FAQ

Was I Charged Twice?

 

Your credit card will only be charged once after your order ships.

If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.

Please only click the “Place Order” button once to avoid multiple authorizations.

 

 

 

 

I Get An Error Message When I Enter My Shipping And Billing Addresses. What’s Going On?

 

 

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).

 

 

 

My order Won’t Go Through. What Should I Do?

 

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. Please only click the “Place Order” button once to avoid multiple authorizations. If you continue to receive error messages, please contact Customer Care at: (310) 658-9327 or email 

9:30AM - 5:00PM PST

 

 

 

I Need To Change Something On My Order. How Can I Do That?

 

If you need to change or cancel your order, please contact us immediately. We generally process orders within 2-4 hours, and once our warehouse has processed your order, we will be unable to make any changes.   

 

 

 

I’m In Love With Something That's Out Of Stock In My Size! What Can I Do?

 

New items Can Sell Out Quickly, But We May Get More Soon! Contact us and let us know what you are looking for. We'd love to help!

 

 

Can I Return Or Exchange Items That Were Purchased On Sale?

 

All final sale items cannot be returned or exchanged. For our full Return & Exchange Policy, click here.

 

 

 

How Long Does It Take To Process My Return?

 

Once we have received your package, your refund will be processed within 7 business days. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

 

 

 

When Will My Order Ship?

 

Most orders arrive within 7 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.

 

 

 

Where Is My Order Confirmation?

 

As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. 

 

 

 

Why Was My Order Canceled?

 

Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. 

 

 

 

Will I Have To Pay International Taxes & Duties?

 

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

 

Maya Bracelets cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.

If you refuse a shipment from Sovereign Store, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Sovereign Store. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

 

 

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Am I still required to pay customs, duties, taxes, and collection fees when I receive “Free International Shipping”?

 

Yes, all international orders may be subject to taxes and duties. These fees are charged by your government and are entirely separate from any shipping fees.