Client Services
PAYMENT METHODS
We accept payments via Visa, MasterCard, American Express, Discover, Apple Pay, Google Pay, Amazon Pay, Meta Pay, and Shop Pay. We also offer Affirm as interest-free installments.
MADE TO ORDER ITEMS
Made to order products mean that you are guaranteed the size or item you want, without taking the risk that it will sell out. Please allow 4 to 8 weeks for shipment. Due to the handmade nature of our products, we ask that all customers be aware of this production window. Once your order has shipped, you will receive a confirmation email with your tracking number.
READY TO SHIP ITEMS
Ready to ship items will be processed and shipped in 2 to 3 business days during office hours Monday to Friday 9am to 5pm EST. However, holiday delivery is not guaranteed. Once your order has shipped, you will receive a confirmation email with your tracking number.
RETURNS AND EXCHANGES
All fine jewelry is final sale and non-refundable. Once your order is in production, we cannot modify or cancel it. Please understand that this applies to all orders and that we won't be able to make any exceptions. Made-to-order items cannot be returned unless the item arrives damaged or faulty when delivered to you. If your order arrived in a flawed condition, please contact orders@izelnewyork.com. All returns are subject to a quality assurance inspection process before they are accepted. Any item showing signs of wear, damage, or alteration will not be accepted.
SHIPPING AND DELIVERY
A direct or electronic signature is required for all domestic and international deliveries. Please make sure you, or someone you designate, is available to sign for delivery. If the recipient is unable to sign upon arrival, there will be a second attempt the next business day. If the package is undelivered on the third try, the courier will return the package to Izel and you will be held responsible for paying the shipping fee. If an item is lost in transit, the customer will receive a credit for the original value of the item. If there are any issues past delivery time, please contact orders@izelnewyork.com.
DOMESTIC SHIPPING AND RESTRICTIONS
Izel provides free standard shipping for all U.S. orders. All shipping charges are calculated by UPS, USPS, FedEx, or DHL. All carrier delivery schedules are estimates and not guaranteed. Please note that Izel does not deliver orders to P.O. Boxes, hotels, and college campuses. Orders to any of these destinations will not be processed. Due to restrictions, Izel does not ship to the following countries: Hawaii, Alaska, and Puerto Rico.
| Courier | Cost | Delivery Time *(Monday to Friday, excluding Saturday and Holidays) |
| UPS Ground | $0.00 Domestic | 5-7 business days from shipment date |
| USPS | $0.00 Domestic | 5-7 business days from the shipment date *(Express orders placed Monday through Friday, before 12pm EST are eligible to be shipped out the same business day.) |
| FEDEX | $0.00 Domestic | 5-7 business days from shipment date |
INTERNATIONAL SHIPPING AND RESTRICTIONS
Izel offers shipping on international orders via UPS or DHL. All carrier delivery schedules are estimates and not guaranteed. All international orders are subject to VAT, sales tax, custom duties, and import fees based upon the destination country and the item(s) ordered. Please note that international orders may be subject to delays due to customs clearance procedures in the destination country.
Please note that Izel does not deliver orders to P.O. Boxes, hotels, and college campuses. Due to restrictions, Izel does not ship to the following countries: Belarus, Burma, Congo, Côte d'Ivoire, Crimea, Cuba, Iran, Iraq, Lebanon, Liberia, Libya, North Korea, Somalia, Sudan, South Sudan, Syrian Arab Republic, Yemen, and Zimbabwe.
| Courier | Cost | Delivery Time *(Monday to Friday, excluding Saturday and Holidays) |
| UPS Ground | International | 5-7 business days from shipment date |
| USPS | International | 5-7 business days from the shipment date *(Express orders placed Monday through Friday, before 12pm EST are eligible to be shipped out the same business day.) |
| DHL Express | International | 5-7 business days from shipment date |
FAILED DELIVERY
To ensure that your package is delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical to ensuring delivery. Izel is not responsible for lost, misplaced, or incorrectly delivered goods if the address information provided at the time of purchase is incorrect. If your package does not successfully deliver and is sent back to Izel, you will be held responsible for paying the shipping fee. Your package will be “Returned to Sender” if:
+ The shipping address does not exist+ The shipping address is misspelled
+ The shipping address is missing information (i.e., apartment/building/suite)
+ The carrier is unable to safely deliver the package
+ The addressee has moved
+ The addressee has refused the package
+ The addressee couldn't be contacted over the phone
REPAIR SERVICES
If the damage is due to manufacturing defects (i.e. missing stones and damaged links) within the first year of purchase, Izel will be responsible for shipping and repair costs. To submit your repair inquiry, please contact orders@izelnewyork.com.
However, if the damage is due to customer handling (i.e. normal wear and tear, alterations, improper care, scratches and dents), Izel will not be responsible for any repair costs. Price estimates for repair services are available upon request.