FAQ
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
If your order contains a pre-order item, your order will be split-shipped according to what is available in our fulfillment center. The items that are currently in our fulfillment center will ship out within our normal processing times. The pre-order item will ship separately within the estimated time frame detailed on the product page. For example, if a customer purchased multiple items that included a pre-order item with an estimated pre-order ship date of 12/20, everything but the pre-order item would ship within the normal processing time, and the pre-order item would on or around 12/20.
Shop with us online and get FREE returns with every eligible online order! If you’re not satisfied with your items, you can return your eligible purchase within 21days of your order ship date. Items must be in new condition in order to be eligible for a refund (no makeup, wear marks, etc). Any item that is damaged or not in its original condition may not be eligible for a refund. Final sale items are ineligible for return, exchange, or store credit. Original purchase price will be honored one time if repurchasing the exact same item in a different size. Start your return here. Please print your generated return label and ship products back to us in secure packaging.
We will gladly refund or offer an digital gift card for any purchase made from one of our N&S retail locations within 21 days of your original purchase date. If you are not satisfied with your N&S items for any reason, you may ship them back to the return address listed below. Eligible items must be postmarked by 21 days from purchase. Your original receipt is required to process any return or gift card. Items eligible for return or exchange include any unused/unworn Nickel & Suede products purchased at any of our retail locations. Final sale items are ineligible for return, exchange or digital gift card.
Please include a copy of your original purchase receipt and ship your return to:
Nickel & Suede
Attn: Returns Department
801 Haines, Suite 500
Liberty, MO 64068
Body and scent products, such as our candles, room mists, lotions, etc., are not eligible for return as a sanitary practice. Hats, Advent Calendars, Bags and Gift Sets are subject to a $10 restocking fee. Custom hook change request items returned are subject to a $5 restocking fee. Some limited, hand-made products are subject to a $10 restocking fee and this will be specified clearly on their relevant product pages.
In most cases, we are able to get orders fulfilled from our warehouse within 1-3 business days. Then, your package is picked up by USPS and typically takes 3-5 days in transit to delivery. An order placed with standard (USPS First Class) shipping should arrive within the week!
For online purchases, the most efficient method of "exchanging" product is to reach out to our Customer Service team at info@nickelandsuede.com or via phone at (816) 467-4600. A representative can assist with generating a return label for your item, and making a note for our staff to send you a digital Nickel & Suede gift card for the item once the return is processed. This digital gift card can be used online and in-store to purchase an item that you'll love. If a new/recent product is gifted to you and you'd prefer a different item, reach out to info@nickelandsuede.com and they can walk you through steps to receiving your digital gift card.
Shine Squad
Below are answers to questions regarding our rewards program.
Shine Squad is Nickel & Suede’s loyalty program that rewards you for shopping with us! In addition to earning points on purchases, you’ll also receive access to exclusive promotions, products, and bonuses like birthday points and referral points.
Create an account online through the Shine Squad portal or sign up with an Associate in one of our retail stores. If you already have an account withnickelandsuede.com, then you do not need to create a new Shine Squad account. Simply use your email address and password to log in to your Shine Squad account. We recommend signing up before you make your first purchase, but you can join anytime! You will receive an email confirmation that your account has been created and you should be able to start earning points right away.
As a member, you will earn points for every $1 spent online. We currently offer three tiers – Love Your Light, Shine Bright, and Glow Girl. Please see our Tiers chart on our Shine Squad page for more details here.
Earn one point per $1 spent online or in-store. For customers who reach Glow Girl status, those customers will receive 2 points for every $1 spent online or in-store. Customers must be logged into their accounts to receive points towards their purchase.
Once you have accumulated at least 500 points, you can redeem points through the Shine Squad accounts page. Please make sure you are logged into your account first. Rewards are not eligible to be redeemed via N&S live. Points will expire 12 months after inactivity. For example, points earned from a purchase made on March 31, 2022, will expire on March 31, 2023.
Some already-discounted products are not eligible for further coupons to be used, such as the Earring of the Month. Discount codes also cannot be stacked at check-out. We thank you for your understanding!
When shopping online, you must be logged into your account using the email address associated with your Shine Squad membership. For in-store purchases, notify the sales associate upon checkout that you are a Shine Squad member and provide the email address associated with your account. Associates will apply the customer account to the order, and points will be awarded.
Log in to your Nickel & Suede account associated with Shine Squad and make sure you have entered your birthday and that you are subscribed to our emails. In the rewards portal panell, click on "Ways to Earn" and then follow the instructions to add your birth date! To receive birthday points, customers must enter their birthday into their profile at least 30 days before their birth date. You will receive a special email on your birthday with more details on your gift.
You must be signed up for our email newsletters to receive a birthday gift from Shine Squad. You can sign up for our email newsletter here.
Earn 1,000 points for every referral you make! Simply send a referral link to a friend or family member who is new to Nickel & Suede. They’ll receive a $10 credit toward their first purchase of $50+ before tax. You’ll see the 1,000 points in your Shine Squad account once they have made their first qualifying purchase. Only new customers who have never purchased on nickelandsuede.com or in-store will be eligible to be referred. Nickel & Suede reserves the right to disable any account suspected of abuse of our referral and rewards program.
If you return any item to Nickel & Suede, your points will be deducted from your Shine Squad account. Shine Squad points are not eligible for refund or exchange. Please note that we cannot retroactively add points on past purchases to your account. You will start redeeming once your Shine Squad account has been created.
Our cart checkout only allows (1) discount or promotional code per order. This includes free shipping offers and the usage of points.
To spend your Shine points on a redeemable code, make sure you are logged into your account and that you are inside of the rewards portal panel. Click on "Ways to Redeem," and there you can choose what type of discount code based on your current points balance.
Products
Below are some common questions about our products
No, they do not. The Nickel in Nickel & Suede comes from our founder’s last name, Nickels. All of our leather earrings are made with luxury Italian leather and our earring components are made with highest quality silver, 14k gold, or surgical steel.
We love to introduce new colors and textures, and there are times when we sell out and are unable to restock leathers. Many of our leather hides are limited, so we recommend you purchase it before it sells out. For older styles, keep checking back as we love to re-introduce seasonal colors and styles.
Ordering
Below are some common questions about placing an order.
We will gladly replace a single earring of most available leather earrings on our site. Replacement earring prices vary from $18-28 depending on the style. Prices include shipping but taxes may apply. Please contact customer service at info@nickelandsuede.com to process your single earring order.
Exceptions: Due to the variant nature of our Camo, Leopard, and Gray Python and other similar leathers, we are unable to replace single earrings of those available styles as we cannot guarantee a perfect match for your replacement earring. Statement earrings that have additional hardware or post may not be eligible for replacements.
Leave us a note in the "Order Comments" box (after you select your shipping method on the checkout page) that the order is a gift. We will make sure the recipient receives a gift receipt with no price shown on the invoice.
Final sale items are unable to be returned, exchanged, or refunded. If a final sale item is discounted, we are unable to honor any customization requests including hook or hardware changes.
If you accidentally ordered the wrong item, please return the item(s) within 21 days of online or retail purchase date for a full refund. Then place a new order for the item you would like. Please read the returns policy here and generate a free return label here!
We will gladly honor a one-time price adjustment per purchase on full-price, in-stock merchandise within seven (7) days of the retail purchase or online order date, if accompanied by the original receipt or order confirmation email. Items not purchased at full price are ineligible for price adjustments. Adjustments will be issued in the form of store credit and cannot be applied retroactively. Your store credit never expires and will automatically deduct from your next purchase at checkout. To receive a price adjustment, visit us in-store or contact Customer Service at info@nickelandsuede.com.
Most of our customers prefer size medium, and we tell everyone who asks to start there. The earrings are so lightweight that you'll find any size extremely comfortable.
Statement Earring Sizes:
Small: 1-2”
Medium: 2-3”
Large: 3-3.5”
Please visit our size chart for more details on our statement earrings and sizes.
Yes, we offer size extra-small as a custom order available in either a Teardrop (1.5”) or Nova style (1.6”) in most solid leather colors*. The price will be the same as a small, medium, or large size. Please leave a note in “Order Note” at checkout clearly stating that you would like a size “XS” in the earrings that you purchased, and we will be happy to make a custom pair.
All XS requests are considered custom orders and are subject to a $5 restocking fee for any returns. Please refer to our full Returns Policy for more info.
*XS are only available in Teardrop or Nova styles. Due to the variant nature of some leathers, we are unable to make minis in certain leathers such as Camo Suede, Leopard, Knit, or embossed prints such as Nouveau or Sedona.
In most cases, yes. We offer complimentary hook changes on most of our signature styles* including the Teardrop and Gem. Simply add a note in the “Order Note” at checkout, and clearly state if you would like gold, silver, or surgical steel hooks and we will gladly switch them out. If you have extra sensitive ears, we recommend surgical steel hooks. Please note that requesting a hook change may delay your shipment as this does require custom work from our Production team.
*Statement earrings that have additional hardware or posts such as the Luna, Isla, Sweetheart, Superstar, or Aster Hoops, Beaus, Indie Fringe, Demi, Disc Statement, or Gem Statement earrings are not eligible for hook changes.
There is a lot going on here at Nickel & Suede, which makes it difficult to accommodate custom orders. We are, however, very interested in knowing what you have in mind, so send us an email at info@nickelandsuede.com. We'll see what we can do!
Other
Below are some answers to more specific questions.
We do! Our influencer gifting program is designed to give influencers an opportunity to experience and share Nickel & Suede products. If you are an influencer, we want you to experience our lightweight statement accessories for yourself! Please email requests to info@nickelandsuede.com and include a copy of your media kit. Nickel & Suede is affiliate brand on rewardStyle and will soon be an option for Amazon affiliates.
*Qualifying media may request 1 pair of Nickel & Suede earrings. All requests must be emailed to info@nickelandsuede.com. Please include a copy of your media kit.
Yes, we do! Please reach out to our Customer Service at info@nickelandsuede.com to discuss your wedding or bridal party needs.
Text to Shop is a service for customers to shop, purchase and get product help via SMS messaging. Simply text the listed phone number for the retail location you would like to reach. A notification will be sent to an associate on staff. Anyone can utilize the Text to Shop service. Nickel & Suede does not charge a fee or premium, however standard SMS and data rates apply. Please check with your service provider.
On duty retail associates will respond to messages. Customers are free to request a specific associate to help, but anyone on staff that day can respond. Customers will be able to purchase via text any items that are available in-store. In addition to in-store items, retail associates are trained to order any product that is not in-store and have it shipped to the customer if available at another location.
Customers may call the store to pay over the phone. They are also welcome to pay via text message, as all messaging information is deleted for privacy and security purposes.
We do ask that customers be mindful of busy times. Customersmay experience response delays as associates help in-store customers. Any message received outside of normal business hours will be returned the following business day.