Refund policy

Every Staciny necklace is made to order for you, and her keepsake card is printed just for your order. Because of that, we don't accept returns or exchanges, and we don't offer refunds for a change of mind, including choosing a different finish or box. Please check your choices before you order.

The Staciny Promise: if something isn't right, we remake it

We'll remake your order at no cost if:

  • It arrived damaged or defective (the necklace, chain, card or box). Email us within 30 days of delivery with your order number and photos. We'll resend the damaged part, such as the chain, card or box, or the whole piece if needed.
  • You received the wrong item or the wrong card. Email us within 30 days of delivery with your order number and a short video showing the item and the package it arrived in.
  • It's lost in transit. If tracking hasn't moved for 30 days after it shipped, email us. We'll look into it with the carrier and send a one-time replacement.

A remake replaces the item; it isn't refunded. If we can't remake your piece (for example, if a design is discontinued), we'll contact you to agree on a solution.

Marked as delivered but not received

Please check with neighbors, your mailroom and your local post office first. If it still hasn't turned up, email us within 15 days of the delivery date and we'll help you file a claim with the carrier.

Changes and cancellations

Orders often go into production within 24 hours. If you need to change or cancel, email us right away. We can change or cancel an order only before production starts.

Caring for your necklace

Requests about tarnish are reviewed case by case and may be declined if these care steps weren't followed:

  • Take it off before bathing or swimming. If it gets wet, pat it dry with a soft, lint-free cloth and let it air-dry completely.
  • Keep it away from perfume, lotion and other chemicals, and take it off for activities where it could get knocked.
  • Clean it with a soft jewelry cloth; a soft-bristled toothbrush helps with dirt.
  • Store it dry, on its own, in a moisture-free place.

How to reach us

Email staciny.official@gmail.com with your order number. Please don't send anything back before talking to us.