Frequently Asked Questions
How does the lifetime guarantee work?
GLD is committed to delighting you with the highest standard of jewelry. We are pleased to offer our jewelry patrons a lifetime guarantee if your piece is damaged, fades or is defective during normal wear. The guarantee entitles you to a one-time replacement of the piece unless, as determined solely by GLD, your piece can be repaired or was intentionally damaged. In the event GLD no longer carries the piece, you will be permitted to exchange your piece for another of equal or lesser value.
How long does it take for shipping?
Orders choosing Standard shipping will be shipped via USPS Priority mailing, which will take approximately 2-6 business days to arrive.
At checkout, we offer expedited shipping options as well. All Expedited orders will be shipped using USPS Priority Express which will be delivered in 1-3 business days.
Your tracking number will be sent automatically through a confirmation email. Please allow 24 hours before checking the status of your shipment as the system requires some time to update.
For international orders you can select either of the following options:
1.) DHL Express (Recommended) which will arrive in 2-5 business days (Tracking and insurance provided)
2.) USPS International Priority (6-18 days Tracking provided until package leaves U.S. only and Insurance must be purchased separately). USPS shipments come with the package's customs number indicating when the package leaves the United States. *USPS orders may be subject to a customs tax upon entering international countries, so please understand your country's import laws before using USPS*
*Please note that all solid gold, diamond, or custom orders are made to order. These orders may take 10-15 business days to process due to each piece being individually made and inspected for quality assurance. They will be shipped via registered delivery and will include full insurance.
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 Return Policy?
Returns: For jewelry, if you are unsatisfied with your purchase you may return it for a refund or exchange within the first 14 days from the date the product is received. Items must be unworn and in mint condition, we do not require the original packaging to be returned. Please contact us at email@example.com before attempting to execute a return.
Solid Gold and Custom Jewelry
Because all solid gold jewelry is made to order, we cannot accept returns on solid gold jewelry. Similarly, because all custom jewelry and pieces are made to order, we cannot accept returns on custom jewelry.
Apparel is returnable within 14 days of purchase, if the item is in unworn condition with the tags attached. Shipping will not be refunded. Please contact Support@thegldshop.com for all return and exchange inquiries to ensure your return is processed properly.
GLD reserves the right to determine the condition of all products with respect to returns and exchanges.
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 pendant or article of clothing.
How do I make a return or exchange?
If you would like to make an exchange or return, please contact firstname.lastname@example.org to initiate the return/exchange. We will provide you with an authorization form and return instructions. All orders placed within 14 days of date of delivery are eligible for return/exchange. If the item is returned and upon inspection is deemed worn, you will not be refunded and will be required to pay shipping to have it returned to you. We carefully inspect all returns/exchanges to ensure they are in mint condition.
How should I store/protect my jewelry?
Jewelry should be kept absolutely 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 high 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 products available.
What is Vermeil?
Vermeil is a term used to describe a 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 chains which are made of a stainless steel base due to the chain style.
Gold and Vermeil cleaning tips
Some notes for cleaning jewelry:
1. For extremely dirty jewelry, use a soft-bristled toothbrush (be sure not to use a stiff-bristled toothbrush or it could damage the finish) and if necessary, gentle soap to clean the vermeil jewelry under warm running water. Make sure you rinse well and wipe with a soft non-abrasive cloth to dry. Water residue can cause staining. Make sure the piece is fully dry before returning to storage.
2. Many websites recommend a baking soda and water (mix in equal parts and cake on the vermeil, leaving for about 10 minutes before rinsing clean) cleaning method, but we have found this doesn’t work very well.
3. Buff or clean the vermeil with a soft, dry cotton cloth. DO NOT over polish with silver polishing cloth on the vermeil. It will strip the finish off, leaving you with just the sterling silver underneath.
If I have an additional question that the help/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 the hour during regular business hours. You may reach out to us directly at email@example.com be sure to include your name, order number, and any other important information that will allow us to better serve your request.