Contact Us

How to reach us

Monday to Friday, 10:00 AM to 5:00 PM Central, and Saturday, 11:00 AM to 4:00 PM Central. Closed Sundays and federal holidays. Email and voicemail that arrives outside those hours is handled when we are next open.

When you will hear back

We read every message and we reply. If your question needs an answer we do not have yet — a feasibility check at the bench, a capacity read on the queue — we will tell you that, and tell you what we are waiting on, rather than leave you without a reply.

What to include

If your question is about an order that already exists, send the order number. If it is about a piece you are considering, tell us the piece and what you want to know — size, weight, stones, whether it can be made a different way.

Starting a custom piece? The Custom Jewelry page lists what to tell us and every commercial term before you commit to anything.

If something has gone wrong

A faulty or damaged piece: contact us within 21 days of delivery. Send the order number and photographs of the fault. On a confirmed fault you are charged nothing at all — no restocking fee, no paperwork fee — and we pay the return shipping. We repair, replace, or refund, and we tell you which and why before we do it.

Changed your mind? You have 21 days from delivery, and you do not have to give us a reason. The piece comes back unworn and undamaged, in its original packaging, with any paperwork that shipped with it — if supplied paperwork is missing we charge what the replacement document costs us, and we tell you that cost in writing before you send anything back. You pay the return shipping and insure it, and the original shipping charge is not refunded. Read the full terms before you order, not after.

Contact us before you send anything back — an unannounced return cannot be processed.

A package that is delayed, lost, or stolen: contact us and we will handle it. We file and manage the carrier claim on your behalf and stay with it through to resolution. Report a package that has not arrived within 7 days of the delivery date shown in your tracking, so we can act inside the carrier's claim window.