Customer Service & Jewelry Care

 

You are important to us. We value your feedback and want you to enjoy your purchase. If you have a question or comment, please email us: info@emmytrinh.com. 

RETURNS

We want you to be happy with your order! If you are not satisfied, simply email us at customerservice@emmytrinh.com within 7 days of receiving your item. We will email you a Return Authorization form to ship with your order. Once we receive your return, we will issue you a refund back to your credit card or PayPal. If you purchased your jewelry from a store, please refer to their return policy. 

The merchandise must be sent back in its original condition, unworn, and in its original packaging. Used or worn merchandise cannot be returned unless it is defective. Sale items are final sale and, therefore, cannot be returned or exchanged.

For your protection, please pack your return item securely, return your order with an insured trackable courier, and retain your receipt. We are not responsible for items damaged or lost in transit. Please include a printed copy of your return authorization form (we will email this to you) in your shipment. When we receive your return, we will process accordingly. Unfortunately, shipping costs are non-refundable. Items returned without a proper return authorization code will be refused.

REPAIR POLICY

We will repair jewelry purchased directly through EMMYTRINH.com within reason. Please email info@emmytrinh.com and request a repair tracking number (RTN). Items purchased from a retailer must be returned to the store where the item was purchased for repair. 

  • Less than 6 months after purchase is free.
  • More than 6 months is subject to a repair fee. *Fee is contingent upon material availability and nature of the repair.

Due to the seasonal nature of our designs, we may not be able to replace certain components required to repair older designs. Under these circumstances, we will find a way to meet your needs and discuss alternative options at that time.

JEWELRY CARE

Each piece of Emmy Trinh Jewelry is handcrafted and requires delicate handling. Please follow our recommended care to extend the life of the jewelry so you may continue to enjoy it for years to come. Since oils from your skin can transfer to the metal, your metal jewelry should be cleaned periodically to brighten up your piece.

Jewelry Care 101

  • Avoid wearing jewelry in the shower, ocean, swimming pools, natural hot springs, etc.
  • Natural stones may be delicate. Please wear with care
  • After each wear, gently wipe off makeup and oils with a soft jewelry cloth and store in an air-tight plastic or ziplock bag
  • Jewelry should be stored separately from other jewelry to prevent scratches
  • Apply lotion, make-up, hair spray, and perfume prior to putting on your jewelry
  • Remove jewelry when doing household tasks and/or other strenuous activities
  • Do not store jewelry in temperatures with excessive heat or cold 
  • Do not wear jewelry to bed to prevent bending, or breaking; either way, it's uncomfortable 
  • Store jewelry away from direct sunlight since the sun may fade some gemstones
  • Protect jewelry from abrasive materials, sharp blows, chemicals, extreme temperatures

Cleaning Gold Filled & Sterling Silver Jewelry

Chains and metals will get dirty over time from the oils transferred from our skin. 

For best practice, remove your jewelry prior to bathing and bed. Polish your piece gently with a jewelry cloth or soft cloth, nothing abrasive. 

For deeper cleaning: Using a couple drops of mild dish soap, prepare a small bowl of warm suds and soak each piece for a few minutes. If required, choose an extra-soft baby’s toothbrush to gently brush select areas that have collected stubborn dirt. *Please take care to brush gently. When clean, rinse under warm running water, and pat dry with a soft, lint-free cloth or towel. Be sure it is completely dry prior to storage.

*Oxidized/Darkened Sterling Silver: DO NOT use silver polish or dip-style cleaning solutions. These agents will remove the antique oxidation that we intentionally apply to our pieces to give them their distinctive dark aesthetic. Please see information below.

Bronze Jewelry

Like Silver, Bronze will naturally oxidize / tarnish over time. Our bronze pieces are coated with jewelers wax to protect from tarnish and discolouring of skin. Depending on your skin's pH and jewelry care, the coating will naturally wear over time. The patina of aged bronze is beautiful and unique. 

For best practice, remove your jewelry prior to bathing and bed. Avoid long term wear and exposure to humidity. Polish your piece gently with a jewelry cloth or soft cloth, nothing abrasive. 

For deeper cleaning or to brighten up your bronze piece: polish with a jewelry cloth, toothpaste, or try these tips to see what works best for your piece.

How to Cleanse the Stones Energy

Stones carry energy within them (learn more here). Sometimes these energies become less powerful and need to be re-charged. Here is one method of purification:

Moonlight method: Place stones on a window sill (inside your home) or near a window under moonlight for 2 hours. Wipe with a soft cloth. 

Oxidized Sterling Silver Jewelry

Our sterling silver chains have been oxidized for a dark, matte finish. Darkened/Oxidized silver will also brighten with wear, polishing, if worn in the shower, ocean, chlorinated pool, etc. We DO NOT recommend silver polish or dip-style cleaning solutions, which will remove the antique oxidation that we intentionally apply to our pieces to give them their distinctive look. 

Please contact customerservice@emmytrinh.com if you wish to arrange for an item to be re-oxidized for a small fee. 

Storage

Store each piece in a small plastic air-tight bag to prevent tarnishing and reduce tangling. Keep in mind, pearls & opals, etc. need to breathe and should be kept in a cloth bag. Store in a jewelry box.