FREQUENTLY ASKED QUESTIONS (FAQ)
ORDERS & ACCOUNTS
How quickly can I get my order?
If you select Standard Shipping, you'll receive your order within 7-10 business days if the merchandise is shown as in-stock. However, we also offer several Express Delivery options for an additional charge. View more information about shipping and delivery. If you need an item quickly contact our Customer Service Department and they will be happy to help you select a shipping option to get your order when you need it.
What if I forget my account password?
If you forget your password and need to modify or update information in your account, select the My Account section, and click the Forgot Your Password? link. When the Forgot Your Password page appears, type in the email address you used to create your account, and we will send you an email with your correct password.
How can I cancel or update an order I placed online?
To cancel or change an order, please send a message to our Customer Service department: customerservice@MOLJewelry.com
Can I track my order on your Web site?
Yes, you can track any order that you place through our website using the account you created at the time of placing the order. To track an order, browse to the My Account section, and click on the Order History for the order you want to track.
How does your site protect my privacy?
IP addresses are recognized of visitors, but their email addresses are not. Individually identifiable email addresses are not captured or stored unless they are provided by the visitor. Persons who communicate with Abernook, and supply us with an email address, may receive future communications by email. If you do not wish to receive email messages, you may remove yourself from the mailing list at any time by selecting Remove from Email List at the bottom of most pages on the site. Be assured that your email address will NOT be sold or disclosed to any other parties. View our privacy policy for more information.
How can I return or exchange an item I purchased?
In most cases, we can replace a gift, issue a gift certificate or refund the credit card used for its purchase if you follow the procedures on our
Returns Page.
We do not accept returns for an item has been personalized or engraved. If there was an error in the personalization process, the item will be reshipped.
We do not refund shipping fees. We do not refund personalized poem cards. We do not refund/return customized bracelets.
You can find all the information about returns or exchanges on our
Returns Page.
What's your guarantee?
Abernook stands behind every product that is sold through our catalog and website. If for any reason you are not satisfied, simply contact us to make arrangements to return it within 30 days and we'll replace it or refund the cost of the item, whichever you prefer.
PRODUCTS & INVENTORY
What is the Availability of Abernook Products?
Our inventory system is continuously updated. However, if for some reason we are out of stock on an item, it may be temporarily taken off the system or an OUT OF STOCK message will appear.
Many of our items are supplied to us in limited quantity because of the product uniqueness and availability levels. If there was a product that was taken off of the website, you may contact us at customerservice@MOLJewelry.com. A similar item may be or become available in which case we can contact you. Many of our items are designed in limited editions.
If a product you ordered is on backorder, our ordering department will contact you to let you know when the product will be available for shipping.
Some products are shipped directly from the distributor or manufacturer. These items can not be gift wrapped.
Products that we are out of stock on and will not be getting additional stock of will be taken off of the website.
SPECIAL PROMOTIONS
How can I use my SPECIAL PROMOTION CODE?
Special promotion codes can be used during checkout. You will be asked for a Promotional code during the checkout process. By signing up to receive MOLJewelry.com emails, you may receive sale announcements, promotions or free shipping announcements. Each promotion will have a PROMOTION CODE which you will need to enter prior to final checkout. Calculations and discounts will be applied on the final invoice.
Can I redeem a gift certificate when ordering online?
Yes, you can. The final page of the checkout process has a place where you can enter your gift certificate number and the amount you would like to redeem.
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