FAQs
Orders
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I need to change my address or an item from my order
If you would like to make changes to your order please email us at hello@amyobridal.com as soon as possible. Requests must be made before 9 AM EST. Please include your order number and the details on the change.
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I need to cancel or edit items in my order
You can cancel/edit your order within 12 hours since order was placed. To cancel/edit items to your current order, we will need to cancel and refund the original order. Then we load your shopping cart with all the original items.
There are 3 places you can cancel/edit your order. You can do so on the Order Confirmation Page, Account Details and on your Order Confirmation Email (Bottom of the Email).
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I received the wrong or damaged item
If you've experienced any issues with a product we're here to help! All requests including International orders please submit here:
START WARRANTY REQUEST -
I am missing an item from my order
Check your order slip to see if the item quantity is not "0". If the item is "0" your item is on back order. If there is a quantity, please send an email to hello@amyobridal.com.
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I forgot to apply my discount code to my order
Email hello@amyobridal.com with the Order number in the subject. Include the discount you forgot to apply in your email and we will apply the discount to your order. **Please note only one discount code may be applied per order.
Shipping
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Do you ship internationally?
Yes we do! Check out our Shipping page for more information!
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Return to Sender/Package refusal
Your shipping address was insufficient. You must wait for us to receive your package, please email us at hello@amyobridal.com with your order number and verify your address.
Delivery
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Route Protected Orders
What is Route?
Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout. You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Where is my order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
When should I file a claim?
Marked As Delivered (Stolen)
- •Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
Stuck In Transit (Lost)
- •For domestic orders with an Estimated Delivery Date, claims will be reviewed no earlier than 2 calendar days from Estimated Deliver Date. The maximum filing time is 60 days from the order date.
- •For domestic orders with no Estimated Delivery Date, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
- •For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
Damaged
- •Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout.
If your order has not arrived, please file a claim with Route here
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at hello@amyojewelry.com and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you your order has Route Protect, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
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Tracking is not updating
If you have not received your package PAST the days stated in our delivery days chart, Email us at hello@amyobridal.com.
If you need this urgently, you must place a new order with FedEx 2-Day Express and return your original order once you receive it.
The average delivery time:
State Estimated Delivery Days AE 7-9 Days AK 4-7 Days AL 4-8 Days AR 4-6 Days AZ 4-6 Days CA 4-6 Days CO 4-6 Days CT 4-6 Days DC 4-6 Days DE 4-7 Days FL 4-6 Days GA 4-6 Days HI 4-6 Days IA 4-6 Days ID 4-6 Days IL 4-6 Days IN 4-6 Days KS 4-6 Days KY 4-6 Days LA 4-8 Days MA 4-6 Days MD 4-7 Days ME 4-6 Days MI 4-6 Days MN 4-6 Days MO 4-6 Days MS 4-6 Days MT 4-6 Days NC 4-6 Days ND 4-6 Days NE 4-6 Days NH 4-6 Days NJ 4-6 Days NM 4-6 Days NV 4-6 Days NY 3-6 Days OH 4-6 Days OK 4-6 Days OR 4-6 Days PA 4-6 Days PR 4-11 Days RI 4-6 Days SC 4-6 Days SD 4-6 Days TN 4-6 Days TX 4-6 Days UT 4-6 Days VA 4-7 Days VT 4-6 Days WA 4-7 Days WI 4-8 Days WV 4-6 Days WY 4-7 Days -
My tracking says delivered, but cannot find my package
Occasionally packages may show as 'delivered' but could take additional 24 hours (business days).
Also a lot of times your usual “mailman” is not the person making the delivery and so they may not drop it off at your usual package spot or may deliver to your neighbors house by accident.
If these are not the case, we strongly recommend contacting USPS ASAP and letting them know the tracking says delivered and that the item has not been delivered.
You can reach out to our support team at hello@amyobridal.com and we can assist in filing a lost package claim. Unfortunately, we are not responsible for lost or stolen packages after the packaged was marked as delivered.
Returns & Exchanges
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Why did I not receive the full refund?
We charge a $3 restocking fee for orders that received free shipping. For those who paid more for shipping, the shipping has been processed, so the shipping amount was deducted from the overall total.
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What if I do not have the exterior original packaging?
If you no longer have the box or padded envelope your package was shipped in, please make sure to ship it in packaging that will prevent the item from incurring damage during transit. All individual pieces must be returned in the original packaging and manner it was received.
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What if I do not have the original receipt?
Please print out your order confirmation email and include it with your return. This helps us identify and process your return efficiently.
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Does a back pendant count as a made to order item?
Back pendants are considered handcrafted and must be returned unworn, in its ORIGINAL packaging with receipt, and in the same condition it was received within 7 days of delivery.
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What is your current return policy?
We have a 14 day return policy. Please note we need to receive your returned piece back at our studio by the end of these 14 days. Please make sure that all items are in its original packaging. Kindly note that Amy O has the right to deny a return should it show signs of wear.
Custom-Made/ made to order items, including headpieces, body chains, and most necklaces (noted in the description) are all handmade to order and cannot be returned. Returns will be processed in 3-5 business days.
Made to Order
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How long does it take to receive a custom made-to-order piece?
Processing time will be noted on the listing as crafting time for made-to-order pieces may vary.
Back Necklace
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I want to wear my own front necklace, can I just buy the back?
Yes you can wear your own necklace, but you must purchase a front chain with the back necklace. The front chain will fit snug around your neck and the back pendant will clip onto our chain.
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Do I have to wear a waist chain?
A: For Back Pendants longer than 10in (25cm), you must wear a waist chain. This design prevents your back pendant from swinging and will keep it straight! The waist chain is VERY thin (1mm thick) and will have several extensions for adjustments.
Please provide the exact waist circumference (measure around your belly button) and NOT the desired length.
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For the shorter layer or choker, will there be room for adjustments? I don't like to wear them tight.
A: Both front necklaces will have extensions for you to adjust. Please provide the accurate neck circumference (measure at the base of the neck)and NOT the desired length.
Don't worry, we know what will fit you best!
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For the Front Necklace, can I wear one necklace and not the shorter layer?
A: If you want your front necklace to lay below your collar bone, you must wear a shorter layer as well. The back pendant will clip onto the shorter front layer (that will fit snug around your neck). Without the shorter layer, the Back Pendant would pull the front necklace up.
NOTE: This does not apply to U-Drape or Y-Back Necklaces.