The 30-Day Repair Guarantee.
We stand behind our workmanship. If something goes wrong with a repair we performed, contact us within 30 days of delivery and we will look into it.
Covered workmanship issues are redone or reworked at no additional labor charge, or refunded if a redo won’t solve the problem.
How to start a request
Contact us with your order number, a short description of the issue, and clear photos or video if you can. We will reply with next steps.
1
Contact us
Reach out within 30 days of delivery with your order number and a short description of the issue.
2
Share photos
Clear photos or video help us understand the issue.
3
Inspection
We inspect your item to confirm the issue is directly related to the repair we performed.
4
Resolution
Covered issues are redone or reworked at no additional labor charge, or refunded if a redo won’t solve the problem. If it isn’t covered, we can evaluate your item and give you a new quote.
What the guarantee covers
Covered
Reported within 30 days of delivery and directly related to our repair:
- A repaired area failing again shortly after service.
- A stone or component we set or repaired coming loose.
- Another workmanship problem tied to the completed repair.
We redo or rework covered issues at no additional labor charge. If we determine that redoing the repair won’t solve the problem, we refund the service fees you paid for that repair.
Not covered
- New or unrelated damage after delivery.
- Normal wear, accidental impact, misuse or loss.
- Pre-existing conditions or material limitations outside the approved repair.
- Changes made by another jeweler after our service.
- Appearance variation caused by the base metal, prior repairs or plating limitations.
- Requests made more than 30 days after delivery.
If a request isn’t covered, we can still evaluate your item and give you a new quote.
Refunds and cancellations
- Before work begins: cancel any time and get your service fees back.
- If we can’t do the work (material limits, structural risk, unavailable parts or other technical reasons): we explain why and refund the service fees for work not performed.
- 30-day guarantee: if a covered issue can’t be solved with a redo, we refund the service fees you paid for that repair.
- Partial completion: only the unperformed part of the service is refundable.
- Cancellation after we receive and inspect your item: the refund depends on the work already performed.
- Shipping and insurance: shipping labels that the carrier has scanned, and insurance purchased, are not refundable once used.
- Work performed as ordered is not refundable, except under the 30-day guarantee.
How refunds are paid
Approved refunds go back to your original payment method. They usually appear within your bank’s or card’s normal processing time. For Affirm orders, the refund is applied to your Affirm loan. For PayPal orders, it goes back to your PayPal account.
What happens next
Who pays shipping for a guarantee request?
For most return or evaluation requests, round-trip shipping (to us and back to you) is billed at our standard FedEx 2-Day (Roundtrip) rate.
If the issue is clearly a covered workmanship problem reported within 30 days of delivery, we may cover the round-trip shipping.
What if my item is lost or damaged in transit?
If an item is lost or damaged in transit, we check the shipment records and carrier status to decide the next steps. Any refund or claim depends on the shipping method, the declared value and coverage, and the carrier’s findings. See our Insurance Policy for how claims work.
What happens after 30 days?
The guarantee window has ended, but we’re still happy to evaluate your item and recommend a repair with a new quote.
Tell us what happened.
Have the order number and clear photos ready so our team can look into it.