GENERAL QUESTIONS
Every piece is made to order, so we don't offer refunds. Unworn items in their original packaging may qualify for store credit toward an exchange, and we review each request case by case. Submit your request through your Customer Portal within 14 days of delivery, and wait for our approval before shipping anything back.
Custom, engraved and personalized items can't be returned or exchanged. The same goes for final sale and clearance pieces, anything worn, anything bought with a discount code or during a sale, and requests made more than 14 days after delivery.
Once your return is approved, you have 14 days to ship it back at your own cost, or the return is closed. Approved returns carry a 25% restocking fee, and shipping costs aren't credited. Please allow up to 10 days after we receive your item for us to inspect it and add store credit to your account.
Our 60-day limited warranty covers craftsmanship defects, like a charm falling off, a jump ring opening or breaking, a broken clasp, or missing or loose hardware. It doesn't cover tarnishing, normal wear, snags or pulls, chemical exposure, loss or theft, or repairs by anyone else.
Email hello@fablelaneshop.com within 60 days of delivery with your order number and clear photos of the defect. If we approve your claim, we'll send a replacement or ask you to return the piece for repair, and we cover shipping on replacements. Please reply within 14 days of our request so your claim stays open.
We start gathering your charms right after you order, so we can't cancel orders once they're placed. If you need to add or remove something, email hello@fablelaneshop.com as soon as you can, before your order is assembled.
We can't adjust past orders when a promotion starts after your purchase or ends before your purchase.
BUILDING YOUR PIECE
As many as you'd like, as long as there are enough links on your chain. We love an odd number (1, 3, 5, 7, 9 or 11) because it keeps one charm in the center and the whole piece balanced.
Every charm is labeled mini, small, medium or large. You can stick with similar sizes or mix in a few of each, and your largest charm looks best in the center.
Yes. List your order in the cart notes from left to right, as if you're looking at the necklace on someone (for example: star, football, 25, helmet, B). We can't make changes once your piece is assembled.
Yes. Ask for a photo preview in the cart notes and we'll email one over. Reply within 24 hours with any changes, or our designer will move ahead with assembly.
Necklace chains come in 16" or 18", and most include a 2" extender. Bracelet chains come in 7" or 8", and most include a 1" extender. Measure your wrist or a favorite bracelet before you order so you get the right fit.
Yes. Each charm comes with an open jump ring, usually 5 or 6 mm, that you can attach with a small pair of pliers. Those rings may not fit every chain style, so extra jump rings are available in our shop.
Yes, with a small pair of pliers. Every charm hangs on an open jump ring, so you can add, remove or rearrange charms anytime. They don't clip on and off.
SHIPPING & HANDLING
Every piece is put together by hand after you order, so please allow 5 business days before it ships. Holidays, sales and launches can add a few extra days.
Upgraded shipping speeds up delivery but not production. Your piece takes the same time to put together, then ships with the method you chose.
Most U.S. orders arrive within 7–10 business days after they ship. You'll get a tracking email as soon as your order is on its way. Carriers don't guarantee delivery dates, so every date is an estimate.
Standard shipping is free on orders over $100.
Please double-check your address at checkout. Once your label prints, the address can't change, so email us right away if you spot a mistake.
Give it a few days and check with your neighbors, since packages sometimes land at the wrong door. If it still hasn't turned up, file a missing mail search with the carrier, then email us so we can check whether it qualifies for a shipping insurance claim. Insurance claims can't be filed until 20 days after the ship date, and we aren't responsible for packages lost or stolen after they leave our hands.
Email hello@fablelaneshop.com within 48 hours of delivery with your order number and a clear photo of the damage. We'll work it out through the carrier or our shipping insurance and send a replacement once the claim is approved.
JEWELRY CARE
We use two materials, and every product page lists which one you're getting. Our marine-grade stainless steel pieces (including 18K gold-filled and PVD finishes) hold their color, resist scratches and are safe for sensitive skin. Our 14K gold-plated and silver-plated brass charms allow more detailed designs and need a little extra care.
Our stainless steel pieces are water-resistant, so they can stay on in the shower or through a sweaty practice. Gold-plated and silver-plated brass pieces aren't water-resistant, so take those off first. Each product page notes whether a piece can get wet.
Our stainless steel pieces are tarnish-resistant. Plated brass will wear over time depending on how often you wear it, how you care for it and your skin chemistry. Our warranty doesn't cover tarnishing, so check each product's material before you order.
Take plated pieces off before showering, swimming or working out, and keep all your jewelry away from lotions, perfume, hairspray and chlorine. Rinse with warm water or mild soap, pat dry with a soft microfiber cloth and store pieces in a dry, airtight spot like a zip-top bag.
ENGRAVING QUESTIONS
You can add engraving to our engravable charms, necklaces and bracelets. Engravable charms come in tags, bars, discs, hearts and heart locks, plus a few favorites like a football helmet.
Our engravable charms are PVD-coated stainless steel in gold or silver finishes, so they're water-resistant, tarnish-resistant and safe for sensitive skin.
Engraved pieces are made just for you, so they can't be returned or exchanged. Please double-check every name, number and date before you check out. Our 60-day warranty still covers any craftsmanship defects.
