com/forms/returnsform_quintessencejewelry.pdf
    , print it and complete the returns form and mail it out with your return.

    2. Call our Customer Service Department at 1.877.405.5588 to obtain a return authorization number and a FedEx account number in order to ship your package for free.

    3. Pack items to be returned and include your shipping document (or return purchase form).

    4. Make arrangements with FedEx to have your package picked up (either drop it off at a FedEx location or arrange with them to have it picked up).

    ALL OTHER INTERNATIONAL CUSTOMERS

    1. Please complete the return purchase form which was attached with your original packing slip and enclose it with your return (in the original packaging if possible), or if you do not have the returns form with you, you may download it from
    http://www.quintessencejewelry.com/forms/returnsform_quintessencejewelry.pdf
    , print it and complete the returns form and mail it out with your return.

    2. Call our Customer Service Department at 1.877.405.5588 to obtain a return authorization number. All shipping and handling costs back to us is your responsibility. We recommend using USPS Express Mail Service as it is the most inexpensive means to return your return shipment to us.

    3. Pack items to be returned and include your shipping document (or return purchase form).

    4. Make arrangements with local Postal Service to have your package picked up(either drop it off at your local Post Office location or arrange with them to have it picked up).

    Once we receive your return it will be processed by our returns department. For any refunds, your money will be refunded or your credit card account will be credited for any payments you have made toward your purchase. The first credit will be made within ten business days of receipt and verification of the merchandise. Refunds on purchases made with a credit card will only be credited to the same card. Delivery charges are not refunded. Please allow one monthly billing cycle in order for your credit to appear. Customers returning a partial order will be refunded for the returned items only. Refunds will be applied to any unpaid balances first.

    Q.How long will I have to wait for a refund?  
    Ans.Once we receive your return, your money will be refunded or your credit card account will be credited for any payments you have made toward your purchase. The first credit will be made within 10 business days of receipt and verification of the merchandise. Delivery charges are not refunded. Please allow one monthly billing cycle in order for your credit to appear.

    Q.How long does it take to get my order?  
    Ans.quintessencejewelry.com makes every effort to get your order to you as soon as possible. In-stock items are generally shipped within 24 to 48 business hours. Custom orders may take longer to process. If you have any further questions regarding shipment time frames, call our Customer Support Representatives toll free at 1.877.405.5588 for shipping details when you place your order.

    Q.What if I don't get my order in the standard time frame?  
    Ans.In the event you do not receive your order within our standard time frame, it may be possible that we may not have received your order for processing. If you did not get an order confirmation number after clicking the 'Submit Order' button, your order may not have been processed properly. Please contact our Customer Support Department at 1.888.453.4050 or email us at support@quintessencejewelry.com to check status of your order with us.

    Q.Can I send someone gifts from quintessencejewelry.com?  
    Ans.Yes. Simply indicate the two separate addresses (Bill To & Ship To) during the checkout process. For your protection, be sure to let your credit card issuer know that you'll be using a shipping address other than your billing address. We do not provide gift wrapping services and do enclose all packing slips with order values on them.

    Q.How do I check the status of my order?  
    Ans.To check the status of your order, simply click on "My Account" at the top of any quintessencejewelry.com page and go to "My Order History". Alternatively you can always call us at 1.877.405.5588 and our Customer Support Representatives will be pleased to help you. Please have your order number ready, or refer to your order confirmation e-mail.

    Q.How do I track my order after it has been shipped?  
    Ans.To track your most recent orders simply click on "My Account" at the top of any quintessencejewelry.com page and go to "My Order History". This is the easiest and fastest way to get the most current information regarding your quintessencejewelry.com orders including your order tracking number.

    Q. Can you help me resize my ring?  
    Ans.If your quintessencejewelry.com ring does not fit, we will resize it free of charge within 30 days of its original shipment. Resizing will take approximately 10-14 business days.

    Q.Will I be liable for my jewelry order while it is being shipped?  
    Ans.We fully insure each order all the way to you. That means that when your order is in transit to you, shipment is always risk-free. For added security, it is our policy that a signature is required for all order deliveries, regardless of any signature waivers you may have with the shipping carrier.

    Q.What is the quintessencejewelry.com Reseller Program all about?  
    Ans.We offer our reseller program to potential wholesale customers who are interested in reselling our line of fine jewelry to their end customers. If you feel you would qualify as a potential wholesale customer, click here to sign up.
    Privacy Questions
    Q. What information does quintessencejewelry.com gather about me?  
    Ans. When you make a purchase on our site, you provide the following information to quintessencejewelry.com:
    • Name
    • E-mail address
    • Billing and shipping address
    • Telephone number
    • Type of credit card you are using
    • Credit card number and expiration date, or other form of payment.

    Your basic contact information stays with us and remains confidential. It will not be sold to another company. Click here for our complete privacy policy. We do not store your credit card information for your own security reasons.

    Q. How does quintessencejewelry.com use information it gathers about me?  
    Ans.There are a few ways in which we use the information you provide us:

    Cookies
    Put simply, a cookie is a small piece of information that web sites use to remember information about users. quintessencejewelry.com uses two types of cookies to recognize our members and remember shopping list items. quintessencejewelry.com uses transient cookies to provide continuity from page to page. Within a single visit, these cookies store information such as your shopping list to simplify checkout. They do not contain any personally identifying information.

    quintessencejewelry.com uses persistent cookies to identify members after their first visit. These cookies remain on the hard drive of a PC and allow a user to enter our site without having to log in on every visit. To access any secure areas such as your account information, you must still enter your password.

    quintessencejewelry.com’s database tracks the traffic throughout our site. This information is used to compile overall statistics and is not recorded at an individual level. The statistics help us decide which products and services best serve our members and guests.

    Usage Tracking
    quintessencejewelry.com’s database tracks the traffic throughout our site. This information is used to compile overall statistics and is not recorded at an individual level. The statistics help us decide which products and services best serve our members and guests.

    Surveys
    Once in a while, quintessencejewelry.com may offer you the opportunity to participate in customer satisfaction, site improvement, and other business-related surveys. You may be asked to provide certain information to participate. All surveys are optional.

    Q. Does quintessencejewelry.com share the information it gathers with others?  
    Ans.quintessencejewelry.com does not provide any third party with any individually identifiable information other than that which is necessary to complete your order. Specifically, quintessencejewelry.com gives your name, shipping address, phone number, and order information to our shipping carrier. quintessencejewelry.com also supplies your name, billing address, and credit card information to the credit card processor who bills your account. quintessencejewelry.com has strict guidelines requiring all third parties to keep any shared personal information confidential.

    Q. How do I subscribe to or unsubscribe from your newsletters?
    Ans.You can sign up for our newsletters by entering your e-mail address in the Newsletter sign up area on the left hand side on our home page. Users who no longer wish to receive promotional materials may opt-out of receiving these communications by using the unsubscribe feature within the e-mail.

    If you have a question that isn't answered here, please call us at 1.877.405.5588 or send us an e-mail at support@quintessencejewelry.com and we'll be happy to answer all your questions for you.

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