JEWELRY CUSTOMER CARE

PURCHASING IN STOCK JEWELRY ITEMS

To purchase our jewelry, use our secure website or call us during business hours. We’re happy to take your order by phone.

When you buy a Stella Flame jewelry item as shown on our website, we will contact you regarding anticipated shipping and delivery within 48 hours. In stock items generally ship within five business days, but may take slightly longer, for example, to accommodate a minor ring re-size.

SPECIAL ORDER AND CUSTOM ORDER JEWELRY ITEMS

If your selection is sold out and we need to create your piece for you as a special order, it will generally be available for shipping in 6-8 weeks.

Additionally, many pieces in the Stella Flame Collection may be customized. This can include ring or bracelet sizing outside our standard offerings; unique chain lengths; personalization; gemstone selection, etc. While we are happy to create something unique just for you, these requests are considered a custom order. Custom orders may take 12 weeks or more to create depending on complexity, our production schedule and the availability of desired materials.

We know that when you receive your beautiful new jewelry, you will feel that it was worth waiting for!

If you need your item in a shorter time frame, please contact us and we will try our best to accommodate you. Rush orders may incur an additional charge, as they require us to shift our regular production.

All special and custom orders are non-refundable and require payment in full. Custom order sales are final. Special orders may be considered for exchange/credit, depending on the nature of the order. Please inquire before making your purchase.

For custom and special orders, we suggest contacting us by phone or booking a video consultation with Stella.

SHIPPING INFORMATION

US Shipping--Continental US

Jewelry purchases over $1000 (before tax) FREE
Jewelry purchases under $999 (before tax) $28.95

All online orders are shipped USPS Express Mail, UPS or Fedex Next Day insured by our third party insurer with adult signature required upon delivery. Online Orders cannot be shipped to P.O. boxes. Please contact us to request Saturday delivery. Additional charges may apply. If you would like to have your purchase delivered without a signature, please check the appropriate box in your cart during check out, and we will ship accordingly. If the signature upon delivery is waived, the insurance only covers the package until it is delivered as per the shipper’s notification. Stella Flame Gallery and its representatives cannot be held responsible for lost or damaged items.

International Shipping/Alaska and Hawaii

We are happy to ship outside the continental US and worldwide. These shipping orders will be shipped to the billing address associated with the credit card being used. We will contact you with the amount due for shipping. If you are receiving your order outside of the United States, you will be responsible for all taxes/duties incurred through the customs department of the country to which the package is being shipped.

Please call us with any questions, as we want to make this a seamless and positive experience for you.

RETURNS AND EXCHANGES

We want you to be happy with your jewelry purchase and we believe you will be thrilled when you receive your item. However, we understand that sometimes your selection may not be right for you.

In-stock Orders

In-stock items from the Stella Flame Collection or from one of our guest jewelers can be returned for a full refund minus any original shipping charges.

Special and Custom Order Items

Special and custom orders are non-refundable and require payment in full at the time ordered. Custom orders are final. Special orders may be considered for exchange/credit, depending on the nature of the order. Please inquire before making your purchase. Items that will not be considered for exchange or credit include:

Engraved or personalized items

Items that have been altered

Customized designs

Special/unique sizes or lengths

Re-sized items

Special pricing items

Returns Process For Jewelry Items (Stella Flame Collection and Guest Jewelers)

Please contact us at customercare@stellaflamegallery.com for your unique Return Authorization Code (RAC) within three [3] days of receipt. We will send you a pre-paid label to send the item back to us. Using our label ensures that the item is fully insured against loss or damage during transit. The cost of shipping varies with the item value and will be deducted from your refund. Alternatively, you may use a carrier of your choice. The package must be fully insured for the value of the item and you are responsible if the item is lost or damaged in shipping.

The item must arrive unworn, in original condition, accompanied by the original packaging and receipt within 10 days of your initial receipt of the order. Please include your Return Authorization Code and full contact information inside the package with your return. Refunds will be applied to the credit card on which the purchase was made if all stated requirements are met. Please note that customs duties and customs fees are not refundable.

Returns will be processed upon receipt and an email confirmation will be sent. Please note that it may take up to 10 days for the refund to post to your account, depending on the cycle of your credit card.

Please send returns to:

Stella Flame Gallery/Returns (RAC code #)

2385 Montauk Highway, P.O. Box1931, Bridgehampton, NY 11932

Repeated Returns

At the discretion of Stella Flame Gallery, we may refuse a return, deny an order or close an account due to what we deem to be an excessive amount of returns.

CUSTOMER SUPPORT

Sizing and Repairs

As discussed in our Purchasing sections, we want you to have the ideal fit in whatever jewelry you purchase from us. For the Stella Flame Jewelry Collection, this may mean something as simple as a minor resizing in a ring (for example, resizing a 6 to 6 ¼) all the way to the creation of a custom piece. Please contact us as you consider your selection and we can determine what is needed and the anticipated costs.

While we create jewelry to be enjoyed and worn regularly, sometimes an unfortunate circumstance can result in a piece becoming damaged or broken. We require that you get in touch with us by email prior to sending the jewelry to us for evaluation. Please contact us for a Repair Authorization Code (RPA) via email before shipping the item. Please ship the item in a prepaid, fully insured package, providing the RPA code and all of your contact information. We are unable to accept unauthorized repairs and are not responsible for items lost in the course of your shipping. After we examine your jewelry we will contact you with options for repair and the cost. We are not responsible for damage caused by normal everyday wear or improper handling.

Damaged jewelry items from our Guest Jeweler collections will be evaluated by the appropriate artist, who will also assess repairs and costs. Please contact the Gallery for a Repair Authorization before shipping.

Packaging and Gift Wrap

Your jewelry will arrive in our signature Stella Flame packaging. If you are purchasing an item created by one of our guest jewelers, it may include their signature packaging as well. You may request a gift card in lieu of a receipt for gift purchases and we are happy to include a personalized hand written note on our signature card stock at your direction.

Certificate of Authenticity

Each piece of jewelry from the Stella Flame Collection will come with our Certificate of Authenticity, ensuring that your selection has been created to the highest industry standards. The Certificate is signed by Stella and details all the materials in your jewelry, its retail value and the unique serial number assigned to your piece.

Sales Tax

Any purchase made through this site or by phone will include the appropriate sales taxes for the state and/or city associated with the shipping address.

Contact Us

We welcome your inquiries and look forward to connecting with you!

Daily 11-7 EST
Email us at:

info@StellaFlameGallery.com

Our Mailing Address

Stella Flame Gallery
2385 Montauk Highway, PO Box 1931
Bridgehampton, NY 11932

FAQs

I saw a piece of jewelry on your Instagram feed that isn’t on the site. How can I find out about it?

What if I need to change or cancel my order?

Please contact us by phone or email immediately if you need to change or cancel your order. Once we have begun production of your order, we are not able to make any changes or cancellations. Items that have already shipped are governed by our Refunds and Exchanges policy.

Can I set up a wish list or “registry” to guide someone buying me a gift?

Yes, just click on the Wish List button to save and share all your favorite items.

Do you provide appraisals?

We do not offer appraisals. However, every piece of Stella Flame jewelry comes with our signed Certificate of Authenticity

Can I customize my preferred design?

We handcraft all of our jewelry and are happy to work with you to include your favorite gemstones and precious metal finishes in your Stella Flame selection.

We can also offer alternate or custom lengths on many of our necklaces and bracelets. Please contact us at 347.480.8246 to discuss or schedule a consultation here.

What if the package is damaged upon delivery?

If you accept a damaged package, take a picture of the box and any damage to the item and send to us immediately at 347.480.8246 or at Stella@stellaflame gallery.com. Include the header/message: Damaged Package.

Can I purchase gift cards and how long are they good for?

Gift cards are available for purchase via our site here. They are good for one year.

I have a special stone that I’d like to use in a unique piece of jewelry. Can I work with you on a custom piece?

What if I’m a fine jewelry or studio artist interested in having you represent me in your gallery?

We are delighted to take a look at your work and appreciate the opportunity. Contact us via email at Stella@stellaflamegallery.com