SON MIAS FREQUENTLY ASKED QUESTIONS
The Info You’re After
The standard processing time for the majority of SON MIAS Jewelry orders will be packed and ready for courier pickup within 5 weeks, although currently, those times vary due to the issues relating to COVID-19 and government orders and the impact to our business. Processing times may also be extended during holidays, launches/re-stocks, limited-edition releases and promotions. You will receive your tracking information to the email or phone number you provided at checkout once item has been produced. Please allow up to three business days for the provided tracking information to be updated.
What does this mean for you?
Once you have received your order confirmation. All Jewelry is a 5 week turnaround to custom make your special piece. Each one is made by hand, special for you. At this time we cannot expedite orders, we take pride in making them beautiful. Once you have received your order confirmation, it can take up to 5 weeks to receive your Tracking Information. This may also be extended during holidays, launches/re-stocks, limited-edition releases and promotions.
Please note that during this time, we are doing our best to ensure the safety and health of all members of our distribution channels and that some delays may be encountered. Additionally, always remember that all delivery personnel have been tirelessly working on the front lines and that some delays may occur at the carrier level. We are all in this together and appreciate your patience and understanding.
Thank you so much for your support!
- Flat fee based on carrier and region
- 14-21 business days once your order has been produced & processed
- If you are shipping to or ordering from outside the United States, the customer will be responsible for paying for any and all local taxes, duties and other similar charges or impositions (including VAT) associated with your purchase upon receipt of the package. Please allow 14-21 business days for all international shipments to arrive.
*Please understand that business days do not include weekends or holidays such as New Year’s Day, Martin Luther King Jr. Day, President’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas
My package is lost/ or stolen/ or damaged ?
We’ve partnered with Route - a package protection and tracking solution - to give our customers the best possible delivery experience. Route is premium package protection for your online orders. With Route automatically added at checkout, (Unless deselected by the customer) you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.
Because your order is automatically insured with Route at checkout (Unless deselected by the customer), you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim for
- 100% coverage of lost, stolen or damaged packages
- Effortless claims filing* through the Route App
- Basic claim resolutions within 24 hours of approval
- Customer service reps available 24/7
Son Mias Jewelry SHALL NOT BE LIABLE for any lost, stolen, custom fees, custom duties countries may apply, damaged packages or for any delay caused by act or default of the shipping carrier. Son Mias Jewelry is responsible for orders until they leave our warehouse facility ONLY. Once tracking is received, it is between the shipping company and the customer to ensure the goods arrive safely. If package states that it has been delivered but has been lost or stolen and Route Shipping Insurance was purchased please file a claim with Route.
I just emailed, when will I receive a response?
QUESTIONS : email@example.com
SON MIAS business hours are Monday-Friday only from 9 – 5pm (PST). This including replies to emails. We Any emails sent during Saturday or Sunday will be attended until Monday. We also recommend while having a question about your order please gather the following to help you much faster: Order number, full name of order and what item was ordered. Refrain from sending multiple emails. If you have not received a response within 72 hours, please resend message in a different message thread, as this could be due to your message going into our spam folder. Emails are answered in date/time order. No email is ignored.
Instagram DM is NOT the best way to help you with your order.
What is Gold Vermeil or Sterling Silver?
Chosen for its strength and beauty, sterling silver can have a lifetime of durability. Sterling silver is an alloy of silver containing 92.5% by weight of silver and 7.5% by weight of other metals. Gold vermeil (pronounced ver-may) is thick gold plating on top of sterling silver. US standards require there to be at least 2.5 microns of gold placed on top of sterling silver, but some other countries require less, such as Canada only requiring 1.0 micron. It is hypoallergenic, so people with metal allergies can wear it safely. Since the gold plating in vermeil is much thicker than gold plated jewelry, the gold lasts much, much longer. Over years, with lots of excessive use, the gold can wear off in areas with a lot of contact.
At Son Mias Jewelry, we not only plate with 3 microns of gold but we send our vermeil pieces to a reputable plating factory that has the capability of measuring how much gold they are plating on top of the sterling silver.
Can you shower with sterling silver?
Though showering with sterling silver jewelry on should not harm the metal, there is a good chance that it could induce tarnishing/ oxidize. Waters that contain chlorine, salts, or harsh chemicals will affect the look of your sterling silver. We encourage our customers to remove your jewelry before showering.
Styles with more than one name?
We cannot guarantee orders placed with more than one name will have names be in order as you the customer have noted them at checkout. As long as they are spelled correctly we are not responsible for remaking the item.
What are your business hours?
SON MIAS business hours are Monday-Friday from 8 – 5pm (PST). This including replies to emails. Please allow 24-48hrs to respond to email during business hours. Any orders placed after 5pm will be counted on the following business day. Please allow 5 weeks to create your jewelry piece. Each one is made by hand, special for you. We cannot rush, we take pride in making them beautiful.
I only wore my item once or a few times can I still return if it damages, find a defect, or no longer like it?
All jewelry is final sale. No exceptions.
Clothing - Ownership transfers completely from our business to consumer as soon as the item is worn, used or 24hrs after delivery. No exceptions.
I’m missing an item!
We have our shipping personnel meticulously ensure proper packaging of each order including the number of units purchased, but should this conflict arise. Please email us firstname.lastname@example.org as soon as possible with images attached along with your invoice. We will not accept claims if 24hrs has passed from delivery date.