FAQs

Orders

  • 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 12 hours since order was placed. To cancel/edit items to your current order, we will need to cancel and refund the original order. Then we load your shopping cart with all the original items.

    There are 3 places you can cancel/edit your order. You can do so on the Order Confirmation Page, Account Details and on your Order Confirmation Email (Bottom of the Email).

     

     

  • Missing/Wrong Item Received

    ORDERS NOT PROTECTED WITH ROUTE

    Please take the following photos for us to claim a missing/wrong item in your order and email hello@amyojewelry.com

      • If the shipping box was tampered with... take a photo of the outside of the box (where the tape is) to see if the box was opened and then re-closed.
      • A photo of the packaging box it came with, every item should include: Plastic bag with the barcode (visible), AMYO clear bag with the barcode and the box/pouch (see photo below).

    Once confirmed, we will send you a replacement and you will receive a notification with the tracking number.

     

    ORDERS PROTECTED WITH ROUTE ($100+)

    If you were automatically covered by us (Orders $100+) or you purchased Route, you will need to file a claim for your Lost, Stolen and Damaged Order here

    In order to file a claim, you MUST have the following:

    • Your order number and email address
    • A screenshot of your order
    • Photos of the shipping box and all the contents that were received
    • Here is an example of an order with stolen merchandise that was replaced with something else.You can see clearly see that the items on the order do not match what you received in your package.
  • 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 discount code may be applied per order.

Shipping

Delivery

  • Route Protected Orders

    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 have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout. You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

     

    Where is my order?

    Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

     

    How Does Route Work?

    If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

    Need to file a claim? File here

     

    How Does Route Process Refunds or Reorders?

    Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

    Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

     

    When should I file a claim?

    Marked As Delivered (Stolen)

     

    • •Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered

     

    Stuck In Transit (Lost)

    • •For domestic orders with an Estimated Delivery Date, claims will be reviewed no earlier than 2 calendar days from Estimated Deliver Date. The maximum filing time is 60 days from the order date.
    • •For domestic orders with no Estimated Delivery Date, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
    • •For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

     

    Damaged

    • •Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

    All of Route’s policies are listed here

     

    What if My Order Never Arrives or is Stolen?

    Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout.

    If your order has not arrived, please file a claim with Route here

     

    What if My Order Arrives Damaged?

    Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.

    If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.

    You can file a claim with Route here

    If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at hello@amyojewelry.com and we will be happy to work with you to remedy the situation.

     

    How Do I File a Claim for my Lost, Damaged, or Stolen Order?

    If you your order has Route Protect, you will receive a confirmation email from Route with a link to file a shipping issue.

    You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

  • Tracking is not updating

     

    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 Express and return your original order once you receive it.

    The average delivery time:

    State Estimated Delivery Days
     AE  7-9 Days
    AK 4-7 Days
    AL 4-8 Days
    AR 4-6 Days
    AZ 4-6 Days
    CA 4-6 Days
    CO 4-6 Days
    CT 4-6 Days
    DC 4-6 Days
    DE 4-7 Days
    FL 4-6 Days
    GA 4-6 Days
    HI 4-6 Days
    IA 4-6 Days
    ID 4-6 Days
    IL 4-6 Days
    IN 4-6 Days
    KS 4-6 Days
    KY 4-6 Days
    LA 4-8 Days
    MA 4-6 Days
    MD 4-7 Days
    ME 4-6 Days
    MI 4-6 Days
    MN 4-6 Days
    MO 4-6 Days
    MS 4-6 Days
    MT 4-6 Days
    NC 4-6 Days
    ND 4-6 Days
    NE 4-6 Days
    NH 4-6 Days
    NJ 4-6 Days
    NM 4-6 Days
    NV 4-6 Days
    NY 3-6 Days
    OH 4-6 Days
    OK 4-6 Days
    OR 4-6 Days
    PA 4-6 Days
    PR 4-11 Days
    RI 4-6 Days
    SC 4-6 Days
    SD 4-6 Days
    TN 4-6 Days
    TX 4-6 Days
    UT 4-6 Days
    VA 4-7 Days
    VT 4-6 Days
    WA 4-7 Days
    WI 4-8 Days
    WV 4-6 Days
    WY 4-7 Days
  • 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. However, you will get notification when your package has reached the destination post office.

    Track here

  • 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 number OR Route ID number and the email address that was attached to the order. Claims will be reviewed for approval within 1-2 business days from filing.

    • •Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
    • •Please note, orders over $100 USD will require a police report to be filed by the customer before any resolution can occur

     

    For Standard USPS Shipping

    Occasionally packages may show as 'delivered' but could take additional 1-2 business days.

    Check around your property, with household members or neighbors.

    If these are not the case, we strongly recommend contacting USPS ASAP and letting them know the tracking says delivered and that the item has not been delivered.

    Unfortunately, we are not responsible for lost or stolen packages after the package was marked as delivered.

     

    For Fedex Shipping

    Please contact Fedex as soon as possible if you think your package has been lost or stolen. You can file a claim with Fedex customer service:(800)463-3339. Claims are processed within 7 business days and Fedex will follow up via email.

Returns & Exchanges

  • What is your current return policy?

    If you want to return an item, you have 30 days (extended 60 days for purchases made from Nov 15, 2021 - Dec 31, 2021) 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 30 days. Please make sure that all items are in its original packaging. Kindly note that Amy O has the right to deny a return should it show signs of wear.

    Custom-Made/ made to order items, including headpieces, body chains, and most necklaces (noted in the description) are all handmade to order and cannot be returned. Returns will be processed in 3-5 business days.

    See return instructions

  • Can I exchange my item?

    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 we receive it, we will process your exchange. A $4.95 exchange fee will be included. If there is an outstanding balance, it must be paid in order for your exchange to be sent out.

  • I want to exchange for another size/style but I do not have time to wait for the return to be processed.

    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 stock. If your exchange is urgent, it is best to return your order and place a new order. Your promo will be refunded back to you but you must write your original order #.
  • 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 individual pieces must be returned in the original packaging and manner it was received.

  • 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.

  • Does a back pendant count as a made to order item?

    Back pendants are considered handcrafted and must be returned unworn, in its ORIGINAL packaging with receipt, and in the same condition it was received within 7 days of delivery.