Frequently Asked Questions

General
Returns
Order
Product
Shipping
Gift Cards
General
How do I contact bisoulovely about an issue I’m having?

You can reach out to our support team, and we’ll do our best to help resolve any issues you’re experiencing.

Contact form: https://bisoulovely.com/pages/contact

Email: support@bisoulovely.com         Twitter: @Bisou_support

You can also check out our blog for some useful tips and information relevant to our store!

Please avoid sending multiple requests, as this may push your request down in the queue. We appreciate your understanding and cooperation in helping us assist you effectively.

How do you pronounce BISOULOVELY?

'Bee-zoo-love-lee'

What is Pink Week, and when does it usually happen?

Pink week is an exclusive event that we hold around the Holidays. We wanted to create a Black Friday/Cyber Monday event that was relevant to our store and brand, as well as for our customers to enjoy. During this week, we launch brand new highly anticipated collections as well as hold our biggest discounts of the year! 

What are your support business hours?
Business hours: Mon-Fri 9am-5pm EDT

Our support team does its best to get back to your inquires but please allow 1-3 buisness days for a response. Some messages can get lost within peak seasons, please try contacting us again should this be the case.

Please avoid sending multiple requests, as this may push your request down in the queue. We appreciate your understanding and cooperation in helping us assist you effectively.
What are Bisou Points and how do they work? Can I combine them with other promotions or codes?

Bisou Points are part of our exclusive rewards system! You’ll earn 2 points for every $1 spent, and every 10 points can be redeemed for $1 off a future purchase.

Redeemed points will generate a code for $__ amount off depending on the amount of points used. 

Please note: reward discount codes cannot be combined with other coupons or discount codes.

Click here to check your points!

What's Sezzle?

BISOULOVELY is proud to be working with Sezzle to offer flexible payment options for our customers. For more information, click here.

I want to do a collaboration with Bisoulovely, who do I contact?

Due to the high volume of inquiries, collaborations are done selectively. If you're interested, please email support@bisoulovely.com and your message will be forwarded to the relevant team. 

Do you take custom requests?
Due to Bree’s heavy schedule, very few selective requests will be considered. Custom requests start at $1,500. Only 14KT or up rings will be accepted. 

We do not accept customs for regular items such as, 0.925 sterling silver pieces, only 14KT/18KT. Request for a regular item to be a 14KT/18KT may be considered but will also have a starting price of $1,500. Please contact us for more details.
Can you provide gift notes?
Currently with our new system we do not offer gift notes and hope to implement this option later!
Can I opt out of receiving polishing cloths, pouches, etc.?

We’re working on a system to better customize the additional packaging provided in each shipment and hope to have this option available soon. In the meantime, you can leave a note on your order if you’d like to opt out. We’ll do our best to accommodate, but it cannot be guaranteed.

Can Bisou points be applied on shipping?
No, unless you have a coupon for free shipping, coupons or discount codes only apply to products in cart. 
How do I contact bisoulovely about an issue I’m having?

You can reach out to our support team, and we’ll do our best to help resolve any issues you’re experiencing.

Contact form: https://bisoulovely.com/pages/contact

Email: support@bisoulovely.com         Twitter: @Bisou_support

You can also check out our blog for some useful tips and information relevant to our store!

Please avoid sending multiple requests, as this may push your request down in the queue. We appreciate your understanding and cooperation in helping us assist you effectively.

How do you pronounce BISOULOVELY?

'Bee-zoo-love-lee'

What is Pink Week, and when does it usually happen?

Pink week is an exclusive event that we hold around the Holidays. We wanted to create a Black Friday/Cyber Monday event that was relevant to our store and brand, as well as for our customers to enjoy. During this week, we launch brand new highly anticipated collections as well as hold our biggest discounts of the year! 

What are your support business hours?
Business hours: Mon-Fri 9am-5pm EDT

Our support team does its best to get back to your inquires but please allow 1-3 buisness days for a response. Some messages can get lost within peak seasons, please try contacting us again should this be the case.

Please avoid sending multiple requests, as this may push your request down in the queue. We appreciate your understanding and cooperation in helping us assist you effectively.
What are Bisou Points and how do they work? Can I combine them with other promotions or codes?

Bisou Points are part of our exclusive rewards system! You’ll earn 2 points for every $1 spent, and every 10 points can be redeemed for $1 off a future purchase.

Redeemed points will generate a code for $__ amount off depending on the amount of points used. 

Please note: reward discount codes cannot be combined with other coupons or discount codes.

Click here to check your points!

What's Sezzle?

BISOULOVELY is proud to be working with Sezzle to offer flexible payment options for our customers. For more information, click here.

I want to do a collaboration with Bisoulovely, who do I contact?

Due to the high volume of inquiries, collaborations are done selectively. If you're interested, please email support@bisoulovely.com and your message will be forwarded to the relevant team. 

Do you take custom requests?
Due to Bree’s heavy schedule, very few selective requests will be considered. Custom requests start at $1,500. Only 14KT or up rings will be accepted. 

We do not accept customs for regular items such as, 0.925 sterling silver pieces, only 14KT/18KT. Request for a regular item to be a 14KT/18KT may be considered but will also have a starting price of $1,500. Please contact us for more details.
Can you provide gift notes?
Currently with our new system we do not offer gift notes and hope to implement this option later!
Can I opt out of receiving polishing cloths, pouches, etc.?

We’re working on a system to better customize the additional packaging provided in each shipment and hope to have this option available soon. In the meantime, you can leave a note on your order if you’d like to opt out. We’ll do our best to accommodate, but it cannot be guaranteed.

Can Bisou points be applied on shipping?
No, unless you have a coupon for free shipping, coupons or discount codes only apply to products in cart. 
What is your return policy?

Returns can be made within 14 days of delivery. Please visit our Returns Policy page for more details. 

When can I expect to receive my refund?
Once your refund has been processed, you will receive a refund notification email. It will take 5-7 business days, depending on your financial institution, for the refund to show in your account. 
What do I do if I have an issue with my order?
Can I cancel my pre-order?

Pre-orders are made-to-order items, so cancellations or changes must be requested within 3 weeks of placing your order.
Cancellation requests made after this timeframe may be denied.

How can I adjust or cancel my order?
Our goal at Bisoulovely is to process and ship orders quickly. If your order has not yet shipped you may request changes or cancel the order by contacting us. This cannot be guaranteed if we do not get to your inquiry right away so please contact us as soon as possible. Please visit our return/shipping policy for additional information if an incorrect order has shipped.
My order did not go through, but I can see a charge on my bank account.
If your payment was unsuccessful during checkout due to insufficient funds, technical issues or incorrect billing details the transaction will appear as pending on your bank account and should be resolved shortly. In the event that the amount is deducted from your account but you do not receive an order confirmation from us, please reach out to our team at support@bisoulovely.com. 
Why was I charged twice for my order?
If you notice duplicate charges for your order, it is due to a temporary authorization hold and the actual transaction. Sometimes, financial institutions may display both temporarily. However, the duplicate charge should automatically resolve, and the excess amount will be refunded to your account. If the issue persists or you have concerns, please contact our customer support team at support@bisoulovely.com. 
Do coupons apply to shipping costs?
No, unless you have a coupon for free shipping, coupons only apply to products in cart. 
How do I track my order?
Once an order is processed and fulfilled, you will receive an email confirmation with a tracking number for your order as well as the courier used for delivery. You can use the tracking number on their website to track your incoming package!
My order is lost/damaged/stolen/stuck with the carrier, what do I do?
Once the pacakge has shipped and has been handed off to the carrier we are not responsible for any lost, damage, or theft of the package and its contents. If you are shipping international, check with the carrier if some duties or taxes are due for the package. We recommend purchasing route protection for your order to mediate these situations. Please contact the carrirer or route prior to contacting us. We will do our best to help you as much as possible but any form of compensation is not gaurenteed.
Can I expedite a pre-order/bougie order?
No, unfortunately at this time we are not accepting requests to expedite orders for these made-to-order items.
What are pre-orders?
Pre-orders (pre-order / preorder / preorders) are orders with items that are made to order! With larger and more popular collections, it's hard to predict quantities that need to be made. We open pre-orders to mitigate this issue.

Because pre-orders are made to order, the processing time to produce, package and ship will be 6+ months unless otherwise specified. Changes to these orders must be done as soon as possible as you may be ineligible from adding or removing items from your order once we finialize the order and begin production. Please try to reach out to us within the first 3 weeks from when you placed the order.
Can I leave delivery instructions in the notes section?
Unfortunately, no. The notes section is designated for our fulfillment team's internal use only. Please refrain from leaving any delivery note codes or instructions in this section. 
How can I find my ring size?

Finding your ring size is simple! Visit our Ring Measurements page here for detailed instructions and a helpful chart. Follow the steps provided to measure your ring size accurately at home. If you encounter any difficulties or have further questions, please contact our customer support team at support@bisoulovely.com. 

Is your jewelry hypoallergenic?
Yes! All of our jewelry is hypoallergenic. Aside from our solid gold pieces everything is made in sterling silver .925 and Nickel, Lead, and Cadmium free.
Pieces specified as stainless steel are also hypoallergenic! 
How should I store my Bisoulovely jewelry?
Your Bisoulovely jewelry should be stored away from natural sunlight and heat, in a protective (lined) jewellery box or a tarnish-resistant pouch (not currently available in Bisoulovely stores). It can also be stored in a plastic zip lock bag made of Mylar or polyethylene. Never use polyvinyl plastic bags, such as bin liners as they contain sulphur compounds, which will make sterling silver tarnish faster. Do not store your jewelry in the bathroom due to the moist enviroment.

Please note that our Bisoulovely boxes are not made for long-term storage as they are not airtight.
Can you make _____ in this size?

We always want to be as inclusive as possible when it comes to ring sizes. To avoid overproduction and unnecessary waste, we make our rings the sizes that we found fit most of our customers. 


14KT or 18KT rings can be made in any size, as they’re made to order!

When will pieces be restocked?
We always try to gauge demand for certain collections/ products to help us prevent overproduction of our pieces.

We do our best to review products that are out of stock and make more accordingly. We go through this process as frequently as we can to re-stock relevant items. But in some cases, certain collections or products are also limited by other factors out of our control. 

We have implemented a restock feature that will notify you when out of stock items do come back, so we strongly recommend using that feature. You will find the ‘email when available’ button to the far right on the product page.

I'm between ring sizes, what size should I get?
We recommend always sizing up! There are ring adjusters available to help loose rings fit better, but not much can be done for a ring that is too small.


For example: If your ring size is a 6.5 and half sizes aren’t available, size up to a 7 if you really want the ring. 

How do I clean and take care of plated jewelry?
You can check out our blog posts for more information on plated Jewelry as well as a guide to how to clean and take care of them!
What are synthetic stones?

Synthetic stones are laboratory created stones. These stones are an ethical and sustainable alternative to natural earth mined stones.

We use synthetic stones like opal, cubic zirconia, and sapphires in many of our pieces. They are the same chemical composition to their natural counterparts.

Using a locker or third-party mail forwarding system for shipments ?

Your package will be considered delivered once the tracking status shows “Delivered,” even if the package remains unopened. If you choose to use a third-party mail forwarding service as your shipping address, your return/exchange window will start from the date the package is delivered to that third party. We recommend contacting the third party to inspect the package upon receipt to minimize the risk of receiving any issues before your return/exchange period ends.

 

What if my order is returned to sender?

If a package is denied and sent back to us, an additional shipping fee may apply for reshipment. Please contact us if this occurs.

 

Do you ship to the United Kingdom (UK)?
Yes, we are accepting orders valued over $150 USD shipping to the United Kingdom. Customer will be contacted by email, phone, or mail regarding VAT/Duties/Taxes. Customs will be covered by the customer upon receiving their order. Bisoulovely is not responsible for any VAT/Duties/Taxes/Custom charges which may incur.
Can I change my shipping address?
You may request to change a shipping address through our contact us page if your order has not yet shipped yet. These changes cannot be guaranteed, please contact us as soon as possible. Once your order has shipped it cannot be changed.
What countries do you not ship to?
We do not ship to Russia, North Korea and Switzerland due to local shipping restrictions.
How long do orders take to ship?
Our average processing time for orders is between 1-2 weeks, and shipping usually takes between 2 - 5 business days within Canada and the US*.

International shipping on average takes between 3 - 12 business days*, but this can also vary beyond that range depending on the country.

Please account for additional shipping time during holiday seasons. 

*Please note the above timeframes are estimates and cannot be guaranteed. 

What is your shipping policy?
Our shipping policy can be found here or at the bottom of the page.
Shipping protection and insurance

Shipping Protection can be added at checkout on the cart page of your order. This ensures your package is insured against loss or damage during transit, giving you peace of mind.

Lost in transit: If your package is missing or not delivered, we will help you get a replacement or refund. 
Damaged: If your package arrives damaged, we will help you get a replacement or refund.

To open a case and file a claim for your order please contact us through the contact page or via email at support@bisoulovely.com. 

 

 

What is Bisoulovely's policy for lost or stolen gift cards?
Gift Card should be treated as cash. Bisoulovely is not responsible for lost, stolen, damaged, or unauthorized use of Gift Cards.
How do I purchase a Bisoulovely Gift Card?
You may purchase a Bisoulovely E-Gift Card online which will be emailed to you after purchase. If the E-gift card is not sent right away the E-Gift card will be sent to the recipient the next available business day.
Can Bisoulovely Gift Cards be returned?
Gift Cards are non-returnable once purchased.
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