Frequently Asked Questions
When will my order ship?
Your order will ship the next business day after you place your order, Monday through Friday excluding holidays. We will send tracking information to you when your order is packed. Our regular First Class Mail shipping takes 3-5 business days to arrive after your order ships. You can view our Shipping Rates and Times on our Shipping Page.
What is your return or exchange policy?
You have 60 days from the date of purchase to return or exchange your jewelry, as long as it is in new and un-used condition. Custom ordered items are non-returnable. You’ll find return instructions here: www.tribalhollywood.com/returns-are-easy
My promotional code is not working when I place my order.
Fear not! You have two options: 1) If it’s during business hours, you can place your order by phone, and we’ll help you with your code: 323-856-8700 9a-5p Pacific Mon-Fri. 2) If it’s outside business hours (or you prefer not to call), go ahead and place your order without the code so the item doesn’t sell out. Then send an email to firstname.lastname@example.org with the promo code you would like to use, your name, and the order number, and we will take care of the discount within one business day. You must email us with the promotion code prior to your order shipping for it to count.
The item I want says it's available in several weeks and is available for "Pre-Order". What does that mean and how does Pre-Ordering work?
Pre-order items are pieces that you order now online but won’t ship for several weeks. The estimated delivery time is listed right on the product page. To order a pre-order item, click the large red “pre-order” button to add the item to your cart, and check out as you normally would. We will confirm your order by email or text, and we will notify you again when your order is about to ship. If you have any questions about pre-order items, please give us a call at 323-856-8700 7a-3:30p Pacific Mon-Fri.
Can I request modifications to size or length? or What if I need a size that is not listed on your site?
You can usually order custom and out-of-stock sizes from these designers: Ecks, Keith Jack, King Baby, Konstantino, Scott Kay, and William Henry. Custom sizes need to be ordered by phone, so please give us a call at 323-856-8700 7a-3:30p Pacific Mon-Fri. Keep in mind that custom items will be non-returnable.
The item I want is out of stock. When will it be available again?
Re-stock availability varies tremendously by designer. You should set up a notification for the out of stock item, and we’ll then send you an email when it’s back in stock. Just go to the page the product is on and select “Get notified when we restock” (it’s in somewhat small type, so look carefully) to set this up. Note that in some cases only one piece will be restocked while multiple people are notified of its availability, so be sure to act quickly, as someone else might place an order first.
My tracking information says the package was delivered to me but I have not received it.
We ship packages via United States Postal Service unless you select FedEx at checkout. Be sure to double check your mailbox and with anyone else at your address that has access to the mailbox, and even with a neighbor who may have accepted your package for you. If you are still unable to locate the package, send an email to email@example.com that contains your name, order number, and shipping address so we can confirm that we have the correct address on file. We will then reach out to you with next steps.
How will I know once my return or exchange has been processed?
Once we receive your return, usually 3-5 business days after you mail it to us, we will require a few more business days to process it. We will email or text you to confirm your return has been processed. Please wait 10 business days after you mail your return to contact us if you haven’t received confirmation from us.
I have a promotional code and I forgot to apply it to my order.
Send an email to firstname.lastname@example.org with the promo code you would like to use, your name, and the order number, and we will take care of the discount within one business day. You must email us with the promotion code prior to your order shipping for it to count.
Updating shipping or billing information.
If you complete checkout with an incorrect shipping or billing address, you will want to let us know right away. Send an email to email@example.com with your name, order number, and the correct address.
How do I unsubscribe from your email marketing list?
There are two easy ways to unsubscribe from our email list. 1) Every marketing email we send has an unsubcribe link at the bottom of the email. 2) You may email firstname.lastname@example.org to request removal. Be sure to indicate the specific email address you want removed.
How much does Gift Wrapping cost?
The fee for our gift wrapping service is $7.50 per order.
How do I send gifts to more than one person?
If you need to send gifts to more than one person, please place a separate order for each person to whom you'd like to send a gift.
How do I care for my jewelry?
Please first find the detail page of your item on our website. If there are care instructions on that page, then follow those instructions.
Please do not expose your leather items to water. This will cause the leather to become saturated. Once it dries, it will cause the leather crack and become aged faster than with normal wear. You may use a leather conditioner, but it is not recommended.
For Sterling Silver:
Please use the complementary polishing cloth that is included with your item. Polish your jewelry using the treated white inner cloth to gently remove tarnish and dirt from your piece. Buff to a high luster using the outer cloth. This will restore the original brilliance to your jewelry. Avoid using this cloth on stone detailing.
For jewelry that is not sterling silver or leather:
Chemicals used in traditional jewelry cleaning methods must not be used when cleaning your jewelry. We recommend gently rinsing your items in warm water and drying with a soft cloth. In general, sensible care will ensure a long life for your pieces. Direct exposure to colognes, aftershaves, pool products and excess sweat can affect the coating and plating of your items.