1-800-893-1153Customer Service
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Terms, Conditions and Policies
Delivery
How can I track my order?
Domestic orders sent to residential and commercial addresses may be tracked online with the tracking number provided via email at the time your order ships. Please allow up to 24 hours for tracking information to register in the FedEx system.
When will my order ship?
Orders received for in-stock items ship within 24 to 72 hours. All domestic orders are sent via Fedex unless a PO BOX or APO/FPO has been specified, in which case items are sent USPS.
Overnight orders must be received by 4PM EST to be sent out the same day, excluding holidays and weekends. Orders received after 4PM EST will be processed the following business day, excluding holidays. Overnight orders received before 4PM EST on Fridays will not arrive until the following Monday, excluding holidays. Please note that these processing and shipping provisions are only general guidelines. Thomas Laine is not responsible for shipping carrier delays and cannot ensure that the time frames noted above will be met.
Do you ship internationally?
Yes. We ship to any country capable of receiving mail via United States Postal Service (USPS) with the exception of any OFAC listed country here
Please be advised that international orders can take several weeks for delivery, depending on the mail system of the receiving country. Customers are responsible for any extra duties, taxes, or shipping fees that may be charged in that jurisdiction. Please note, any order that is returned because it is unclaimed by the customer or because the customer refuses to pay any extra fees cannot be refunded, however, the customer will receive a store credit for the returned merchandise.
What does shipping and handling cost?
Shipping Costs are as follows: Ground: $9.95, Two-day: $17.95, Overnight: $29.95, International: $35.00
Returns Policy
Thomas Laine operates a “if you don’t love it – return it” policy.
We want you to be 100% happy with your Thomas Laine purchase. This means that you can return your jewelry for whatever reason you may have within 14 days of Delivery.
Making a return is easy – just follow the steps below:
1. Contact us via email at returns@thomaslaine.com to obtain a Returns Authorization number and form.
2. A Return Authorization (RA) number must be requested from Thomas Laine within 14 days of delivery.
3. Once you have received your RA number and form, please take care to follow the instructions detailed below.
4. Complete the Returns Authorization form and put it into the package along with the item being returned.
5. Please place return items in the original packaging, all items must be returned with security tag intact, be unworn and in their original condition. Ensure the outer box is completely sealed and write the RA number on the box.
Please note that unidentified returns/exchanges may be returned to the sender. We request that all goods being returned are returned within 7 days of issuing your RA number.
Returns received outside the above time frames are accepted at the discretion of Thomas Laine and can only be refunded as a merchandise credit.
Thomas Laine will not accept returns for any items that have been worn and / or has had the original packaging and tags removed. Upon receipt of an order, if any item has been received without tags, the customer should notify us (by phone or email) on the same day if they wish to return. We strongly advise all customers to check their purchase thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.
Sale, specially ordered items and personalized orders cannot be returned and are “final sale”. All sale items are non-returnable.
Although we check all merchandise for defects and damage prior to shipment, it is the responsibility of you the buyer to check the product promptly upon its arrival to make sure it is free of any defects. Damaged goods may be returned to Thomas Laine with all such returns subject to these Terms of Use. Goods damaged due to buyers’ negligence will not be accepted for refund.
In the event of any failure to return any goods to us within the stipulated time limits, even though validly cancelled, we shall have the right to charge any costs of recovery of the goods. Please be aware that international customs duties and sales taxes are NOT refunded.
Exchanges
It's free to exchange items for the same item in a different size based on stock availability. Shipping is complementary on the replacement item, but exchanges made to destinations outside of the U.S. will be processed for customs clearance and therefore any relevant import duty and tax charges will apply. For more information, please see costs for Shipping and Terms and Conditions.
To exchange an item, contact returns@thomaslaine.com and simply specify the new size you require within the normal returns policy time lines - 14 days.
Exchange items can only be dispatched after the returned goods have been received and have undergone a quality control check.
Alternatively, if you see something you simply must have, you can make your purchase by phone or online and we will refund your original item when it is returned to us.
Gift Returns
If you have received an item as a gift, you may exchange it for a store credit.
Simply follow the procedure specified above in the returns policy.
Sale Item Returns
All sale items are final sale, therefore, sale items are not returnable and non-refundable.
Receiving your Refunds and Store Credits
Once your package has been received and accepted by Thomas Laine, we will notify you by email.
Your refund or store credit will be processed within five (5) business days of receipt.
Refunds will be credited back to the original method of payment and will exclude shipping costs (with the exception of faulty items).
If you are returning an item for store credit, a code will be provided which allows you to redeem this credit on another purchase.
Store credit is valid for one year and expires one year from the date of issue.
Shipping your Returns
Ship your return package using U.S. Postal Service, FedEx, or UPS. We advise you insure the goods as Thomas Laine cannot accept responsibility for packages we do not ship.
Please keep the tracking details for your records.
Please note that processing and shipping time frames are general guidelines, and Thomas Laine cannot ensure that they will be met.
If you have any questions about returns please contact us at returns@thomaslaine.com or by mail to:
Thomas Laine - Returns
260 Madison Avenue, Ste. 8089, New York, NY 10016
Care
· Wipe your jewelry often with a soft cloth. Clean sterling silver jewelry with a silver polishing cloth. Avoid rubbing the cloth on precious or semi-precious stone surfaces. Never submerge your jewelry in a liquid cleaner.
· Always avoid contact with chemicals, such as hair spray and perfume, household cleaners, pool chemicals, salt or hard water. Put your jewelry on after your perfume and hair spray are dry.
· Do not swim or bathe while wearing your jewelry.
· Store your jewelry in a soft pouch. Keep pieces separate to avoid scratch marks
· Wipe your jewelry pieces with a soft, clean cloth after wearing to help remove natural body oils and/or sweat residue.
· Dust, pollution and daily wear all conspire to cloud the brilliance of gemstones. The surface of gold, platinum and silver jewelry can become dulled. Timeworn prongs and clasps can result in the loss of a stone or an entire piece of jewelry.
· Store your jewelry pieces in the pouches provided or in a jewelry box or jewelry case with the lid closed.
· Do not store pearls in sealed bags, they need to breath. But do wipe them clean after wearing as they could retain body oils and eventually stain or change colour.
· A soft, lint free cloth is an effective and inexpensive way to keep your pieces lustrous and shining.
Terms & Conditions
Terms and Conditions for the Supply of Goods through the website You are connected to the User Agreement for Thomas Laine, LLC. This service is operated by Thomas Laine, LLC (Thomas Laine, LLC and ThomasLaine.com each separately and together in this Agreement, "we", "us" or "our").
1. The Contract between you and us
We must receive payment in whole for the price of the goods that you order before your order can be accepted. Once payment has been received by us we will confirm that your order has been received by sending an email to you at the e-mail address you provide in your order form. This is not an Order Acceptance from ThomasLaine.com. Our acceptance of your order takes place on the dispatch to you of the products ordered unless we notify you that we do not accept your order, or you have cancelled your order in accordance with clause 3. Our acceptance of your order brings into existence a legally binding contract between us. Only adults (persons aged 18 and over) are entitled to enter into legally binding contracts and as a result are the only people entitled to transact through this site. Any other individuals who are unable to perform legally binding contracts are prohibited from ordering goods using this site. If you do not qualify do not use this site.
2. Pricing, Delivery and Discount Codes:
2.1 The prices payable for goods that you order are as set out in our website.
2.1.1 All of our prices are in U.S Dollars - any other currency displayed on the site is for comparison only. You will be billed in Dollars and if you purchase from outside the U.S, currency fluctuations and credit card charges may make a difference to the amount billed on your credit card.
2.2 You may be required to pay extra for delivery and it might not be possible for us to deliver to some locations. Our delivery charges are set out in our website.
2.3 Promotional discount codes: We may from time to time offer promotional discount codes (either directly or via third parties) which may apply in respect of any, or certain specified, purchases made though this Website. Such codes may be applied to purchases of full-price items and are not redeemable in conjunction with any other offer or discounts.
3. Right for you to cancel your contract
3.1 You may cancel your contract with us as per our returns policy in section 10.
4. Cancellation by us
4.1 We reserve the right to cancel the contract between you and us if.
4.1.1 We have insufficient stock to deliver the goods you have ordered.
4.1.2 We do not deliver to your area; or
4.1.3 One or more of the items you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
4.2 If we do cancel your contract we will notify you by e-mail or by telephone, refunds to your credit card will be processed within (5) business days. We will not be obliged to offer any additional compensation for disappointment suffered.
5. Shipping
5.1 We will deliver the goods ordered by you to the address you give us for delivery at the time you make your order. It is your responsibility to ensure that the delivery address you give us is correct and accurate and that there is somebody to sign for and take delivery of the goods from the delivery service used.
5.2 You will become the owner of the goods you have ordered when they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction
5.3 We make no promise that materials on our website are appropriate or available for use in locations outside the U.S.A, and accessing the website from territories where its contents are illegal or unlawful is prohibited. If you choose to access this site from locations outside the U.S, you do so upon your own initiative and are responsible for compliance with local laws.
5.4 If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, then you will be responsible for the repeat delivery costs.
6. Liability
6.1 If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us by email of the problem within (5) business days of the delivery of the goods in question.
6.2 If you do not receive goods ordered, we shall have no liability to you unless you notify us by email or telephone at our contact address of the problem within (5) business days of the date on which you ordered the goods. If you notify us of a problem under this condition, our only obligation will be, at your option either:
6.2.1 to make good any shortage or non-delivery; or
6.2.2 to replace any goods that are damaged or defective; or
6.2.3 to refund to you the amount paid by you for the goods in question in whatever way we choose.
6.3 Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify us of under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question.
6.4 You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
6.5 Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer neither under applicable local law or other rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
6.6 We cannot be held responsible for any delays once the goods have left us and are in possession of the courier or postal service.
7. Notices
Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent by email to our contact address at customerservice@ThomasLaine.com and all notices from us to you will be displayed on our website from time to time.
8. Our rights
We reserve the right to change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.
9. Is it safe to use my credit card online at Thomas Laine?
Our site is as Secure as we can make it. It has been developed by Skywire, an experienced luxury goods retail website developer. It incorporates Secure Socket Layer (SSL) encryption technology. Thomas Laine does not hold your credit card details on its site. To ensure you process orders securely you need to have SSL switched on in your browser. Further security information can be found within your browser.
If SSL is enabled then you will see a padlock appear in your browser and you can click on this to find out information about the SSL digital certificate registration.
Privacy Policy
IMPORTANT: PLEASE REVIEW THIS THOMAS LAINE PRIVACY POLICY BEFORE SUBMITTING ANY PERSONAL INFORMATION TO THOMAS LAINE THROUGH THIS WEB SITE.
BY SUBMITTING PERSONAL INFORMATION TO THOMAS LAINE THROUGH THIS ONLINE STORE, YOU ARE CONSENTING TO THE COLLECTION, USE, TRANSFER, AND DISCLOSURE OF YOUR PERSONAL INFORMATION AS DESCRIBED IN THIS ONLINE PRIVACY POLICY.
This Privacy Policy is effective as of August, 2010.
Thomas Laine Operates This Web site
This Web site is hosted and operated by Thomas Laine, Inc. ("we," "us," and "our"), an independent e-commerce reseller.
Scope of This Privacy Policy
This Thomas Laine Privacy Policy (this "Privacy Policy") describes how Thomas Laine protects your privacy when you use this Web site.
This Privacy Policy applies only to personal information collected through Thomas Laine Web sites. "Personal information" means information that identifies you personally, either alone or in combination with other information available to us.
Privacy Notices
This Privacy Policy may be supplemented or amended from time-to-time by "Privacy Notices" posted on this Web site. These Privacy Notices provide a level of detail that we cannot provide in this more general description of our privacy practices. For example, certain pages of this Web site contain Privacy Notices providing details about the personal information we collect on those pages, why we need that information, and choices you may have about the ways we use that information..
This Privacy Policy May Change
We reserve the right to update or modify this Privacy Policy, at any time and without prior notice, by posting the revised version of this Privacy Policy on this Web site. These changes will only apply to personal information we collect after we have posted the revised Privacy Policy. Your use of this Web site following any such change constitutes your agreement that all personal information collected from or about you through this Web site after the revised Privacy Policy is posted will be subject to the terms of the revised Privacy Policy.
To alert you to these changes, we will update the effective date of this Privacy Policy. We will also provide a notice at the top of this Privacy Policy for at least 30 days after the new effective date and highlight the changes so that you can locate them easily. Unless the change is a minor change (such as a change in our contact information) or a non-substantive change (such as the reformatting of our Privacy Policy), we will post notices on the page where you submit your order and/or on other relevant pages of this Web site for 30 days after the new effective date to alert you to the change.
What Personal Information Do We Collect Through this Web site?
Information You Volunteer. We collect the personal information you knowingly and voluntarily provide when you use this Web site, for example, the information you provide when you request information about products or services. This information may include your name, street and e-mail address, phone number, and information used to verify your identity or to prevent fraud.
Information Sent to Us by Your Web Browser.
We collect information that is sent to us automatically by your web browser. This information typically includes your IP address, the address of the web page you were visiting when you accessed this Web site, the name of your operating system (such as Windows® or Macintosh®), the name and version of your browser (such as Netscape® or Internet Explorer®), and the date and time of your visit. The information we receive depends on the settings on your web browser. Please check your browser if you want to learn what information your browser sends or how to change your settings.
The information provided by your browser does not identify you personally. We use this non-personal information primarily to create statistics that help us improve the Thomas Laine Web sites and make them more compatible with the technology used by our visitors. However, if you have created a user identity on one of your visits to this Web site, we may link the information provided by your browser to information that identifies you personally and use it for the purposes described below. In addition, we may review our server logs for security purposes, such as detecting intrusions into our network. If we suspect criminal activity, we might share our server logs -- which contain visitors' IP addresses -- with the appropriate investigative authorities who could use that information to trace and identify individuals.
Information Collected Using "Cookies" and Other Web Technologies.
We use "cookies," and similar technologies, such as Web Beacons (also referred to as "tracking pixels," or "action tags"), to collect personal information and support the functionality of this Web site. For more information about our use of cookies and Web Beacons, see below.
Cookies and Web Beacons
Cookies and Web Beacons. A "cookie" is a small text file that is transferred to your computer by our Web server. We may use two types of cookies -- "session cookies" and "persistent cookies."
Session Cookies. A "session cookie" is a temporary cookie that expires when you close your browser. A session cookie assigns a randomly-generated, unique identification number to your computer when you access one of our Sites. Assigning your computer a number facilitates the proper functioning of the features of our Web sites, by permitting us to maintain a persistent "state" for your session, such as, maintaining the contents of your shopping basket during checkout. We also use session cookies to collect information about the ways visitors use this Web site - which pages they visit, which links they use, and how long they stay on each page. We analyze this information (known as "click-stream information") to better understand our visitors' interests and needs and to improve the content and functionality of this Web site.
Sessions cookies do not contain your personal information. If, however, you have created a user identity on one of your visits to this Web site, we may link the session cookie identification number to information that identifies you personally.
Persistent Cookies. When you visit this Web site, we may place one or more "persistent cookies" on your computer. Unlike a "session cookie," a persistent cookie does not expire when you close your browser. It stays on your computer until it expires (for example, at the end of the calendar year) or until you delete it.
Some persistent cookies simply "tag" your computer so that the next time you visit (or someone using your computer visits), our server will recognize you, not by name, but by the "tag" on your computer. This will enable us to provide you with a personalized experience even if we do not know who you are. It will also allow us to collect more accurate information about the ways people use this Web site, for example, how people use this Web site on their first visit and how often they return. If, at some point, you create a user identity, we may link the information collected by these persistent cookies to information in our database that identifies you personally. We may also transfer this information to a cookie and place it on your computer's hard drive so that our web server can read this information each time you visit this Web site. In either case, using persistent cookies permits us to provide you with a more personalized shopping experience and, in some cases, may save you the trouble of re-entering information already in our database.
If you do not wish to receive cookies, you may set your browser to reject cookies or to alert you when a cookie is placed on your computer. You may also delete our cookies as soon as you leave our Web site. Although you are not required to accept our cookies, if you set your browser to reject cookies, you will not be able to use all of the features and functionality of this Web site. For example, you will not be able to purchase products and services on this Web site.
Web Beacons. Web beacons (also referred to as "tracking pixels" or "action tags") are graphic images, usually no larger than 1 pixel x 1 pixel, placed at various locations on our Site. Web beacons help us recognize the cookies on your browser. Like cookies, Web beacons help us collect information about the ways visitors use our Sites. They also help us identify browser types, IP addresses, search terms that bring visitors to our Sites, and the domain names of the Web sites that refer traffic to us. The information collected by Web beacons does not identify you personally. However, if you have created a user identity on one of your visits to this Web site, for example, by making a purchase, we may link the information we collect using Web beacons to the information that identifies you personally and use it in the same ways as we use the information we collect using cookies. Lastly, we utilize web beacons to provide us with more information on any emails we send out, in particular, the web beacons will send us information to let us know that you have received and opened any e-mail you have chosen to receive from us.
How Do We Use Your Personal Information?
Thomas Laine uses the personal information we collect on this Web site:
for lead generation;
if you've made a purchase from one of our other sites and came to this site;
to take, process or deliver your order, process or obtain payment, or notify you of the status of your order;
in connection with keys, access codes or other information as may be required to permit you to access Partner Web sites to receive products, updates or services;
for security, credit or fraud prevention purposes;
to register your purchase with the manufacturer or service provider for warranty, technical support or similar purposes;
to provide you with effective customer service;
to provide you with a personalized shopping experience;
to provide you, with your consent, with product updates and upgrades, special offers, pricing information, newsletters, and any other information you request;
to undertake, with your consent, any other promotional activities; and
to improve this Web site, the customer experience, and related products or services.
In addition, we may use specific personal information for the purposes identified in a specific Privacy Notice posted on the page or area of this Web site where you provided that information.
We may remove all of the information that identifies you specifically and use the rest for historical, statistical or scientific purposes.
With Whom Do We Share Your Personal Information?
Our Partners. Thomas Laine is an independent e-commerce reseller. If you are coming to this Site to contact us regarding a product or service you purchased from another Site, we provide your personal information to the Partner whose name and logo appear on that Web site. We may share your personal information in order to register your purchase with the Partner whose name and logo appear at the top of each page of this Web site (or that Partner's service provider) for warranty, technical support, after sales service, or similar purposes. We also pass on to our Partner the privacy preferences you have expressed on our Web site. For example, if you have asked to be added to our Partner's mailing lists, we will pass on that information. If you have declined an opportunity to be added to our Partner's mailing lists, we will also pass on that information.
Our Service Providers.
Thomas Laine employs other companies, including our affiliates, to provide services to us or on our behalf. For example, we may use other companies to maintain this Web site, to process credit card payments, detect and prevent fraud, deliver packages, send mail or e-mail, or provide customer service. These companies are required by contract to use the personal information we share with them only to perform services to us or on our behalf and to protect the confidentiality of your personal information.
As Disclosed in a Privacy Notice.
We may share specific personal information as disclosed in a specific Privacy Notice posted on the page or area of this Web site where you provided that information.
To Comply With Legal Requirements, Cooperate With Law Enforcement, Prevent Fraud and Other Crimes, and Protect Legal Rights, Property, You and Others. There are other limited circumstances in which we may share the personal information in our databases with unrelated third parties. For example, we may disclose the personal information we collect on this Site without notifying you when we, in good faith, believe disclosure is appropriate to comply with the law or a regulatory requirement; to comply with a subpoena or court order; to cooperate with law enforcement or other governmental investigations (without necessarily requiring the law enforcement or government agency requesting the information to formally serve us with a subpoena); to prevent or investigate a possible crime, such as fraud or identity theft; to enforce a contract; to protect the legal rights, property or safety of Thomas Laine, our affiliates, our employees, agents, other users or the public in general or to protect your vital interests. We also reserve the right to report to appropriate law enforcement or government agencies any activities that we, in good faith, believe to be unlawful without providing notice to you.
In Connection With Corporate Events.
We may transfer your personal information to another company (either an affiliate of Thomas Laine or an unrelated third party) that has acquired the stock or assets of Thomas Laine, one of our affiliates, or one of our operating divisions, for example, as the result of a sale, merger, reorganization, insolvency, dissolution or liquidation. If such a transfer occurs, the acquiring company's use of your personal information will still be subject to this Privacy Policy, any applicable Privacy Notices, and the privacy preferences you have expressed to us.
Your Choices
Thomas Laine respects your right to make choices about the ways we collect, use and disclose your personal information. We generally ask you to indicate your choices at the time and on the page where you provide your personal information.
When you provide personal information, we may offer you a choice as to whether you would like to receive further communications from us about special offers and pricing. We may also ask if you would like to be added to our Partner's mailing lists. You have the right to withdraw your consent at any time. If you decide you no longer want to receive promotional messages from us, you may let us know by e-mailing us at remove@ThomasLaine.com or by following any unsubscribe link in our emails.
Please note, however, if you give us permission to add your contact information to our Partner's mailing list and later withdraw your permission, you will have to contact our Partner (or use the "opt-out" provided in the e-mails our Partner sends you) to have your name removed from our Partner's mailing lists.
How Can You Access and Correct Your Personal Information?
We strive to maintain the accuracy and integrity of the personal information in our databases and to keep that information up-to-date. We provide ways for you to access your personal information as required by applicable law, so that you can correct inaccuracies or update your personal information. We generally do not charge for this service, however, we reserve the right to charge a fee as permitted by applicable law.
If you would like to review, correct or challenge your personal information, please contact us by e-mail at privacy@ThomasLaine.com.
We will respond to reasonable requests within the time limits established by applicable law or within a reasonable time if no time limit is established by applicable law. For your protection, we may ask you for additional information to verify your identity. In most cases, we will provide the access you request and correct or delete any inaccurate personal information you discover. We reserve the right, however, to limit or deny your request to the extent permitted by applicable law if:
1) the disclosure may harm the life, the body, the property and the rights of third parties,
2) the disclosure may lead to a breach of applicable law and regulation, or 3) where you have failed to provide sufficient evidence to verify your identity.
How Do We Protect Your Personal Information?
We have industry standard measures in place to protect the security of the personal information we collect through this Web site.
BY SUBMITTING YOUR PERSONAL INFORMATION TO US THROUGH THIS WEB SITE, YOU ARE CONSENTING TO THE PROCESSING OF YOUR PERSONAL INFORMATION IN THE UNITED STATES OR IN ANY OTHER COUNTRY IN THE WORLD.
How Long Do We Retain Your Personal Information?
We keep your personal information only as long as we need it for the purposes for which it was originally collected (or to which you have subsequently consented) or for other legitimate purposes (such as regulatory compliance), or as permitted by applicable law.