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Warranty and repairs
Every piece we make carries a one year warranty against manufacturing defects, including one free repair or rebuild. We built it, so we stand behind it.
Coverage
What the warranty covers
Because we manufacture everything in our own Los Angeles factory, a defect in one of our pieces is our mistake to correct. For one year from the day your order arrives, we will repair or rebuild any piece that fails from a fault in how it was made, one time, at no cost to you.
Covered
- Clasps that fail under normal wear
- Solder joints that separate
- Stones that come loose from their setting
- Chain links that open or break
- Finish flaws present from the start
- Anything that arrives already defective
Not covered
- Ordinary wear over time
- Accidental damage, bending, or crushing
- Loss or theft
- Work done by another jeweler
- Deliberate alteration
- Sterling silver turning green or darkening
What one free repair means
Your first warranty repair or rebuild inside the year is free, including shipping both ways. If the same piece needs work again after that, we will quote you a repair cost before doing anything.
Get it fixed
Filing a warranty claim
Warranty claims run through the same portal as returns and exchanges. You will need your order number, the email you ordered with, and clear photos of the problem.
Warranty claim
Look up your order, describe what happened, and upload your photos. Our team reviews it and comes back to you by email.
Have your order number and email address ready.
What to include
- Photograph the problem Take clear, well lit photos of the defect from a couple of angles. If a clasp or link failed, get close enough that the break is visible. Photos are how our team diagnoses the issue, so this step decides how fast your claim moves.
- Open a claim in the portal Look up your order, select the piece, choose warranty, and upload your images along with a short description of what happened and when you noticed it.
- Send it in Once we approve the claim we email you a prepaid label. Pack the piece securely and drop it off. We will confirm when it reaches our bench.
Do not repair it elsewhere first
Work done by an outside jeweler voids the warranty on that piece, even when the original problem was a defect on our side. If something has gone wrong, open a claim before taking it anywhere else.
Limits
Where the warranty ends
A warranty covers manufacturing, not the life a piece lives after it leaves us. The distinction is usually clear from the piece itself. A clasp that failed on its own looks different from one that was pulled apart.
Normal wear is not a defect
Gold and silver are metals, and metal responds to being worn. Chains thin slightly at friction points over years, rings develop small surface scratches, and polished finishes soften into a satin look. None of this is a fault. It is the material behaving the way it always has, and most of it can be brought back with a professional polish.
Sterling silver and skin
Sterling silver darkens with exposure to air and can leave a green mark on skin, especially in humidity or with lotions and perfumes. This is the copper in the alloy reacting, not a flaw in the piece and not a sign it is not real silver. A silver polishing cloth restores the surface in a minute or two.
Accidental damage
Bent bands, crushed settings, and snapped chains from a snag are not manufacturing defects. We can still repair most of them, and because we made the piece we can usually do it well. It falls outside the warranty, so we will quote you first.
Repairs
Repairs outside the warranty
The warranty runs a year, but we do not stop working on a piece after that. Whatever we made, we can repair, whether it is past the year or the damage was never a defect to begin with.
Contact our team with your order number and photos of the problem. We will tell you what the repair involves and what it costs before you send anything. Most work is done on our own bench by the same people who made the piece.
Questions
Common questions
The day your order is delivered, not the day you placed it. Your tracking confirmation shows the delivery date.
Yes. The coverage follows the piece, not the buyer. Whoever has it can file a claim, they just need the original order number.
No. On an approved claim inside the first year, we cover shipping in both directions.
It depends on the work. Our team will give you a timeframe once they have seen your photos and confirmed what the piece needs.
If a piece cannot be brought back properly, we rebuild it or replace it with the same item. If it is no longer in the catalog, we will work something out with you directly.
Per piece. Each item in an order carries its own one year coverage and its own free repair.
Yes, as long as we did the engraving. Engraving done elsewhere voids the warranty on that piece.
No, that is faster to solve. Contact us with a photo and we will send a replacement and cover the label, without going through the warranty process.
