FAQs
Seeking a bit of assistance? You've come to the perfect spot!
Dive into our FAQs for swift answers to your most frequently asked questions about Catnaps & Catnip.
Basic store questions, shipping & returns policies, contact
General Questions
What is the return/exchange policy?
You can find our Returns and Exchanges policy here.
What payment methods do you accept?
We accept Visa, MasterCard, Discover, and American Express.
You also have the option to pay with Shop Pay, PayPal, Google Pay, and Apple Pay.
How to I contact you?
Please visit our Contact Us page.
Information and care
Product Questions
What are your base metals?
- Gold plated and silver plated pieces have a brass base.
- Gold vermeil and rose gold vermeil pieces have a sterling silver base.
- Gold filled is composed of a solid thick layer of gold bonded to a base metal.
How do I take care of my jewelry pieces?
With the right care, your Catnaps & Catnip jewelry can stand the test of time.
Sterling Silver: Sterling silver jewelry, when looked after properly, can be cherished and even passed down through generations. We actually encourage you to wear your silver every day! Regular use helps reduce the need for extra care. Occasionally, silver may tarnish if it’s exposed to salt, air, or products containing sulfur.
Gold Filled / Gold / Rose Gold Vermeil / Gold / Rose Gold /Rhodium Plated: We recommend removing your jewelry before showering, exercising, or swimming. Gold Filled, Vermeil, and Plated pieces may tarnish when exposed to perfumes, lotions, or hair products. Harsh chemicals like bleach, oil, jewelry cleaners, or polishing cloths can affect the finish, so it’s best to avoid them. To help keep your jewelry in pristine condition, store it in its Catnaps & Catnip dust bag, a sealed plastic bag, or a dry cloth bag.
Piercing Style Earrings - Gold Plated over Brass Pendant: These earrings feature a surgical steel post and ball backing, making them suitable for those with mild skin sensitivities. However, the pendant is 18k gold, 18k rose gold, or rhodium plated over brass, which might cause slight irritation for those with moderate or very sensitive skin. Be sure to remove these before showering, swimming, or working out. Refer to the advice above for plated jewelry for more detailed care instructions.
Shipping Questions
I've put in the wrong address for my order.
If you've accidentally provided the wrong address and your order hasn't shipped yet, we'll do our very best to update it with the correct details.
However, we can't promise that the address will be changed in time. If you need assistance, please email us as soon as possible.
I never received an order confirmation email and/or shipping confirmation email.
If you haven't received an order confirmation or shipping confirmation email, don't worry!
These confirmations are always sent to the email address or phone number provided at checkout. They can sometimes end up in your spam folder, so be sure to check there first.
If you entered a mobile number instead of an email address during checkout, please check your text messages, as the confirmations will be sent via text in that case.
If you still can't find your confirmation, feel free to reach out to us for assistance.
My package was returned to sender.
If your package is returned to us for any reason, you’ll need to cover the cost of having it shipped out to you again.
Do you ship internationally?
Unfortunately, we do not ship internationally at this time.
I received the wrong item.
If you received the wrong item, please contact us and provide your order number.
My order was damaged.
We take great care in packaging all of our items, and each piece is thoroughly inspected before it’s shipped.
However, if an item is unfortunately damaged during transit, we’re here to help you resolve the issue. If a charm or chain arrives damaged, please contact us.
Please keep in mind that some items may have slight variations due to their handmade nature.
Order Issues
I chose the wrong item.
If you notice any errors in your final order, please email info [at] catnapscatnip.com as soon as possible.
If your order hasn’t shipped yet, our we will do their best to make the necessary changes.
However, we can’t guarantee that we’ll be able to correct the order in time.
I never received an order confirmation but my card was charged?
If your card was charged but you don’t think the order went through, it’s likely that you’re seeing a pending charge.
This charge should be reversed within a few business days, but the exact timing depends on your bank.