Policies

POLICIES

Office Business Hours:
Monday - Thursday 9:00 AM – 5:00 PM CST and Friday 9:00 AM - 2:00 PM.  We are located at 7557 Rambler Road, Suite 447, Dallas, TX 75231

Customer Service:
Please direct all questions and inquiries to:
info@sonyarenee.com (It comes to me! the designer, and I will usually answer you ASAP!) or call us during our business hours at Tel. 214.503.7893

Order confirmation:
After placing an order, you will receive an email confirmation. You will receive
a second email from FedEx, UPS or USPS when your order is shipped so that you may track your package.

Credit Cards:
We accept the following cards as means of payment for purchases: VISA & MasterCard, AMEX and Paypal

Purchases are charged to your credit card when the order is placed. Please be sure to provide the CVV code and exact billing address for your card. Incorrect information may cause delays or cancellation of your order. We do not have access to your payment information as our payment system is secured.

Timing of Orders: 

We do our best to fulfill all orders the same business day if the items are in stock or we have the appropriate materials. Most items are hand-made one at a time so we will absolutely go above and beyond to ship your order out as soon as possible. We know you are excited and we are anxious for you to have it as soon as possible. Personalized orders take more time. Engraving is usually done within 3-5 business days, if not sooner. Some Fine Jewelry items will require up to 3 weeks for completion. If you need a rush shipment, please contact us to make sure we can accommodate your deadline.  

Shipping:
We are based in Dallas, TX. All orders ship FedEx, USPS or UPS with the method you selected based on the estimated shipping cost calculated by your location.  If you need a rush shipment, please contact us to make sure we can accommodate your deadline. 

Taxes:
All orders that ship within Texas are subject to an 8.25% sales tax.

Customers Outside the United States:
We welcome international orders.
For an estimate of international shipping charges, please enter in your address so that FedEx can calculate the estimated cost.
All international buyers are responsible for any taxes, customs and duties that may be assessed by their government.

Custom orders:
We make almost all of our pieces by hand in our studio. Therefore, some pieces can be customized upon request (such as chain lengths, charms, etc.) If you would like to customize a piece, please contact us at info@sonyarenee.com to see if it is possible and what the price will be. Some customized pieces may not be returnable. If that is the case, we will let you know before we process your order.  We welcome bridal party orders and ask us about discounts for buying for your bridal party.

Personalized Items & Fine Jewelry:
All personalized items are made to order, this includes the Stamped Discs and anything engraved. You are responsible for ordering your initials in the correct order, and we do not accept returns on anything personalized or Fine Jewelry as these are all made to order. Please be sure you want this product before ordering, we are happy to provide you with as much information as you need in order to make the most informed purchasing decision.

Product Care:
Each piece of our jewelry is hand-crafted and therefore delicate. Please use appropriate care to enjoy our jewelry for a long time.

The majority of our items consist of gold fill, vermeil, solid 14kt gold and sterling silver. Silver and 14kt gold can be cleaned with a polishing cloth or jewelry cleaner.  On sterling silver, vermeil & gold filled items the metal may darken or tarnish with normal wear. We recommend gently wiping the metal surface with a polishing cloth.

Because most of the stones we use are natural gemstones and pearls, they may vary in shape, size and color. Inclusions can be seen in natural stones and is a part of their beauty. Pearls and most gemstones do not stand the force of cleaning agents, polishing cloth or ultrasonic cleaners.

Please take care of your jewelry, we realize our style is dainty and delicate and you must treat it with care. Skin oils, chemicals, sweat and perfumes will cause your jewelry to discolor over time. We ask that you remove your jewelry when you exercise, or shower as to prevent tarnishing and discoloration on gold fill, vermeil and sterling.

Storage:

Most shipments will provide a pouch or polybag for your jewelry.  It arrives this way for two reasons and that is a) If you keep the clasp of a delicate chain hanging outside of the bag’s Ziploc, it will prevent tangling, especially while you travel   b) keeping it stored in an airtight space will prevent the oxidation process and help further protect the beauty and original color of the jewelry. 14kt Gold is an exception, it will not tarnish.

Refunds & Exchanges:  

We do not issue refunds under any condition. Exchanges on certain items only.  All sales are final. All personalized merchandise, i.e. Stamped, Engraved, or Fine Jewelry (Milestones Collection) Sales, are non-exchangeable or non-refundable

On all remaining items, we are happy to make an exchange of equal value for a purchase if you are not 100% satisfied.  The item(s) must be returned unworn and in perfect condition bearing the tag within 10 days of the original shipping date. Shipping and handling fees are non-refundable

Fraud notice:  IP addresses are being logged. Any attempts to purchase goods fraudulently or those using a fraudulent chargeback will be prosecuted through your credit card merchant and your information will be listed on the chargebackbureau.com

FAQ

Tel 214.503.7893

Fax 214.553.9960

Are the pictures online to scale?
No, we do our best to make them as close to their actual size as we can, but the pictures are not necessarily to scale. The descriptions include dimensions for the pieces. If you have any other questions regarding the size of a particular piece, please contact us at info@sonyarenee.com and we will be happy to answer your questions.

Can I replace a lost earring?
Yes. If the style is in stock you may purchase a half pair. We make most of the pieces by hand and, as a result, certain styles can vary slightly in size. In some cases, we will ask you to send the mate to us (at your cost) so we can match it for you. A few styles are produced for one season only and may not be available at the time of the request.

Does the jewelry come with a box?
Yes. Each order comes with a silk pouch with our logo on it, or a sonyarenee gift box. Our boxes change depending on the season (color) or what mood we’re in. Our silk pouches comes in a variety of colors. All fine jewelry will arrive in our gift box.

How fast does my order ship?  It depends what you order but we try to ship all orders the same day if it comes in before 3pm CST. If it is customized such as an engraved piece or fine jewelry, it can take up to 14 business days. Most engraved jobs are shipped within 3 - 7 business days. We pick up engraved jobs 1 to 2 times per week and depending on when your order is placed we can almost always get it shipped within 3 -5 business days. If you need it by a certain day let us know!

What is your repair policy?
We will repair any design purchased through sonyarenee.com. We may not be able to repair older pieces if components needed to repair them are unavailable.
Items purchased through other retailers must be returned for repair to the store where the item was purchased. Please contact us for return authorization at: info@sonyarenee.com.

What is your privacy policy?
We will not sell, share or trade any information you supply to us with a third party. Any information we collect is used to provide you with a better shopping experience and to notify you via email of promotions and upcoming sales.

Is my transaction safe?
Yes, on our new site we use authorize.net & PayPal to process transactions. On our old site we only used PayPal but with Authorize.net, this allows you to enter payment information without having to sign up with PayPal to process your payment. Although if you prefer to use PayPal, and many people do, it is an available payment option. 

Is there a catalog I can receive by mail?
Our printed catalog is available to wholesale buyers only.

How do I care for my jewelry?
See the Product Care section above.

Who is responding to my email inquiries?
Usually it is Gina Renee (the owner and designer), or Joan, our Operations Manager. Either of us are more than happy to help you.

Who is Sonya? Who is Renée?
sonya renée is the combination of 2 middle names, gina renée and desiree sonya. Gina became the company’s sole owner in 2004 but is referred to as sonya on a frequent basis. It’s okay!

Sonya Renée jewelry would like to thank you for your business and we apprciate any feedback you may have to help us grow.

 

© Copyright 2017 sonyarenée. All rights reserved.