There are two ways to follow an order: the emails we send, and your account area. Both use the email address entered at checkout, so it is worth checking that address first if something seems missing.
The emails we send
| What it contains | |
|---|---|
| Order confirmation | Sent once the order is placed. It lists the order number, the items with the options chosen (size, metal, birthstone, engraving), and the shipping address on the order. |
| Shipping confirmation | Sent when the order ships. It includes the tracking information for the package. |
Tracking updates come from the carrier handling the package. Once the shipping email arrives, the carrier's own tracking page is the most current view of where the order is.
Your account
Sign in at /account to see your orders, the items on each one, the order number, and the address the order was sent to. If you have not set up an account, you can register at /account with the email address you used at checkout. If you ordered without signing in, the confirmation email is your record of the order.
If no email arrived
- Search your inbox for the order number or for the store name, rather than scrolling for it.
- Check the spam, junk, and promotions folders. Order emails are often filed there.
- Check the address for a typo. One wrong character at checkout is enough to stop the email reaching you.
- Sign in at /account and look for the order there.
- Still nothing: contact us with the name and email address used at checkout, and the order number if you have it.
Shipping and returns
Anything about how orders are shipped is set out in the shipping policy, and anything about returns is set out in the refund policy. Those pages hold the actual terms.
For other questions, see the FAQ or the customer service page.