General

 

What are Simsmore's business hours?

Simsmore is available to shop online 24/7!

Our regular business hours for shipping and customer service are:

Monday - Friday 10am-6pm UTC(Chinese Time Zone)

We are closed on all major U.S. federal holidays.

 

What is your return/exchange policy?

You can find our Returns and Exchanges policy HERE.

 

Where can I purchase Simsmore jewelry?

Simsmore is available at simsmore.com for now.

 

What payment methods do you accept?

We accept PayPal payment.

 

Are your products ethically produced?

Yes, Simsmore is committed to this policy and conducts business in an ethical, legal, and socially responsible manner. This commitment extends to suppliers and other associated external resources with which we choose to do business with. We purchase goods and services to the highest standards of ethical and environmental trade practices to include the provision of safe working conditions and the protection of workers across our supply chain.

 

How can I contact you?

Any inquiries please email us at support@simsmore.com

Please do not send multiple emails on the same inquiry. We answer all our emails in the order received. If you email us outside of business hours, we will respond when we return to the office. Please understand a longer response time if emailing over the weekend or holiday(s).

 

Product

 

Base Metals

• Gold plated, rose gold plated, and rhodium plated pieces have a brass base.
• Gold vermeil and rose gold vermeil pieces have a sterling silver base.
• Gold filled is composed of a solid thick layer of gold(14K or 18K gold) bonded to a base metal.

 

How do I care for my jewelry?

• With the proper care, your Simsmore jewelry can last a long time.
• Sterling Silver Care: Sterling silver jewelry can be passed down from generation to generation with the right care. We encourage you to wear your silver everyday! Silver that is used regularly needs less care. In rare cases, silver can tarnish when it is exposed to salt, air, and products containing sulfur. But no need to worry, we offer cleaning services!
• Gold Filled / Gold/Rose Gold Vermeil / Gold/Rose Gold/Rhodium Plated: We encourage you to remove your jewelry before showering, exercising, and swimming. Gold Filled, Vermeil, and Plated jewelry can tarnish when in contact with perfumes, lotions or hair products. Please avoid harsh chemicals such as bleach, oil, jewelry cleaners, or polishing cloths as they can affect the finishing. To help keep your jewelry looking beautiful, store it in a dust bag, sealed plastic bag, or dry cloth bag.
• Piercing Style Earrings - Surgical Steel with Gold Plated over Brass Pendant: These earrings have a surgical steel post and ball backing making it perfect for those with mild skin sensitivity. Please note that the pendant is 18k gold, 18k rose gold, or rhodium plated over brass and can cause slight irritation for those with moderate or very sensitive skin. Please remove before showering, swimming, working out, etc. Read the recommendations above for plated jewelry for more information.
• Solid Gold: Solid gold (10k and 14k gold) is a precious metal that will not oxidize or discolor since it is the least reactive metal. The 10k or 14k alloy gives our pieces their beautiful, subtle hue. It is also an active lifestyle’s best friend as it scratches less and doesn’t bend or wear out as easily as 18k.
• Even something as strong as 14k solid gold deserves some loving. To maintain its beauty, scrub lightly with a toothbrush and warm water.

 

Do you offer repairs?

We do offer repairs for items that have been purchased within 60 days. Shipping charges not covered. Contact returns@simsmore.com for more details. Repairs and cleaning services after 60 days of purchase are available. Please contact us for an assessment and we will send you a free estimate.

 

Do you have rings larger than a size 8?

Yes, we have adjustable rings!

 

Mystery Item

• Mystery Items can be purchased for $8, $12, $15, $20, $25, and $55
• Products shown in the product description page are examples of what is available for purchase and may not be what you receive.
• Mystery Items will vary from customer to customer. Purchasing a Mystery Item does not mean you'll receive a piece of jewelry. You could receive a ring, pair of earrings, single piercing style earring, bracelet, necklace, anklet, hair claw, or single magnetic earring.
• $15+ pieces of jewelry have full protective coating
• Not guaranteed to be hypoallergenic or nickel-free
• Duplicate items are possible with purchases of multiple Mystery Items over time
• $55 Mystery Items are very similar in style to what we carry in our SIMSMORE Essentials Collection
• Sold as a single item
• Mystery Items are final sale. No return requests will be accepted.

 

Pre-orders

• If an item is available for pre-order, it will always be indicated in the product description along with an estimated ship date.
• When you purchase a pre-order item, your card will be charged but your order will not be fulfilled until we get it in stock.
• Pre-orders cannot be cancelled.
• If a pre-ordered item is included in a domestic order along with in stock items, your in stock items will be shipped before the pre-ordered items.
• If a pre-ordered item is included in an international order, your entire order will not be shipped out until the pre-ordered item is available.
• If you would like your pre-orders to be shipped separately from our products that are in stock, please place 2 separate orders. 

 

Shipping

 

What if I put in the wrong address?

If you have provided an incorrect address and your order has not already shipped, we will do our best to update your order with the correct address. We cannot guarantee that your address will be changed to the correct address in time. Please email us at support@simsmore.com.

 

I never got an order confirmation email and/or shipping confirmation email. What should I do?

An order confirmation and shipping confirmation are always sent to the email address or phone number that was used at checkout. They might be in the spam folder, please check spam if they are not in the inbox. We frequently get asked this question by customers who entered a mobile number at checkout, instead of an email address. In this case, please check your texts, as an order and shipping confirmation text will always be sent.

 

What if my package was returned to sender?

If your package is returned to us for any reason, you will be responsible for paying for the package to be sent out again.

 

Do you ship internationally? 

Yes! We ship internationally. You'll also get free standard international shipping on orders $99 USD and over!

 

What if I received the wrong item?

If you received the wrong item, please email us at support@simsmore.com.

 

What if the item I received is damaged or faulty?

All of our items are carefully packaged and wrapped individually in bubble wrap. All items are thoroughly inspected prior to shipping. However, in the unfortunate case that an item is damaged while shipping, we will happily assist you in resolving this matter. If a charm or chain is damaged upon arrival, please contact us at support@simsmore.com to file a claim.

Please note: some items may have variations because they are handmade or vintage.

 

Order Issues

 

What if I forgot to put in my discount?

Unfortunately, we are unable to apply discount codes to past orders and orders that have already been placed.

 

Can I use more than one discount code at checkout?

No, you may only use 1 code at a time. If we are running a sale with a code that automatically applies at checkout, that is the best discount we're currently offering.

 

Why isn't my discount code working?

If your discount code is not working at checkout, it may be expired and no longer valid or there is an automatic discount code that has been applied. Promo codes cannot be combined. 

 

I placed an order before a sale, can I apply that discount to a previous order?

No. Unfortunately, we are unable to make price adjustments once orders have already been placed.

 

What if I chose the wrong size or metal color at checkout?

If you realize these types of errors on your final order, please email support@simsmore.com ASAP. If your order hasn't been shipped, our fulfillment team will do their best to make the switch. However, we cannot guarantee that your order will be corrected in time.