Customer Service Policy – Kendrascstt

At Kendrascstt, we’re dedicated to making your jewelry-shopping journey as thoughtful and satisfying as the pieces you choose. Whether you need help finding the perfect pendant necklace, have questions about huggie earring sizing, or need support with a return, our team is here to provide warm, efficient assistance—because your confidence in our brand matters just as much as the jewelry you wear. Below is a clear outline of our customer service commitments, so you know exactly what to expect when you reach out.

1. Service Scope & Support Channels

We’re here to assist with every step of your Kendrascstt experience, including:

  • Order inquiries (tracking updates, payment issues, delivery status, order modifications).
  • Product questions (material details, sizing guides, care instructions, gemstone information, style compatibility).
  • Returns, exchanges, and refunds (including size mismatches, style changes, or unwanted gifts).
  • Warranty claims and post-purchase issues (e.g., tarnishing, loose settings, broken clasps).
  • Feedback or suggestions to help us improve our products and service.

How to connect with us:

  • Email: Our primary support channel is [email protected]—we respond to all emails within 24-48 business hours (excluding weekends and U.S. public holidays). For faster assistance, include your order number (if applicable) and a clear description of your request (e.g., “Question about huggie earring size for sensitive ears”).
  • Follow-up: For ongoing issues (e.g., warranty claims, exchange processing), we’ll assign a dedicated support representative to update you at each stage—so you never have to wonder about the status of your request.

2. Order Support

Order Confirmation

As soon as you place an order, you’ll receive a confirmation email with your order number, item details (style name, metal type, gemstone info, quantity), shipping address, and total amount paid. If you don’t receive this email within 1 hour, check your spam folder first—then contact us at [email protected] to resend it.

Order Tracking

Once your order ships (typically within 1-3 business days of purchase), we’ll send a second email with a unique tracking link and carrier information (e.g., USPS, UPS, DHL). You can use this link to monitor your package’s progress in real time, from our warehouse to your door. Jewelry is packaged securely in padded envelopes or boxes to prevent damage—if tracking isn’t updating after 3 business days of shipment, or if your package is delayed beyond the estimated delivery window, reach out to us—we’ll coordinate with the carrier to resolve the issue.

Order Changes & Cancellations

We process orders quickly to get your jewelry to you fast, but we’ll do our best to accommodate changes or cancellations if possible:

  • Changes: To update your shipping address, adjust metal type/gemstone (for customizable pieces), or add items to an order, contact us within 12 business hours of placing the order. We can only make changes if your order hasn’t left our warehouse yet.
  • Cancellations: To cancel an order, email us at [email protected] with your order number immediately. If your order hasn’t shipped, we’ll process the cancellation and issue a full refund within 5-7 business days. If it’s already in transit, you’ll need to follow our return policy (outlined below) once you receive the package.

3. Returns & Exchanges Policy

We want you to love your Kendrascstt jewelry—and if it doesn’t fit or feel right, we make returns and exchanges easy. You’re eligible for a return or exchange within 30 days of delivery, with the following conditions:

  • Jewelry must be unused, unworn, and in its original condition—this means no signs of wear (e.g., tarnishing from skin contact, scratched metal), no altered settings, and no missing parts (e.g., pendant charms, earring backs).
  • Original packaging must be included (e.g., gift boxes, jewelry pouches, care cards)—we can’t accept returns for jewelry without their original packaging, as this protects the pieces during transit and ensures they’re in resalable condition.
  • Final sale items (marked “Final Sale” on the product page, often including custom-engraved pieces or limited-edition designs) are non-returnable and non-exchangeable—please check the product details before purchasing.

How to Start a Return/Exchange

  1. Email us at [email protected] with:
  • Your order number.
  • The item(s) you want to return/exchange (style name, metal type, size if applicable).
  • Reason for return/exchange (e.g., “ring size too small,” “prefer silver over gold,” “unwanted gift”).
  • For exchanges: Specify your desired style/metal/size (if in stock).
  1. We’ll respond with a prepaid return shipping label (for U.S. orders) and step-by-step packing instructions. For international orders, we’ll provide a return address, but return shipping costs may be the responsibility of the customer—we’ll clarify this in our response.
  2. Pack the jewelry securely in its original packaging (add extra padding if needed) and attach the prepaid label. Drop the package off at the designated carrier location.
  3. Once we receive and inspect the jewelry (usually 3-5 business days after delivery to our warehouse), we’ll process:
  • Refunds: Issued to your original payment method within 5-7 business days (processing times may vary by bank or payment provider).
  • Exchanges: Shipped to you for free (U.S. orders) as soon as we confirm the returned jewelry is eligible. If your desired style/metal/size is out of stock, we’ll offer a full refund or suggest a similar piece.

4. Warranty & Post-Purchase Repairs

All Kendrascstt jewelry comes with a 6-month manufacturer’s warranty from the date of delivery, covering defects in materials or workmanship (e.g., loose gemstone settings, broken clasps on necklaces, faulty earring hinges). The warranty does not cover:

  • Normal wear and tear (e.g., minor tarnishing on plated metals, worn-down ring bands from daily use—see our care guide for tips to extend jewelry life).
  • Damage from improper care (e.g., exposing jewelry to water, perfume, or harsh chemicals; storing pieces incorrectly).
  • Damage from accidents (e.g., dropping a pendant, bending a ring, losing an earring back).
  • Jewelry purchased from unauthorized retailers (only orders placed directly on Kendrascstt.com are covered).

How to File a Warranty Claim

  1. Email [email protected] with:
  • Your order number.
  • Clear photos/videos of the issue (showing the defect from multiple angles—e.g., a loose gemstone, broken clasp).
  • A brief description of the problem (e.g., “Huggie earring hinge broke after 2 months of light wear,” “Pendant chain clasp won’t stay closed”).
  1. Our team will review your claim within 48 hours. If approved, we’ll offer one of the following solutions:
  • A free replacement piece (same style, metal, and details—if in stock).
  • A repair (for fixable issues like reattaching a pendant or tightening a gemstone setting) at no cost to you.
  • A partial refund (if replacement or repair isn’t feasible, based on the extent of the defect).

5. Sizing & Care Assistance

We know finding the right fit (especially for rings) and caring for jewelry can be tricky—so we’re here to help:

  • Sizing Guides: Our website includes detailed sizing guides for rings (with circumference measurements), necklaces (chain length recommendations), and huggie earrings (diameter details) linked on every product page. If you’re unsure about your size, email us at [email protected] with your measurements (e.g., “My ring finger circumference is 55mm”)—we’ll recommend the best size for you.
  • Care Tips: We’ll include a care card with every order (e.g., “Avoid wearing silver jewelry in the shower,” “Store gold-plated pieces in a dry pouch”). If you have questions about cleaning tarnished metal or preserving gemstones, reach out—we’ll share personalized tips to keep your jewelry looking new.

6. Feedback & Continuous Improvement

Your opinion helps us create better jewelry and better service. If you had a great experience—like finding the perfect pendant for a gift—we’d love to hear about it. If not, we want to make it right. Email us at [email protected] with feedback, suggestions, or concerns, and we’ll review every message to refine our processes. Whether it’s adding more ring sizes, expanding our hypoallergenic options, or improving our packaging, your input shapes the Kendrascstt experience for everyone.

Final Note

At Kendrascstt, customer service isn’t just a policy—it’s a promise to treat you like we’d want to be treated. Whether you’re a first-time buyer or a repeat customer, we’re here to ensure your experience with our brand is as special as the jewelry we create. If you have any questions about this policy, don’t hesitate to reach out to [email protected].

Thank you for trusting Kendrascstt with your jewelry needs—we can’t wait to help you wear pieces that tell your story.