FAQS
Orders
Do I need to create an account to make a purchase?
No, you do not need to create an account to make a purchase. However, creating an account allows you to save address information and payment details for faster checkout and track your orders easily.
I've forgotten my password, what should I do?
To re-set your password, please follow the 'Forgot Your Password?' instructions on the Sign In page.
What currency are your prices in?
All prices displayed are in US dollars. To change the currency, please use the circular flag button at the bottom left side of the screen to switch to your desired location. If we do not currently ship to your country, please contact services@ireneneuwirth.com.
Can I place an order from inside the US with international shipping?
Yes! Please use the circular flag button at the bottom left side of the screen to switch to the desired shipping location, and complete the transaction as though it is an international order. You may enter a US billing address there.
What if I need to change my order?
Please contact services@ireneneuwirth.com immediately if you need to change your order. Once we have shipped your order, we are not able to make any changes or cancellations.
What if I need to cancel an order?
If your order hasn’t shipped, please contact services@ireneneuwirth.com immediately.
How can I track the status of my order?
You will receive an email with your tracking information as soon as we ship your order. You may also sign into your account on ireneneuwirth.com and view your order fulfillment status.
What is your return policy?
For a full refund on a piece purchased on ireneneuwirth.com, a return request must be made within 24 hours of receipt. Any requests made after 24 hours will allow for exchange only and must be made within 7 days of receipt. All pieces will be subject to a quality control inspection, and the original packaging must be intact. We reserve the right to refuse a return or exchange if the item received is determined to be damaged or unsaleable. Alterations and special orders cannot be returned for exchange or refund. All international orders are final sale. All exchanges and purchases made using store credit are final sale.
For pieces purchased at one of our flagships, we allow for a 7-day exchange period, or store credit only.
Payment & Pricing
Do I need to create an account to make a purchase?
No, you do not need to create an account to make a purchase. However, creating an account allows you to save address information and payment details for faster checkout and track your orders easily.
Irene Neuwirth accepts all major credit cards, Paypal and Amazon Pay.
We take every precaution to protect the security of our clients and use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server.
Will I be charged sales tax on my purchase?
Sales tax will be automatically applied to your order based on applicable state and local sales tax laws and shipping destination. The terms contained herein are subject to change as taxation regulations continue to evolve. We monitor state and local tax laws to ensure compliance. Customer shall be responsible for compliance with applicable laws and regulations regarding payment of all use taxes, duties and other taxes and the declaration of goods in their state or country of residence. Your purchase may be subject to use tax unless it’s specifically exempt from taxation. For any purchase which does not collect sales tax, your state may require you to report such purchase and remit tax on a sales, use or individual income tax return. Forms and corresponding instructions may be found on your state website.
Are prices on ireneneuwirth.com subject to change?
Prices on ireneneuwirth.com are subject to change, and are calculated on a piece-by-piece basis.
How do I get an appraisal for my Irene Neuwirth merchandise?
We do not offer appraisals. For pieces purchased at our flagship or on the site, we can offer a Certificate of Authenticity upon request.
Shipping
How can I edit my shipping address?
If your order is shipping to an incorrect address, please contact services@ireneneuwirth.com right away.
What shipping service do you use?
We offer complimentary FedEx 2 Day Shipping on all orders or overnight shipping for an $85 flat fee. Orders can only be delivered within the United States and cannot be delivered to PO Boxes or APO/FPO addresses.
How much does shipping cost in the U.S.?
We offer complimentary 2 Day Shipping. Next Day Delivery is $85 and orders placed before 3:00PM EST Monday through Friday will be delivered on the following business day. Saturday delivery is also available at an additional cost.
How much does shipping cost outside the U.S.?
All international orders will process and ship within 3 business days and will be subject to shipping charges, taxes, customs, duties, and fees based upon the destination country and the item(s) ordered. The recipient of the shipment is the importer on record in the destination country and is responsible for all import fees. Applicable duties, taxes and fees will be collected at the time of checkout for your convenience. No additional fees will be due upon delivery. For high value orders over $75,000 shipping internationally, please email services@ireneneuwirth.com to arrange purchase and delivery. All other orders will be shipped fully insured via Fed Ex International. If you have any questions, please visit our Shipping & Returns page, email us at services@ireneneuwirth.com, or call us: +1 (310) 566-6660.
Will my items be safe in transit and delivery?
We insure all packages against theft and accidental damage while in transit. All orders require signature upon delivery. Once the package is delivered and signed for, we are no longer liable. Each piece of our jewelry is handmade and subject to an intensive quality control process before it is sent to you. We encourage you to inspect each package immediately upon receipt. Should you receive an item you believe to be damaged, please contact services@ireneneuwirth.com.
How fast is your shipping?
Orders shipping within the US are typically processed within 24 hours of receipt. Please allow up to 3 business days of processing time for international orders. We will contact you via email if there are any issues with your order. Orders shipping within the US that are placed Monday – Friday before 3 PM EST will be processed that day and ship within one business day. Orders placed on Friday after 3 PM EST or over the weekend will be processed on the following Monday. Once your order is shipped, you will receive your package in 2 days with our standard shipping option. If you need your order sooner, please select an expedited shipping option. We do not ship on the weekend or company observed US holidays (please see our Shipping and Returns page for a complete list.)
Do you offer overnight shipping?
We offer overnight shipping for orders within the U.S. You can select Next Day Air for $85 at checkout.
Do you ship to P.O. boxes?
We are unable to ship to P.O. boxes. If you entered a P.O. box as your delivery address, we will contact you for an alternative address. Please note any changes to your shipping address may delay delivery.
Can I have my purchase gift-wrapped?
All ireneneuwirth.com purchases arrive in our exclusive signature packaging. For any special requests contact services@ireneneuwirth.com and we will do our best to accommodate you.
My package is lost!
If your package has been lost in transit, please reach out to services@ireneneuwirth.com right away. After an order has been delivered to the correct shipping address and signed for, we cannot be held responsible for lost or stolen packages.
Stores
Do you have anywhere I can try things on?
Yes! If you are in Los Angeles or New York, please visit our flagship store at 8458 Melrose Place, West Hollywood, 90069, our store inside Capitol at the Brentwood Country Mart, which is located at 225 26th Street, Suite 38A, Santa Monica, 90402, or our New York flagship at 937 Madison Avenue, New York, 10021. If you are located in a different city, please visit our Stockists page to find a retailer near you.
Is in-store pickup available for items purchased online?
We offer in store or curbside pickup at our Melrose Place flagship for select items purchased online. Orders placed Monday – Saturday before 3 PM EST will be processed and available for same day pickup unless otherwise noted in the product's description. Orders placed after 3 PM EST will be available to pick up the following day. Orders placed on Saturday after 3 PM EST or on Sunday will be available to pick up on the following Monday. After your order is confirmed our Client Specialist will be in touch to confirm your pickup time. Please let us know if the name of the person picking up is different from the name on the order, as we will require a photo ID. For any questions about order placement or pickup, please email services@ireneneuwirth.com. You may also select "Reserve in store" on any product to have the piece pulled aside for you to try on.
Sizing
How do I know which size will fit me best?
We list measurements for each piece in the product description, but please contact services@ireneneuwirth.com for any additional sizing inquiries.
Does Irene Neuwirth offer resizing?
Yes, we offer resizing for select items. Please contact services@ireneneuwirth.com.
Jewelry Care
Your Irene Neuwirth jewelry is crafted to the highest standards. With proper care and consideration, it will last lifetimes.
How should I care for my jewelry daily?
Please handle your jewelry with care. Many stones are delicate and even diamonds can chip in unfortunate circumstances.
Remove jewelry when hand washing or if coming into contact with any abrasive cleansers or corrosive cleaning products to avoid permanent damage to precious metals, gemstones, or pearls.
Remove jewelry before high-touch or hands-on daily activities such as exercise.
Avoid direct exposure to high heat and extreme temperature changes.
Always check your clasp for a tight closure.
How should I care for my jewelry regularly?
To maintain the beauty of your jewelry, please clean your jewelry regularly. Have your piece professionally cleaned if your piece consists of emeralds, lapis lazuli, opals, pearls, turquoise, and/or several mixed stones. If your piece does not feature any of these stones, you may also clean your jewelry at home. We recommend using a small soft brush and lukewarm sudsy water, then rinsing in lukewarm water, and gently drying with a very soft cloth.
Please have your pieces checked, refreshed, and cleaned by Irene Neuwirth Jewelry annually.
We recommend re-stringing of Beaded Candy Necklaces as needed.
Always check the secure placement of gemstones in their settings. If you gently tap the side of the jewelry and hear a rattling sound, your stone is loose. If you wipe the piece of jewelry with a cloth and it is caught, your setting is loose. If you suspect that your stone or setting is loose, please contact services@ireneneuwirth.com for assistance.
How should I store my Irene Neuwirth Jewelry?
Each piece of jewelry comes complete with a fine quality storage bag and box. Please use these items to store your pieces.
For chains, please clasp and lay flat to avoid knotting.
Avoid storing pieces together in the same pouch to prevent scratches and dings.
How can I have an item repaired?
Please contact services@ireneneuwirth.com with the name of your piece, a photograph if possible as well as an explanation of the issue. We will contact you once we review your request.