Frequently Asked Questions

How does the lifetime guarantee work?

GLD is committed to providing the highest standard of jewelry – which is why we offer a Lifetime Guarantee for all purchases of Gold Plated/Vermeil jewelry. If your product damages, fades, or breaks during normal wear, the Guarantee entitles you to a one-time replacement of the piece - free of charge. If for any reason we no longer carry the item, you are permitted to exchange your piece for another of equal or lesser value.

*Lifetime Warranty does not replace lost or stolen items*

 

How long is the shipping process?

Tracking and Insurance

All orders will receive full tracking information via email and/or SMS text. Please allow 1-2 business days for your order to be processed.

GLD is not liable for missing or lost packages once tracking shows delivered. Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it’s been delivered, please check with your mailman, neighbors or building manager/mail room, before contacting us. If you are still unable to locate the package, please reach out to us and we will file a claim. Based on the outcome of the claim, we may or may not be able to replace your order.

Hold at location is available at UPS.com / UPS My Choice App with your tracking information if you will not be home for delivery on expedited services.

Domestic:

Standard Economy:

GLD ships UPS Ground and/or USPS Mail services are used for standard shipping. These services are offered for FREE on most orders at check out. Please allow 5-10 business days for delivery (6-10 days for AK, HI, and U.S. Territories). PO box addresses are allowed.

Expedited & Overnight:

Expedited shipping services are available at checkout for most items and locations. Delivery will be made by UPS Ground or UPS Express during business days depending on delivery location. Orders placed on/before 3:00 PM EST Monday-Friday will be shipped out that same day. Saturdays-Sundays and holidays are not considered business days. We cannot deliver to domestic PO boxes with expedited services unless the physical address of the PO boxes is stated on shipping address.

Military APO/AFO:

Military and diplomatic addresses ship for FREE via USPS Mail. Please allow 2-3 weeks for delivery. Orders to military and diplomatic addresses are limited to $300 USD due to USPS insurance policies.

 

International:

Availability:

GLD exports orders to most locations in the following countries:

Australia                             Greenland                         New Zealand

Austria                                Hong Kong                       Norway

Belgium                              Hungary                            Poland

Canada                               Iceland                             Portugal

Colombia                            Ireland                              South Korea

Czech Republic                  Italy                                   Spain

Denmark                             Japan                               Sweden

Finland                                Mexico                             United Kingdom 

France                                 Monaco                           

Germany                             Netherlands                                                                                        

                                                           

 

Standard Economy:

UPS international Ground (Canada/Mexico) and/or post services are used for international economy shipping. This service is offered for FREE on orders that meet a minimum of $125 USD.

Expedited:

International expedited services are available at check out for most items and locations. Delivery will be made by UPS Express during business days. Orders placed on/before 3:00 PM EST Monday-Friday will be shipped the same day. Saturdays-Sundays and holidays are not considered business days.

 

As an International customer, will I have to pay an Import Tax upon placing my order?

No. There will be no payment of import tax on the GLD Shop website; however, you-as the customer-are the importer of record, and you MUST comply with all rules and regulations of your destination country. Orders shipped outside of the United States may be subject to import tax, which are levied once a shipment reaches the destination country.

 

I didn’t receive my package but my tracking number says it was delivered?

GLD is not liable for missing or lost packages once tracking shows delivered. However, we are committed to ensuring your satisfaction which is why we insure all shipments. Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it’s been delivered, please check with your mailman, neighbors or building manager/mail room, before contacting us. If you are still unable to locate the package, please reach out to us and we will file a claim. Based on the outcome of the claim, we may or may not be able to replace your order.

 

Is the Jewelry Made With Real Gold/Silver/Rhodium?

 Yes, we only use 14-18k yellow gold, real .925 sterling silver, and genuine white/black rhodium. All of our products are thoroughly tested for quality and durability before, during and after production. We meet all regulations set by the Federal Trade Commission (FTC) and the Jewelry Vigilance Committee.

 

What is the GLD confirmation number?

Immediately after placing your order we will send an email to the address you provide with an order/invoice number. This is a 6-digit number you can use to reference your orderIn the event you need to make a return/exchange, or have any questions about your order status, please provide our customer support team with your name and order number.

 

What is the Return/Exchange Policy?

GLD accepts returns/exchanges within 14 days of the date your item was delivered. If you would like to return/exchange any item(s), an authorization form is required. To obtain an Authorization Form, please contact customer support via email support@thegldshop.com, or via our customer support chat line.

Solid Gold items are not subject to returns, due to the fact that each piece is made to order. Solid Gold items are subject to repair only at a fee of $99. Please contact our customer support to receive the Authorization Form. Apparel is returnable within 14 days of purchase, if it is in unworn condition with the tags attached.

There are NO returns/exchanges on GLD's Customized Necklaces. All of our Customized Necklaces are guaranteed under our Lifetime Warranty. The warranty entitles you to a one-time repair of the piece - free of charge. GLD will repair the item if you experience any defects in craftsmanship or breakage. There is a 49 USD repair fee if you encounter future problems. If you would like to make an exchange for a different chain length on your Custom Script Pendant 
(only), there is a 49 USD handling fee. Once any of our custom piece goes into production, there can be NO cancellations.


*Shipping paid on Returned Items is non-refundable.*

*GLD will reimburse or pay for return shipping only in the event that we have erred. For example: if GLD were to send you the incorrect piece of jewelry, or article of clothing.*

 

What methods of payment are accepted?

The following methods of payment are accepted:

  • All major credit/debit cards such as: Visa, MasterCard, American Express, Discover, etc…
  • Pre-Paid Debit Cards
  • PayPal
  • Sezzle - pay in 4 equal installments, no credit required.

 

What is the GLD Lay Away Program?

GLD offered a Lay Away plan as a payment option. You can select the amount of installed payments to make weekly, monthly, or if at any time you decide to pay off your total amount in full, please reach out to our customer support team at any time. Once you finish your Lay Away plan GLD will promptly ship your item. Lay Away can be used for Solid Gold orders as well. If at any time you decide to cancel your order a $25.00 cancellation fee is enforced. For more information about GLD’s Lay Away plan please visit review this link.

 

How should I store/protect my jewelry?

Jewelry should be kept dry. If your jewelry is not used frequently, keep it stored in the provided dust bag. Good storage boxes are lined with tarnish-proof fabric and have a separate space for each individual piece. If your climate is humid, place a small packet of desiccant crystals inside your storage area. Avoid storing the jewelry with rubber products. Always remove your jewelry when applying colognes, perfumes or other chemical products.

Chlorine, especially at elevated temperatures, can permanently damage or discolor your gold jewelry. Gently clean your gold or vermeil jewelry with a soft polishing cloth. Be sure not to over-polish jewelry, especially vermeil, because it can damage the finish.

 

Is your gold plating just like any other company's?

No, our gold plated products are finished using the same quality specifications as our vermeil jewelry. The process we use is the highest quality plating available. This process allows our gold plated jewelry to last longer than any typical gold plating you may be used to. We are constantly working to improve processes to ensure our products are the longest lasting available.

 

What is Vermeil?

Vermeil is a term used to describe high-quality jewelry that must meet the following standards:

1.) The base metal is .925 Sterling Silver (no brass, copper, nickel, or tungsten)

2.) The gold karat must be at least 12K. We utilize 18K and 14K, depending on the piece. 

3.) The gold must be at least 2.5 microns thick.  This is much thicker than electroplating or typical gold dipped jewelry and will outlast typical gold plated items.

 *All Vermeil items are a 925 sterling silver base, except Franco and Tennis chains which are made of a stainless steel base due to the chain style.*

 

What are the steps for placing Custom Orders?

GLD offers customized designs ranging from numbers, letters, symbols, and logos. Any personalized pendant you want, we can craft for you! All custom orders will be Solid Gold material, White Solid Gold, or Sterling Silver upon request. The minimum quote for a custom order is $2,000, with a $250.00 deposit fee made through Custom Jewelry Consultation product on the site - which is applied in full toward the cost of the piece if you move forward to build it. Please contact support@thegldshop.com or call us at 855-252-3775 If you have further questions.

 

Can I get additional discounts on Solid Gold Pieces/Diamond Jewelry?

Discount codes of 20% or less can be applied to all items specified of Solid Gold Material, or Diamond Grades of Si1-VVS. If for any reason your discount code applied exceeds this amount a member from our Customer Support Team will notify you via email. 

 

I paid for my order with cryptocurrency, how will I get refunded if I would like to replace the item?

Anyone requesting a refund for an order purchased using cryptocurrency will be refunded the item value, but ONLY by check - no matter the cryptocurrency value.

 

If I have an additional question that the FAQ page was unable to answer, how can I get help? 

If we are unable to answer your question, please visit the contact us tab and provide us with the question and how we can assist you.  We will respond to the request within 24 hours during regular business hours. You may reach out to us directly at support@thegldshop.com, be sure to include your name, order number, and any other important information that will allow us to better serve your request.

 

If I have questions regarding my Solid Gold order, how can I get help? 

Your personalized item takes time to craft and test; please allow 4-6 weeks for delivery of your solid gold order. Discount codes are not valid on solid gold items. Refunds and cancellations for Solid Gold items MUST be submitted within 24 hours of making your purchase. If you have any other questions regarding your Solid Gold purchase, please contact vip@thegldshop.com.

 

Warranty Information

Warranty Information

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