Carolyn Pollack Jewelry

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Customer Service

Frequently Asked Questions

  • Is it safe to shop online from carolynpollack.com and what do you do with my personal information?

    We guarantee that every transaction you make at carolynpollack.com will be safe. We take your privacy extremely serious. To protect your information we use a secure server and industry standard SSL (Secure Socket Layer) technology in order to make sure that third parties do not have any access whatsoever to your information. We truly believe that shopping via the internet is safe and are confident in the steps we have taken to prevent fraud. Click on the Hackersafe logo in our footer or click here for our privacy and security details.

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  • Why is there a charge on my credit card from Relios Inc.?

    Relios Inc is the company behind the Carolyn Pollack Jewelry brand. Whenever you make a purchase on www.carolynpollack.com, your credit card statement will show the charge as Relios Inc.

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  • How and where is your silver jewelry made?

    Our jewelry is made in the heart of the Southwest, Albuquerque, New Mexico. Our jewelry line is made from design to delivery and has been since 1975. Bill Pollack is the founder and President of Relios Jewelry and he and his wife Carolyn Pollack, Vice President and Lead Jewelry designer, have built the company into a successful, internationally renowned business over the past 30 years. Carolyn Pollack Jewelry is made with .925 sterling silver and natural gemstones. Carolyn Pollack is the original southwestern-lifestyle jewelry designer and along with many of our collectors, agrees that true Southwestern jewelry should be made in the USA. At a time when most manufacturing in this country is being done overseas, it is a bold business goal and it is in keeping with Carolyn Pollack Jewelry's dedication to the authentic Southwestern lifestyle. Read more in our about us section.

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  • Do you offer a Satisfaction Guarantee?

    We are so confident in the quality of the product that we sell you, that we can offer our 30 day Risk Free Guarantee. If you are not completely satisfied with the merchandise you receive, we will refund your money no questions asked. Just return the item(s) using the preprinted label and return form enclosed with your jewelry. If you still have questions send an email to customerservice@carolynpollack.com with the following information: customer name, invoice #, and item #(s) within 30 days of invoice date or call us toll free at 800-827-6543 ext. 218.

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  • How will my order be shipped to me?

    Standard and priority mail shipments will be sent via the United States Post Office. Three day, two day and overnight shipments will be shipped via UPS. Once your order is shipped the status of it will be updated and tracking link and numbers sent to via email so you can track the progress of the package until you you receive it. Still have questions, click here for our shipping information section.

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  • What happens if I need to return something?

    We want you to be completely satisfied with your jewelry purchase. Therefore, merchandise can be returned for any reason for credit within 30 days of receipt for all our collection items, and a 15 day return window for sale or outlet items. Simply use the return form and label at the bottom of your invoice which will be included with your shipment. Order discrepancies must be reported no later than 15 days of receipt of the merchandise. If you still have questions, please call us at 800-827-6543, ext. 218 M-F 7:30 to 4 MT, or e-mail customerservice@carolynpollack.com.

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  • Can I order by phone or fax?

    Most definitely! Call us at 800-827-6543 M-F, 9:30am to 6pm ET (6:30 to 3:30 Pacific) or fax us at 505-345-5445.

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  • How do I care for and clean my sterling silver gemstone jewelry?

    Like all fine jewelry, Carolyn Pollack jewelry should be handled carefully. Store jewelry in a plastic bag, dry and wrapped in tissue paper, when not being worn or displayed. Clean sterling silver with a silver polishing cloth when necessary, but never subject to chlorine, silver dips, chemical solutions, or ultrasonic cleaners, as these substances can cause the gemstones to discolor. Never wear jewelry in a swimming pool.

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  • Can I send a gift to a different address or do you ship internationally?

    With our easy to use bill to/ship to feature you can ship your purchases to up to five different addresses*. Send gifts all year to your gift recipients at checkout by simply selecting the ship items in this order to another address or more than one address to send to multiple recipients. Next you will assign the products in your shipment to the appropriate address. Checkout steps will walk you through this simple way of sending your gifts. Don't forget the gift box!

    * Please note a $3 handling charge will be added to additional address after the first address.

    At this time we do not ship internationally. Sorry for any inconvenience.

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  • Can you send me a print catalog?

    Unfortunately at this time we do not offer a print catalog, but it is something we will consider in the future.

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  • How do I contact you for questions?

    It's easy! By using our Contact Us page to send us an email with your question, if your answer is not listed here. Emails are normally responded to within 72 hours. You may also call us toll free Monday thru Friday at 800-827-6543 ext 218, 9:30am to 6:00 pm ET (6:30 to 3:00 pacific).

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  • Do you accept special orders?

    For special orders select like item from our website, indicate the changes you'd like to make and email your request to customerservice@carolynpollack.com or use our contact us page to send your request. Your request will be responded to within 72 hours as to if we can make the piece requested and the cost of the item.

    Please understand that special orders must be prepaid and cannot be returned under our guarantee.

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  • What do you mean by Lifetime Warranty? Will you repair or replace my jewelry for free?

    No. Lifetime Warranty means we stand behind the quality of our product and can assure you that you’ll be able to wear it for the rest of your life. This means that if in the first 30 days after purchase you don’t like your jewelry or it is defective, you can send it back for a refund. Beyond the first 30 Days we understand that over the years you may need a ring resized, a necklace stretched, a bracelet clipped, a tarnished piece buffed, need to convert post earrings into clip or replace a stone that got lost. Our Lifetime Warranty means we will do all of these services at a very reasonable fee. Even if you bought our jewelry 20 years ago, we will do our very best to make it look like new again. If it’s got our Relios hallmark, it’s got our team of dedicated craftsmen behind it.

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  • What happens if I buy a piece of jewelry and it goes on sale a few days later? Can I get a refund?

    If it’s within 30 days of your purchase, you can send your jewelry back for a full refund, excluding shipping. After you place an order you can call and cancel your order at no charge before it ships, which is usually 2-3 days later. Because we feature many retired designer styles and clearance pieces on our website, many times at a very low price, if you cancel your order or return your merchandise we cannot guarantee that same piece will still be in stock and available for repurchase. Because we are constantly offering new and exciting promotions on our website occasionally this may mean you can find the same piece of jewelry on sale at a lower price sometime after your purchase. We will honor the sales price for sales items included on orders placed within the 5 day period before the start of the sale. All offers on the website are “while supplies last”. If you see a piece of jewelry you like and you like the price, purchase it while you can because it might not still be there when you come back for another visit.

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  • How do I get coupon codes?

    Join our email list, we regularly send out special offers with big savings to our community of spirited women.

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  • What are the limitations of coupon codes?

    All of our codes have an expiration date.
    Coupons are limited to one per customer, per order.
    Coupons can not be used for Flash Sale items and other sales as noted.

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  • Where can I check the balance on my Gift Card?

    You can easily do that here. If this page shows that the account is not found please verify the gift card number and pin. If you are still having problems please call customer service at 1-800-827-6543.

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