FAQs

Orders

Shipping

Delivery

  • Route Protected Orders

    What is Route?

    Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout. You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

     

    Where is my order?

    Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

     

    How Does Route Work?

    If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

    Need to file a claim? File here

     

    How Does Route Process Refunds or Reorders?

    Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

    Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

     

    When should I file a claim?

    Marked As Delivered (Stolen)

     

    • •Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered

     

    Stuck In Transit (Lost)

    • •For domestic orders with an Estimated Delivery Date, claims will be reviewed no earlier than 2 calendar days from Estimated Deliver Date. The maximum filing time is 60 days from the order date.
    • •For domestic orders with no Estimated Delivery Date, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
    • •For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

     

    Damaged

    • •Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

    All of Route’s policies are listed here

     

    What if My Order Never Arrives or is Stolen?

    Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout.

    If your order has not arrived, please file a claim with Route here

     

    What if My Order Arrives Damaged?

    Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.

    If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.

    You can file a claim with Route here

    If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at hello@amyojewelry.com and we will be happy to work with you to remedy the situation.

     

    How Do I File a Claim for my Lost, Damaged, or Stolen Order?

    If you your order has Route Protect, you will receive a confirmation email from Route with a link to file a shipping issue.

    You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

  • Tracking is not updating

     

    If you have not received your package PAST the days stated in our delivery days chart, Email us at hello@amyobridal.com.

    If you need this urgently, you must place a new order with FedEx 2-Day Express and return your original order once you receive it.

    The average delivery time:

    State Estimated Delivery Days
     AE  7-9 Days
    AK 4-7 Days
    AL 4-8 Days
    AR 4-6 Days
    AZ 4-6 Days
    CA 4-6 Days
    CO 4-6 Days
    CT 4-6 Days
    DC 4-6 Days
    DE 4-7 Days
    FL 4-6 Days
    GA 4-6 Days
    HI 4-6 Days
    IA 4-6 Days
    ID 4-6 Days
    IL 4-6 Days
    IN 4-6 Days
    KS 4-6 Days
    KY 4-6 Days
    LA 4-8 Days
    MA 4-6 Days
    MD 4-7 Days
    ME 4-6 Days
    MI 4-6 Days
    MN 4-6 Days
    MO 4-6 Days
    MS 4-6 Days
    MT 4-6 Days
    NC 4-6 Days
    ND 4-6 Days
    NE 4-6 Days
    NH 4-6 Days
    NJ 4-6 Days
    NM 4-6 Days
    NV 4-6 Days
    NY 3-6 Days
    OH 4-6 Days
    OK 4-6 Days
    OR 4-6 Days
    PA 4-6 Days
    PR 4-11 Days
    RI 4-6 Days
    SC 4-6 Days
    SD 4-6 Days
    TN 4-6 Days
    TX 4-6 Days
    UT 4-6 Days
    VA 4-7 Days
    VT 4-6 Days
    WA 4-7 Days
    WI 4-8 Days
    WV 4-6 Days
    WY 4-7 Days
  • My tracking says delivered, but cannot find my package

    Occasionally packages may show as 'delivered' but could take additional 24 hours (business days).

    Also a lot of times your usual “mailman” is not the person making the delivery and so they may not drop it off at your usual package spot or may deliver to your neighbors house by accident.

    If these are not the case, we strongly recommend contacting USPS ASAP and letting them know the tracking says delivered and that the item has not been delivered.

    You can reach out to our support team at hello@amyobridal.com and we can assist in filing a lost package claim. Unfortunately, we are not responsible for lost or stolen packages after the packaged was marked as delivered.

Returns & Exchanges

  • Why did I not receive the full refund?

    We charge a $3 restocking fee for orders that received free shipping. For those who paid more for shipping, the shipping has been processed, so the shipping amount was deducted from the overall total.

  • What if I do not have the exterior original packaging?

    If you no longer have the box or padded envelope your package was shipped in, please make sure to ship it in packaging that will prevent the item from incurring damage during transit. All individual pieces must be returned in the original packaging and manner it was received.

  • What if I do not have the original receipt?

    Please print out your order confirmation email and include it with your return. This helps us identify and process your return efficiently.

  • Does a back pendant count as a made to order item?

    Back pendants are considered handcrafted and must be returned unworn, in its ORIGINAL packaging with receipt, and in the same condition it was received within 7 days of delivery.

  • What is your current return policy?

    We have a 14 day return policy. Please note we need to receive your returned piece back at our studio by the end of these 14 days. Please make sure that all items are in its original packaging. Kindly note that Amy O has the right to deny a return should it show signs of wear.

    Custom-Made/ made to order items, including headpieces, body chains, and most necklaces (noted in the description) are all handmade to order and cannot be returned. Returns will be processed in 3-5 business days.

    See return instructions

Made to Order

Back Necklace