FAQ & Shop Policies
FAQ’s
Q: What type of backings come on your earrings?
A: All earrings come with quality gold fill or sterling silver backings, depending on the metal the earring is made with.
Q: Do you offer repairs?
A: Normal wear and tear or neglect does not qualify for a repair, but if there was a mistake on our part, we will fix it if possible. Please reach out to us on any matters as we like to keep our customers happy.
Please note that broken wire cannot be repaired. If wire has been bent too far and broken, the whole piece will likely need to be replaced.
Q: I’d like to become a stockist. Do you offer wholesale?
A: Absolutely! You can find me on indieme.com at the artist number 97550.
Q: How do I know the dimensions of earrings?
A: All earrings should have the dimensions in the descriptions, but if there is any confusion, please visit my contact page.
Q: I have metal allergies. Can I still purchase your products?
A: I use quality gold fill and solid sterling silver wire from a very reputable source. I have personally had issues with other metals in the past, but so far I have not had any issues with my own wires, nor have my customers brought up any allergic reactions.
Q: Is your jewelry waterproof?
A: I would not recommend wearing any of our jewelry while swimming or bathing. It’s no big deal if you accidentally get it wet, but the jewelry will lose some of its luster over time if it frequently comes into contact with water.
Shop Policies
Please note that many items are made to order!
Stock items will be shipped in 1-2 business days. We offer customization options on most products, but please be aware that custom orders may take up to 10 days to ship. If you need your custom jewelry by a certain date, it would be best to put in an order at least 2 weeks before you’d like to receive it.
Returns
Please reach out to us within 48 hours if there are any issues or wanting to engage in a return. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.
Refunds
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days. There is a restocking fee of $5 to cover the free shipping offered on our site. This will be deducted from the total.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at brianna@pookaqueen.com
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for a similar item, send us an email to start the conversation. Some fees may apply. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Shipping policy
Shipping is free within the United States and is shipped via USPS First Class mail. Shipping outside of the United States is charged using actual shipping costs through USPS, which are calculated at checkout.
In stock items are usually shipped in 1-2 business days and always shipped within two business days. Items that are returned have the shipping paid by the buyer. Shipping normally takes about 4 days within the US and about 2 weeks internationally, but that may vary during holidays and due to Covid issues. Tracking is always used so you may see how your package progresses as it travels.
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