ORDER AND PAYMENT
HOW DO I KNOW MY ORDER IS CONFIRMED?
Once your purchase is complete, we will send you an order confirmation email.
If you can't find it, check your junk or spam folders. Alternatively, contact customer service via our contact form and we can resend your confirmation email for your reference.
CAN I CHANGE MY ORDER?
Unfortunately, we are unable to cancel or modify orders once they have been placed.
You can return your order once you have received it. For more details, please see our returns information.
IS ONLINE PURCHASING SAFE?
At Studio Sophie Tam, we take online security very seriously. At no time do we store financial information on our servers. Studio Sophie Tam employs trusted and reputable third-party hosting agents and payment providers to ensure the security of personal data.
All credit card data is entered on a secure server using Shopify Payments. The transfer of purchase details from our site to Shopify Payments is encapsulated using their encrypted and digitally signed protocol, which is secure and tamper-proof. Shopify Payments is PCI DSS Level 1 compliant (the highest level).
DELIVERY AND SHIPPING
WHAT ARE THE DELIVERY TIMES ?
Delivery times vary depending on your location. Typically, orders are processed and shipped within 2-3 business days. See our delivery page for more details.
DO YOU OFFER INTERNATIONAL DELIVERY?
Yes, we deliver our products worldwide. Shipping costs vary depending on the destination.
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will receive a confirmation email with tracking details. Use this number to track the status of your delivery.
EXCHANGES AND RETURNS
CAN I RETURN OR EXCHANGE AN ORDERED ITEM
Yes, we accept returns and exchanges within 14 days of receiving your order. Be sure to review our return policy for more details.
HOW CAN I REQUEST A RETURN OR EXCHANGE?
To initiate a return or exchange, please contact us via email with your order number and the details of the item you wish to return or exchange.
PRODUCTS AND WARRANTY
HOW TO TAKE CARE OF YOUR JEWELRY?
To preserve the beauty of your jewelry, avoid contact with chemicals. Gently clean them with a clean, dry cloth to remove any dirt or residue. More tips can be found in our maintenance guide .
WHAT ARE SST JEWELS MADE OF?
We attach great importance to the quality of our products and therefore of our materials. Acrylic is a reliable and resistant material that does not change over time. Our suppliers are located in England. We use nickel-free 925 silver for the fasteners, imported from Italy.
1 YEAR WARRANTY
We offer a one year warranty on all of our jewelry. Manufacturing defects such as breakage or a manufacturing defect are covered during this period and we promise to replace them quickly and free of charge. More info here . Contact us if you have any questions about the warranty and what is covered.