FREQUENTLY ASKED QUESTIONS

Dive in to discover more about what makes our jewelry exceptional.

Jewelry

What is the difference between standard and recycled metals? 

• Standard metals are mined, causing environmental impact. Recycled metals reduce mining, save energy, and are equally eco-friendly and high-quality. 

What materials are your jewelry made from?

• We use 10k, 14k, and 18k gold, platinum, sterling silver, and gemstones like diamonds, sapphires, and emeralds.

Can I customize my jewelry?

• Yes, we offer customization for various pieces.

Can I engrave my jewelry?

• Yes, engraving is available, with size varying by item.

Is your jewelry hypoallergenic?

• Yes, our jewelry is made from nickel-safe gold and platinum, meeting European standards for sensitive skin.

What is your return policy?

• Returns or exchanges are accepted within a specified period if the jewelry is in original, non-customized condition. 

How do I care for my jewelry?

• Clean regularly with a soft cloth and mild soap. Avoid harsh chemicals and store pieces separately to prevent scratches.

Do you offer warranties on your jewelry?

• Yes, all pieces come with a warranty covering manufacturing defects. We also offer cleaning, resizing, and prong-tightening services.

What should I do if my jewelry needs repair?

• Contact customer service or fill out the form on our orders page. We offer a care plan with most products provided by Jewelers Mutual.

Custom Jewelry

What types of jewelry can be customized?

• We offer customization for rings, necklaces, bracelets, earrings, and more. 

Can I bring my own design?

• Absolutely! We’ll work closely with you to turn your concept into reality.

How does the customization process work?

• We begin with a consultation, followed by design sketches or 3D renderings for your approval. Once finalized, we create your piece.

What materials can I choose from for custom jewelry?

• Choose from 10k, 14k, and 18k gold, platinum, sterling silver, and various gemstones like diamonds and sapphires.

What is the cost of a custom jewelry piece?

• Costs depend on design complexity, materials, and craftsmanship. We provide a detailed quote after the consultation.

Can I make changes to the design once the process has started?

• Minor adjustments can be made during the design phase. Significant changes after production starts may incur additional costs or time.

Shipping

What are your shipping options?

•  We offer standard, expedited, and express shipping. Costs and delivery times vary by location.

Do you offer international shipping?

•  Yes, we ship internationally. Shipping costs and times vary by destination.

How long will it take to receive my order?

•  Standard shipping takes up to 12 days.

How can I track my order?

• You’ll receive a tracking number via email once your order ships. Use it to track your package online.

What should I do if my package is delayed or lost?

• Contact our customer service team, and we’ll help locate your package or arrange a replacement.

Do you offer free shipping?

•  Yes, we offer free standard shipping on orders over a certain amount.

Can I change my shipping address after placing an order?

• Contact us immediately to change your address. We’ll do our best to update it before shipping. 

What if I need to expedite my shipping after placing an order?

• Contact customer service ASAP. We’ll try to adjust the shipping method if possible.

Is the shipment insured?

• Yes, all shipments are insured for your peace of mind.

What should I do if my package arrives damaged?

•  Take photos of the damage and contact us immediately for a replacement or refund.

Orders & Tracking 

How do I track my order?

• Once your order is shipped, you will receive an email with a tracking number. Use this number to track your package on the carrier’s website.

Where can I find my tracking number?

• Your tracking number is included in the shipping confirmation email. If you can’t find it, check your spam or junk folder.

What if my order is delayed?

• If your order is delayed beyond the expected delivery date, check the tracking details for updates or contact our customer service for assistance.

Can I cancel or modify my order after placing it?

• Once an order is placed, it can only be modified or canceled within a short window of time. Contact our customer service immediately if you need to make changes.

How are duties and taxes handled?

• Duties and taxes are calculated based on your shipping destination and are typically due upon delivery. International customers are responsible for any customs fees.

What are the accepted payment methods?

• We offer installment plans through Affirm, Klarna, and Afterpay. We also accept Google Pay, Amazon Pay, Apple Pay, credit cards, and PayPal.

Return & Refund

What is your return policy?

• We accept returns within 7 days of receiving your order, provided the item is in its original condition and packaging.

How do I initiate a return?

• Go to your account or order page and follow the instructions to start the return process. If you have any issues, contact our customer service team.

Are there any items that are non-returnable?

• Yes, customized or personalized items are non-returnable. Please check our return policy for a complete list of non-returnable items.

How long does it take to process a return?

• Once we receive your returned item, it typically takes 5-7 business days to process the return and issue your refund.

Will I be charged for return shipping?

• Return shipping is free for domestic returns. For international returns, the shipping cost will be deducted from your refund.

How will I receive my refund?

• Refunds will be issued to the original payment method. Depending on your bank or payment provider, it may take 5-10 business days for the refund to appear in your account.

Exchange

What is your exchange policy?

• We accept exchanges within 7 days of receiving your order, provided the item is in its original condition and packaging.

How do I initiate an exchange?

• To initiate an exchange, go to your account or order page and follow the instructions for the exchange process. If you have any issues, contact our customer service team.

Can I exchange a gift without the receipt?

• No, a receipt is required to process an exchange for a gift.

Are there any items that cannot be exchanged?

• Yes, customized or personalized items cannot be exchanged. Please refer to our exchange policy for a complete list of non-exchangeable items.

How long does it take to process an exchange?

• Once we receive your item for exchange, it typically takes 5-7 business days to process and ship the replacement item.

Will I be charged for shipping on an exchange?

• Shipping for the first exchange is free. For any additional exchanges, a shipping fee may apply.

Warranty & Repairs

What does your warranty cover?

• Yes, all products come with a warranty covering manufacturing defects.

What is not covered by the warranty?

• The warranty does not cover normal wear and tear, accidental damage, or issues caused by misuse.

How do I claim a warranty?

• To claim a warranty, please contact our customer service team with your order number and details of the issue. We’ll guide you through the process.

How long is the warranty valid?

• The warranty is valid for one year from the date of purchase.

What happens if I need a repair after the warranty has expired?

• Yes, we offer a care plan through Jewelry Mutual that covers most repairs and maintenance beyond the warranty period. 

What happens if I need a repair after the warranty has expired?

•If your warranty has expired, you can still contact our customer service team for repair options. We may offer repair services at a reasonable cost.