As we stand behind the quality and craftsmanship of every piece and product that leaves our studio, your satisfaction is of utmost importance to us and we enjoy working with our customers very much! If for some reason you are not satisfied, please feel free to reach out to our team via email, and we will work with you to give the best experience possible. 

With organic materials such as stones, gold and hand made craft, there may be subtle variances in texture and stone hue from one piece to another.  This is the beauty of hand made and it attests to the value of every one of a kind item we create for our clients.  

 

Lead Times

Lead times will vary seasonally and are based on the amount of pieces currently in construction, so please inquire at the time you are ready to purchase for most accurate ship date estimate.  As each piece is hand created and every stone is custom ordered to suit the varying needs and desires of each client, typically 3-5 weeks should be expected.

 

Re-Sizing/Repair outside of warranty

Every piece of fine jewelry that leaves our studio is custom made to size, so please make sure your sizing is correct upon placing an order. As a bespoke design studio, we consider it a great privilege to focus on creating and building quality, one of a kind pieces for our customers, from the ground up.  As our time and attention is fully devoted to this realm, we do not offer extracurricular repair/re-sizing services beyond the warranty. We leave these practices to our colleagues and professionals who's emphasis is on that type of work.  They are able to offer an array of repair services in a quick and effective manner and the customer is able to avoid shipping and security costs involved with transporting fine jewelry.  

Many of our customers enjoy utilizing their local repair shop for re-sizing, if they fall in love with an item in our case and want to have it re-sized, rather than waiting for a whole new ring to be built. Should a piece need to be re-sized at any point after construction and arrival, re-sizing is a very common, easy process and a professional repair studio will be able to get your ring back to you, typically, within a day or so. Re-sizing and stone securing (should it be necessary down the road), are two of the most common practices for repair jewelers.  Always double check with the hired jeweler that each stone has been re-secured properly after re-sizing.  Bear in mind that we cannot guarantee the work of other companies, any piece that has been resized or worked on by a third party will no longer be held within our warranty, so it is always important to seek out a trustworthy studio when adjusting jewelry.

Each piece is carefully inspected by our team before leaving our studio, to ensure you receive the very highest quality. In the rare case of a manufacturer error, it should be noticeable upon arrival, and we encourage our customers to reach out as soon as possible if there is any possibility of a defect, so we can provide you with the highest degree of care.

 

Ring Guarantee

We are proud to offer our customers peace of mind, with a 1 year warranty on all rings, covering any manufacturer defect.  

For additional coverage, many wearers enjoy utilizing jewelry insurance.  This is provided through their personal insurer, or Jeweler's Mutual Insurance. These comprehensive policies are commonplace among jewelry owners and are created for jewelry coverage/wear and tear, beyond the rare manufacturer defect (damage,  accident, stone breakage, loss of stone, loss of piece, theft).  

Our extended one-year guarantee on all rings, covers construction of the piece, missing pave stones (pave stones are .01 carats and smaller. Stones that go missing that are larger than pave size are not covered, but can be insured through your personal insurer or Jeweler's Mutual) and loose stones (a loose stone due to bent prongs is not a manufacturer error, but can be easily remedied by a local repair studio). This means that if there is an error in design or a manufacturing flaw, you can rest assured that we will repair or replace, free of charge.

Warranty exclusions overview:

  • Bent, snagged or mis-shapen rings
  • Bent prongs, loose stones due to bent prongs
  • Accidents, impact, stone breakage
  • Missing stones larger than .01 carats
  • Pieces that have been re-sized or worked on by a third party

Accidents happen and for any of the above damages that occur outside of a manufacturer defect, we suggest referencing a local, reputable jewelry repair studio. These repair professionals are incredible craftsmen and women and specialize in these types of remedies.

Please bear in mind that all fine jewelry requires care, all solid gold is malleable and should be removed during strenuous activities such as weight lifting, rock climbing, etc.

 

Earring, Necklace & Cuff Guarantee

For earrings, necklaces and cuffs we have a 30-day policy. This gives ample time for any manufacturer defect or faulty chain link, to reveal itself.  We will happily repair or replace any piece within this time frame free of charge.  Stretched/snagged chains are not considered a defect.  As with all fine jewelry, gold and stones require special care on the part of the wearer and there can be some unfortunate damages that are not a result of construction, this is why we encourage our clients to insure their jewelry, should they want that complete peace of mind in regards to accidents and mis-haps. Any damage to the piece past the warranty is considered normal wear and tear. 

 

Stones

We pride ourselves on offering the very highest quality in stone selection to our customers. Precious stones vary in their hardness and fragility. Please be aware that some stones will be softer than others. The care of every stone and the knowledge of stone criteria, prior to ordering, rests with its purchaser. Once a piece leaves our studio, we cannot guarantee the stone against damage during wear, or loss. Jewelry insurance is often utilized by those hoping to insure their stone against loss, theft or damage.

We  offer a wide array of stone options, to suit each customer's individual needs and desires. We source every stone from the top stone cutters and grading companies in the industry, guaranteeing optimum light dispersion, quality cut and ethical sourcing.  Every stone is certified conflict-free and our diamonds adhere to the Kimberley Process.  Each variety of stone requires different levels of care, and we encourage our customers to do their research to determine which stone suits their personal lifestyle. All stones are final sale and we are not liable for any stone damage or loss incurred during wear, per industry standard. 

 

Returns

To be eligible for a return (rings are not eligible for returns as they are custom made to order), your item must be unused and in the same condition that you received it. It must also be in the original packaging.  Email notification is required prior to shipping a return so that we are ready to receive and approve it. Several types of goods are exempt from being returned.

Items that are non returnable include:
Any item not in its original condition. Any item that is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery.

To complete your return, we require a receipt (email) or proof of purchase shipped with the return.

If you aren't sure whether your piece qualifies for a return, please reach out to our team via email.


Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.  Next contact your bank. There is often some processing time before a refund is posted.  If you’ve done all of this and you still have not received your refund yet, please contact us at info@whitneyshelhamer.com.


Exchanges

We are more than happy to replace items if they are defective or damaged by our error.  If you need to exchange it for the same item, send us an email at info@whitneyshelhamer.com and send your item to:

Whitney Shelhamer
PO BOX 2959
Florence, Oregon 97439

 

Shipping

To return your product, please mail your product to:

Whitney Shelhamer
PO BOX 2959
Florence, Oregon 97439


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. In the case of a manufacturer error, we will send you a custom return label, free of charge. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $50, we encourage you to use a trackable shipping service and purchase shipping insurance. Until the piece reaches our studio, we cannot guarantee it's safety or delivery and cannot offer any refunds or exchanges for items lost or damaged during shipment. 

We sincerely hope this information helps! If you have any questions regarding our policies, please feel free to reach out to our team via email at info@whitneyshelhamer.com.