FAQ
Return/Cancellation Policy
- Earrings are final sale. If your earrings arrive broken, or break within 14 days of purchase, we will replace them (depending on the style of earring) or refund you the price of the earrings. Please note: We do our best to provide quality earrings. However, because polymer clay earrings are made by hand, minor imperfections are inevitable. We do not refund or exchange earrings for minor imperfections. We wouldn’t send something that wasn’t up to our standards. *We are unable to cancel any orders once they are processed.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Do you offer custom orders?
We do not offer custom orders at this time.
What if my package gets lost?
Soft Hello is not responsible for lost packages. Please reach out via email regarding filing a lost package claim with the appropriate postal service.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
How should I care for my earrings?
Polymer clay is flexible and durable, however, should still be handled with care. Please do not bend them. Earrings should be stored in a cool, dry place, and out of the sun. When traveling, it is recommended to use a box or jewelry bag to protect them. Please keep your earrings away from water and/or chemicals such as perfume, as this can break down the gold plating.
What if my package says it was delivered, but I never received it?
Soft Hello is not responsible for lost packages. Unfortunately it is out of our control, and you will need to contact your local postal service for further information regarding your package.
