FAQs

WHEN ARE YOU OPEN?

Shopping is available 24hrs 7days a week.

WHEN DO YOU ANSWER CUSTOMER EMAILS?

We are a family owned small business and are available M-F 9AM-5PM ET (excluding holidays) to answer emails and ship orders. See our Shipping and other policies below.

WHAT IS YOUR SHIPPING POLICY?

We currently ship only within the United States. Items will be shipped within 1-2 days of your order. Friday after 12:00 noon Eastern Standard time will ship on Monday, excluding holiday's when your order will go out on the Tuesday following the holiday. We are committed to excellent service and will process your order as quickly as possible.

Due to supply chain delays, we are experiencing shipping delays, and the Postal Service is experiencing delays too. Although we will ship your order within 1-2 days, we are not responsible for when it arrives. However, we will give you a tracking number so you know when it will arrive. We want to make sure your order gets to you too.

WHAT IS YOUR RETURN POLICY?

We at SterlingDove.com want you to be completely satisfied with your purchase. If you should have a problem with your order, please contact us immediately service@sterlingdove.com. We will work with you and do our best to make it right.

However, if you have decided you do not want the item, we will accept them according to our return policy below:

We have a 30-day return policy, which means if 30 days have passed since your purchase, we are not able to offer a refund or exchange. WE DO NOT OFFER RETURNS ON PERSONALIZED ITEMS.

To be eligible for a return, please email us with your order number BEFORE you return your item, email service@sterlingdove.com. The returned item must be in the same condition that you received it, unworn or unused, and in its original packaging. The customer pays the shipping cost if there is nothing wrong with the item.

If an item is damaged during shipping please contact us at service@sterlingdove.com. Send us a picture of the damaged item and copy of your receipt. You can request a replacement or refund. If your return is accepted, we will send you a return shipping label. Once the damaged item is received by our returns department we will replace the item or refund on your original payment method.

There are certain situations where only partial refunds are granted (if applicable).

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at service@sterlingdove.com. We will get back to you within 24 hours during the business week.

Damages and issues

Please inspect your order upon reception and email us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right. Issue orders will require a photo and order number for confirmation and evaluation. 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), earrings (cannot return if package is open) and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. WE DO NOT OFFER RETURNS ON PERSONALIZED ITEMS.

Unfortunately, we cannot accept returns on sale items or gift cards.

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 (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of approval or rejection of your refund.

If you are approved, then your refund will be processed for the cost of the product only, no shipping will be refunded, minus a 10% restocking fee.  A credit will be automatically applied to your credit card or original payment method, within 7-10 days of approval. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Late or missing refunds (if applicable) If you haven't received your refund, first verify with your bank or credit card account again. Then contact your credit card company or bank,  as it make take some time for them to process before your refund is officially posted.  

Please refer to our Return Policy Page for more details on our basic return policy.

WHAT IF SOMETHING ARRIVES DAMAGED?

Please inspect your order upon reception and email us immediately if the item is defective, or damaged or if you receive the wrong item. We will evaluate the issue and we do want to make it right. Issue orders will require a photo and order number for confirmation and evaluation. 

Please refer to our Return Policy page for more details on the return of damaged items.

EXCEPTIONS / non-returnable items

Unfortunately, we cannot accept returns on unwanted OPEN items, SALE items, or GIFT CARDS.