I am not sure if my order went through. Could you please help me confirm its status?
You will receive a confirmation email with your order details shortly after placing your order. If it’s not in your inbox, please check your Spam folder; it might have landed there. If you still don’t see it, feel free to reach out to us at customerservice@caraandsami.com, and we’ll make sure you get a copy. Please note that at this time, our customer service team is only accessible through email. Our office hours are Monday through Friday, from 9 am to 5 pm PST. Thank you for your patience!
How can I check on my order status?
As soon as your order ships, we will send you an email with your tracking number so you can keep an eye on its journey at www.USPS.com.
Can you tell me how long it takes to process my order before it ships?
Orders placed Monday through Friday (excluding holidays) are typically processed within 24 hours. Orders placed over the weekend will be processed on the next business day.
Once your order is ready to ship, you will receive an email with your tracking number. You can use it at USPS.com to follow your package’s journey to you.
Can I make changes to my order, such as removing items, after checkout is complete?
After checkout, you will not be able to remove items online. If you need to make any changes, just email us at customerservice@caraandsami.com with the subject:
Revise Order: [Your Name – Order Confirmation Number].
Please get in touch within 1–2 hours after you get your order confirmation so we can help. After that, changes might not be possible.
Am I able to cancel my order?
If you need to cancel your order, please contact us up to 2 hours after placing it. If your order has already been shipped, you will need to return the items to us. To cancel your order, please contact us at customerservice@caraandsami.com with the subject:
Cancel Order: [Your Name – Order Confirmation Number].
I recently bought a piece from Cara and Sami Jewelry last month, but I can’t seem to find it on your website anymore. Will it be coming back in stock soon?
On occasion, certain pieces may sell out. If this happens, feel free to email us a photo or the style number at customerservice@caraandsami.com. We’ll gladly check on its availability, and we will help you find another gem currently in stock you’ll love just as much.
I’m purchasing an item as a gift. Is gift wrapping available?
While we don’t offer gift wrapping, all Cara and Sami Jewelry comes in our signature pouch, making it gift ready.
Payments
Why do I see a double charge on my billing statement?
If this occurs, please check your email account to see if you received two Order Confirmations with two Order ID Numbers. In our experience, customers sometimes place two orders by mistake.
We will gladly issue a refund for one order if this is the case. Please send an email to our Customer Service Team at customerservice@caraandsami.com with a screenshot of your bank statement so that we can sort this out for you.If you see the words PENDING or PROCESSING on your bank statement, please allow up to two business days for this charge to be cleared.
What payment methods do you accept?
We accept major Credit Cards and PayPal.
Please note that we do not accept checks, cash, COD, or money orders.
How is tax calculated?
Taxes are calculated based on the state and the local taxes of the location where your order is being shipped. State and local tax rates are subject to change at any time.
A breakdown of charges is displayed on the invoices for your order, including any sales tax.
Shipping
Do you offer free shipping on orders?
Free shipping is available on orders over $70 before taxes.
Is your jewelry nickel-free?
While we have a variety of metals used on our website, most of it is made using 316L surgical-grade stainless steel. 316L is used in surgical tools and is considered safe for most skin types. While a small percentage of nickel is present in most types of metal, including fine gold and top-grade steel products, we’ve designed and produced all our jewelry with our customers’ utmost health and safety in mind. Unless you are part of an extremely low population of people with a severe nickel allergy, our jewelry is safe and great for the everyday wearer! For questions on specific pieces, please contact us directly.
Returns and Exchanges
I received a damaged or incorrect item?
If your package arrives with visible damage, appears tampered with, or contains the wrong item, please contact us at customerservice@caraandsami.com as soon as possible. Please include your order number and photos of the defect. We’ll review the information and let you know the next steps.