My Cart

Close

FAQ

My package was marked as delivered but it hasn’t arrived.

There are a few possibilities as to why it shows delivered but has not arrived yet.  The most common is that USPS has scanned your package as delivered but it is still in transit.  This is unfortunately a common occurrence when using USPS and can cause the package to be delayed several days.  If you don't see your package in a couple of days, we recommend reaching out to the US Post Office in the zip code your order shipped to since they can provide more detailed information regarding your shipment.

U.S. Postal Service Priority Mail products and First-Class packages may require more time to be delivered due to limited transportation availability as a result of the ongoing Coronavirus Disease (COVID-19) impact to the United States.

At this time, we are unable to replace missing or stolen packages.

Do you ship internationally?

Yes, international shipping rates apply.  The customer is responsible for any fees associated with international shipping, including customs fees and duties.

COVID-19 UPDATE:  Due to the ongoing Coronavirus Disease (COVID-19) impact on timely deliveries of international packages, we are temporarily limiting shipping to the United States only.

Can I ship to multiple addresses?

We do not offer the option to ship items from the same order to multiple addresses.

If your purchase is placed during a gift with purchase promotion, then the gift with purchase item(s) will be included in the order’s shipment and cannot be shipped to an alternate address or added to another order.

When will my order be fulfilled?

All orders placed through our website are fulfilled from our San Diego warehouse within 7-10 days of when the order was placed.

How long will it take for my order to arrive?

Once your order has shipped, transit times range between 3-10 days depending your location and the shipping class you purchased.  International shipping will extend transit times.

COVID-19 Update: U.S. Postal Service Priority Mail and First-Class packages may require more time to be delivered due to limited transportation availability as a result of the ongoing Coronavirus Disease (COVID-19) impacts to the United States.

Please note that shipping times do not include processing times.  Orders are shipped Monday through Friday; holidays may increase processing and transit times.  Orders placed after 12pm on a Friday will be processed the next available business day.

Emailed tracking information will be sent when your order is ready for transit.  Once the carrier picks up an order, we are no longer in control of transit times.

2020 Holiday shipping transit times

Per our carrier recommendation, orders must be placed as soon as possible to ensure the best chance of receiving your package(s) in time for the holidays.

Please note that any delays in shipment are possible if ordering closer to the holidays.

I realized the shipping address is wrong.  Can you change it?

If your order has not been shipped out, it’s still possible that we can modify your address.  You can confirm this by emailing us at info@jaxkelly.com as soon as possible.

If your order has already been shipped, then we can no longer make any address changes to your order.

Please note that if your order contains a wrong or incomplete address and gets returned to us by USPS, we charge a $5 fee to reship your package.

Please note that we cannot modify billing addresses.

Can I change or edit my order?

Once an order is placed, items cannot be added to your order.  You can contact us at info@jaxkelly.com if you’d like to remove items from your order or cancel your order altogether.  Please note that if your order has been processed, we will not be able to make edits or cancellations and our returns/exchange policy will then apply to your order.

I have a discount code, where can I redeem it?

During checkout you will have the opportunity to enter your coupon code before you enter your payment information.

If you are using a desktop computer, you will be prompted to enter the discount code on the right-hand side of the screen after entering your shipping information.  Enter your code and press apply.

If you are using a mobile device, you will be prompted to enter the discount code after you select your shipping method.  Enter your code and press the black arrow to apply your discount.

Please note that discount codes are only valid on full-priced items.

What type of metal is used for your earrings?

The majority of our earrings are produced using 92.5% pure sterling silver and plated with 18k-gold.  Sterling silver alloy does not contain nickel, however, the remaining 7.5% of its makeup is a mix of metals containing mainly copper.  Please review product-specific information for each pair of earrings.

If you have an extreme sensitivity, please email us at info@jaxkelly.com with questions about the particular earrings you’re interested in.

How do I care for my earrings?

Because everyone has a different chemical balance within their body, which will affect how various metals wear on your skin, we recommend the following jewelry care guide:

  • Water promotes oxidation so remove your jewelry before you swim, shower, participate in sweat-inducing workouts, or any activity in which water would come in contact with your jewelry.
  • Be gentle with your jewels—direct contact with chemicals in hairspray, perfume and cosmetics is not recommended.  Harsh jewelry cleansers or cloths with abrasive compounds can cause damage.  We recommend using a polishing cloth to gently remove any oils or tarnish.

Do you take custom orders?

We currently do not take any custom order requests.

How do I care for my candle?

We recommend always trimming your wick to 1/4" before lighting to enjoy a clean burn.  Light for 1-2 hours, until the melted wax reaches the edges of the jar, before extinguishing.  This will allow for a smooth and even burn and prevent the wax from tunneling around the wick.  Never leave a candle unattended after lighting.

How do I retrieve the crystal from inside my crystal candle?

Once your crystal candle has fully burned down and you can see the crystal at the bottom, allow the glass and crystal to cool.  Use a spoon or pair of tweezers to carefully retrieve your new crystal.  Once you have removed the crystal from the jar, you can gently wash off the waxy residue with lukewarm water, soap, and a soft towel.

Do you offer bulk discounts?

We do offer bulk discounts for events!  Email us at info@jaxkelly.com and we can help you through the process.

Where can I find your products in-store?

Please email us at info@jaxkelly.com to find a retailer near you.

Do you offer wholesale?

Wholesale inquiries can be made by emailing sales@jaxkelly.com

Do you offer returns and exchanges?

We want you to be completely satisfied with your purchase.  Please visit our returns and exchanges page for more details.  Restrictions apply.

Do you offer returns or exchanges on a sale item?

In order to extend the best possible discount, all sale items are final sale and are not eligible for return or exchange.  No pricing adjustments will be granted on previously purchased items.

Please review all product information and select your items with care before making your purchase.

Liquid error: Could not find asset snippets/modify_lightbox_snippet.liquid