FAQ

SIZING

WHAT ARE YOUR SIZE GUIDELINES? 

Refer to the categories below for our typical size guidelines. If a certain product has an alternative type of sizing, it will be specified in the item's description details.

Earrings - Are measured in millimeters. If it is a hoop earring the diameter will be specified.

Necklaces & Bracelets - Are measured in inches from end to end. Items that have an extender chain will be specified. Most common necklace length is between 16-20" and typically lengths shorter than 16" are considered chokers.

Rings - Standard US sizing. Please see the chart below to determine your ring size.

ORDERS

WHAT IS MY ORDER STATUS?  

You will receive order status updates via the email you used at check out. You can download the Shop app onto your smartphone and sign up for push notifications as well. If you do not see the email notifications please check your junk mail folder.

For any issues with receiving order notifications please email info@theorjewelry.com.

CAN I CANCEL OR CHANGE MY ORDER?

If your order has not be shipped yet you may cancel or change your order, please email info@theorjewelry.com with your request. 

HOW DO I USE MY DISCOUNT CODE?

Once you are ready to place your order you can use your discount code at the checkout page.

You can only use one discount code per order. 

SHIPPING

WHAT IS YOUR SHIPPING PROCESS?

Unless noted otherwise, we ship Monday-Friday with the exception of US holidays. 

Your order is packed and shipped within 1-3 days of your purchase. Please advise this when choosing 1-Day Shipping option.

Average delivery time for domestic orders is 3-7 business days.

Average delivery time for international orders is 5-10 business days. Note that international pick-ups are on Monday & Thursday - this could delay your order. 

After your order has shipped, it is out of our hands. We are not responsible for lost packages, missed deliveries or undeliverable addresses.

If you have a questions regarding your order after it has shipped, please contact the designated shipping carrier.

WHAT ARE YOUR SHIPPING RATES?

We offer real time shipping rates depending on your address. At the checkout, your shipping cost will be calculated.

WILL I HAVE TO PAY DUTIES ON TOP OF MY INTERNATIONAL ORDER? 

Customers have the option to pay Taxes & Duties before hand or upon arrival, but some countries do require it before hand. Upon delivery, if you do not pay the Taxes & Duties due by your country's customs office your order will be forfeited and not refunded.

HOW CAN I TRACK MY ORDER? 

A tracking number will be provided when your order has been shipped. Please be patient, as tracking information can take a few days to update.

WHAT HAPPENS IF MY PACKAGE BECOMES LOST OR DAMAGED?

We are not responsible for items that are lost or damaged while in transit. You are also responsible for your order if you enter the wrong shipping address. Please email us immediately if you enter your information incorrectly, we will update your order if it has not been shipped yet. Otherwise please contact the shipping carrier.

DO YOU SHIP TO MY COUNTRY?

Most likely yes, with a few exceptions. You can proceed to the checkout and our system will let you know.

WHAT IF MY PACKAGE IS RETURNED TO SENDER?

If your package is returned to us for any reason you will be responsible for paying for the package to be sent again. 

PAYMENT

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept most major credit cards, PayPal, and Apple Pay for US orders. International customers are offered many options in their local currency and preferred payment. 

DO I HAVE TO PAY SALES TAX?

Yes, we charge sales tax on all US orders in each state.

RETURNS/EXCHANGES

DO YOU ACCEPT RETURNS OR EXCHANGES?

Yes, we accept all unused and undamaged items within 14 days from the day you receive your order for store credit only. The Or is not responsible for any items damaged or lost while in transit. Shipping is not refundable.

Customers will be responsible for paying for their return back to The Or. Please be sure to repack your items in its original packaging and to include your packing slip. Keep a copy of your tracking number for reference and to track your return.

Orders using discount codes & sale items are final sale and excluded from being returned or exchanged. The only exception to this are regularly full-price items in orders using the first-time order 15% off discount. 

If you process a return, a gift card for store credit will be issued via email in the full amount of the item(s) returned. This will be issued to you upon return of the order & inspection. Please note, a refund is not guaranteed and is subject to our review of the returned product. This may take up to a few business days to process once your returned items are received.

HOW CAN I MAKE A RETURN OR EXCHANGE?

For online returns or exchanges, please send an email to info@theorjewelry.com for instructions and the return address. Please note, customers are responsible for return shipping. 

WHOLESALE

WANT TO CARRY THE OR IN YOUR STORE?

Please email wholesale@theorjewelry.com for inquiries.