CUSTOMER SERVICE

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


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

Sales tax- New York sales tax of 8.875% will be added to all merchandise shipped within the state of New York.  Any merchandise shipped outside of New York State will not be taxed.

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 signature is required for delivery. All purchases must be shipped to the billing address that is on file with the corresponding credit card. If you require next day delivery or would like to ship to an alternate address please contact customer service at 1-888-SOHO-GEM.

*Purchases over 15,000 will be shipped for next day delivery instead of second day delivery.

Custom Orders- All 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 neither non-refundable nor exchangeable.

Sale Items- All sale items are final sale, they are not refundable nor 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 return must be accompanied by the original receipt. 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

Refunds- After the inspected item is deemed in original condition, your credit card will be refunded. A $25 processing and shipping fee will be deducted from the amount to be refunded. Refunds usually appear on your credit card statement one to two billing cycles later. SG 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.

Holiday returns - All merchandise purchased from November 24th thru December 31st will have an extended return period until January 15th.

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#.

Repair Warranty- Jewelry will be repaired free of charge for one year from the time of purchase, provided the cost of repair does not exceed 10% of the original purchase price. After one year and/or if the cost of repair exceeds 10% of the original price, a charge will be quoted after assessing the damage. We repair only merchandise purchased at Soho Gem. Please send all repairs, with the correct return authorization number to the address listed above.

Sizing/Alterations- Many of our jewelry pieces can be sized or altered. We offer this service free of charge, one time only. 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

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 information may be used to communicate to you information regarding Soho Gems'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 sohogem.com. We use Secure Socket Layering (SSL), 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 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.