Kendrasnott Customer Service Policy

At Kendrasnott, we know your limited-edition jewelry—whether it’s a dainty pendant necklace, cozy huggie earrings, or a sleek band ring—holds more than just beauty: it’s a piece of your story. That’s why our customer service is built to match the care we put into crafting each design. This policy outlines our commitment to supporting you at every step—from browsing Kendrasnott.com to wearing your new jewelry—ensuring your experience is as special and seamless as the pieces you love.

1. Our Service Promise

Every interaction with our team is guided by three core values, mirroring the thoughtfulness of our jewelry:

  • Clarity: We’ll share straightforward, no-jargon information about orders, sizing, returns, and product details—so you always know what to expect, whether you’re asking about a pendant’s chain length or a ring’s metal type.
  • Care: Jewelry is delicate, and so is your trust. We’ll treat your questions, concerns, and feedback with the same attention we give to crafting our limited-edition pieces—no rushed responses, just genuine support.
  • Timeliness: We aim to respond to all inquiries within 24-48 business hours (excluding weekends and holidays). For urgent matters—like a missing order or a damaged piece—we’ll prioritize a fast resolution to get your jewelry in your hands (or fixed) as soon as possible.

2. Order Support

a. Tracking Your Order

Once your jewelry ships from our studio, you’ll receive a “Shipping Confirmation” email with a unique tracking number and a link to monitor your package’s journey. This email also includes care tips for your new piece (e.g., how to store huggie earrings to avoid tangling) to help you keep it in perfect condition.

If you don’t see the “Shipping Confirmation” within 24 hours of placing an order:

  • Check your spam or promotions folder (emails from Kendrasnott often land here!).
  • Log into your Kendrasnott.com account and visit “Order History”—your tracking details will be listed there if your order has shipped.
  • If you still can’t find it, email us at [email protected] with your order number, and we’ll resend the link immediately.

b. Changing or Canceling an Order

We process orders quickly to ensure you don’t miss out on limited-edition pieces, but we’ll do our best to adjust things if you need to:

  • Changes: Want to update your shipping address or switch to a different chain length for a pendant? Reach out to us within 1 hour of placing your order—after that, orders are usually packed and ready for shipment, and we may not be able to modify them.
  • Cancellations: Need to cancel an order? Email us with your order number within 1 hour of submission. If we haven’t shipped your jewelry yet, we’ll cancel the order and issue a full refund (see Section 4 for refund timelines). If your order has already shipped, you can return it once you receive it (per our return policy in Section 3).

3. Returns & Exchanges (For Your Perfect Fit)

We want your Kendrasnott jewelry to feel like it was made just for you. If it doesn’t, here’s how we can help:

a. Eligibility for Returns/Exchanges

  • You have 30 days from the delivery date to return or exchange your jewelry.
  • Pieces must be in their original condition: unused (no signs of wear, scratches, or tarnish), with all original packaging (e.g., our signature gift box, care card) and tags intact. We can’t accept returns for jewelry that’s been worn, resized, or altered—this helps us keep our limited-edition stock authentic for other customers.
  • Customized pieces (e.g., engraved pendants) are final sale and can’t be returned or exchanged, unless they arrive damaged or defective.

b. How to Start a Return/Exchange

  1. Email our team at [email protected] with:
  • Your order number
  • The name of the piece (e.g., “Silver Huggie Earrings,” “Gold Pendant Necklace”)
  • A brief note (e.g., “ring size too small,” “want to swap for a different metal color”)
  • If applicable: Photos of the jewelry and its original packaging (to confirm it’s unused)
  1. We’ll reply within 24 hours with a pre-paid return label and step-by-step instructions. We cover all return shipping costs—no extra fees for sending back a piece that isn’t quite right.
  2. Pack your jewelry securely (use our original gift box if possible!) to avoid damage during transit, attach the return label, and drop the package at the designated courier location. Keep the return tracking number—this helps us confirm when we receive your piece.

c. Exchanges for Limited-Edition Pieces

Since our designs are limited, we’ll check stock availability for your desired exchange piece before confirming. If the style/metal/size you want is still in stock, we’ll ship your new jewelry as soon as we inspect your return (usually 3-5 business days after delivery to our studio). If it’s sold out, we’ll offer a full refund or help you find a similar piece you’ll love.

4. Damaged or Defective Jewelry

We take extreme care in crafting and packing our jewelry, but if a piece arrives damaged (e.g., a bent pendant, a loose earring back) or defective (e.g., tarnishing out of the box, a broken chain), we’ll make it right—fast:

  • Notify us within 7 days of receiving your order via email ([email protected]) with:
  • Your order number
  • Clear photos of the damage/defect (e.g., a close-up of a broken chain, a tarnished ring)
  • A short description of the issue
  • You won’t need to return the damaged piece (we’ll ask you to keep it for reference). We’ll either:
  • Send you a brand-new replacement of the same piece (if it’s still in stock—our limited-edition designs sell fast, so we’ll act quickly!); or
  • Issue a full refund to your original payment method, no questions asked.

5. Jewelry Care & Sizing Help

We want your Kendrasnott pieces to last for years—so we’re here to help with care tips and sizing questions, even before you buy:

  • Care Guidance: Our product pages include basic care tips (e.g., “avoid getting this silver necklace wet”), but if you have specific questions (e.g., “how to clean tarnished huggie earrings”), email us—we’ll share personalized advice.
  • Sizing Support: Unsure about ring size or chain length? Email us at [email protected], and we’ll send you a free printable ring sizer or a detailed chain length guide to help you choose the perfect fit.

6. How to Reach Us

The easiest way to connect with our team is through email—we’re here to help with anything, from order questions to style advice:

  • Primary Email: [email protected] (our go-to channel for all inquiries—we respond within 24-48 business hours, and every email gets a personalized reply, no automation).
  • FAQs: For quick answers to common questions (e.g., “Do you restock limited-edition pieces?” “What metals do you use?”), check the “FAQs” page on Kendrasnott.com—we update it regularly with topics our customers ask about most.

We don’t offer phone support right now, but we make sure every email is thorough—we’ll never leave you with a partial answer, especially when it comes to your jewelry.

7. Your Feedback Shapes Our Brand

At Kendrasnott, we learn and grow from what you tell us. Whether you love how your pendant necklace looks, have a suggestion for a new design, or think we can improve our service, we read every message. Your feedback helps us keep creating limited-edition jewelry that fits your style—and your life.

Thank you for choosing Kendrasnott. We’re honored that you trust us with pieces that matter to you—and we’ll work hard to earn that trust every time you reach out.