F.A.Q

Our jewelry is handcrafted from the best materials we can get our hands on. 

All of our jewelry is made with a genuine brass base, finished with a flash plating in variety of metal options and stone set with genuine crystal, cut crystal elements, and/or semi precious stones and cabochons like desert jasper, reconstructed turquoise, freshwater pearls and tiger’s eye, just to name a few.

All of our post earrings are made using a surgical stainless steel post, with either a brass or stainless steel earring back.

Our metal finishes include:
• Bronze based Antique Gold-tone finish
• Mixed-alloy Antique Silver-tone finish
• Genuine 10k Gold flash plate finish, with a protective e-coating
• Genuine Palladium flash plate finish
• Genuine 14k Rose Gold flash plate finish
• Gun Metal finish, (crafted from copper, tin and zinc)

Our jewelry meets all modern standards for adult jewelry in the USA. 

Everyone has a different body chemistry, and some people may be allergic, or uniquely irritated by certain metals.

If you’re experiencing irritation, we suggest you stop wearing that piece of jewelry and try out a different metal finish. Call our customer service team, and we’ll be happy to help you exchange your recent purchase within our return period. 

Our most sensitive customers typically find comfort in wearing our precious metal finishes: Rose Gold, Bright Gold and Rhodium.

Most of our rings are open-backed, and adjustable to fit most sizes. 

A handful of our designs are “closed-back”, and are not adjustable. They are offered in one size that typically fits between a 6-7 ring size.

Yes! You may purchase instant digital gift cards for use on Sorrelli.com via the Sorrelli.com website, or by calling our Customer Service team at 877.659.4374.

Over the years, we’ve offered a variety of different gift card options. Some are no longer able to work on our website, but we can help you out with your order!

If you’re having trouble with a gift card no longer working on sorrelli.com, please call us, so we can help you with your order. The cards listed below will require help from our customer service team:

• Silver gift cards

• Brown gift cards, without an 8-digit PIN code on the back

• Brown gift cards, with an 8-digit PIN code on the back

Our customer service team can be reached at 877.659.4374.

We accept the following forms of payment on Sorrelli.com:

• Credit and Debit cards: Visa, Mastercard, Discover and American Express.
• QuadPay, which splits your purchase into 4 interest-free payments.
• Paypal
• Apple Pay
• Android Payor Google Pay

We also accept electronic gift cards purchased through sorrelli.com

If you have a physical brown or silver Sorrelli Gift Card, please call customer service for help processing your order.

Your credit card will be charged for the amount of your purchase when you complete the checkout process.

We do our best to offer amazing hand-crafted products at affordable prices. Sometimes, that means prices may change. While we try to ensure accuracy, we reserve the right to correct any errors in pricing or descriptions, and to cancel or refuse any order based on an incorrect price or description. Such corrections may be made even after an order is accepted.

Price Adjustment Policy

For purchases made at SORRELLI.COM, we will honor a one-time price adjustment for regular priced merchandise within 7 days of the invoice date, unless the original price was a sale, markdown, or final sale price.

To request a one-time price adjustment, contact us within 7 days of the invoice date, via phone or email. If contacting via email, please include your order number in the email message. If you are eligible for a price adjustment, the difference will be refunded in the original form of payment. You can reach us at 877.659.4374 or sales@sorrelli.com; we're available Monday through Friday, from 9:00am to 5:00pm ET.

For purchases made in store, please visit the store where you made the purchase with your original sales receipt within 7 days of the purchase date.

Taxes

Sorrelli follows all applicable taxing regulations for the areas where we do business. Each of the 50 U.S. states and Puerto Rico has established state tax regulations. Sales tax is applied to your order in accordance with the order's shipping address. The tax amount shown in your shopping bag is an estimate. Only when the order has been completed and you have received your order confirmation email are the taxes accurately reflected.

When your order ships from Sorrelli, you’ll receive a confirmation email from orders@sorrelli.com which includes your shipment’s tracking number. This information will be sent to the email you used at checkout.

If you’ve set up an online account with us, you can also check your shipment tracking numbers and order status online at www.sorrelli.com/account.

If you do not receive a tracking number at the e-mail address with which you placed your order, please contact us at sales@sorrelli.com or call 877-659-4374 with your order details and we will gladly assist you in locating your shipment’s UPS tracking number.

Using a Discount Code or a Special Offer Online

For terms and conditions, please refer to the disclaimer information associated with each Discount Code or offer.

To use a Discount Code or special offer, locate the promotional code and follow the steps below:

• Make your selections and add them to your Shopping Bag.
• Once you begin the checkout process, enter your code in the field marked “Discount Code”.
• Your shopping bag total will update before payment is collected.

Please note: You may only use one code or offer per order. In the event of technical issues, we reserve the right to suspend or cancel online redemption of Discount Codes and special offers.

If you have questions regarding a Discount Code or special offer, please contact us.

We can make changes to any orders that have not yet shipped. Please call our customer service team at 877.659.4374, and we will be able to assist you in making changes to your order.

If your order has already shipped, we ask that you return the unwanted items to us and place a new order for the correct pieces. We are unable to offer return shipping services for items that were incorrectly ordered.

All orders of $150.00 or more* for delivery within the contiguous United States will ship for free via Standard Shipping (UPS SurePost). 

All U.S. orders under $150.00 will ship for a flat rate of $9.95 via Standard shipping (UPS SurePost). 

Please note: orders shipping to destinations outside of the contiguous United States (including Hawaii, Alaska, and all U.S. territories) are not eligible for free/flat rate shipping promotions.

*Values of gift cards purchased are not counted towards free shipping.

Our goal is to ship all orders for in-stock products within 1 day. Orders are processed Monday through Friday with the exception of major U.S. holidays. 

Occasionally we are unable to fulfill your entire order due to low product availability. Our website will display a low inventory warning in your shopping cart. In the rare case that you did not receive a low inventory warning and any of your items are back-ordered, we will notify you by email of the anticipated delivery timeframe.

When your order ships from Sorrelli, you’ll receive a confirmation email from orders@sorrelli.com which includes your shipment’s tracking number. This information will be sent to the email you used at checkout.

Please note: We are not able to ship packages to Post Office (P.O.) boxes. We apologize for any inconvenience.

We offer the following shipping options:
• Standard (UPS SurePost) (2-7 business days*)
• UPS Ground (1-6 business days*)
• UPS Second Day (2nd business day delivery)
• UPS Overnight (Next business day delivery)
• International Shipping via the United States Postal Service (delivery times vary).

*Delivery times are dependent on your location. Unfortunately, UPS does not guarantee delivery times.

Our Standard shipping (via UPS SurePost) is when UPS brings the package to your local United States Postal Service office, and the USPS mailman delivers it to you on their normal mail route.

UPS Ground is an upgraded shipping option, that is approximately 1-2 days faster than our standard UPS SurePost option. UPS will deliver the package all the way to your shipping address.

*Unfortunately, no guarantee of delivery time is offered by UPS or the USPS.

Yes we ship internationally!

International orders are charged a flat shipping fee of $29 USD. These orders are shipped via USPS.

Please note: International shipments may be subject to taxes/import/customs duties or fees. Please contact the import/customs authority in the country to which this order is being shipped to verify whether your shipment will be subject to taxes or fees before proceeding with your order, as Sorrelli cannot be responsible for import/customs fees.

If your order has not yet shipped:

We can make changes to any orders that have not yet shipped. Please call our customer service number at 877.659.4374, and we will be able to assist you in making changes to your order.

Unfortunately, if your order has shipped we are unable to make changes to its intended destination.

Returns for Refund

If you are not completely satisfied with your purchase, simply send it back to us within 30 days of the invoice date. Please contact us to receive a return authorization form, in order to mail your item(s) to our office. Some exclusions apply.*

Please ship your items in a well-padded box, and use a method of shipping that you can track as we cannot be responsible for items we do not receive.

Credits will be issued to the original form of payment within 3–5 business days of our receipt. Please be aware that we will not refund any shipping costs.

If you have questions regarding any of our return policies, please call our customer service team at 877-659-4374.

*Purchases of certain sale and promotional items cannot be returned. Each piece will specify whether or not it is final sale on any promotional materials, advertisements or on your invoice.

*Special order items (custom lengths, and earring types) are not eligible for return or exchange.

Contact Customer Service at 877.659.4374 (Mon - Fri, 8:30AM to 5:00PM ET) to request a return authorization (RA) within 30 days of the invoice date. Once you receive the return authorization email, please print the RA and include it with the item(s) you are returning.

Sorrelli does not provide shipping labels for returned items. Please ship your items in a well-padded box, and use a method of shipping that you can track as we cannot be responsible for items we do not receive.

If you’re not 100% loving the product you purchased, simply return it for exchange within 30 days of your invoice date.

Purchases of certain sale and promotional items (over 30% discounted) cannot be returned for exchange. Each piece will specify whether or not it is final sale on any promotional materials, and/or advertisements or on your invoice.

Special order items (custom lengths, and earring types) are not eligible for return or exchange.

For the fastest exchange times, and best product availability, we suggest the following method of exchange:

Place a new order for the product you would like to get. Return the product you would like to exchange for a full refund*.

*Please see our Exchanges Policy and Returns Policy for details and limitations.

If your returned product was purchased during a Gift With Purchase promotion, the Order Value after return must still meet the minimum purchase requirement of the promotion in order to receive a full refund to the original form of payment. If the Order Value after return is below the minimum purchase requirement of the promotion, returns without the Gift With Purchase item included will be refunded as a store credit.

Items discounted 30% off or more from their original price are considered final sale.

Returns and refunds are processed in the order in which they are received. Most returns and refunds are processed within 3 to 7 business days.

At this time, we are unable to accept online purchase returns at our Kutztown Store.

If you have inquiries about outstanding balances or refunds, please visit Afterpay's Returns and Refunds page.

We believe in the quality of the products we make, and the craftsmanship that goes into it. We also believe in products that last and don’t end up in a landfill somewhere. Because of this, we offer a Lifetime Promise on all of our Sorrelli Jewelry. We want you to continue to wear and enjoy your Sorrelli for generations. 

Our promise covers free repairs and servicing of any defect in our craftsmanship for life. And, if an item is damaged due to causes other than our craftsmanship, we’re able to repair it for a small fee.

Some Tips to Make Sure Your Jewelry Lasts for Generations:

• Do not throw or drop jewelry onto hard surfaces
• Avoid direct contact with sprays—hairspray, perfume, etc.
• Remove your jewelry while showering, swimming or exercising
• Do not place directly in water for an extended period of time
• Never use chemical cleaners or polishes
• Clean and polish with a soft, dry cloth
• Store jewelry flat in its organza bag to prevent bending or scratched crystals

Here’s how we suggest you clean your Sorrelli Jewelry:

• A simple cleaning technique is to gently brush your jewelry with a soft brush (try an old toothbrush!) and warm, soapy water. We suggest using a mild dish soap when cleaning.
• Make sure you dry your jewelry thoroughly, and do not leave it sitting in water, or sitting wet for more than a few minutes.
• Do not use an at-home jewelry bath/machine for cleaning your Sorrelli jewelry. Prolonged exposure to water and cleaning solutions will dull and darken the special coatings we use on our crystals.
• Or, if you’d rather not deal with the hassle of cleaning your favorite piece of jewelry, we offer professional cleanings on any of our genuine Sorrelli jewelry pieces for a flat fee of $10.00 per piece (or per pair of earrings). We promise, the piece will look as new as the first time you wore it.

Can I use a polish cloth on my jewelry?

We suggest you avoid using polishing cloths on your Sorrelli jewelry. These cloths are embedded with an abrasive polishing compound that can damage the plating of our pieces and the coatings on our crystals.

All Sorrelli jewelry with the original brass “Sorrelli” tag is covered, regardless of when or where the item was purchased.

We will gladly repair defects in our craftsmanship at no cost to you. 

Defects in our craftsmanship include:

• Crystals or stones falling out.
• All normal (unexpected) breakage of the product, prongs, and connection are covered but may be subject to Sorrelli’s fees to repair/replace depending on cause.

The below damages and issues are not offered as a free service.

• Scratched, cracked, or damaged stones after 30 days from the invoice date.

• If the product is missing any portion of the original piece (excluding lost stones). Example: if we receive only 75% of the necklace.

• Broken prongs (most typically caused when a piece is bumped into a hard surface too many times).

• Prongs that catch on clothing, for pieces that are outside our return/exchange policy.

• Items that require re-plating due to excessive wear.

• Stones, joints, and clasps that are damaged due to prolonged water exposure.

• If your piece has been repaired or changed outside of Sorrelli.

• If your piece does not have the original brass “Sorrelli” tag.

• We do not cover lost or stolen products.

Sorrelli’s Discretion to Substitute or Exchange an Item:

Due to the nature of our products, we may no longer be able to procure the original components or parts needed to repair your item. If this is the case, we reserve the exclusive right to substitute, alter or exchange your piece to complete your repair to a reasonable standard of workmanship. Your submission of an item for repair to us, indicates your acceptance and agreement of this condition.

Our repair process is easy! Here’s how it works:

1. Complete the online form to register your repair.

2. Ship your item to us in a well-padded box, using a service you can track. We’ll email you as soon as your repair is received by our headquarters team.

3. The item goes to our workshop, where a specialized team handles each item individually. Repairs are currently taking 12-14 weeks, due to the specialized work involved.

4. Once your item is finished, we’ll send you an email with tracking information when we ship it back to you.

A few important notes:

• If you’re sending in earrings for repair, please send both! We want to make sure they match when we’re done.

• We are not responsible for repairs that don’t reach us. So make sure it’s well packaged, in a well padded box, and shipped with a tracking number!

• We do not cover shipping costs as part of our Lifetime Promise. We ask that you pay to ship your repair to us. We cover the shipping costs when your repair is returned.

Repairs are currently taking 12-14 weeks from the time we receive the piece. Every repair is individually performed by a niche team of incredibly skilled craftswomen, in our very own workshop.

How do I pay for repairs?

If we determine that the damages to your piece are not due to our craftsmanship, we are happy to repair your pieces for a reasonable fee, which is dependent on the severity of the work required.

We will contact you via email or phone that you provided on your RA form.  Or, you may call us at 877.659.4374 and ask for the repairs department, or email us at repairs@sorrelli.com.

We will notify you via email when we receive the repair you sent to us.

We will also send you a second email when your repair is finished, including tracking information on the shipment.

But if you’d like to check the status of a repair for any reason, call 877.659.4374 and ask for the repairs department, or email repairs@sorrelli.com.

Our Make-A-Mate program is available for customers interested in creating a matching earring to replace one that has been lost. The cost to create the mate is 1/2 the current price of the original earring set. To request a Make-A-Mate, please fill out our repairs form and check the box at the bottom that says "Make-A-Mate/Replace" before submitting the form.

When submitting your request, please send in your original earring in order for us to match and create the mate. Since our jewelry is handcrafted we want to ensure the new earring matches the original perfectly. We will also clean the original earring to make it look good as new.

How to Pay for your Make-A-Mate 

Once we have received your request and the jewelry, we will contact you via the email or phone number that you provided on your RA form.  Or, you may call us at 877.659.4374 and ask for the repairs department, or email us at repairs@sorrelli.com.

If you would like to order a necklace or bracelet in a custom length, please call or email us at sales@sorrelli.com. Prices for custom lengths are a 30% surcharge (in addition to the list price of the piece [e.g., $30 list price + 30% = $39]).

We are unable to change the lengths of existing pieces, and this service is limited to new orders only.

We understand that you might have a favorite earring type. Lucky for you, we make them all!

If you’d like to request a certain earring be made into clips, a post, or a french wire, we’re happy to do so at your request. Our designers will review the item to ensure a type change is possible. 

Pricing for earring conversions is a flat fee of $18.00 USD per style.

Please note, we are unable to offer earring conversions on existing pieces, and this service is limited to new orders only.

If you would like to order a custom earring, please call us at 877.659.4374 or email us at sales@sorrelli.com.

We’ve been making and caring for jewelry for over 37 years. We offer professional cleanings on any of our genuine Sorrelli jewelry pieces. We promise, the piece will look as new as the first time you wore it.

Our professional cleaning service is available for a flat fee of $10.00 per piece (or per pair of earrings).

To request a cleaning, please fill out our repairs form and check the box at the bottom that says "Cleaning" before submitting the form or you may contact our customer service team at sales@sorrelli.com.

For inquiries on how to become a partner, please visit: https://wholesale.sorrelli.com/

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