Frequently Asked Questions
Orders
We accept all major credit cards, as well as PayPal and Apple Pay.
E-mail us at contact@colibrigold.com and we’ll happily assist you with any questions.
For ready to ship pieces, please allow 1-2 business days for processing, plus shipping time. For made to order pieces, please allow 10-15 business days for processing, plus shipping time.
Please read specific product descriptions and details before ordering.
Orders placed on weekends and major holidays will be processed the next business day. We do not deliver on weekends or holidays.
During peak and holiday seasons, there may be processing and shipping delays.
Read more on our Shipping Details page.
Please email us at contact@colibrigold.com with your order number within 24 hours, and we’ll try our best to accommodate your request.
If your order hasn’t shipped, we can edit the shipping address. Email us at contact@colibrigold.com with the updated address as soon as possible.
Click “Track My Order” in your shipping confirmation email, or log into your account on colibrigold.com. Please note that it can take 1-2 business days for a tracking number to show movement.
Shipping
All orders (not including pre-orders and custom pieces) usually are delivered within 5-7 business days of receiving your shipping confirmation email.
**All Pre-Order and custom pieces are made to order and our team of craftsmen needs time to handcraft it for you. Depending on the design ordered, the timeline can range from 1 week to 6 weeks for completion. If you need it by a specific date please reach out to us with your desired delivery date and we will confirm if it’s doable.
For orders within the continental US:
FedEx 5–7 business days: 15 USD
FedEx 5–7 business days (orders over $300): Free Shipping
We use only premium shipping companies. Your order will be delivered with FedEx or DHL.
All of our items are 100% insured through FedEx.
For security reasons, we are unable to ship to PO or APO/FPO boxes. Please be sure to enter a physical mailing address at checkout.
All orders totaling under $1,000 will not require a signature upon delivery. Personalized pieces and orders of $1,000 or more may require a signature upon delivery.
Yes, we ship to the countries below.
North America: Canada, U.S.A.
Asia: Japan, Hong Kong, Singapore, South Korea, Taiwan
Europe: France, Netherlands, United Kingdom, Belgium, Spain, Germany, Sweden, Denmark, Switzerland, Ireland, Greece, Norway, The Czech Republic, Poland
GCC: Bahrain, United Arab Emirates, Saudi Arabia
Oceania: Australia, New Zealand
For international orders, customers may be responsible for import duties, depending on the country in which they reside. You may contact your customs office for additional information. There can be occasional customs or carrier delays that may affect delivery time, which unfortunately is beyond our control.
From our workshop located in European Union, Romania.
Absolutely. All of our jewelry will be delivered to you in a shipper box via FedEx that won’t show it’s from Colibri, the Colibri packaging experience will be ready for you inside.
If you think your package is lost, email us at contact@colibrigold.com right away with your order number and we’ll try our best to help resolve the issue. Please note that Colibri is not responsible for lost or stolen orders once they are marked “Delivered” by the carrier. Be sure to check with your neighbors or the building front desk to see if they may have your package.
Returns
Your happiness is important to us. If you’re not satisfied with your purchase, we offer a return on all orders, within 15 days of your delivery date. You can return for store credit, a different product, or a refund to the original payment method. All returned items must be in unaltered condition to be accepted.
We will determine if the piece is eligible for a full refund once it arrives back to us. Depending on the condition of the returned item, there may be a 20% restocking fee (i.e. if it’s been damaged or clearly worn).
Custom orders, custom and half-sized pieces, and engraved items are final sale and cannot be returned or exchanged.
We do not accept partial returns for single products i.e. only returning a chain or a pendant from a necklace purchase.
Please be advised that once the product has been shipped, we do not refund shipping costs.
To process a return or exchange, please visit HERE.
Yes, you can directly exchange via our returns page HERE. Custom orders, custom and half-sized pieces, and engraved items are final sale and cannot be returned or exchanged.
Returns are typically processed within 3-5 business days of their arrival at our studio. Once our team has processed your return, you will receive a refund confirmation email. Refunds will be issued to the original form of payment. Refunds are generally posted to bank accounts within 2-3 business days. Depending on the condition of the returned item, there may be a 20% restocking fee (i.e. if it’s been damaged or clearly worn).
Please note that we are unable to refund shipping costs.
Products & Materials
GOLD AND PLATINUM JEWELRY
Most gold and platinum jewelry can be maintained with a non-abrasive cleaner. Please be sure to avoid exposing gold jewelry to household bleach or harsh chemicals, which will quickly cause gold to discolor and possibly disintegrate.
GEMSTONE JEWELRY
Protect your jewelry from impact against hard surfaces and avoid contact with abrasive surfaces. Although not common, diamonds can chip if hit with enough force or at just the right angle.
*It is important to remember extreme temperatures, perfumes, cosmetics, ultrasonic cleaning, and household chemicals can damage jewelry.
Jewelry storage is important as well. Between wearings, we recommend that you place it back in its original case or another suitably lined box or pouch.
Take a glance at our ring size chart. You can also go to www.findmyringsize.com, and in just a few seconds you can find out the exact size. If you are still unsure, please visit a local jeweler.
All of our yellow gold pieces are made with 14k solid gold (not plated or filled). Learn more here.
Yes, all Colibri jewelry purchased on colibrigold.com comes with a one-year manufacturer warranty. Our jewelry is made with a paramount attention to detail and the highest quality materials.
If you experience damage to your design due to manufacturing, please contact us at contact@colibrigold.com. If a manufacturing issue is found, we will repair the damage or replace the item without any fees. Our manufacturing warranty does not include product loss, theft, damage, or loss caused by a failure to obtain the repairs required to preserve the integrity of the jewelry.
Please know, if taking your piece to an outside jeweler for repairs or adjustments, the Colibri warranty will be voided. Colibri is not responsible for lost or stolen items once declared ‘Delivered’ by the delivery service. We also recommend that you maintain independent insurance coverage for your jewelry to help cover loss or theft.
Please note that most Colibri pieces are handmade and may have attributes that vary slightly from what is portrayed on our website. These are not defects and will not be repaired.