FAQ

Since all our jewelry is hand made in our New York City atelier, we will do everything we can to accommodate your request for a Rush Order. 

Please email your Rush Order Request to connect@thecarbonculture.com along with the requested delivery date and we will reply promptly to inform you if a Rush Option and overnight delivery is available for your purchase. If you have already placed your order, please be sure to include the order number in your email. The order number is located on your order confirmation email. There is an extra charge for Overnight Delivery. Signature is required.

Every item is made by hand in our New York City atelier and should be ready for shipment within two weeks from the time you place your order. Once an item is shipped, it should arrive in 2 business days. If your purchase is a gift and you will not receive it in time, please email connect@thecarbonculture.com and we can send an email with a gift notification to the recipient informing them that a gift from The Carbon Culture is on the way. 

ALL ORDERS REQUIRE A SIGNATURE UPON DELIVERY 

We offer free Two Day Shipping on all Jewelry purchases in the Continental US. Overnight shipping is available for a fee. Please email us for details. ALL ORDERS REQUIRE A SIGNATURE UPON DELIVERY.

Non jewelry purchases are subject to shipping a shipping fee unless accompanied by a jewelry purchase.  Please use code FREESHIP for free shipping on orders that include jewelry and non jewelry items. 

International Shipments are available with free shipping on orders over $3,000 USD and with paid shipping for orders under $3,000 USD. 

When international orders reach their destination country/region, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates.

Items in your order that are designated for shipment to countries outside of the U.S. may be subject to taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.

All orders are insured during transit and delivered to you with a Required Signature Upon Delivery.

ALL SALES ARE FINAL. However we are more than happy to exchange an item in the unlikely event that it is damaged. Exchanges can be done within 7 days after delivery. Please contact us by email. We reserve the right to refuse any exchange if we believe the item purchased was intentionally damaged or misused. ALL SPECIAL ORDER/PERSONALIZED items are final sales and will not be refunded once an order has been placed. We are not responsible for return shipping charges and the original shipping charges are non-refundable. 

The Carbon Culture takes great pride in our hand made jewelry. However, fine jewelry, by its very nature, is delicate. If the piece of jewelry you purchased from The Carbon Culture needs repair, please email us at connect@thecarbonculture.com. Repairs will be assessed on an Individual basis.

The Carbon Culture will repair, at no charge, any breakage caused by manufacturer defect within 120 days of purchase. Repairs needed after this time, or deemed to be caused by misuse will incur a repair charge at the customers expense. Please email us in advance with a photo of the damage, description  of the repair required, and proof of purchase, before you send an item of jewelry purchased from The Carbon Culture for repair. Upon receipt of your email, we will send a form to fill out and to include with your package. The Carbon Culture will alert you by email when your completed jewelry repair is shipped. 

Sales tax will be collected on orders shipped to addresses in states which require businesses to collect sales tax. 

All fine jewelry is delicate by nature and should be handled carefully. A few simple tips:

    •    Remove your jewelry before showering, exercising, washing dishes, adding lotion or perfume.

    •    At night, lay your jewelry flat to avoid scratching or tangling 

    •    After removing a necklace , fasten the clasp 

    •    To clean diamond jewelry, use a soft toothbrush with dish soap and gently wipe 

We accept payment online by Visa, Mastercard, American Express, Apple Pay, and Paypal.