Baublebari Customer Service Policy

Our Service Commitment

• Expertise: Our team undergoes rigorous training on our jewelry materials (from sterling silver to conflict-free gemstones), personalization processes, and homeware care—ensuring we provide accurate, reliable answers to your questions.
• Promptness: We aim to acknowledge all inquiries within 24 business hours (Monday–Friday, 9:00 AM–6:00 PM ET). For urgent matters—such as a last-minute personalized gift for an anniversary or a damaged luxury item—we prioritize resolution and follow up within 12 hours.
• Empathy: We understand your Baublebari pieces hold meaning—whether they’re a self-treat or a heartfelt gift. We listen closely to your needs, communicate transparently, and work to find solutions that align with your expectations.

How to Reach Us

Email Support (Primary Channel)

• Your full name and registered email address (if you have a Baublebari account).
• Your 8-digit order number (found in your confirmation email or account dashboard).
• A clear description of your inquiry (e.g., “Request to adjust engraving text on order #12345678” or “Question about cleaning my gold vermeil necklace”).
• Photos (if applicable): For personalized design previews, damaged items, or size concerns, attach high-resolution images to help us resolve your issue faster.

Account Messaging

Self-Service Resources

• FAQs Page: Updated weekly to cover topics like jewelry care (e.g., “How to maintain 14k gold plating”), personalization guidelines (e.g., “Maximum characters for bracelet engraving”), shipping timelines, and return eligibility.
• Product Care Guides: Access downloadable PDFs for specific items, such as “Crystal Homeware Cleaning Tips” or “Sterling Silver Jewelry Maintenance.”
• Order Tracking: Log into your account to view real-time updates on your shipment, including delivery estimates and carrier information.

Order Support

Order Confirmation & Tracking

1. Check your spam/junk folder—emails from luxury retailers are often filtered.
2. Log into your Baublebari account to verify your order status (under “My Orders”).
3. Email service@baublebari.com with your order number and registered email address, and we’ll resend the details immediately.

Order Changes & Cancellations

• Standard (Non-Personalized) Items: You can cancel or modify your order (e.g., change size, swap a necklace for earrings) within 4 hours of placing it, provided it hasn’t entered the packing stage. Email us with your order number and requested changes—we’ll confirm if the adjustment is feasible within 1 hour.
• Personalized Items: Cancellations or changes (e.g., adjusting engraving text, modifying a custom photo locket) are only possible within 2 hours of order placement. After this window, the personalization process (e.g., hand-stamping, photo engraving) will have begun, and changes may not be possible. If cancellation is no longer an option, we’ll work with you to find a solution (e.g., adjusting the design if the piece is still in production).

Delayed or Missing Orders

1. Check the carrier’s tracking page for updates—delays may occur due to weather, customs holds (for international orders), or delivery exceptions (e.g., missed delivery attempt).
2. For “Delivered” orders, check with household members, neighbors, or building management—carriers often leave packages in secure locations (e.g., porch, lobby, parcel locker).
3. If the issue persists, email service@baublebari.com with your order number and tracking number. We’ll file a claim with the carrier and provide you with regular updates. If the order is confirmed lost, we’ll offer a full refund or free replacement—your choice.

Returns & Exchanges Support

Eligibility Guidance

• Standard Items: Eligible for return if unused, in original packaging (with tags and dust bags), and undamaged. This includes non-personalized jewelry and homeware.
• Personalized Items: Eligible for return only if the personalization is incorrect (e.g., wrong name engraved) or the item is defective. Custom pieces with correct personalization cannot be returned due to their unique nature—our team will review your design preview with you before production to avoid errors.
• Final Sale Items: Clearly marked “Final Sale” on the product page—these are not eligible for return or exchange, and our team will confirm this during your inquiry.

Return/Exchange Process

1. Email service@baublebari.com with your order number, reason for return/exchange, and photos (if applicable: e.g., defective clasp, incorrect engraving).
2. Our team will review your request within 24 hours and send a Return Authorization (RA) number, along with a pre-paid shipping label (for eligible returns) and detailed instructions.
3. Package your item securely: Use the original box (if possible) and include all accessories (e.g., dust bags, care cards, gift boxes). Write your RA number clearly on the outside of the package—packages without an RA number will be rejected.
4. Ship the package via the provided label. We recommend keeping the shipping receipt for your records.
5. Once we receive and inspect the item (3–5 business days after delivery to our warehouse), we’ll process your refund (to your original payment method) or ship your exchange item—you’ll get a confirmation email when this is complete.

Product-Specific Support

Jewelry & Accessories

• Material Care: Advice on cleaning and storing different materials (e.g., “Avoid harsh chemicals with gold vermeil” or “Store sterling silver in anti-tarnish bags”).
• Size Guidance: Help with ring sizing (including a downloadable size guide), necklace length recommendations, and bracelet fit adjustments.
• Personalization Previews: For custom items, we’ll share a digital preview of your design (e.g., engraving font, gemstone placement) and adjust it until it meets your vision.

Luxury Homeware

• Care Instructions: Detailed guidance for items like crystal trays (hand-wash only), gold-rimmed dinnerware (microwave safety), and silk pillowcases (washing temperature).
• Damage Prevention: Tips for transporting fragile homeware (e.g., using bubble wrap for ceramic vases) and maintaining their condition.

Feedback & Improvement

• Feedback Emails: Send your comments to service@baublebari.com with the subject line “Feedback.” Every message is reviewed by our customer service manager and shared with relevant teams (e.g., design, shipping).
• Post-Purchase Survey: You’ll receive a short survey via email 7 days after your order arrives. This anonymous survey asks about your shopping experience, interaction with our team, and satisfaction with your item.
• Baublebari Community: Share your unboxing stories or service experiences on social media (tag @Baublebari) — we often feature customer feedback in our team meetings to drive improvement.

Policy Updates

• We’ll revise the “Last Updated” date at the bottom of this page.
• The updated policy will be posted on our website at https://www.baublebari.com/customer-service-policy.
• For significant changes (e.g., new support channels, adjusted response times), we’ll notify customers via email (if you’ve opted in to communications) or a pop-up notice on our website.

Final Note