SHIPPING AND RETURN

Shipping Policy

Thank you for choosing SOOTHAES.

We use natural healing gemstones for all our products, with subtle optimization for certain gemstones to meet daily wear needs. All accessories are made of S925 silver with a protective coating.

Orders over $300 are eligible for free express shipping. SOOTHAES has warehouses in both North America and China. Products will be shipped randomly from both warehouses with same shipping costs. All orders are shipped Monday through Friday (PDT UTC-8/CST UTC+8). Order processing may take 1-3 days. Orders placed after 12 PM on Friday will be processed the following Monday. SOOTHAES is not liable for shipping delays. Unfortunately, once an order is shipped, no changes can be made.

PLEASE NOTE:

- Certain items may have specific shipping dates, which is listed in the product description.

- Please note that all product prices on our website do not include customs duties or taxes for the destination country. If your order is subject to customs inspection and applicable duties are levied by the destination country, SOOTHAES is not responsible for these charges. The customer is responsible for any customs duties or taxes incurred. Thank you for your understanding.

Return Policy

Metal surfaces are susceptible to scratches or wear, so please handle with care while unpacking to avoid surface marks. If customers notice any significant damage during unpacking, please contact customer service within three days of receipt.

Please contact customer service via email before any return: contact@soothaes.com.

Items can be returned within 30 days of receipt. Items must have an undamaged return tag on, remain in their original packaging, be unused, and in unmodified, original condition. Any damage or scratches will incur additional charges. Refunds will be processed upon confirmation of the item’s return. We advise using a traceable shipping service or purchase shipping insurance.

PLEASE NOTE:

- Natural stones have unique characteristics. Differences in stone color, texture, bead size, and volcanic stone mineral inclusions are not considered damage. 

- Minor traces on silver accessories and pendant are also not considered damage.

- Sample sale items or items marked with "FINAL SALE" in the product description are not eligible for returns.

- SOOTHAES does not accept exchanges. Customers can return items for a refund and then place a new order for the desired item.

Warranty

All items are covered by a free one-time lifetime warranty for the original consumer/purchaser against breakage or malfunction affecting normal use due to defects in material or workmanship. The warranty does not apply if the product has been misused or altered. Sample sale items or items marked as "FINAL SALE" in the product description are not covered by the warranty and cannot be repaired or replaced. Loss of accessories, pendant and decorations, surface scratches from regular wear, and oxidation or plating peeling due to improper storage or maintenance are not covered by the free warranty.

PLEASE NOTE:

- Customers are responsible for any shipping charges related to warranty repairs/replacements.

- We reserve the right to void the warranty on any item showing signs of modification, abuse, or excessive wear, as determined by our jewelry professionals.

- We are not responsible for lost or stolen items.

- All beads, including accessories and pendant, must be intact to be eligible for bracelet restringing. Please initiate the repair process by sending the order number and photos of the damaged item to contact@soothaes.com.