Customer Service: FAQs

About Your Order
About Our Site
About Our Products
About Refunds and Exchanges

Which payment methods are available on this site?

You can pay for your order using your Direct Charge account, American Express, Visa, MasterCard or Discover Card. At the present time, we are unable to accept payment using a credit card with a billing address outside of the United States or issued from a bank outside of the United States. Please be sure to provide your exact billing address (the address your credit card provider has on file for the card you use) when completing your order. Incorrect information may cause a processing delay.

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Is it safe to use my credit card over the Internet?

We use the latest Internet security technology to protect your credit card information (the Secure Socket Layer system). This system is compatible with both the Google Chrome, Firefox, and Internet Explorer web browsers and ensures that your credit card number is protected and cannot be viewed by outside parties.

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How long will it take for creditors to approve my purchase?

Major credit cards (i.e., Visa, MasterCard, Discover and American Express) should be authorized within 24 hours. Credit card orders placed after 5:00 p.m. Eastern Time, Thursday through Sunday, should be authorized by the following Tuesday.

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How much does shipping cost?

Shipping charges vary depending on the shipping method you select:

Standard Shipping and Processing Chart
5-10 business day delivery. $12.95
UPS Express Shipping
2-3 business day delivery. Add $12.95
Shipping Restrictions
  • For all orders shipped to Alaska, Hawaii or Guam, please allow an additional 3 to 5 business days for delivery.
  • Express services are not available on packages shipped to PO Box or APO locations.
  • For all orders shipped to Canada, only standard shipping is available at this time
  • Because some items are made to order and take 3 to 5 weeks for delivery, they cannot be shipped via Express Delivery.
  • Estimated delivery times are pending credit approval and item availability.
  • We are currently unable to ship outside of the United States & Canada.

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Will I be charged sales tax?

PalmBeach Jewelry charges the applicable state sales tax to merchandise, plus shipping and handling totals based upon individual state laws. Tax rates are determined by the state into which an order is shipped. Please note that our website will calculate an estimated sales tax for your purchases at checkout, and they may differ based on what state you’re living in.

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How are orders packaged?

Each piece is displayed in an attractive jewelry box. The jewelry is further wrapped within secure packaging to guarantee the safety of your purchase in transport.

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Can I order gift certificates?

At the present time, our site is unable to issue or accept gift certificates. Please check back with us soon, as we are working to make them available in the near future.

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Do you offer gift messages or gift wrapping?

Yes. If you are sending a gift, we can add that special touch! We will enclose a personalized gift message with your order for no additional charge. For just $4.95, we can also send your gift in one of our luxury gift wrapping options. Just click the checkbox to "Add Gift Wrap" on any product page, or at the item level within the cart.

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Do you accept credit memos?

No, our site is unable to issue or accept credit memos at this time.

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Why was my order cancelled?

We reserve the right to cancel any order due to, but not limited to: failed credit authorizations, site related malfunctions, improperly stated pricing and discounts.

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How do I use my special promotional code?

If you receive a special promotional offer from us via e-mail, simply enter the promotional code in the space provided on step 2 of our check out. The promotional offer/discounts will be reflected at the final step of check out.

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What if my order gets lost or damaged in shipping?

If there are any issues with a shipment, contact our Customer Care Department via email at DirectChargeSupport@palmbeachjewelry.com. We will respond within 24 hours.

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If I am purchasing a gift for someone else, will they know how much I paid?

No. Only the billing address will receive an invoice with the prices on it. An invoice without the prices will be sent with an order being shipped to a different address other than the billing address.

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Can I have my order shipped to a P.O. Box?

Yes. Standard shipping will ship to P.O. Boxes and Armed Services addresses. Express shipping, however, cannot be delivered to a post office box.

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How do I find out about special items, upcoming promotions and other events?

The best way to stay informed about updates to our site is to sign up for our e-mail registry program, which will notify you of any special items or upcoming promotions. If you have not yet signed up to receive our e-mail notifications, we have several places on our website to opt-in. If you request a catalog, place an order, or register with our site, just simply check the box to request our exclusive offers via e-mail.

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How do I contact you if I have a question?

Our Customer Care Department is always happy to answer your questions. You may e-mail us at DirectChargeSupport@PalmBeachJewelry.com. We will respond within 24 hours. You may also write to:

PalmBeach
Customer Service
6400 East Rogers Circle
Boca Raton, FL 33499

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What if I can't find exactly what I'm searching for?

We try to feature a vast selection of exciting and beautiful jewelry designed to suit a wide variety of personal tastes. And, we're continuously adding new styles and designs every week. However, if you cannot find the exact piece you are looking for, please go to our order from catalog section and search for that item. You may also request a catalog or contact our Customer Care Center via email at DirectChargeSupport@palmbeachjewelry.com. We will respond within 24 hours.

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Product Guarantee

PalmBeach Jewelry is proud to offer 30-day hassle free returns. We’re confident that our jewelry will exceed your expectations, but if for some reason it does not, we’ll be happy to take it back.

  • Non-Personalized, Unused Items - return within 30 days for a full merchandise refund or within 30 days for a merchandise credit.
  • Personalized items – return within 30 days for a merchandise credit (unless it’s our mistake).
  • Defective Product - return within 30 days for for an exchange or full refund.
  • After 30 Days - contact customer service before returning your item. It may be eligible for up to a 50% merchandise credit.
  • You must return all products as they were received, in original boxes with all their contents. Fragrances must be returned unopened in their original packaging to be considered for a refund.

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Warranty Information

You may obtain the complete written manufacturer's warranty for warranted products, free. Specify the product name and write to: Warranty Information, 6400 East Rogers Circle, Boca Raton, FL 33499. (A copy of the written warranty is also enclosed with the merchandise.)

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Where do you state your ring sizes?

All of our ring sizes are stated in the detailed description of each ring. When ordering, select your size from the pull-down menu. We try to carry the widest selection of ring sizes to fit most everyone. However, we do not carry half-sizes, and are unable to resize a ring should you not be able to find your exact size. In the event that you cannot find a particular ring in your exact size, we recommend that you order one size larger than you usually wear and take it to your local jeweler to be properly fitted. If you are not sure of your size, please refer to our ring size chart.

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How can I be sure of the quality of the items I order?

We have a professional staff of qualified product development specialists, as well as a certified gemologist, who ensure that the items we sell are of the highest quality and accurately described.

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Gemstone Information

Colored gemstones may have been treated with heating, oiling or irradiation. See our gemstone care chart.
Diamond carat weights may vary by plus or minus 5% of stated carat weight.

Unless expressly noted, the jewelry on this website is not made by Native American craftsmen.

Due to web browser variances, actual stones may vary in shade from those shown.

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Country of Origin

If the item is not made in the U.S.A., it may be imported from one of the following countries: Thailand, Dominican Republic, United Kingdom, Italy, Japan, China, Hong Kong, Canada, South Korea, Israel, Russia, Peru, Poland and Taiwan. Each item will be labeled with its appropriate country of origin. All watch movements are imported from Japan, China or Switzerland.

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How do I return or exchange products?

PalmBeach Jewelry is proud to offer 30-day hassle free returns. We’re confident that our jewelry will exceed your expectations, but if for some reason it does not, we’ll be happy to take it back.

  • Non-Personalized, Unused Items - return within 30 days for a full merchandise refund or within 30 days for a merchandise credit.
  • Personalized items – return within 30 days for a merchandise credit (unless it’s our mistake).
  • Defective Product - return within 30 days for for an exchange or full refund.
  • After 30 Days - contact customer service before returning your item. It may be eligible for up to a 50% merchandise credit.
  • You must return all products as they were received, in original boxes with all their contents. Fragrances must be returned unopened in their original packaging to be considered for a refund.
Simply indicate the reason for your return, include the packing slip with your return, and wrap the package securely. Please note any items returned for exchange on the "exchange form" located on the lower right portion of your invoice. To retrieve your return label, login to your account and click on “check order status”. An option to “print return label” will display next to orders that are eligible for return. If you do not have your packing slip, please indicate the order number on a separate piece of paper and send the package to the following address:

Returns Department
6400 East Rogers Circle
Boca Raton, Florida 33499

Refunds

We will notify you via e-mail of your refund once we have received and processed the returned item. Please note that we can refund shipping costs only if the return is a result of our error.

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How long will it take to receive my exchange order?

Once we receive the returned item(s), you should receive your exchange order within 7-10 business days.

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How do I pay additional charges if I choose an exchange item that is more expensive than my original item?

We can charge the difference to the original credit card that was presented.

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Will I incur additional shipping charges if I request an exchange?

We do not charge additional shipping and handling charges on exchange orders.

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