FAQ

Custom Design & Customization

Do you offer engraving?  Engraving is a great way to add a level of personalization to any jewelry. The charge to engrave depends on the length of your message; to have a piece of our jewelry engraved, email hello@jennistuart.com.

Can I order something in a color or material not listed on the website?  We can customize any of our jewelry to your specifications. Email us at hello@jennistuart.com if you'd like to order one of our pieces in a different metal, swap diamonds for gemstones, or make any other adjustments.

I have an idea for something new - can you help me make it real?  Absolutely! We specialize in custom design, and would love to help you create something unique. Get started on our Customization & Custom Design page.

Can you set a stone I already have? Yes! We can work with your diamonds and gemstones to create something new, whether it's a design from our collection or something brand new. Contact us to get started!

 

Ordering

How long will my order take?   We'll start production on your order as soon as we receive it, and most pieces take 1-2 weeks to complete. If you need your order faster, contact us to request expedited production/shipping.

Why don't I see necklaces in platinum?  Platinum is a soft, heavy metal. Because of those attributes, platinum chains tend to stretch out over time, so we don't recommend using platinum for necklaces. If you have a nickle allergy and want to order one of our necklaces in platinum, just contact us!

Can I change or cancel my order? Yes, if you'd like to add or change items in order, contact us as soon as possible. To cancel your order, you must contact us within 24 hours of placing the original order. If your jewelry has already gone into production, we may need to deduct a fee from your refund, or charge a fee to enact the change you request.

 

Adjustments & Resizing

Can you resize my ring? We're happy to resize a ring purchased from us if it doesn't fit quite right, subject to a $75 resizing fee.

Can I add an extender onto my necklace or bracelet? Extenders can be added to any necklace to create an adjustable length, $14/inch in silver, and $25/inch in 14k gold.

  

Shipping & Returns

What is the warranty on your jewelry? All of our 14k gold or platinum jewelry is warrantied against manufacturer defect for the lifetime of the piece. If your jewelry breaks or is damaged because of a design or fabrication error, we will happily repair or replace the piece at no charge. Sterling silver jewelry is covered by this warranty for 1 year from date of delivery.

This warranty does not cover normal wear and tear, scratches, damage caused my misuse or improper storage, or unauthorized modifications. Loss of semi precious stones and small melee is also exempt from this coverage. Having your jewelry modified or resized by another jeweler voids any warranty on the piece.

Where does my order ship from? Your jewelry is made in Salem, MA - and it will ship directly from there to you!

Where do you ship to, and how much does it cost? We ship anywhere within the United States, and all orders ship for free.

Can I get my item sooner? Yes, we can provide expedited production and shipping when needed. Contact us to let us know when you need your order, and we'll let you know what we can do!

How do I cancel my order? If you need to cancel your order, please contact us within 24 hours of the original purchase. If your order has already gone into production, a $50 fee will be deducted from your refund.

What is your return policy? Unworn jewelry is eligible for return within 30 days of delivery. The jewelry must be in original packaging and accompanied by a receipt. Learn more about our return policy on our Shipping & Returns page.

How do I return an item? Please contact us if you need to return your item within 30 days of purchase, make sure you include your order number and a reason for the return. We'll respond with a return authorization number and shipping instructions. Learn more about our return policy on our Shipping & Returns page.

 

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