CUSTOMER CARE

CONTACT US

WE WOULD LOVE TO HEAR FROM YOU

Have a question? We're here to help! Email us at anytime and we'll try to get back to you at our earliest convenience.

 

Hours of operation: Monday through Friday

8:00 am until 6:00 pm (Eastern Standard Time)

Saturday and Sunday 9:00 am until 4:00 pm (Eastern Standard Time)

Mailing Address

Satin Doll & Co.

874 Williams Avenue #2D

Brooklyn, New York 11207

 

General Email

If you have questions that are not covered in our FAQ page, you can email us at info@satindoll.biz

 

Orders Email

Do you have questions about your order, tracking number, or delivery status, please email us at orders@satindoll.biz

 

Customer Service Email

If you would like to contact one of our representatives at Satin Doll regarding one of our products, please contact us at customerservice@satindoll.biz

 

Wholesale Email

Inquiries regarding wholesale orders for Satin Doll products, please email us at wholesale@satindoll.biz

 

Press Email

Inquiries regarding requesting Satin Doll's latest press kit or interested in covering a story regarding Satin Doll and/or products, please contact us at press@satindoll.biz.

 

Newsletter Email

To be added to our mailing list for the latest updates and sales, please contact us at newsletter@satindoll.biz

 
 

 
 

 

 

Shipping Options

Domestic Shipping. We package all items with great care and ship via USPS First Class Mail, Parcel Post, Priority Mail, or Express Mail. SHIPPING & HANDLING RATES based on USPS price change as of 4/19/2016

 

Canadian/International Shipping. We ship worldwide. All packages are shipped via USPS Express Mail International, Priority Mail International, or First Class Mail International for prompt, reliable delivery. Please be advised that international orders may not be able to be tracked once they leave the United States. The buyer is responsible for all duties, taxes, fees and observance of local customs restrictions. Please contact us and reference your order number with any special requirements or requests. We do not ship to international P.O. Boxes.

 

Shipping to a P.O. Box. Orders shipped to P.O. boxes are sent via USPS First Class Mail and Priority Mail only.

 

US Territories & Military Addresses. Military APO/AFO Addresses. Orders shipped to APO/AFO addresses are shipped via USPS. Shipments to APO/AFO addresses may have longer transit times due to military processing. Once the package has been delivered to the APO/AFO point, Satin Doll & Co. is not responsible for the possible delays or lost shipments.

 

 

FREE SHIPPING ON PURCHASES OVER $50

Free shipping is available for purchases over $50. Offer applies only to standard ground shipping. Does not include Satin Doll gift cards unless purchased with merchandise over $50 before taxes, shipping and handling. No price adjustments on previous purchases. Offer is non-transferable without consent by Satin Doll & Co. Cannot be combined with any other offers. Valid on regular US shipping only. Shipping promotions do not apply to orders shipped to Nunavut, Yukon, the Northwest Territories, and international regions outside of the United States. Additional charges apply for express shipping.

 

Holiday Shipping

Satin Doll & Co. and its carriers do not ship or deliver on the following holidays:

 

New Year's Day, January 1st

Martin Luther King Jr's Birthday, January 21st

Presidents' Day, Third Monday of February

Memorial Day, Last Monday of May

Independence Day, July 4th

Labor Day, First Monday in September

Columbus Day, October 12th

Veterans Day, November 11th

Thanksgiving Day, Last Thursday in November

Christmas Day, December 25th

 

Lost Packages. For your benefit, we ship exclusively through nationally recognized parcel carriers. In the rare event that an insured package is lost or damaged during transportation, we will gladly assist you in processing your claim with the appropriate parcel carrier. To file a claim, you must contact us with the shipment information and details regarding the problem you encountered. Please note that claims apply only to insured packages. Claims for lost packages will be processed only when package tracking indicates that the package was NOT delivered correctly. Our claim limit is currently $100 per order.

 

Refused/Undeliverable Packages. Additional postage to cover the cost of the initial shipment, any duties or taxes and return shipping fees will be due for Satin Doll & Co. to resend any packages that are returned to us by the carrier. We encourage customers to carefully review their address information during checkout and in any emails received to ensure the proper delivery of all packages. If a customer refuses to pay any duties, taxes and/or any fees on a shipment, the shipment may be abandoned with the carrier and no refunds will be issued. In the event a refused package (in original condition) is returned to Satin Doll & Co., a refund will be issued less shipping, return shipping and a 15% processing fee.

 

Return Policy

 

if the product does not meet your expectations upon arrival, you have 30 days to return your merchandise (in its original form) for a prompt refund. Item(s) must be unused and in the same condition as received. All returns must be accompanied by the original invoice, a Return Merchandise Authorization (RMA), and all merchandise tags must be attached. Refunds will be given in the same tender as original purchase. A Return Merchandise Authorization may be obtained by reviewing the order in question in your My Account page. Clicking the 'Need to return this product?' link will start the RMA process. Please include a printed copy of your RMA screen with your returned item.

 

We suggest that all items be returned to us by a shipping method in which you can get a tracking number (such as FedEx or UPS) or a delivery confirmation numbers (such as Priority Mail with a Delivery confirmation). If we do not receive a return (or it does not show up in our records as having been received), we cannot issue a credit without a proof that it was delivered to us and insurance purchased in case of loss or damage. ALL SALE MERCHANDISE IS FINAL SALE.

 

Please send returns to:

Satin Doll & Co.

Attn: Returns

874 Williams Avenue #2D

Brooklyn, New York 11207

 

Please be aware that postage on returns is your responsibility. Satin Doll & Co. does not reimburse for shipping and handling on returns.

 

Damaged in Transit. In the event that an item is damaged in transit, the customer must send us an email within 48 hours of receipt of damaged merchandise to ship us back the item. Item must be mailed back in its original packaging and damaged condition. Customer is responsible for all shipping costs involved to complete the return or exchange.

 

Items Not Eligible for Exchange. Satin Doll & Co. will not accept a return/exchange if:

1. The item is not in its original packaging and/ or shows signs of use.

2. Returned item is damaged during shipping back to us due to poor packaging.

3. No Custom Order can be returned. Satin Doll & Co. will not accept returns/exchanges of any custom orders.

 

Ordering

 

If you are a new customer, you will be required to register before proceeding to checkout; returning customers will need to log in to their accounts.

 

Order Processing

 

Satin Doll & Co. will ship orders that are in stock within 48 hours. Items out of stock may take up to two weeks to make and ship.

 

Order Tracking

 

Order tracking numbers will be sent via email once the order has been shipped.

 

Packaging

 

- All items will be packaged in an organza drawstring bag which can be used for future storage of your Satin Doll & Co. piece(s).

- Gift boxes are available upon request at checkout.

- Earrings include a pair of plastic backings (stoppers).

- All stationery, accessories, and handbags are packaged in a clear bag. Accessories and handbags are wrapped in tissue paper.

 

Would you like to send a gift?

 

Jewelry and accessory purchases at Satin Doll & Co. are beautifully presented in our organza drawstring pouch, perfect for sending as a gift or receiving as a gift to yourself.

 

Pricing & Sales Tax

 

The prices displayed on the website are quoted in US dollars. Satin Doll operates out of New York and is required by law to charge sales tax (8.875%) on all orders shipped within the state. Please note that the on-screen order totals reflect estimated sales tax. The actual charge to your credit card will reflect the applicable state and local sales taxes and will be calculated when the order is shipped.

 

Payment Options

 

We accept most major credit cards (processed securely by Paypal). If you have further questions please contact us.

 

 

 

Repairs

 

Satin Doll & Co. will repair our designs free of charge for up to six months after purchase, unless there are extra materials involved. Satin Doll & Co. will contact the customer before starting any work requiring additional costs. The customer will be responsible for all shipping costs involved in completing the repair.

 

Custom Orders

 

Have a special event coming up soon and looking for something special to wear? Planning a wedding and can't find the right piece for your gown? Need bridesmaid gifts or a unique piece for someone special? Contact us at orders@satindoll.biz about creating a custom piece just for you.

 

All custom orders require a non-refundable deposit of half the sales price and the remaining balance is due upon completion of the piece. If there are any defects in the craftsmanship of your purchase, we'll gladly repair or replace the piece for FREE.

 

Because custom orders may require materials that are not in inventory, please allow extra time for your purchase to be created and shipped. We recommend that any custom orders placed for weddings be placed at least two months in advance, when possible. We will do our best to get it to you sooner; however, we do ask that you plan ahead.

 

A few examples of our work.

 

FREQUENTLY ASKED QUESTIONS

Satin Doll takes great pride in providing prompt, professional service to our customers. If you are unable to find an answer to your question(s) here, please feel free to contact us.

 

General FAQ

Q. Do you sell wholesale?

A. Yes, Satin Doll does sell wholesale. Feel free to email us at wholesale@satindoll.biz ..

 

Q. Do you charge sales tax on all products?

A. No, only items sold to residents of New York have sales tax (8.865%) added to the purchase price.

 

Q. How do I know how much shipping cost will be?

A. We charge the actual cost of shipping based on the weight of your order.

 

Q. Do you ship internationally?

A. Yes, we will ship internationally. Shipping cost is based on which country the item is to be shipped to and the weight of the package.

 

Q. How long will it take for my order to arrive?

A. First-Class Mail (USPS) = average 5-7 business days (except Hawaii and Alaska)

Canada = average 5-15 business days (may be delayed due to Customs)

International = average 5-15 business days (may be delayed due to Customs)

 

Q. How do I know you got my order?

A. We will send a confirmation email within 24 hours of receiving your order. This email will detail your order and specifications.

 

Q. I ordered but I never got a confirmation. Why not?

A. If you never got an email confirmation from us, it probably means that we tried, but your email bounced back to us. Perhaps your in-box is full, you entered your email incorrectly, or your ISP is blocking our email by mistake. You should also take a peek at your "spam" or "bulk" folder if you have one, in case the email got routed there accidentally. This occurs frequently with AOL and Hotmail accounts. If you do not receive an order confirmation within 24 hours, please email again, and provide your phone number. We will confirm via telephone.

 

Q. How do I use a coupon code I may have?

A. Unfortuntaley, our website doesn't support any coupon codes but if you have an active coupon code please contact us via email at customerservice@satindoll.biz . Make sure to include the coupon code with the items you would like to purchase and we'll send you a invoice via. Paypal with the discount.

 

Q. Do you offer gift wrapping?

A. Yes, we do offer gift wrapping. Jewelry and accessory purchases at Satin Doll & Co. are beautifully presented in a gift box, perfect for sending as a gift or receiving as a gift to yourself. Please note that some Satin Doll necklaces cannot be gift wrapped.

 

Q. How will my order come packaged?

A. Jewelry and accessories purchased at Satin Doll & Co are beautiful presented in our organza drawstring bag on our signature jewelry card.

 

Q. Do Satin Doll & Co. have an affilate program?

A. Yes, we do.

 

Q. How do I become an affiliate of Satin Doll & Co.?

A. Simply send us an email at info@satindoll.biz with the subject line "Affiliate Program" and we'll email you back our application.

 

Jewelry FAQ

 

Quality

 

All Satin Doll jewelry are created using the finest materials available including Swarovski crystals, semi-precious gemstones, top quality jewelry findings and components, as well as real glass beads.

 

  • Swarovski is the acknowledge producer of the finest quality full-lead cut glass crystals in the world. In addition to their precious edges and angles, Swarovski crystals are renowned for their brilliance and clarity. This comes from the incorporation of lead into the crystal refining process. In terms of overall quality, full lead crystals are simply a cut above other glass crystals.
  • Beadalon Wire is used in all bracelets, necklaces and anklets. It is made from incredibly fine strands of stainless steel wire with a smooth, kink resistant nylon coating. This wire is considered the strongest, most flexible wire available. It is more expensive, but superior for holding its shape and resisting kinks. Semi-Precious Stones are small fragments of real gemstone material that are combined to make larger blocks, then cut into shapes.
  • All jewelry findings and components are made from real metal and reflect the fashion world's interest in more-primitive ethnic pieces that still have an old world charm. All findings and components are tarnish-free, so that their beauty will last.

 

Care & Cleaning

 

- Protect your jewelry from scratches, sharp blows, chemicals, extreme temperatures and direct sunlight.

- Store jewelry separately preferably in the organza drawstring bag provided with the piece to prevent it from getting scratches or tangled with other jewelry.

- Preferably store in an air tight bag/box.

- Remove jewelry when doing household tasks such as gardening, cleaning, repairing or other strenuous activities.

- Apply makeup, hair spray, lotions and perfumes before putting on your jewelry as the substances can cause discoloration.

- Do not wear jewelry while in the pool or hot tube or while bathing.

- Use plastic backings (stoppers) while wearing earrings to prevent loss, especially in the colder seasons with hats and scarves.

- Salt water, sweat, perfumes, makeup, personal products, body oil and perspiration take their toll on all kinds of jewelry, so frequent cleaning with a polishing cloth is recommended.

- Do not use chemical cleaners.

- Use a polishing cloth on all plated metals to restore luster. Do not press hard when polishing. Plated components to avoid damaging the surface finish.

 

Sizing

 

Bracelets(standard size is 7 1/2 inches or 7.5)

 

Individual size can be determined by measuring the wrist and adding approximately 1" to the bracelet length. This will assure a length where the bracelet can move freely on the wrist, but not be too big.

 

6.5" - extra small

7.0"- small

7.5"- medium (standard size)

8.0"- large

8.5- extra large

 

Anklets (standard size is 9 1/2 inches or 9.5)

 

Individual size is best determined by wrapping a piece of string around the ankle and adjusting the desired length (allow for it to hang gently around the ankle). Measure the string to determine your desired length.

 

8.5"- extra small

9.0"- small

9.5"- medium (standard size)

10.0"- large

10.5" extra large

Chokers (standard size is 16 inches)

 

Individual size is best determined by draping a piece of string around the neck and adjusting it to the desired length. Then measure the string to determine your desired length.

 

14.0"-small

16.0"- medium (standard size)

18.0- large

 

*Please note: There is a $10.00 restringing charge for any item that has to be resized, inaccurate sizing on behalf of the customer.

 

Policies

 

Resizing Policy: There will be a $10.00 restringing charge (plus shipping) for any item that has to be resized due to inaccurate sizing on behalf of the customer.

 

Repair Policy: If your piece has broken during normal usage within six (6) months, you may return if for repairs (return shipping not reimbursed). Please contact Satin Doll before returning your item. Additional charges may apply if components are damaged from misuse or improper shipping.

 

All repairs must be accompanied by a copy of your original invoice. Please send all returns via insured United States Postal Service (USPS), FedEx or UPS. All components of the item should be shipped in a padded or bubble-wrap style mailer to prevent further damage

 

Q. I received my order and the piece looks slightly different from the picture. Why is that?

A. Each piece is handmade. Therefore, similar items may vary slightly. We consider these variations to be a part of the value of the design of our handcrafted products.

 

Q. How do I care for my jewelry?

A. Please refer to our Care & Cleaning section on the Jewelry FAQ page.

 

Q. How should I choose the right length for a necklace?

A. Generally, a 16" necklace is considered a choker. An 18" necklace generally rests at the top of the breastbone. A 20" necklace rests at the top of the bustline.

 

Q. What is "Gold Plated" and " Silver Plated"?

A. Gold/Silver plating is an electrical process. A piece of metal is submerged in a plating solution and then an electric current is passed through both the solution and the item being plated. There are many solutions depending on the amount and color of the gold, for example, to be plated.

 

Q. How long does it take for an order to be shipped?

A. We will ship orders with 48 hours. Orders placed after 1pm on Saturday will be shipped on Monday.

 

Q. How long does it take to receive an order?

A. Once the order is shipped, it usually takes up to 5-7 business days within the U.S. International shipping may take up to 7-21 days. During the holiday season, international orders can sometimes take up to a month. Order tracking information is emailed as soon as your order has been shipped so that you can track your order status online at www.usps.com.

 

Q. It has been over two weeks and I still didn't receive my order. Should I be concerned?

A. First go to www.usps.com to check the status of your order. If the information is not satisfactory, please email us immediately and we will investigate.

 

Q. I received my order, but the piece got damaged during transit. What should I do?

A. You must email Satin Doll within 48 hours for further instructions. Make sure you keep the original packaging. Please see our Customer Service page for details.

 

Adjustments & Repairs

 

Q. I bought a piece of jewelry and realized it needs to be adjusted. What should I do?

A. You may not have included instructions during checkout. Please email Satin Doll immediately. If you have already received an email with your tracking number, your order is already on its way. Please email Satin Doll for further instructions.

 

Q. I bought a piece of jewelry and it broke. What should I do?

A. We are happy to repair our pieces free of charge for the first six months unless there are extra materials involved. Please email Satin Doll & Co. for further instructions.

 

Bridal FAQ

 

Bridal orders placed for three or more pieces will receive a 10% discount. Wedding orders placed for six or more pieces will receive a 20% discount.

 

Because orders may require special color crystals, pearls or beads, please allow enough time when ordering to be able to have your purchase designed and shipped to you. We recommend at least three months in advance so that your purchase is not rushed.

 

Q.Are volume discounts available for bridesmaid's jewelry?

A.Yes! And, we understand that as weddings become more and more personal not all bridal parties are big. For small bridal parties, we off a 10% discount on three or more pieces. For larger parties, we offer 20% discount when six or more pieces are purchased. Pieces can be mixed or matched for the discount. The only requirement is that they are purchased at the same time.

 

Q. Can you lengthen or shorten pieces?

A. Yes. It's best to try to work out potential size issues ahead of time, but we can make size adjustments as needed. Depending on the adjustment, there may be a small charge. You will be responsible for shipping charges if an item is sent back for adjustment. Email us for return instructions.

 

Stationary FAQ

 

Stationery Size Chart

 

Field Notes: 5 1/2 " x 3 1/2" (closed) /13.97 cm x 8.89 cm

Regular: 8 " x 4 " (closed) / 20.32 cm x 10.16 cm

Regular Wide: 8" x 4 1/4" (closed) / 20.32 cm x 10.795 cm

Large: 8" x 5" (closed) / 20.32 cm x 12.7 cm

 

Q. What sizes are available for your traveler's notebook stationery?

A. Our traveler's notebook stationery are available in four different sizes: Field Notes, Regular, Regular Wide, and Large.

 

Q. What type of paper quality is used in your folders?

A. Our folders are made of acid free card stock.

 

Q. Are your folders acid free?

A. Yes, our folders are acid free.

 

Q. What size notebooks are available?

A. Our notebooks are available in three different sizes: Field Notes, Regular, and Large.

 

Q. What color paper is used in your notebooks?

A. White paper is used in our notebooks.

 

Q. Is the paper lined or unlined?

A. The notebook paper is plain unlined.

 

Q. How many pages are in the notebooks?

A. There are eight leaves, 16 pages total. Front/back

 

Q. How many notebooks come in a notebook set?

A. Two notebooks come in a notebook set.

 

Q. What type of cording is used in your traveler's notebook bookmarks?

A. Rattail nylon cording, leather cord, and hemp cording are used in our bookmarks.

 

Q. What size traveler's notebook can your bookmarks be used in?

A. Our bookmarks can be used in field notes, personal, and standard size traveler's notebooks.

 

Q. What type of material is used in your bookmark charms?

A. A variety of beads are used in our bookmarks. Not limited to plastic beads, acrylic beads, wood beads, gemstone beads, vintage beads, bone beads, resin beads, Czech Fire Polish beads, metal beads, and pearls.

 

Satin Doll & Co. Privacy Policy

 

We respect and are committed to protecting your privacy. This Privacy Policy lets you know how your personal information is processed and used. We promise that we will take steps to use your personal information only in ways that are compatible with this Privacy Policy. The following policies are only in effect for the web pages owned and operated by Satin Doll. This policy may change from time to time, so please check back periodically. The following discloses our Privacy Policy.

 

Information Collection And Use

Satin Doll is the sole owner of the information collected on this site. We will not sell, share, or rent this information to others in ways different from what is disclosed in this statement.

 

Information Provided To Fulfill Requests For Service

When you request information from Satin Doll, you are required to enter personal information. Some of the information we will ask you for includes your name, address, telephone/fax number, and e-mail address. This information is used to properly identify the user, and assist us to fulfill future requests. This information will NOT be distributed to third parties.

 

External Links To Others

Please keep in mind for your protection that any links from our site to other sites are provided as a resource. These links will take you to a site governed by the privacy principles of others. You must take the responsibility of understanding the privacy policies of these sites as we have no control over information that is submitted to these third parties. This privacy statement applies solely to information collected by this Web site.

 

Removal From Our Database Or Future Communications

Should you wish to remove your name from our customer database or opt out of future communications, you may do so at any time by one of the following means:

 

Send your name, addresses, and e-mail address to info@satindoll.biz.

 

Your Consent To This Agreement

By using our Web site, you consent to the collection and use of information by Satin Doll as specified above. We maintain the right to change this Privacy Policy at any time without notice. You should periodically review this Privacy Policy to ensure that you are aware of any changes.

Copyright 2007-2017 Satin Doll & Co. All rights reserved.