Need help? Shoot us an e-mail at firstname.lastname@example.org. Please allow up to 48 hours (Monday–Friday) for our customer service team to get back to you.
SHIPPING & HANDLING - COVID 19 UPDATE
Orders purchased with our free shipping (over $99) option will be shipped by UPS Ground or USPS. Due to the current Covid-19 pandemic, our fulfillment window has adjusted and orders are processed within 5-7 business days from the date they were purchased. Carriers have also adjusted their delivery estimates and once your order is shipped, your estimated delivery window is 7-12 business days, unless you have chosen expedited shipping. Orders are processed Monday–Friday, excluding holidays.
In an effort to reduce packaging, all orders that contain more than one pair of earrings will ship on a single card holding multiple pairs, in one velvet bag. If you would prefer to have each pair sent on individual cards/bags, please leave this request in the "Note" section of your order.
Once your order has been shipped, a confirmation email with a courier tracking number will be sent out.
LOST OR STOLEN PACKAGES
The shipping courier (UPS or USPS) is responsible for the delivery of your package. In the case of a lost or stolen package, it is the responsibility of the courier and all inquiries must be directed to them. We are not responsible for packages once proof of delivery is provided.
We do offer Route+ Package Protection as an option at checkout. This service insures against all lost, damaged, and stolen packages and provides real-time tracking on your order. We highly recommend selecting this option on all orders.
Due to liability of the courier, no refund or exchange will be issued until the investigation is complete and the claim has been issued and reimbursed. Please note that while lost orders are one of our top priorities, package claims are a long and very extensive process that often take several weeks or more to complete.
We offer returns for U.S. customers only within 30 days of the delivery date. Items that are marked “FINAL SALE”, including earrings and some sale items, cannot be returned. Your item(s) must be unused, unwashed, and in the same condition that you received it, with the original tags and packaging. Please note that shipping costs will not be refunded.
If your return arrives at Shop cupcakes and cashmere within 15 days of the date you received your package, there is no restocking fee. Returns that arrive past the 15 day period will have a $10 restocking fee deducted from their refund.
Click here to start your return and print your shipping label. If you’re having trouble printing a return shipping label, we can email one to you for a $1.00 fee.
We can process exchanges for items that are defective or damaged. To begin your exchange, please click here. The exchange option will appear only if the requested item is in stock.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Refunds will be processed within 7 to 10 business days of receipt. If you haven’t received a refund after two weeks, please contact your bank. It may take two weeks or more before your refund is officially posted. If you need assistance, please contact us at email@example.com.
For items marked as gifts that you wish to return, we’re happy to offer store credit. Once the returned item is received, a gift certificate for the value of the item will be emailed to you.
PRICE MATCHING & ADJUSTMENTS
We will match any publicly advertised/listed price from another vendor.
If an item you purchased at regular price has gone on sale, we are happy to offer a price adjustment on qualifying items within 48 hours of the original purchase date.
If you have a discount code and forgot to use it at checkout, we regretfully cannot apply the discount post purchase. Please note that most discount codes are not valid on fine jewelry or sale items.
If your fine jewelry is damaged, please email firstname.lastname@example.org with the following information: your full name, email address, order number, and repair issue.
Shop cupcakes and cashmere will repair any breakage or other damage due to manufacturer defect at no charge within 6 months of the date you received your purchase. Repairs needed after 6 months (or deemed to be caused by customer misuse and not a manufacturer’s defect) will incur a repair charge at the customer's expense. Repairs will be assessed on an individual basis and may take several weeks to complete.
YOTPO PRODUCT REVIEWS
We love when customers leave reviews on our products because it helps us determine what you love, what you don't, and what we need to work on. When leaving a review, please remain respectful. Reviews that include profanity, rude commentary, or disrespectful/unnecessary comments will not be published. If you're reviewing a product, please refrain from reviewing shipping or courier (UPS, USPS) issues. If you have a customer service issue with shipping or receiving your order, please contact us directly at email@example.com and we would be happy to assist you.
Once you’ve subscribed to our email list you will receive an email with your unique code. When you subscribe to our SMS list, a text window will open up with an pre-filled message. All you need to do is press send, and after a few moments you’ll receive a text message with your promo code. Please keep in mind that these codes are one time use and cannot be applied to fine jewelry or final sale purchases.