FAQs
What is Route? Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to hav...
What is your current return policy?
If you want to return an item, you have 30 days from the shipping confirmation date of your order to do so. Please note we need to receive your returned piece back at our studio by the end of these...
An exchange can be made within 30 days upon delivery date. If you would like to exchange, go to the returns/exchange portal and submit your exchange. Return your item(s) with the return label. Once...
I need to change/update my address
If you would need to change/update your address, you will see an "Change / Update Address" button on your Order Confirmation Page and on your Order Confirmation Email.
I need to cancel or edit items in my order
You can cancel/edit your order within an hour after purchase. To cancel/edit items to your current order, we will need to cancel and refund the original order. Log into your order page and click on...
ORDERS NOT PROTECTED WITH ROUTE Please take the following photos for us to claim a missing/wrong item in your order and submit a claim here If the shipping box was tampered with... take a photo o...
We are committed to the quality and craftsmanship of our pieces. If you've experienced any issues with a product we're here to help! All requests including International orders please submit here...
Yes we do! Check out our Shipping page for more information.
If you have not received your package PAST the days stated in our delivery days chart, Email us at hello@amyojewelry.com. If you need this urgently, you must place a new order with FedEx 2-Day E...
Tracking for Standard International Packages
Standard Shipping takes 12-16 business day for international orders. Unfortunately in order to keep international shipping costs low, the postal carrier does not provide up-to-date tracking. Howeve...
I received the wrong item, what do I do?
Amy O. will pay for shipping returns for damaged or incorrect items received. Please view our returns page for detailed information.
Do you have a showroom to see the jewelry in person?
Our Studio is currently not open to the public. Please feel free to contact us with any questions that you may have.
Return to Sender/Package refusal
Your shipping address was insufficient. You must wait for us to receive your package, please email us at hello@amyojewelry.com with your order number and verify your address.
Place a new order and return the original order through the returns portal. See return instructions) Exchanges take 10-14 business days to process and may be longer if the product is no longer in ...
Why did I not receive the full refund?
We charge a $6 restocking fee. For those who upgrade shipping, the shipping has been processed, so the shipping amount was deducted from the overall total.
What if I do not have the exterior original packaging?
If you no longer have the box or padded envelope your package was shipped in, please make sure to ship it in packaging that will prevent the item from incurring damage during transit. All individua...
What if I do not have the original receipt?
Please print out your order confirmation email and include it with your return. This helps us identify and process your return efficiently.
I forgot to apply my discount code to my order
Email hello@amyojewelry.com with the Order number in the subject. Include the discount you forgot to apply in your email and we will apply the discount to your order. **Please note only one discoun...
My tracking says delivered, but cannot find my package
For Route Insured Orders If you purchased Route or were automatically covered by us, you will need to file a claim for your Lost, Stolen and Damaged Order here. You will need your store order numbe...