FAQs
GENERAL
Why do you only make 100 pieces per style?
We believe fine jewelry is like a piece of fine art. We don't want to create a mass produced item. When you invest in a piece of art you want to know that not everyone will have it. We believe it makes a piece of fine jewelry that much more special.
Why are your pieces so expensive?
We believe in making our product in America with recycled gold, that means higher wages and a premium price for a more sustainable material and process.
The item I want is sold out? Will it be available again?
We make 100 pieces of every style. If we don't have a piece in stock it will say available soon. You can join our email list to shop the next product release.
If the item is truly sold out, meaning we sold all 100 pieces, the piece will be marked as sold out and archived.
Do you offer a lifetime guarantee?
14k gold is meant to last a lifetime. If there is a manufacturer's defect we are happy to replace the item. We will take multiple factors into account when deciding how to remedy a damaged piece and if we will replace it.
To start a conversation, contact hello@houseofsaylor.com
Will you price match?
Our retailers are asked to follow pricing guidelines. We will not adjust our prices.
We have one public sale every year called The Anniversary Sale. We also offer exclusive discounts to customers on our email list. Sign up and save 10% on your first order :)
PRODUCT RELEASES
How do Product Releases work?
Items are available for pre-order until a specified date.
All items in a product release are made to order. Your order will ship 5-8 weeks after the product release period ends. Payment is due at time of checkout.
Only 100 pieces in each style will be available to order. All pieces are made to order.
If any pieces are still available after the product release, you will be able to shop them when in stock online or at retail partners.
Why should I have an item made to order?
Only 100 pieces will be made of each item. Once they are gone, they are gone.
They will first be available to members on our email list through made to order product releases.
How does made to order work?
Full payment is due at checkout to secure your size and style of a made to order item. When the item arrives at our studio, we will ship it within two business days. The estimated ship date is 5-8 weeks after the product release end date. We’ll send you a shipping confirmation email when your order ships.
Can I cancel made to order pieces?
No, but it will follow the same 14 day return policy.
I have more questions.
Please contact us at hello@houseofsaylor.com
ORDERS
Do you ship internationally?
Yes, to select countries. All international customers will pay for shipping, a handling fee, and are responsible for any import duties that may be incurred. All international orders are final sale.
Do you insure packages?
Yes, we insure every order at no cost to you. If your order is lost, stolen, delivered and not received, received with the wrong item, or damaged you can file a claim to replace (or refund) your items.
Claims must be filed within 5 days of being marked as delivered. If the order has been lost in transit, your claim must be filed within 30 days of the last check-in on your order tracking.
Any more questions? Reach out.
What is your processing time?
If items are in stock, please allow up to two business days to ship.
Made to order pieces will be ready to ship in 5-8 weeks. Made to order pieces from a product release will ship 5-8 weeks after the last release day.
What is your return policy?
We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with authenticity card, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at returns@houseofsaylor.com
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Made to Order
Made to order/ Pre-order pieces cannot be canceled. These pieces will follow the same 14 day return policy.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards. International orders are final sale and cannot be returned or exchanged for any reason.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at returns@houseofsaylor.com.
How do Product Releases work?
Product Releases are announced in advance and open for a set amount of time. All Product Release pieces are made to order. Full payment is due at checkout to secure your size and style of a made to order item. When the item arrives at our studio, we will ship it within two business days. Please allow 5-8 weeks after the product release end date for your made to order piece to ship from our studio. We’ll send you a shipping confirmation email when your order ships.
What if I change my mind? Can I cancel my made to order piece?
No. Pieces that are made to order cannot be canceled after being placed, but they do follow the same 14 day return policy as ready to ship items.
IMPACT
What is 'Luxury Meets Sustainability'?
The fashion industry, and mining in particular, is known for its significant impact on the environment.
We chose to make all of our pieces from recycled gold to reduce our impact on the environment. We hope you will keep our pieces for a lifetime or pass them down to someone you love.
We have expanded our efforts in conservation by donating to nonprofit organization, Surfrider. And we hope to create a resale program in the future to continue our efforts of circularity.
Where is your jewelry produced?
In the heart of Manhattan, NY, USA.
Does recycled gold meet the same standards as mined gold?
Yes! Melted down, gold can be reused time and again without losing its purity or value.