Payment and Billing
We accept Visa, MasterCard, and American Express. For over the phone orders your credit card will not be billed until your order is ready to be shipped. Online orders are received through the secure online payment system and processed in house. You will receive an order confirmation email shortly after you place your order. To place an order by phone please call Monday - Friday. 9:00 am-5:00pm EST.
Shipping to you
Standard Shipping Charge: We charge a flat shipping and handling rate of $14.95 per order for delivery in the United States, which includes insurance and packaging. Additional shipping may apply to large orders and we will contact you in advance with a shipping quote.
Standard Delivery Time: Generally orders are shipped within (3-5) Business Days, excluding holidays. Standard shipping is FedEx Ground or UPS. Delivery time is between 1-6 days depending on your location. Your order is shipped from zip code 14534 and you can get the estimated delivery time to your zip code at www.fedex.com or www.ups.com.
Expedited Delivery
Overnight delivery is available if products are in stock. Please e-mail or call ahead before placing order to ensure that we can meet your deadline. Charges vary.
International Shipping: We ship worldwide via FedEx or UPS. Shipping charges vary depending on your location. There is a minimum charge of $25 that will be added to your online invoice. Your final shipping charge will be adjusted to reflect actual shipping costs once we receive your order. If you want to know the shipping charges in advance, please contact us BEFORE placing your order at tru@trujewellery.com or (585) 381-0190.
Sales Tax
All orders shipped to an address WITHIN New York are subject to sales tax of 8.00%
Tracking Your Order
You will receive two e-mails from us. The first email will arrive shortly after your order is placed to confirm that we received your order and it is being processed. We will contact you a second time when your order has shipped and it will include a tracking number for either FedEx or UPS. You can use this number to track the delivery of your package online: www.fedex.com or www.ups.com. If you do not receive these e-mails, it is possible that you entered an incorrect e-mail address, and you will need to call us directly to confirm your order at (585) 381-0190.
Returns Policy
Due to the custom nature of our jewelry, all sales are final. We will accept returns for store credit only. If you would like more information about a particular piece before you make a purchase, please feel free to contact us with your questions.
The item must be returned in the same condition as it was sent, unworn. Although we check all merchandise for defects and damage prior to shipment, it is the buyers' responsibility to check the product upon arrival to make sure it is free of any defects.
In your return package, please include a copy of your receipt with a written reason for your exchange request. An email confirmation will be sent upon receipt of merchandise. For your protection, please ship only via UPS or FedEx to the following address. Be sure to insure your package and retain the tracking number. We cannot be responsible for packages shipped without tracking or insurance. No COD deliveries accepted. Return shipping costs will be added to your final bill. Be sure to include contact information, including a day and evening phone, an e-mail address, and a return shipping address. Returned items must be packed with sufficient padding to ensure safe delivery. Tru by Nicole Yacano will not be responsible for items damaged in transit due to insufficient or inappropriate packaging.
Repairs
We provide service for our jewelry when it is in need of repair from normal usage. Simply send the piece to us, we will inspect the piece and we will contact you with an estimated repair fee before proceeding. If you have concerns about the turnaround time, please call ahead before shipping to check our workload and discuss your needs.
Variations in Stone and Availability
Due to the unique nature of the stones used, from time to time a particular stone featured on the site may not be available. In such case, you will be contacted before your credit card is charged. You will have the choice of selecting an alternate stone (Nicole can suggest suitable alternatives), selecting another piece, or canceling your order. Due to the nature of the stones we work with, stones may slightly vary in size and color, but will be just as beautiful as the photo.
Care for Jewelry
It is recommended that your TRU piece is stored in the pouch it arrives in. This will reduce tarnishing that may occur with the sterling and any vermeil and will also protect the piece from extra wear and tear. To clean the pieces that include sterling silver, a silver polishing cloth is recommended. It is recommended that the jewelry not be worn in the water.
Privacy Policy
We will never share or sell your information with anyone for any reason. If you choose to join our mailing list, your e-mail address will be hidden from other viewers when an e-mail is sent out.