New Order Information

Thank you for ordering from Sterling Sisters!

We know you have questions about your order and how it will be processed from this point onward.  Here are the answers!  If you have any other questions, please try our Frequently Asked Questions (FAQ) page, or click on some of the other blue links you will find on this page (and most other pages) on our website.  If you still can't find what you're looking for, simply send us an email.

First of all, you should have received an automated email acknowledging your purchase, along with a 4-digit order number (mention this order number in any correspondence).  Please look it over carefully to be sure that it represents your order as you understand it—and if you need to amend anything, contact us right away.  If you did not receive an acknowledgement email, please let us know.

If this order involves a return (such as adding a new strand, resizing a bracelet,  or repairing a broken bracelet), we will email you a Return Authorization Number (RA#) and complete shipping instructions within one business day.  Please do not send anything to us until you receive that information.

VERY IMPORTANT: Please be sure you gave us a valid, complete shipping address.  If, for example, the street number or ZIP code is wrong, or there should be a suite or apartment number and you omitted it, UPS will charge us for an address correction ($6 for Ground, $12 for Air).  We will pass that charge on to you as there is nothing we can do other than to ship to the address you gave us.  If you find that the address you provided at checkout is wrong or incomplete, please email us right away.

Please recheck any bracelet lengths that you ordered.  If you suddenly have second thoughts about a size, the faster you let us know, the better the chance we can correct it.

Everyone wants to know how long it will take until they receive their order.  Our stated timeframe from order date to shipment is five to eight business days, although we try hard to get them out faster if possible.  (We consider your initial order to have reached us on "that day" if the timestamp is before 5:00 p.m. ET on a business day; otherwise it is treated as having arrived on the next business day.)  Please remember that your product will be uniquely hand-crafted for you, so it will take us a little time.  After we turn it over to UPS, it will take from one to six business days depending on how far it is going (if you selected UPS Ground) or the number of business days you selected (if you chose UPS 3-Day Select, 2nd Day Air, or Next Day Air).  Once we ship, you'll be able to Track Your Package online from your own computer. 

We do not charge your credit card until your order is ready to be made—usually one or two business days prior to shipping your order.  Your card was not charged by the shopping cart when you placed your order; we do it manually.

We encourage you to view the section of our Frequently Asked Questions page that gives our tips on caring for your new bracelet.

Thank you again for shopping with us.  We appreciate your business.