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Customer Care

CUSTOMER CARE

SOHO GEM
367 West Broadway
New York, NY 10013
Email: sales@sohogem.com
Tel: 1-888-SOHO-GEM (7646-436)
Hours: Monday-Saturday 11am-6pm, Sunday 12pm-6pm

POLICIES

Credit Card Charges: Your card will be charged at time of purchase.

Custom Orders: Custom orders take approximately 4 to 6 weeks for delivery. Some custom orders may arrive sooner, depending on the country of origin. All custom orders are final sale and are not refundable or exchangeable.

 

Return Policy: Excluding custom orders, SOHO GEM online offers a 7 business day money back guarantee provided the merchandise is in original condition, unworn and undamaged. The original receipt must accompany the return and you  must receive a return authorization number (RA #) prior to shipping merchandise back to us. To return jewelry and to receive an RA # please contact customer service at sales@sohogem.com  or call 888-SOHO-GEM to speak with a sales associate. The merchandise must be shipped back fully insured. All return shipping charges, including insurance, must be paid for by the sender. We are not responsible for merchandise that does not make it back to us. 

Sale Items: All sale items can be exchanged only for sale items within 10 days. No refunds or store credit.

Holiday Returns: Merchandise purchased from November 24th thru December 31st will have an extended return period until January 15th.

Shipping: Shipping is FREE of charge. All merchandise is shipped via FedEx second day air. Merchandise will either be shipped on the day of purchase or the following day pending credit card authorization. We do not ship or deliver on weekends or holidays. SG can only ship within the continental US, Hawaii and Puerto Rico and will not ship to PO boxes. We cannot guarantee second day delivery to Hawaii or Puerto Rico. All merchandise is fully insured and a signature is required for delivery. 
Soho Gem online does not ship to ANY address other than the billing address of your credit card.  If you require next day delivery, or would like to ship to an alternate address or an address outside of the USA please contact a sales representative at 1-888-SOHO-GEM.

 

Refunds: After the item is inspected and deemed in original condition, your credit card will be refunded. Refunds usually appear on your credit card statement one to two billing cycles later. SOHO GEM is not liable for merchandise being shipped back to us. Please make sure the merchandise is fully insured in case of lost or stolen packages. Please ship all packages to the address above.

Exchange/Store Credit: All items may be exchanged or returned for a store credit within 14 business days. Store credit does not expire and may be transferred. Please refer to our return policy for shipping merchandise back to SG with the appropriate RA#.

Sizing/Alterations: Many of our jewelry pieces can be sized or altered. We offer this service free of charge, in most cases, at time of purchase. Sale items are excluded and charge will apply . This applies strictly to in-stock items and not to custom orders. To find out if a particular piece of jewelry can be altered please contact sales@sohogem.com

Layaway Plan: SOHO GEM offers a three month interest free layaway plan.  A 30% deposit is required and the item(s) must be paid in full within 90 days of purchase.  If item(s) are not paid in full within 90 days, the deposit will be forfeited. The merchandise stays in SOHO GEM'S possession until full payment is made. 

Privacy policy: Your privacy is very important to SOHO GEM, therefore we do not sell, trade or rent your personal information to third parties. If you provide us with personally identifiable information, this may be used to communicate to you information regarding SOHO GEM's products, promotions and services. If you place an order with SOHO GEM, we may use your personally identifiable information to confirm your order, prevent and detect fraud or abuse, respond to your requests or inquiries, and provide you with any other information that we deem helpful or of interest to you.

Security: Your online credit card transactions are secure with SOHO GEM and SOHO GEM online.  We use Secure Socket Layering (SSL) and GeoTrust  the industry standard encryption technology that ensures safe Internet transmission of your personal information.

Error Disclaimer: SOHO GEM makes every effort to ensure accurate information is listed on the website. If an error occurs, whether human or technological, SOHO GEM reserves the right to make adjustments to the order after it has been placed. The purchaser will be promptly notified of any necessary changes.