Help Center – FAQs
What is your shipping policy?
U.S. Domestic Shipping
The OÓ Jewels offers standard, expedited, and next-day delivery services within the United States. Available options will be displayed at checkout once you enter your delivery address.
Standard Shipping - $10
· Orders are processed within 5-7 business days (excluding weekends and holidays).
· Delivery typically takes 3-5 business days via UPS, depending on your location.
· Orders shipped to P.O. boxes are sent via USPS and may take 5-7 business days.
Expedited Shipping - $50
· Orders are processed within 1-2 business days.
· Delivery typically takes 1-2 business days.
Next-Day Shipping - $75
· For orders placed by Noon CST, we offer same-day processing with next business day delivery. Note: Next day shipping orders placed on Friday may not deliver until Monday.
· Orders placed after Noon CST will be processed the following business day.
· Express and next-day orders are not processed or shipped on weekends or holidays.
Free Shipping
We offer complimentary standard shipping on orders over $55 (before taxes). Please select the free shipping option at checkout.
Order Tracking
Once your order ships, you will receive an email with tracking information. Transit times may vary based on carrier and location.
Multiple Orders
We may combine multiple orders placed within a 1-3 business day timeframe for shipping efficiency. By placing multiple orders, you agree to this policy and acknowledge that refunds will not be issued for combined shipments.
Shipping Damage
While we take great care in packaging your order, The OÓ Jewels is not responsible for any damage to packaging incurred during delivery. Damaged packaging does not qualify for replacement.
International Shipping
The OÓ Jewels offers international shipping starting at $35, with free international shipping on orders over $150. Taxes and duties will be calculated at checkout to prevent unexpected fees at customs.
· International orders are shipped via DHL and typically deliver within 2-5 business days.
· We are unable to modify or edit international orders once they are placed.
· Exchanges are not accepted for international orders. Please double-check your order before placing it.
Order Management
What should I do if I do not receive my order confirmation email?
If you have placed an order but have not received a confirmation email, please check your junk/spam inbox as it could have been redirected there. Additionally, save our emails as 'safe' to prevent this from happening in the future. If you are unable to locate the email, please contact us at help@theoojewels.com for further assistance.
How do I cancel my order?
If you wish to cancel your order, you must contact The OÓ Jewels support team as soon as possible at help@theoojewels.com. Please include your order number and the reason for cancellation in your message. Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.
Do you offer gift packaging?
We are unable to offer gift packaging at this time. This includes custom messages added to orders being shipped as gifts.
Does your site hold items in my cart while I browse?
We are unable to hold items in the cart during high traffic launches. To help secure items, we suggest that you make an account, save to wishlist and check out in a few easy steps.
What payment methods do you accept?
We accept all major credit cards including Visa, Mastercard, AMEX, Discover, AfterPay, Sezzle, Klarna, and Shop Pay Installments. PayPal is also accepted at checkout. Payment is taken once your order is submitted.
To use any third-party payment service, please select "Check out as guest". If you are logged into your Shop account, these payment methods will not be available.
Why am I being charged taxes on my order?
To the extent that we are required by law to charge and collect taxes on products that we sell, such taxes are charged based on the tax laws applicable to the location to which the order is being shipped or delivered. At checkout, all appropriate taxes will be added to the order total.
I used the incorrect shipping address for my order. Can you change it?
Please follow these steps to change your shipping address: Open your confirmation email and select "View your order". Once you navigate to the confirmation page, you will see the option to change your shipping address below your specific shipping method. If the order has already been processed, the button will not be available, and we are unable to make any changes to your order. You can reach out directly to the carrier to make these changes or hold at a local pickup location. If the package is returned to The OÓ Jewels, we will reach out via email with next steps.
How do I apply promo/discount codes?
To apply a promo or discount code:
· Proceed to checkout and enter your code in the 'Discount Code' field.
· Click 'Apply' to see your new total before finalizing your order.
· Only one code can be used per order.
If you experience trouble entering your promo code, please try clearing the cache on your web browser or try using a different device.
How do preorders work?
Orders that contain pre-order items will be held for shipment approximately 6-8 weeks from the order date, unless otherwise posted. Should you want to place an order for our in-stock items prior to the 6-8 week timeline, please ensure you purchase those items separately.
Can I make changes or updates to my order?
Once an order has been placed, we are unable to make any changes, including modifications to the items or cancellations. However, customers may update their shipping address through the confirmation page if needed. Please review your order carefully before completing your purchase.
Is there a way to check which packaging will be included with the specific item I ordered?
Our team often makes decisions on packaging allocations per product. Unfortunately, we are unable to specify the exact packaging style per product. Should you require a specific packaging style, kindly visit our packaging shopping tab to purchase the piece of your choice.
Do you restock sold-out items?
We release items in limited quantities by collection. To stay informed about restocks, please add your name to the waitlist on each item page by clicking "NOTIFY ME WHEN AVAILABLE".
I received a notification that something was back in stock, but I am unable to purchase it. What happened?
If you received a back-in-stock notification but the item shows as sold out now, it means another customer purchased the item quicker. Sometimes, we may add a piece from our inventory and release it. We recommend staying on the waitlist in case the piece is restocked again.
I am on your website at 8 am but do not see the new products available.
The OÓ Jewels is based in Texas. All product launches are in Central Standard Time (CST). We encourage you to convert this to your current location and time zone. If we are running late, please be patient and continue to refresh the page. We kindly ask that you refrain from sending emails, DMs, or comments regarding a late launch. Our team is aware and working to upload the pieces. Any major changes to our launch day will be communicated ahead of time. All items will show sold out until the launch begins.
Can I preorder an item that says sold out?
At this time, we do not offer preorders for items that are not marked as preorder. Please add your email to the waitlist by clicking "notify me when available" on the product page of interest.
Does the wishlist feature guarantee an item?
Our wishlist feature allows you to checkout in one click (if you have an existing account). However, items may still sell out during the checkout process.
What materials are your products made of? (Updated 5 months ago)
All pieces are handcrafted from stainless steel plated in 18K gold. Please see specific item descriptions for more information.
Can I DM @theoojewels about my order?
Our social media team is dedicated solely to engaging with our audience. For inquiries regarding your order, including changes or product updates, please contact our customer service team via email at help@theoojewels.com. Please include your inquiry reason and order number in the email subject line.
Please note that our customer service team receives a high volume of emails daily. We kindly ask for your patience and allow 24 to 48 business hours for a response, excluding weekends and holidays.
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