Find answers to our most frequently asked questions below. If you can't find what you're looking for please contact us and we'll get in touch with 24 hours.
We usually try and ship orders within 3 days of purchase.
*Please note during our busy season, orders will take additional time to process.
We try our hardest to get your order out to you as quickly as possible though shipping times may vary. Weekends and holidays should not be included when calculating delivery times for shipping services.
For orders above $150, we offer free First Class United States Postal service, which typically takes one to four business days, but in some cases can take up to 10 business days.
We recommend that our customers add Route package protection to their order to ensure your items are protected from any loss, damage, or theft.
If Route package protection is not selected with your order, Neely Phelan is not liable for any lost, stolen or damaged items.
For any additional questions please contact firstname.lastname@example.org
For items that have been damaged in transit please email email@example.com and include pictures of the damage, and pictures of the shipping box help as well. Once we receive your email, we'll determine next steps. Emails for damages MUST be received within 5 days of delivery date. Anything received after the 5 day window will not be eligible for exchange or refund.
Return + Exchanges
We accept returns in new condition with original packaging, which means tags and jewelry cards attached as well as jewelry bag(s) and gift box. You have7 days from the date of receiving your jewelry to obtain a return authorization (RA). Without this RA number, returns cannot be accepted.
Sale items are not returnable. They are final sale.
We are unable to accommodate direct exchanges. Please return your merchandise and place a new order.
To return any jewelry item(s);
- Click here to return your order.
- Enter your order details and follow the prompts to select jewelry you wish to return.
- Once your return request is submitted, obtain an RA number.
- For our USA customers, a return shipping label will be emailed to you within 24 hours of applying for your RA (excluding weekends and public holidays).
Your refund will be credited to your original method of payment less a $7.00 USD return shipping fee. You have 3 days to return your items after you receive your shipping label. If you item is shipped after the 3 day window, you will receive store credit.
If you have not received your return shipping label, and it is now 24 hours since you originally applied for your RA (excluding weekends), please email us at firstname.lastname@example.org. We do also suggest taking a peek at your filtered emails in case your email service has moved your return shipping label there.
We try to process your return as fast as possible! Once it's been delivered to our warehouse it can take up to 14 days to process. Upon approval, your refund can take around 2-7 business days to reflect, depending on your banking partner.
Items purchased at a discount are eligible for returns or exchanges, except for items noted as "Final Sale". Final Sale items will be noted on their product page. No price adjustments on past purchases.