Shipping & Returns

SHIPPING POLICY

PROCESSING & DELIVERY TIMES

Once we receive your personalized order we start working on your items, the production time is 14 days and it isn't included in the shipping time frames.

We will ship your order to the shipping address that you supplied at the checkout. If your shipping address is different from your billing address, please specify this during checkout.

When your order ships, you will receive a Tracking email. You will be able to track your order by following the link at the email. If you created an account with us, you will be able also, to track your order by logging into your online account.

Shipping dates are based on business days and they do not include weekends and holidays.

* Keren Wolf Bridal accessories are each made-to-order. Orders may take up to 28 business days depending on available parts and the level of labor intensity for the purchased item/s.

INTERNATIONAL SHIPPING

International orders may be subject to additional shipping fees based on the destination country's taxes, tariffs, and duties. These fees are not associated with Keren Wolf OnLine LTD. Payment of any duties and import taxes is the responsibility of the recipient, and these fees are collected at the time of delivery. For further questions regarding customs please contact your local customs office. If your country is not available to ship to, please email customerservice@kerenwolf.com and we will assist you with your purchase.

RETURNS

Free shipping policy
In a case you choose not to keep the items, for any reason it may be, we give you the option to return them by free shipping via DHL only, within 31 days from recipient.  All you have to do is e-mail us to customerservice@kerenwolf.com with all your order information and we will send you our account number at DHL for shipping on our expense. In order to get a full refund, all items must be in their entirety, with safety sticker on.
Please note, after 48 hours the form recipient, your account will be credited, less any shipping costs, within 5 business days of return receipt. You will be emailed a return confirmation at that time. All refunds will be issued in the same form as original payment.

We accept requests for return or exchange within 31 days of receiving the order. All returns must be unused and in original condition. Please email us at customerservice@kerenwolf.com with your order information and a brief reason for your return/ exchange and we will provide you with a return authorization number.  Keren Wolf reserves the right to deny unreasonable repairs / returns/ or exchanges. Shipping fees must be paid for by the customer. Please return to the following shipping address: Please get the address from customerservice@kerenwolf.com 

If there was a mistake on the part of Keren Wolf, or in the case, an item was faulty or damaged, you will be reimbursed for both delivery and return shipping charges. Keren Wolf is not responsible for any return packages not received. Please note that we do not accept liability for shipping loss or damage of returned goods. We cannot refund international duties and taxes. For more information on reclaiming international duties and taxes, please contact your local customs bureau.

Bare in mind all sale items are final sale and cannot be returned or exchanged.

Keren Wolf Return Policy for Items purchased in the Bridal Collection

You can exchange or return items purchased from the bridal category up to 14 days after the day you received the item. The item must not have been used and must be in its original condition. Items that have been used will not be eligible for exchange or refund and customers will not be given the money back.

All you have to do to receive a full refund is contact our customer service department (by email only). Please write in the email that you would like a refund and place the order number in the mail as well.

After a few days, you will receive an email with a mail label for the refund of your order. Please print the label, wrap up the item and place the label on the box and leave it with any UPS location you choose.

Returns must be stamped by UPS within 7 days of the date that the return label was issued to you.

All bridal hair accessories are handmade. Delivery time is two to three weeks from the date that order payment is complete. (There may be instances when we can deliver your order before the usual delivery time.)

You will receive an email confirmation of your refund within 48 hours of the item being delivered to our US warehouse. All refunds will be issued in the payment method that was used in the original purchase.

We would appreciate if you could let us know the reason for the return as it will help us improve.

BRIDAL ACCESSORIES - CARE INSTRUCTIONS

Keren Wolf jewelry and accessories are meticulously handcrafted by skilled gilders and expert artisans, using the highest quality Swarovski crystals, 14K gold and silver plating, pearls, silk and leather.

Care Instructions

We recommend that customers remove jewelry before going to bed or participating in physical activity. Exposure to certain harsh chemicals or environments will result incompromising the integrity of your jewelry. This includes, but is not limited to the following:perspiration, perfumes, cleaning agents, chlorine, salt water, and silver polish.

Each item is carefully designed and created with quality materials and detailed workmanship.

We believe that on one of the most important days of your life you need quality and service at the highest level and that is what we are committed to.

We recommend that you keep your item in the original Keren Wolf box it came in. Make sure the area you are keeping the box in is dry and free of moisture.

Avoid chemical contact with the accessory (perfumes, creams, hair products etc.)

Please feel free to email us at customerservice@kerenwolf.com or call us +1(844) 275-3736 with any questions or concerns you may have up until the day of your wedding and even after, should you need it.

Do not forget to show us how you wore your item on your special day. If you choose to share any pictures on social media share it with the hashtag #kerenwolf so we can see how great you looked.

Cleaning Your Jewelry

Pour a small amount of mild soap into lukewarm water and use a small, soft toothbrush to clean your jewelry. Toothbrushes are ideal for cleaning jewelry with intricate details, which can otherwise be difficult to clean. If the dirt is hard to remove, soak the jewelry in cleanwater. This particular cleaning method should not be used to clean jewelry with cultured freshwater pearls. A silver-polishing cloth is a great tool to make your sterling silver jewelry shine again if the pieces have become dull. However, it will not remove scratches.

Storing Your Jewelry

Jewelry should be stored away from natural sunlight and heat, in a protective (lined)jewelry box or a tarnish-resistant pouch. It can also be stored in a plastic zip lock bag made of Mylar or polyethylene. Never use polyvinyl plastic bags, such as trash can liners as they contain sulfur compounds, or rubber containers which willmake sterling silver tarnish faster and possibly turn black. Do not store your jewelry in the bathroom.

Please note that our KEREN WOLF white gift boxes are not made for long-term storage asthey are not airtight and tarnishing will occur over time.

Annual Service Gold and silver are soft metals and become worn with use. This is true for all genuine jewelry. Depending on the degree of use, it is recommended that your jewelry be inspected at least once a year by a goldsmith. In particular, it is important that clasps, mounts, and soldering are checked.

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