FAQ

Find answers to common questions.

Orders

Where can I track my order?

You can check your order status directly using the tracking code attached to your order. Please also check your inbox, because once your order has been shipped, we send your tracking information by email through FedEx, UPS, or another shipping carrier.
Can I cancel my order?

You can cancel your order within 30 minutes of placing it by logging into your account. After logging in, head to My Orders and select “Cancel Order.” If you do not already have an account, you can still create one using the same email address you used for your order.

Since our team begins processing orders quickly, we cannot guarantee cancellations or order changes after this 30 minute window.
My order is delayed, when will I receive it?

If your order has not been processed by the estimated shipping date, our Customer Happiness team will send you an update within 24 to 48 hours, so please keep an eye on your inbox. Keeping you informed is very important to us, and we truly appreciate your patience. If you have any questions, you can always reach out through Live Chat, email us at contact@holysteller.com, or text us at +1 (833) 933-3854.

Shipping

What does in-stock, shipping later and made-to-order mean?

In Stock
It is currently in our facility and ready to be shipped to its new home. In stock items usually ship within 1 to 2 business days from the date of purchase. For in stock engraved or monogrammed pieces, additional time is needed for personalization, and these orders typically ship within 7 business days from the purchase date.

Made To Order
Once your order has been placed, we need to craft the piece since it’s being made specially for you, and can take a bit more time to be processed. Be sure to note the estimated shipping date on the product page so you can plan accordingly.

*Please note, these dates are an estimate and may fluctuate depending on production timelines. Should a delay in your order being dispatched occur, we will be sure to connect with you to share order updates
Where do you ship to?

We currently ship to the following countries, including the United States of America and Canada.

Please note that we are unable to deliver to PO boxes, parcel lockers, APO or FPO addresses, or freight forwarding companies.
How long does shipping take?

Add your shipping timeline and delivery details here.

Returns

What is the standard return policy?

We offer free 30 day returns for customers in the United States and Canada, starting from the day the order is delivered.

Return requirements

  • Items must be in their original condition, with no signs of wear or damage.
  • Items returned by mail must include all original packaging, including tags, box, and pouch.
  • If an item was purchased as part of a set, it must be returned as a complete set.
  • Orders must be returned in the same country where they were originally purchased.

The following items are non-returnable

  • Engraved or personalized products.
  • Gift cards.
  • Final sale items.


You can learn more through our full return policy.

Return shipping

Shipping fees are non-refundable. If your return is subject to a return fee, that amount will be deducted from your refund.
How do I return?

To start your return, please email us at contact@holysteller.com or text us at +1 (833) 933-3854 with your reason for the return and a photo of the item or items.
When will I receive my refund?

Please note that your return will be processed within 7 business days after it arrives at our warehouse. Once it has been processed, we will send you a confirmation email. Although your return is processed as soon as possible, it may still take 5 to 10 business days for the funds to appear in your account.
How do I package my return?

Place the jewelry in the original Holysteller pouch or box it arrived in. If you no longer have the original packaging, wrap the jewelry in soft tissue and place it in a small, rigid box with plenty of padding, such as bubble wrap or cotton. Avoid returning multiple items in the same pouch or box unless they are clearly separated, as this helps prevent tangling and scratching during transit. If available, place the padded pouch or box inside the original Holysteller shipping package. Seal the package securely with strong packing tape, then attach the Holysteller return label provided by email. Your return is now ready to be sent back.
I mistakenly returned the wrong item!

Please ensure to send back the correct and complete item(s) for your return. Due to logistics and customs restrictions, Holysteller cannot reship or store non-Holysteller items mistakenly sent as returns.

Warranty

What is covered by warranty?

We are dedicated to creating high quality, handcrafted jewelry designed to last. Because we stand behind the quality of our pieces, we offer a one year warranty from the date your order is delivered for defects or issues caused by the craftsmanship of the jewelry.

Please note that our warranty does not cover lost items, normal wear and tear such as scratches, tarnishing, or fading of metals and gemstones, damage caused by improper care including exposure to chemicals, water, or excessive force, or any modifications made to your product by a third party outside of Holysteller.