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Get Free Shipping On All Domestic Orders Over $50

Frequently Asked Questions

About Our Jewelry

What types of metals do you offer?

925 Sterling Silver
10k Yellow, White and Rose Solid Gold
14k Yellow, White and Rose Solid Gold

What does K stand for?

Karat or K is the unit used to denote the purity of gold.

What is 10k gold and 14k gold?

The number before karat, or k, refers to how many parts out of 24 total parts are pure gold. 24K is the purest form of gold, but unfortunately, it’s very soft and cannot be used in jewelry by itself. In order to make jewelry that is hard and durable gold must be mixed with other metals such as Silver & Copper.10K gold contains 10 parts pure gold and 10 parts other metals. While 14k gold contains 14 parts pure gold and 14 parts other metals. To sum things up, 14k gold has more gold content compared to 10k gold.

What is 925 sterling silver?

Just like pure gold, pure silver is too soft for making jewelry. That is why it is mixed with other alloys to give it the hardness needed to make jewelry that stands up to the test of everyday wear. 925 Sterling silver is basically 92.5% pure silver mixed with 7.5% copper, zinc or nickel.

How will I know if my jewelry is authentic?

Great question! It is required by law for gold jewelry to be stamped with markings indicating the metal content. All our pendants and chains are stamped with their appropriate markings.

14K Stamp means the piece is 14 karats gold

10K Stamp means the piece is 10 karats gold

925 Stamp means the piece is 925 sterling silver

Does your jewelry have nickel?

All of our products are nickel free except for white gold products which contain small amounts of nickel.

Who makes your jewelry?

We manufacture all of our jewelry at our factory located in downtown Los Angeles.

Is your jewelry plated or solid gold?

We don't work with plated or filled gold. We only work with solid gold and 924 sterling silver.

Shipping & Delivery

When Can I expect My Order To Arrive And How Much Is Shipping?

US Orders Delivery Time

Standard Shipping for orders under $50 is $5

Delivered in 6-8 Business days

Standard Shipping for orders over $50 is FREE

Delivered in 6-8 Business days

Expedited Shipping is $24.99

Delivered in 4 Business days

Canada Orders Delivery Time

Standard Shipping is $19.99

Delivered in 9-12 Business days

Expedited Shipping is $39.99

Delivered in 4-5 Business days

International Orders Delivery Time

Standard Shipping is $19.99

Delivered in 9-15 Business Days

Expedited Shipping is $39.99

Delivered in 5-7 Business Days

What Countries Do You Ship To?

North America

United States, All US Territories, & Canada.

Europe

Belgium, France, Germany, Italy, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom.

Latin America

Anguilla, Antigua & Barbuda, Argentina, Aruba, Bahamas, Barbados, Belize, Bermuda, Bolivia, Brazil, Cayman Islands, Chile, Colombia, Costa Rica, Dominican Republic, Ecuador, Falkland Islands, French Guiana, Grenada, Guadeloupe, Guatemala.

Latin America Cont.

Jamaica, Martinique, Mexico, Moldova, Montserrat, Netherlands Antilles, Nicaragua, Panama, Paraguay, Peru, Saint Kitts & Nevis, Saint Lucia, St. Vincent, Suriname, Trinidad & Tobago, Turks & Caicos Islands, Uruguay, Venezuela, Virgin Islands - British

Africa

Egypt, Morocco, South Africa.

Asia/Oceania

Australia, Bahrain, Bangladesh, China, Hong Kong, India, Japan, Macao, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan, Thailand, Vietnam

Middle East

UAE, Saudi Arabia, Oman

Who Are Your Logistical Partners?

We work with the United States Postal Service and FedEx.

International Taxes & Duties

Shipping on international orders does not include applicable fees, tax, and duty charges that are based on your own country's policy. There will most likely be a charge by the carrier/country for customs/tax charges (this occurs with any international order for any company).

Payment Methods

Are payment transactions secure?

Yes. We use Authorize.Net as our payment processor, which provides the highest level of security, safe guarding customer information, never retaining sensitive information on our servers.

What payment methods do you accept?

We accept credit cards (Visa, MasterCard, Discover and American Express) and PayPal.  

Do you also accept checks and money orders?

Unfortunately we dont.

Returns & Exchanges

What is your return policy?

We have a 30-day return policy. If you aren’t totally satisfied with your purchase you can send your jewelry back for a full refund within 30 days of receipt. Items sent back outside the return window do not qualify for refunds.

  • Refunds will exclude shipping costs.
  • Customer will be responsible for return shipping costs.
  • Refunds will only be granted when returned items are in our possession.
  • All refunds will be credited to the original payment method.
  • Any items or orders that have minor adjustments and/or alterations will be charged a 20% restocking fee.

How do I return my items?

To send your item(s) back for a refund please make sure you are within the 30 day return window first.(30 day return window starts from the day you receive your item(s))

If you are within the 30 day window click here for detailed instructions on how to send your items for a refund.

Can I get a refund after 30 days?

Items sent back outside return window do not qualify for refunds. All items sent to us that are not eligible for refunds will be sent back.

When will I get my refund?

Refunds will only be granted when returned items are in our possession. Refunds may take up to 2 -3 business days to be processed after we receive them.

What is your exchange policy?

If you are not completely satisfied with your order, you can return your items for an exchange within 30 days from the date of receipt.

  • You will be responsible for return shipping costs unless Factory Direct Jewelry is at fault for sending you an incorrect or defective item.
  • All items sent to us that are not eligible for exchange will be sent back.
  • Any items sent back with minor adjustments and/or alterations will be void from an exchange and sent back.

How Do I Start An Exchange?

To send your item(s) back for a exchange please make sure you are within the 30 day return window first.(30 day exchange window starts from the day you receive your item(s))

If you are within the 30 day window click here for detailed instructions on how to start an exchange.

Warranty & Repairs

Do you have warranty on your items?

We offer a 1-year warranty against all defects in manufacturing and workmanship. All our items are carefully inspected before being shipped out. In the rare event that your items arrive defective or suffer from a manufacturing defect within the 1-year period, please send us an email at support@factorydirectjewelry.com with the following information:

1. Full Name
2. Order Number
3. Subject Line: Defect
4. Explanation of the defect
5. High quality photo or video showing the defects. If images are not provided, we will not be able to complete your request.

Our agents will look into your request and get back to you as soon as possible with an email.


Need More Help?

You can contact us by email, live chat or over the phone