F.A.Q.
Ecotone VIP Shopping and Sales
What is the Ecotone VIP Shop
The VIP shop is a section of our store that is exclusive to Ecotone VIP members. The area is accessible via our Shop drop down menu and the password will be provided to all of our VIP members through their email. The VIP shop will have exclusive access to all of our new items, allowing all of our members to have the first chance at purchasing our new creations.
We will also be running exclusive sales to our Ecotone VIP members at various times of the year, and you will be updated via email.
When do shop updates happen?
We are hoping to update the shop on a monthly basis . To access these you will need to be on our mailing list. Dates for these updates will be on our announcement bar on our website, as well as in our Instagram profile. First looks at our work are posted on Instagram and Facebook as well as in our stories on Instagram.
How can I shop the newest creations?
You need to be on our mailing list and ready to shop at the time they go live. Updates will hopefully happen monthly and will be advertised in the announcement bar at the top of our website.
How does the Ecotone VIP shop work?
Items in each update will be in the VIP section for 24hrs and after that time all remaining pieces will be moved to the main site.
ECOTONE REWARDS MEMBERSHIP
What is the Ecotone Rewards Membership?
The rewards membership is different from our VIP list and allows you to track orders, get discounts for referring your friends, and get points towards purchases.
What can I do with the Ecotone Rewards Membership?
The rewards membership is for anything on the website, but it is different from our Ecotone VIP list. Points can be earned by placing orders, leaving reviews, following us on socials, referring friends and much more.
How do I join the Ecotone Rewards Membership?
On the bottom left of any of our pages you will see a turquoise bubble that says "Rewards" , from here you select Join Now, enter all required information and you'll be ready to go!
Is the Ecotone Rewards Membership free?
YES! Our Ecotone Rewards Membership is totally free for our customers.
Is it the same as being an Ecotone VIP?
It is not the same, please see our Ecotone VIP shop section for more details.
SHIPPING
How are items shipped?
All items are shipped USPS First class, USPS Priority mail, or UPS ground. All items are insured for the amount of the purchase price, excluding shipping.
When will my items ship?
Custom Orders items have a production time of 2-3 weeks (unless otherwise discussed at time of purchase). These item will ship as soon as they're completed and you will receive an email to confirm shipping and tracking at that time. Your order will be shipped via USPS First Class Mail, USPS Priority, USPS Priority express, or UPS ground depending on your chosen method and will arrive within 2-5 business days from the date it is shipped. If it is an international order it may take 2-3 weeks to arrive.
All other Items that are available immediately will ship within 3-5 business days from the date of purchase. Items will be shipped via USPS First Class Mail, USPS Priority, USPS Priority express, or UPS ground depending on your chosen method and will arrive within 2-5 business days from the date it is shipped. If it is an international order it may take 2-3 weeks to arrive.
Are shipments insured?
Yes all shipments are insured for the amount of the item, excluding shipping charges. If your package is lost or damaged in transit, we are able to file a claim, so please contact us immediately and take photos. We are not responsible for any packages lost or stolen after a delivery has been made and insurance will not cover these items.
What do I do if my shipment is delayed or seems to be lost?
Once your item is shipped, the control is out of our hands. If you have questions about your shipment after it has left our studio you will need to check tracking and then call USPS/UPS or visit your local office. They will be able to provide much more up to date information than we can. We are not responsible for lost or stolen items, but are happy to help if you have questions or need guidance. Please contact us if you need to file a claim.
NOTE FOR INTERNATIONAL ORDERS / Customs Fees:
In many cases, your country may impose customs/import fees on items shipped from the US. These charges are unavoidable and we have absolutely no control over when or how much they charge. If you are an international customer, please check with your country's guidelines and fees before placing an order as we will not cancel an order based on these charges. We also will not change or embellish our customs forms as that is illegal.
Contact us with any questions or concerns regarding your order. We are happy to work with you on any issue and hope to provide only the best customer service. Please email us at info@ecotonejewelers.com or visit our contact page.