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Retail Customer Policies
Expand Placing Your Order
For the best possible shopping experience, please review our policies before making your purchase. We strive to make your shopping experience a pleasant one and want you to come back often. Your business is important to us and we will always do our best to make sure you are delighted with your purchase.
Expand Have A Question
We want to hear from you. Feel free to get in touch with us for any reason: Email us at Call us at 845-638-6783 from 10:00 AM-5:00 PM (Eastern Standard Time)
Expand Billing
We only charge your credit card when your order is ready to ship.
Expand Credit Cards Accepted
You can pay for your order using American Express, Visa, Master Card or Discover Card. We also accept PayPal. Please be sure to provide your exact billing address (the address your credit card provider or PayPal has on file for the card you use) when completing your order. Incorrect information may cause processing delays.
Expand What Is Your Order Processing Policy
We reserve the right, at any time after receipt of your order, to accept or decline processing the order for any reason. One of our biggest concerns as an on line retailer is to verify the validity of every order we receive to ensure that neither you nor we will fall victim to any kind of fraudulent activities. On occasion, we may ask you for your help in substantiating information for orders that need further verification. Accordingly, if the payment information provided for an order cannot be authenticated, we reserve the right to refuse to process any order should it not meet our verification standards for a valid order. We may even require further corroboration for certain orders even though we may have obtained an authorization number from the financial institution for fraud avoidance. In addition, orders received by us with a shipping address that is not exactly the same as the approved billing address will require further verification and/or may be declined. The verification process may cause a delay in the processing and shipping of the order.
Expand Shipping & Handling
We charge standard UPS Ground rates for shipping in the Continental U.S. The shipping weight is calculated by the weight of the shipment and by the recipient’s location. There is a nominal handling fee added to each order. If you are ordering Internationally, please contact us via email to determine the best shipping method. All International/Canadian orders are subject to the final destination country’s taxes, tariffs and duties.
Expand Return and Refund Policy For Retail Customers
While we rarely encounter the need for customer returns, we do have some guidelines. All merchandise purchased from can be returned within 15 days of receipt of merchandise for an exchange or for a refund. All merchandise must be unused, in perfect condition and in its original packaging with the original tags. Please note that items appearing damaged or worn will not be refunded. A copy of the original Robin-Steele receipt must accompany the return/exchange. Items that do not meet this criteria will not be exchanged or refunded.
Expand Do I Need A "Return Merchandise Authorization" (RMA)
Yes. To request a return, please contact us for Return Merchandise Authorization (RMA). Please email us at and include your name, your order number and the reason for the return. Once your return is approved an RMA number will be issued. Please put this number on the outside of the box. Return shipping charges are to be paid by the customer. Sorry, returns WILL NOT be accepted without a return authorization number. We accept returns/exchanges only on merchandise that has been purchased through Merchandise that has been purchased through a Robin Steele retailer must be returned to the retailer and will not be exchanged or accepted for refund by
Expand How Do I Ship My Return Back
Returns must be sent using a traceable method of shipping. We recommend using the USPS Postal Service with priority shipping and delivery confirmation. UPS and Fed EX ground offer this as well. To ensure refund, please ship in the original packaging to protect the item so it arrives in new condition.
Expand Repair Policy
We stand behind everything we create and are happy to repair, at no charge to you, any Robin Steele piece that experiences normal wear and tear. Some repairs may require a charge; these include re-stringing a beaded necklace, making a mate for a lost earring and replacing broken vintage parts. Please email us at to arrange for the repair. be sure to include your Name, Phone Number and a brief description of the problem. We cannot reimburse customers for the initial shipping costs to us but your good as new piece will ship to you at no charge.
Expand Do you Gift Wrap
Every Robin Steele Necklace, Pin and Bracelet will arrive packaged in a lovely white leatherette pouch with our logo printed on it. Every design ships with a logo hang tag and information about the design.
Wholesale Customer Policies
Expand Who Qualifies As A Wholesale Customer
All businesses are welcome to apply for wholesale status; however you must have a valid Sales Tax Exemption Number/Resale Certificate Number to be considered for approval. If you are a buyer for a large retailer and are unsure of the Sales Tax Exempt number of your company, please type in TBA in the Sales Tax Exemption box. All wholesale prices will be made available for viewing on this site once you are approved. There is no obligation once you sign up and receive approval. This is a security procedure to keep this information privileged to our wholesale accounts only.
Expand How Do I Register For Wholesale Status
If you are a first time customer, you will need to click on the “Sign In” tab located within the tool bar area of the website to create your account profile. Please enter your information carefully and accurately and remember to save your password for easy log in on future orders.
Expand How Do I Know If My Store Has Been Approved As A Wholesale Account
You will promptly receive a “Thank You email” after your request has been submitted. A second email will notify you of your status.
Expand What is The Opening Order
There is a $300.00 minimum opening order for new accounts. There is no reorder minimum. Every design is sold individually; you may order any quantity you desire.
Expand What Payment Methods Are Available
You can pay for your order using American Express, Visa, Master Card or Discover card. We also accept PayPal. Please be sure to provide your exact billing address (the address your credit card provider or PayPal has on file for the card you use) when completing your order. Incorrect information may cause processing delays. We do not ship COD.
Expand When Will My Order Ship
We try to be an “in stock” house, frequently filling store orders within one week. If your order is a rush or requires special handling, please let us know. Every effort will be made to accommodate your needs.
Expand Do You Offer Any Special Packaging
Every necklace, bracelet and pin ships with a white leatherette pouch with our logo on it. We also ship Robin Steele counter cards to display in store near our merchandise.
Expand What Is Your Return Policy Procedure For Wholesale Accounts
For wholesale customers we ask that you choose carefully. All sales are final, no refunds. All Claims must be made within 5 days after receipt of merchandise.
Expand What If My Order Is Damaged
We take great pride and care in ensuring that our products are free from manufacturing defects and are packaged properly before they are shipped to you. However, we are aware that unforeseen problems may arise once your order leaves our studio. Should you receive your order with visible damage to the outer packaging please inspect your order immediately. If any jewelry item is damaged please contact us at for assistance, we will make arrangements to have the damaged item replaced. If your order has been damaged or tampered with in shipping, you must save all packaging materials including the outer carton, so that we may make a claim with the shipper. Failure to save all packaging materials including the outer carton will be construed as a waiver of your rights to a claim.
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