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Return and Exchange Policy

Exchange Policy
We thank you for your business.  We work very hard to offer you the best value for your dollar, keep prices reasonable and ship in a timely manner. We truly appreciate each and every customer and order. It is our goal for you to have a pleasurable shopping experience and great customer service so that you are a repeat customer and recommend us to your friends.

We encourage you to ask questions especially about sizing on clothes and lengths on necklaces so that when your order arrives it is exactly as you expected. The very best way to contact us is via email at service@thesilverstrawberry.com or use the comment tab on our contact page.We require everything in writing to prevent any misunderstandings on sizing, pricing, etc.You are welcome to call, however it is hard to catch us by phone.We spend most of our days creating new pieces, making jewelry, packaging orders, answering emails, filling orders, etc. etc. thus we are left with very little time to answer phone calls, not to mention that we cannot take orders over the phone because of previous mentioned reasons.

In the case that you need to exchange an item, our policy follows.

WHY IS IT SO IMPORTANT THAT I INSPECT MY GARMENT IMMEDIATELY UPON ARRIVAL?
It is important to inspect your garments when they arrive and BEFORE ANY TAGS ARE REMOVED. Be sure and try your items on BEFORE ANY TAGS ARE REMOVED. There is a time limit to get items back to us, plus once the tags are removed for any reason, we cannot accept the items back.

WHY ARE SALE ITEMS FINAL?
Please carefully choose your sizing on SALE items because they are a FINAL SALE. We do not offer size exchanges and we do not offer store credit on SALE items - final means final. The reason for this is because we do not add on the higher margin that many boutiques use in pricing items. We just add enough to cover handling the product once plus payroll, light bill, etc and leaves a very small portion of profit. We'd rather work on a volume profit than per item. So when you see an item on sale, we have cut out all margin or profit, leaving no room to handle it again.  However the plus side of this for you is that you get a great deal but please choose carefully and please do not ask for exceptions to be made in this policy.

I BOUGHT A REGULAR PRICED ITEM THAT DOESN’T FIT CORRECTLY.  WHAT IS THE PROCESS FOR SENDING IT BACK?
We encourage you to ask questions especially about sizing on clothes and lengths of necklaces so that when your order arrives it is exactly as you wanted. However, in the case that you need to exchange a regular priced item, we offer merchandise exchange as outlined below for exchange or store credit only, no refunds. Items should be returned unworn, unwashed and undamaged, no makeup stains, no tobacco odor and all tags should still be intact. Jewelry for exchange must arrive back exactly as it was sent from the warehouse. Boots and shoes that arrived wrapped must be returned wrapped with no tape, labels or writing on the box itself.

It is highly suggested that you utilize the UPS or FED-EX service of delivery confirmation and insurance as well if you wish. It is your responsibility to get the items back to us and remember the post office as well as any shipping company is not error free so please use tracking and/or insurance. If you have fragile items, you will want to consider insurance as well. It is your responsibility to get exchange items back to us in new condition. Upon inspection and verification of time frame, we will issue a store credit that you can use at any time. Please do not return items that the tags have been removed from. Please include a copy of your invoice showing the purchase. All sales are final on sale items. Please do not send back any sale items. 

The item must be RECEIVED at the address below within 7 CALENDAR days of the confirmed date of delivery as provided by the Delivery Confirmation receipt. We strongly recommend you also use Delivery Confirmation when returning the item(s) for your proof of shipping. Once we get your package back we will process and then issue an online credit voucher and email you the code. You will then use this code to reorder the item(s) you want. That generates you a new order, applies your credit and gets you in line for processing and shipping all in one step.

WHAT IF THE SILVER STRAWBERRY MADE A MISTAKE  ON MY ORDER?
Again, inspect your items immediately upon arrival and be sure to leave all the tags attached. Email us at service@thesilverstrawberry.com and describe the mistake as you see it.  Sometimes we may request a photo of the item but we will let you know. In the case that we are at fault, we will assume the shipping fees but again the item needs to be returned according to the time lines, tags attached and with a copy of your invoice.  

RECAP OF POLICY:

  • Tags must remain attached unless you know for sure you are keeping the item.
  • Items need to be promptly inspected as we have a seven (7) day window to get them sent back except during special holiday extension.
  • We do not allow exchanges or credits on SALE items – they are final.
  • Please use tracking on your package and consider insurance if needed. If the shipping service loses or destroys your package we cannot issue a credit when we don’t get the merchandise back.

NOTE: Returns accepted via UPS or FedEx only. No USPS packages will be accepted.


RETURN PACKAGES TO:
The Silver Strawberry
30006 Tomball Parkway Suite D
Tomball, TX 77375

NOTE:  Please insure and use tracking on your return packages. You are responsible for the items until it reaches our warehouse. If they loose it in transit back to us we assume no responsibility for the lost package.