Help + Info
Each piece of Scarlet Robin jewelry is unique. We believe in maintaining the integrity of each design, but reserve for our artisans the right to make slight accommodations and improvements to individual pieces. The piece you receive might be slightly different than what you see in the product listing photo, in terms of letter placement, texture, location of drilled hole, style of gemstone or even chain used. Every change will be made in an effort to upgrade your piece.
Our birthstone charms are made from precious stones and Swarovski crystals. Please know that the actual charm with your order may vary from the product image depending on availability.
All personalized pieces are made to order and ship within three to four weeks via USPS, in a beautiful gift box.
For information about wholesale orders, please contact us.
Caring for your Scarlet Robin Jewelry
Silver jewelry needs a bit of care to remain luminous over time. Storing your jewelry in the enclosed plastic bag containing an anti-tarnish tab will delay tarnish for up to a year, and a frequent quick rub with the white cloth sample will freshen silver between polishes.
As you notice your silver losing its brilliance, first wash gently in warm water with mild dish soap and dry with a paper towel. Next, gently polish all silver surfaces with the green Scotch-Brite, followed by a circular rubdown with #0000 steel wool. Once more wash your piece in warm soap and water and dry. It should now look fabulous. We are always happy to refinish your jewelry for you as well. Scarlet Robin also offers cleaning kits with generous amounts of all materials needed to keep your Scarlet Robin treasures looking wonderful for years to come.
Your copper, gold plated or bronze piece, or the copper/gold/bronze portion of your jewelry (not including the chain), has been sealed with a flexible and durable coating that will protect it from oxidation. The coating should protect the finish through years of normal wear. Avoiding the use of all polishing products, including cloths, liquids and pastes will prolong its effectiveness. A soft cloth or toothbrush with mild soap and water can be safely used to removed surface residue accumulated during everyday wear. A note about Scarlet Robin gold: after hand crafting each component, we work with another artisan who plates them with 24 karat gold. All other gold parts are made of gold-fill: chains, pins with which bead charms are constructed and rings holding pieces together. Gold-filled chains will stand up to years of daily wear, and can be gently polished with jewelry cleaning cloths.
Return & Exchange Policy
We want you to be happy with all purchases you make from Scarlet Robin, and to make your shopping experience pleasant at every turn. Eligible items may be returned within 30 days of order and a refund will be issued upon return receipt of the piece in its original condition. The purchase price of the merchandise will be credited back to your original method of payment. At the time of order you may wish to purchase shipping insurance. Any insured item lost (as confirmed by Scarlet Robin) during shipping will be refunded or replaced, where possible. In the case of a defect that did not occur during shipping, it will be fixed at no charge. Items damaged in shipping from Scarlet Robin will be replaced or refunded only if additional insurance was purchased by you and the original item is returned, together with the damaged packaging.
Gift recipients are entitled to a nonrefundable merchandise credit and will be refunded in the form of another card and mailed to your billing address. If you paid with a gift card or code, a new card or code will be issued for the amount of the credit and emailed or mailed to you. A credit will post to your account approximately 4 business days after the date of processing. Credit card refunds should be reflected on your billing statement within 1 billing cycle.
Please note that ALL SALES ARE FINAL on custom made or personalized products. Orders cannot be changed or canceled once they have been placed, and your credit card is charged upon order rather than at time of shipping. For this reason, we require that all personalization and custom order requests include a written accounting of your specifications before work commences. Unfortunately we cannot assume responsibility for mistakes made at the time of order, or for a change of preference. Please carefully review your custom request before submitting your order.
Items returned 30 to 90 days after date of purchase can be exchanged or a gift card will be issued in the amount of your refund. Please note the following conditions may apply:
*If your merchandise arrived damaged please keep the original box and damaged merchandise for inspection
*Defective item claims are subject to review and inspection
*Returns of non-defective items must be in as-new condition. Shipping & Handling is non-refundable.
*Wholesale and large quantity purchases may be subject to a 10% restocking fee. Please contact Customer Service with any questions.
*Returns should be shipped in the original box or a sturdy substitute.
It is recommended that the package be returned to us insured by the carrier. Items lost or damaged during return shipping will not be refunded or replaced.
Scarlet Robin is not responsible for any merchandise returned in a non-padded envelope or otherwise inadequately packaged.
Scarlet Robin is not responsible for customer returns that are not received. A completed Return Form must accompany all returns and exchanges. No exceptions. Package will be returned COD if a Return Form is not included. Download a return form.
Address for Returns:
Attn: Returns
The Scarlet Robin
PO Box 1274
Germantown, MD 20874
Replacing a Broken Chain
Unfortunately, chains can break. If your chain breaks within 30 days of receiving your order, we will replace it for free, no questions asked. If your chain breaks within 31-90 days of receiving your order, we will replace it for a small processing fee (often $10-$20). After 90 days if you require a new chain, it will be replaced at full price. Please contact us at info@thescarletrobin.com with any questions or concerns.