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Worldwide shipping ✨ Ethically crafted by artisans
Worldwide shipping ✨ Ethically crafted by artisans

Customer Care

We are fully committed to keeping you happy. If you have questions about an item or an order you recently purchased, you can:

We respond Mon-Mon within 24 hours and we are actually humans, not bots 😉

You are free to share any good or bad experience on our social media, yet please bear in mind that we are a small business working hard to support the lives of our artisans. Haters are not welcome.

FAQs

SHIPPING

Where are you located?

We are an e-commerce marketplace that ships our products worldwide. Our headquarters is located in the Netherlands. However, we do not have a physical store.

Where do you ship from?

Our products are handmade and shipped directly from our artisans in India, Kenya, Malaysia, Thailand, Indonesia, Israel, Mexico, Argentina and more countries.

Do you ship to my country?

We ship worldwide. Shipping times and restrictions vary based on where you are located.

How long does it take the order to arrive?

All items are handmade and shipped by the artisans. Overseas orders take upto 2-3 weeks to arrive.

US orders placed to artisans in Mexico take upto 5 days.

We know you want get your orders faster and we are currently working hard on allocating a storage warehouse in US and EU. This will bring down the estimated time deliveries to 1-2 days! We are hoping to launch this upgrade by 2021. Until then, we appreciate your patience 🙏

How can I track my order?

You can now track the status of your order here.

On first time orders, you have received an account activation email. Click on 'Activate' to access your account details and order tracking. Did you not receive this email? It is probably in your spam or other inbox.

For regular customers, once your order is fulfilled the tracking number link will show on your 'Order Details' page.

Still not working? Email your order no. and we'll do it for you 😊

Why aren't my tracking details available?

It's very rare for fulfilled orders to miss the tracking number link. If this is your case, please drop us a mail with your order number. We will follow up with the artisan to check for your status update.

Yeah… I don’t get all this, just tell me where my order is.

Happy to do so! Send your order number to support@discovered.us

ORDERS & RETURNS

AS A GENERAL RULE, PLEASE NOTE WE WILL ONLY TAKE REQUESTS FOR RETURNS & REFUNDS IF THE ORDERED ITEM IS RECEIVED DAMAGED OR DIFFERENT THAN THE ACTUAL ORDER UNTIL 5 BUSINESS DAYS AFTER THE DELIVERY DATE. ONCE THIS TERM HAS LAPSED, THE ORDER IS DEEMED TO BE DELIVERED CORRECTLY AND IN GOOD SHAPE.

Change Incorrect Shipping Address

If you placed an order with an incorrect shipping address, please email us with your order number and the correct address.

Claim Replacement / Refund

ALWAYS contact support@discovered.us first to file for a claim before returning.

In case you have received a damaged or faulty item, please send us clear pictures of the product, order number and complaint to support@discovered.us

Please expect a solution within 2-3 business days. If damage is proven, we will provide you with a replacement or refund up to our discretion.

Received the wrong size

Note all our items are in US standard sizes. For rings, please go to "Size Guide" tab on the product description.

Ping us on Facebook or Instagram if you are in doubt.

If the artisan sent you a different size than what you have ordered, you can claim for a full refund or the same item in the correct size (upon availability).

If the artisan has sent the right size, we can replace the item yet this will incur additional costs.

Please contact us at support@discovered.us to work out the best solution.

Import Tax / Duties to be paid on Arrival

Our deliveries are usually free of import tax/ duties. This may differ between countries. If it applies, we will notify you prior to shipment. You will have the choice to get a full refund or pay the additional costs.

My question is not listed ☹

Mail us support@discovered.us, send us a PM on Facebook or DM us on Instagram. For COVID related questions, please go here.

 

We are here to help you.
♥︎