Frequently Asked Questions

Find answers about our handcrafted jewelry, shipping, in-store pickup, and more.

Shipping & Delivery

When will my order ship?

We typically process and ship all orders within 1 to 3 business days. In rare cases, if an item is temporarily out of stock, processing may take up to 7 business days, and we will notify you of any significant delays.

What are your shipping rates?

For orders within the United States and Puerto Rico, we offer FREE Economy Shipping on orders of $65.00 or more! For orders under $65.00, standard shipping is just $6.00.

Can I pick up my order in person?

Yes! You can skip the shipping fees by selecting free local pickup at checkout. Your order will be prepared at our kiosk in San Patricio Plaza and is usually ready within 24 hours. We’ll send you an email with instructions as soon as it's ready for you.

Do you ship internationally?

Yes, we do! We ship worldwide to many countries via USPS. Your international shipping rates and estimated transit times will be calculated automatically at checkout based on your location. (Please note: International orders may be subject to import duties and taxes, which are the responsibility of the customer).

How can I check my order status or track my package?

You can check the status of your order at any time by logging into your account here. Additionally, as soon as your order ships, we will send you a shipping confirmation email containing your tracking number. Please allow about 48 hours for the tracking information to update.

What is your exchange policy?

We offer a 7-day exchange policy starting from the day your order is delivered. Items must be unused, unworn, and in their original condition with proof of purchase. We will refund the full order amount minus the shipping costs for the return.

What happens if my item arrives damaged?

If your order arrives damaged, please email us as soon as possible at hi@ceciysofi.com with your order number and a clear photo of the item. We handle these situations on a case-by-case basis and will work with you to find a satisfactory solution.

How can I get in touch with customer service?

We are always here to help! You can reach out to us in a few different ways:

Returns & Exchanges

How many days do I have to exchange an item?

You have 7 days from the date your order is delivered to request a return for an exchange.

How do I start a return or exchange?

The easiest way is to request a self-serve return by logging into your account. You can also initiate the process by emailing us at hi@ceciysofi.com. Please do not send items back without requesting a return first!

Do I have to pay for return shipping?

Yes, customers are responsible for covering the return shipping costs unless the item you received was damaged, defective, or incorrect.

Are there any items I cannot return?

Yes. Due to their delicate nature, Giorgiarei Murano Glass Rings are final sale and are not eligible for returns or exchanges.

Can I exchange for a completely different item?

You can exchange your item for the same piece in a different style, color, or size (subject to availability), or you can exchange it for a completely different item of equal value.

How long does it take to process my exchange?

Once we receive your returned item, please allow 5–10 business days for your request to be reviewed and processed. Please note that this may take a little longer during holidays or if we are waiting on inventory replenishment.

Does this policy apply to items bought in person?

Yes! This 7-day exchange policy applies to all purchases made directly through Ceci & Sofi, whether you shopped with us online or in person at our kiosk in San Patricio Plaza.

Roll-On® Bracelet Lifetime Warranty

What is covered under the Lifetime Warranty?

Our Lifetime Warranty applies exclusively to eligible Original Roll-On® Bracelet styles. This includes our Original Roll-On® Bracelets, Friendship Bracelets, Mommy & Me Sets, and Birthstone Bracelets.

What happens if my Roll-On® Bracelet breaks?

If your eligible bracelet becomes damaged due to normal wear, we will gladly replace it! If your original style is no longer available, we will provide a comparable Roll-On® Bracelet of similar value. To get started, simply email us at hi@ceciysofi.com or visit our kiosk in San Patricio Plaza.

Do I have to pay for shipping on a warranty replacement?

Yes, customers are responsible for shipping the damaged bracelet to us, and replacement shipping charges may apply.

Are other jewelry pieces covered by the warranty?

No. Items such as Statement Singles, necklaces, earrings, anklets, keychains, and Murano Glass Rings are not covered by the Lifetime Warranty. However, they may be eligible for third-party repair services.

Jewelry Repairs

Do you offer repair services for items not covered by the warranty?

Yes! If a non-warranty item gets damaged, we can help coordinate a repair through one of our local third-party repair partners. Please email a clear photo of the item, a brief description of the damage, and your proof of purchase to hi@ceciysofi.com so we can determine if a repair is possible.

How much do repairs cost?

Repair fees vary depending on the item and the complexity of the damage. If a repair is possible, we will provide you with an estimate before any work is authorized. The customer is responsible for all repair costs, shipping charges, and any related service fees.

Please note: Repairs are performed by independent third-party professionals. Ceci & Sofi is not responsible for repair outcomes, timelines, or additional damage during the process.

Giorgiarei Murano Glass Rings

Can I return or exchange a Murano Glass Ring?

Due to the delicate nature of Murano glass and the limited availability of these artisan designs, all Giorgiarei ring sales are final. They are not eligible for returns, exchanges, refunds, or warranty coverage.

What if my Murano Glass Ring arrives damaged?

If you receive a ring that is defective or damaged upon arrival, please contact us at hi@ceciysofi.com within 48 hours of delivery so we can review the situation and assist you immediately.

How should I care for my Murano Glass ring?

To preserve its beauty, handle your ring with care. Avoid impacts, dropping the ring, or applying excessive pressure that could damage the fine artisan glass.

Our Craftsmanship & Promise

Where is your jewelry made?

Every Roll-On® Bracelet is ethically handcrafted by women artisans in Nepal through Fair Trade practices. As the exclusive distributor of Aid Through Trade's Original Roll-On® Bracelets in Puerto Rico and selected Caribbean territories, every purchase you make helps sustain opportunities for these talented artisans.

Why does my bracelet look slightly different from the photo?

Because each piece is carefully made by hand, slight variations in color, pattern, and composition are totally normal! We believe this is part of the unique, beautiful character of handcrafted jewelry.

Customer Care

How can I get in touch with you?

We are always here to help! You can reach out to us in a few different ways:

When can I expect a response?

Our team strives to respond to all inquiries within 24 business hours. Messages received over the weekend or on holidays will be returned on the next business day. (Please note: Response times may be slightly longer during holidays or promotional events).