Shipping & Returns

SHIPPING

We ship most products within 1-4 business days. After that, items typically arrive within:

  • USA: 2-5 days(Extended time frame may occur for holiday and carrier issues) This is out of ShineOn's control

  • Canada: 5-20 days

  • UK, most of EU: 5-15 days

  • Australia, New Zealand: 10-30 days

  • Rest of the World: 5-20 days

  • Shipping times are working days not calendar days

Purchases after 12:00 PM ET Friday will be shipped by the following Monday, unless it is a holiday and then the items will ship on Tuesday. 

Once an item leaves our warehouse and is handed to the carrier, the shipping process is the responsibility of the carrier.

While we do have access to tracking systems which can provide information, once a package is in the carrier network, we are unable to fulfill requests such as redirecting packages, recalling packages, or expediting shipping due to circumstances outside of our control.

All orders are processed within 1 to 4 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

Purchases after 12:00 PM ET Friday will be shipped by the following Monday, unless it is a holiday and then the items will ship on Tuesday. 

We will get your package to the post office within 1-4  business days (excluding holidays), however, due to supply chain delays, we are experiencing longer shipping times than normal. Please know the Postal Service is also experiencing delays. Although we will ship your order within 1-4 business days, we are not responsible for when it arrives. However, we will give you a tracking number so you know when it will arrive. We want to make sure your order gets to you too. We apologize for any inconvenience.

If you have chosen a different carrier, you will receive a tracking number so you will know when your items will arrive. 

SHIPPING CARRIERS

For USA Domestic orders, we use USPS First Class with tracking.

For Canada orders, we use UPS, running on an equivalent to First Class International service.

For Europe, UK, and International, we use Landmark Global, running on an equivalent to First Class International service.

Once the package has landed in the destination country, it is delivered by the domestic mail carrier in that country.

Postal Service Delays

Sometimes it happens that the package is stuck in transit longer than we had expected. If package was sent during COVID-19 outbreak many carriers and postal services around the world are overloaded with increased volume of packages. Online shopping saw significant uptick in number of people doing shopping online as well as increased frequency of purchases.
  • Wrong or incomplete address – This is the most common cause for undeliverable shipments. You should always double–check if your address has all the necessary details for it to be transported. Contact the courier company once you have realized that your order has some incomplete or wrong details written. The courier company will then make the changes.
  • International shipping – If a package is coming from overseas (other countries), it is safe to assume that delivery may take longer than usual.
  • Weather conditions or traffic – It is not so rare that during busy periods, such as holidays, or heavy snow, the parcel would take longer to arrive at its destination.

RETURNS, EXCHANGES & REFUND POLICY

We want you to be completely satisfied with your purchase from Sterling Dove LLC: SterlingDove.com, (DBA on FB/IG/PIN/TicTock) Sterling Dove Boutique. 

As all items are made to order and many of them are personalized, we do not accept returns/refunds or exchanges for items we fulfill.

If there's any problem with the order, contact us at service@sterlingdove.com and provide a photo showing the issue where possible. If there's damage or a defect with the item, the wrong item was recieved, or there was a mistake with engravings, we will be happy to remake the item.

If the gift box was damaged, or a graphical necklace has a defective chain, we will be happy to replace it. 

If you just have decided you do not want the item, we do not accept returns on made to order and personalized items.

Returns Policy

Please email us at service@sterlingdove.com, to begin the process. You will need to let us know why you wish to make the return, and if you want and exchange or refund. 

If eligible for a return, your item must be in the same condition that you received it, unworn and unused, in its original packaging. You’ll also need the order number for proof of purchase.

Once your return is received and inspected, we will notify you within 4 business days of the approval or denial of your refund.

If approved, we will deduct a $3 RESTOCKING FEE per item. The refund will be processed for the cost of ONLY the PRODUCT. No shipping will be refunded.

A credit will be applied to your credit card or original method of payment. It may take 7-10 days, once you are notified, for your bank, your credit card or the processing company to apply the credit to your account.

Exchanges (If Applicable)

If you are eligible for an exchange, you will be responsible for paying return shipping of item.  We only accept an exchange when return shipping is accompanied by USPS tracking or other carrier tracking number. This protects you and Sterling Dove LLC aka SterlingDove.com to ensure your item is accounted for.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

If an item is damaged during shipping please contact us at service@sterlingdove.com. Send us a picture of the damaged item and copy of your receipt. You can request a replacement or refund. If your return is accepted, we will send you a return shipping label. Once the damaged item is received by our returns department we will replace the item or refund on your original payment method.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at service@sterlingdove.com. We will get back to you within 24 hours during the business week. 

Damages and issues

Please inspect your order upon reception and email us immediately at service@sterlingdove.com, if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Issue orders will require a photo and order number for confirmation and evaluation. 

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on unwanted open items, sale items, or gift cards.

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Refunds (If Eligible)

A credit will be applied to your credit card or original method of payment. It may take 7-10 days, once you are notified, for your bank, your credit card or the processing company to apply the credit to your account.

If your refund has not been credited to your account within 10 days of the notification. Please email us at service@sterlingdove.com.