FAQs

Discover the craftsmanship and quality behind our materials. Click here to explore more about the materials we carefully select for each piece.

To guarantee the authenticity and quality of our diamonds, we collaborate with the GemID laboratory to provide certification upon request. Please note that fulfilling this request may extend the delivery time by approximately 1-2 weeks.

If you're unsure about your size, please refer to our size guide and read reviews from other customers for additional insights. These resources can help you make the best choice for a perfect fit.

Yes, you may cancel your order before it has been shipped. If your order has already been shipped, we are unable to cancel it, but you can initiate a return once you receive the item. Please contact us atsistine_nyc@outlook.comfor assistance.

We can assist you with modifying your order before it is shipped. This includes changing the size or color of an item, removing an item, or updating your shipping address. However, once your package has been shipped, no changes can be made. If you need assistance after receiving your order, please contact us at sistine_nyc@outlook.com to discuss a return or exchange.

A confirmation email is sent within 24 hours of completing your payment. If you haven't received it, please check your Junk or Spam folder. Additionally, verify that the email address you provided is correct.

To initiate an exchange, please contact us at sistine_nyc@outlook.com within 14 days of receiving your order. We’ll guide you through the exchange process and provide instructions on returning the original item. Please note that items must be in their original, unworn condition with all packaging intact. Once we receive and inspect the returned item, we will process the exchange and ship your new item to you.

At SISTINE NYC, we take pride in the craftsmanship and quality of our jewelry. If, for any reason, you are not entirely satisfied with your purchase, we offer a return policy to ensure a safe and seamless process for eligible items. Please review our return guidelines below.

1. Eligibility for Returns

• Return Window: Items must be returned within 14 days of the delivery date. Returns outside of this period will not be accepted.
• Condition: Jewelry must be in its original, unworn condition, with no signs of wear or alteration. Items should include all original packaging, certificates, and tags.
• Non-Returnable Items: Custom orders, personalized pieces, or items marked “Final Sale” are not eligible for return or exchange.

2. Return Authorization

• To initiate a return, please contact us at sistine_nyc@outlook.com with your order number and reason for the return.
• Once approved, you will receive a Return Merchandise Authorization (RMA) number and detailed return instructions.
• Important: Returns without an RMA number will not be accepted and may be returned to the sender.

3. Packaging and Shipping

• Carefully package the jewelry to ensure it is secure during transit. We recommend using a box with ample padding to prevent any damage.
• For your protection, please use an insured and trackable shipping method. SISTINE NYC is not responsible for items lost or damaged during return shipping.
• If provided, use our prepaid return label and ensure the package is dropped off at the correct shipping carrier location.

4. Return Fees and Refunds

• Return Shipping Cost: If the item is returned due to a change of mind, the return shipping cost may be deducted from your refund.
• Refund Processing: Once received and inspected, your refund will be issued to the original payment method within 7-10 business days. We will notify you of the refund status via email.

5. Exchanges

• If you would like to exchange an item, please mention this during the return authorization request. We will work with you to select a replacement and arrange for the exchange as a new transaction.

6. Additional Information

• Gift Returns: If you received a gift and wish to return it, please contact us for store credit or exchange options.
• Damage During Shipping: If your item arrives damaged, please contact us within 7 days of delivery with a photo of the item for assistance.

For any additional questions regarding returns or exchanges, please reach out to our customer service team at sistine_nyc@outlook.com. We’re here to ensure a smooth return process and provide the best possible service.

Once your order is fulfilled, you’ll receive an email notification with tracking information. Our warehouse typically requires 48 hours to process and prepare your order for shipment (excluding pre-orders). If you have requested certification for your item, please allow an additional 1-2 weeks for processing.

Delivery times may vary depending on your location, but orders typically arrive within approximately 1-2 weeks after shipment.

If your tracking indicates that the package has been delivered but you haven’t received it, please follow these steps:

1. Confirm that the delivery address is correct and check around your property, including any alternative delivery spots (e.g., side door, porch).

2. Check with neighbors or building staff who may have received the package on your behalf. Sometimes, packages are marked as delivered up to 48 hours before arrival, so we suggest waiting an additional day or two.

3. Contact the carrier directly, as they may be able to provide more information.

If, after these steps, the package is still missing, please contact us. We’re here to help you explore further options, including initiating a claim with the carrier if necessary.