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We're Here To Help

Our customer service experts speak to hundreds of customers each week. Here is a list of the most common questions. If you cannot find an answer, don't hesitate to contact us.


About Us

  • Who are you? What makes Jewlr unique?

    We are a leading online retailer of personalised jewellery. Every Jewlr item is manufactured in North America and shipped directly to customers in the USA, Canada, Europe, and Australia. Every item can be highly personalised by selecting metals, gemstones, and engravings to meet your exact style.


  • Where is Jewlr located?

    Jewlr is based out of Toronto, Ontario, Canada. All of our jewellery is proudly made-to-order in the United States and Canada.


  • Do you have any stores I can visit?

    No. Jewlr is an online retailer, that actually produces our own products. Due to this model, we do not need to carry any inventory, and we are able to offer exceptionally affordable prices for personalised jewellery.


  • Do you have a warranty on your jewellery?

    Yes, we have a one-year warranty against any manufacturing defects on all of our jewellery. Any damage sustained by misuse or alterations not done by Jewlr will void the warranty. Please view our warranty information page for more details.


  • What is a Wish List?

    Jewlr’s Wish List is a convenient way to keep track of all those special items you want. Personalise up to 8 pieces with multiple customisations, save them to your list, and share with your friends and family. Wish lists are great for special occasions - let others know what you’re looking for, or share gift ideas for someone special.


  • What are your customer service hours?

    Customer service is open Monday to Friday from 9am to 5:30pm Eastern Standard Time, excluding holidays. Our offices are closed over the weekend. During holiday seasons, we offer extended hours.

Orders

  • Will my ring look exactly like the preview image on the web site?

    When you personalise a ring on Jewlr, you will see a preview of your item with your selected options. This preview is intended to give you an idea as to what your item will look like so there are no surprises.


  • When will my order be processed?

    All orders placed during business hours will be processed right away. All orders placed on weekends or holidays will be processed on the following business day. The approximate delivery time always accounts for weekends and holidays, and is an accurate date to rely on.


  • I need an engraving that is longer than the allowed number of characters. Can you still do it?

    It depends on the style. There may be certain styles where additional characters may be allowed if we feel that the addition will not compromise the design. Ring size can also be a factor. Please email us with the specific item style code and desired number of characters when inquiring.


  • How do I sign up for an account?

    You can sign up by clicking the 'My Account' button and follow the simple steps. As a convenience, if you checkout as a guest, we automatically create an account for you and you will receive a confirmation email with an order number and your account information. You can use your account information to check on the status of your order.


  • Do you put the purchase receipt in the box?

    There are no receipts put in the box so that it can be shipped directly to someone as a gift. The only receipt you will receive is by email with the order confirmation email.

Payment

  • Do you have a Jewlr credit card?

    No we do not have a credit card. Jewlr offers a Jewlr Gift card which can be used for any Jewlr item. The Jewlr Gift Card is an electronic gift card that can be used online at Jewlr. It is the convenient and easy gift to give when you’re late or when you just don’t know what to give!

Promotions

  • Where can I get a coupon code?

    You can sign up for an account or newsletter, and as a thank you, you will receive a discount promo code.


  • Why was my coupon not applied to my order?

    Coupons are applied to all Jewlr purchases in your cart except for add ons such as photo boxes, gift wrap or premium gifts.


  • What are add on or bundle items?

    Add ons and bundled items are optional, and are available to you at checkout because of the special item you are purchasing.


  • Will the code be applied to items on sale?

    Yes, promo codes are applied to sale items.


  • What is a multi-level coupon?

    A multi-level discount coupon will discount your order in different increments based on the total value of your order. That is, the more you spend, the larger the discount.

Jewellery

  • What Is Family Jewellery?

    Family jewellery are items that carry a special meaning and significane, representing loved ones. Family jewellery can be any jewellery type such as a ring, necklace or bracelet. It is typically purchaed for a grandmother, mother, or daughter and is set with the birthstone of each family member. Some family jewellery can be engraved with each family member's name or just the family's surname for that added personal touch. All Family Jewellery products carry a theme surrounding families and love.


  • What is a Mothers Ring?

    A Mother's Ring is a symbolic ring that represents a Mother's love for her child, children or entire family. It is customary to include the parents birthstones on a Mother's Ring, but having just the child's or children's birthstones is also common. Often, these items are further personalised with custom engravings of children's names or the family surname.


  • What is a Grandmothers Ring?

    This special ring features the gemstones of the Grandparent's children and her children's child or children. Alternatively, it can feature just the grandchild or grandchildren's birthstones. Styles range from 5 to 12 gemstones.


  • What is a Daughter's Ring?

    A Daughter's Ring typically has 3 gemstones, but not always, with a predominant or centre birthstone representing the daughter's birth month. Two smaller birthstones represent the birth month of the Mother and Father.


  • What is a Promise Ring?

    A couples ring is a cherished keepsake between sweethearts; these rings have 2 stones representing the birth months of the couple and often include personal engravings.


  • What is the difference in font styles?

    We offer 4 different engraving font options:

    Classic- This is a timeless font, easy to read and see. This font is best when you want your engraving to be very legible.

    Modern- This is an effortless, more rounded font. The text style is soft and gentle while still being bold.

    Italic- This font is slightly slanted and thinner in width. It is sleek and classy in appearance.

    Cursive - This is a dainty and elegant script font that, because of how fine it appears, can be a little bit more difficult to read.

Jewellery Care

  • How do I care for my jewellery?

    First and foremost, avoid chemicals as they can alter the metal in your jewellery. Remove your jewellery when doing any household cleaning or wear rubber gloves to prevent chemical contact with your piece. Also, avoid chlorinated pools or hot tubs while wearing your jewellery as these will speed up the tarnishing process. We also recommend you apply any perfumes, cosmetics, and hairspray before putting on your jewellery as the chemicals may dull the shine.

    Store your jewellery in a clean, dry place. Exercise care when wearing your piece as stones can chip if hit on hard surfaces. Avoid harsh chemicals, and clean your jewellery regularly.


  • How should I clean my jewellery?

    We recommend you periodically clean your jewellery in a mixer or warm water and mild detergent to maintain its shine. Use a toothbrush or other soft brush to dislodge any pieces of dirt that may be stuck to the piece. Use a soft, lint-free cloth to polish your item and keep it lustrous.


  • How do I untangle my chain?

    To safely untangle your chain without damage, you will need two fine-point needles and a dab of oil (baby oil, olive oil, vegetable oil, etc.) First, place the chain on a flat surface, as holding the chain up may tangle it further. Unclasp the chain and rub the knot with a little bit of oil. With the two needles, start loosening the knot from the centre out. Focus on the centre of the knot and expand it. Once the knot is expanded, follow each chain moving each as you go. Go slowly- patience is key! Once your chain is tangle-free, dip the oily part in a mixture of warm water and mild detergent. Dry thoroughly.

Metals

  • What is sterling silver?

    Silver is a precious metal, like gold and platinum. Jewlr uses a premium anti-tarnish sterling silver for all silver products. Sterling silver jewellery is stamped with 925 to indicate the metal type.


  • My sterling silver ring is tarnishing. What should I do?

    Sterling silver jewellery (as well as other items made of sterling silver) can tarnish when exposed to a certain environment which causes a chemical reaction on the surface of the mteal. Everyday products such as perfumes, colognes, dishwashing soap, hair care products, chlorene, can cause this reaction. Additionally, some people's body chemistry and skin oils can cause silver to tarnish. Please contact customer service for more information and tips to prevent or treat silver tarnish.


  • What is the difference between 10K & 14K gold?

    The term "karat" designates the amount of gold found in a piece of jewellery. Jewellery is commonly made in 10K, 14K and 18K, as pure gold is mixed with other metals to produce a harder, more workable metal. Jewlr offers a selection of 10K, 14K and 18K white, yellow, and rose gold.


  • What is Cobalt?

    Cobalt is a non-preious metal, typicaly found in mens rings. It has a look similar to white gold or platinum. It is often found in nature bonded to nickel or copper.


Name Necklace

  • What choices of chain do you offer?

    We offer sterling silver cable chain in 14", 16", 18" and 24". In 10k and 14k gold, we offer premium diamond cut cable and rope chains in 14", 16" and 18" lengths.


  • How big are the letters?

    Letter size will vary depending on the style and font that you select. On average, the height of a capital letter is approximately 11 mm.


  • What is the difference between the rope and upgraded diamond cut cable chain?

    The main difference between chains is the look and thickness. The rope chain consists of many small links crafted to give the effect of strands spiraled together. It is also a dainty thin style. The diamond cut cable chain consists of links that interlock with each other, with diamond cuts on the side. The rope chain is approximately 0.6mm thick, while the curb chain is slightly thicker at approximately 1mm.

Charms

  • Do your charms fit on a Pandora bracelet?

    Yes, all our charms are designed to fit on all styles of charm bracelts.


  • What is the diameter of the inside of the charm?

    All our charms have a centre diameter of 4.6mm. For all item specifications, you can click on the “Item Details” on the item page.

Packaging

  • What package will arrive at my door?

    All orders are placed inside a nondescript tamper-proof courier bag.


  • How is my order packaged?

    Every order is packaged in our signature Jewlr packaging, designed to complement the elegance of your custom Jewlr item. The luxurious gift box is also made to protect your jewellery. Inside you will find a Certificate of Authenticity that details the personalised attributes of your item, an optional free gift message, a complimentary piece of costume jewellery and, of course, your special purchase. Each item is mounted in one of our stylish jewellery boxes, perfect for presentation and safekeeping.

Pearls

  • What type of pearls do you use?

    We use high quality freshwater pearls.


  • How do I care for my pearl?

    It is very important you do not expose your pearl to any grooming products like hairspray, body lotion or perfume. Pearls can be washed using tepid water mixed with a little bit of dish soap to remove any body oils that may stick to the pearl. Let the pearl dry naturally on a soft, dry cloth. This procedure will help maintain the glow and luster of the pearl.

Pendants

  • What type of chain comes with a pendant?

    All of our pendants come with a corresponding chain, the style of which will depend on the metal you use choose for your item. When you customise the pendant, you will see the different chain options available for that pendant.


  • What is the difference between the rope and upgraded diamond cut cable chain?

    The main difference between chains is the look and thickness. The rope chain consists of many small links crafted to give the effect of strands spiraled together. It is also a dainty thin style. The diamond cut cable chain consists of links that interlock with each other, with diamond cuts on the side. The rope chain is approximately 0.6mm thick, while the curb chain is slightly thicker at approximately 1mm.


  • What type of clasp is on the chain?

    All of our chains come with a spring ring clasp.

Returns And Repairs

  • What is your return policy?

    We offer a 99-day return policy in the event you are not completely satisfied with your purchase. The item must be returned unworn and in its original condition, with the plastic jewellery tag still attached. Fill out our Return Request Form and a customer service representative will send you the return instructions. The return must be postmarked to us prior to 99 days after the original shipment date. Your item will be inspected, after which a full refund will be issued, minus shipping and gift wrap costs. Please allow 1-2 weeks after we receive the return for your refund to be processed.


Shipping

  • What countries do you currently ship to?

    We currently ship directly to customers in the US, Canada, Europe and Australia. For customers in other countries we do offer a solution with our partner, International Checkout Solutions. See ournternational Orders page for more details.


Delivery

Diamonds

Gemstones

  • What are birthstones?

    Birthstones are gemstones that are traditionally associated with the twelve months of the year and are available in both genuine and simulated. Certain birthstones such as diamonds, sapphires, emeralds and rubies are scarce and therefore more valuable.


  • What is the difference between simulated gemstones and genuine gemstones?

    Simulated (sometimes called synthetic) gemstones are created in labouratories and emulate the characteristics and look of genuine gemstones, but do not have the same physical properties. For example, cubic zirconia is a diamond simulant composed of zirconium oxide. Simulated stones tend to be vivid in colour as impurities are not present in a lab, and therefore do not modify the clarity or hue of the stone.


  • Why should you include Genuine Gemstones in your Jewellery?

    Genuine gemstones add exceptional worth and natural beauty to all jewellery. Genuine gemstones are rarer and much more valuable than simulated gemstones and this value stays with the jewellery item forever.

    All of Jewlr’s genuine gemstones are A-AA quality and purchased from industry-leading suppliers. We continually strive to obtain the highest quality stones and offer them to you at a competitive price.


  • Why aren't my birthstones offered for a particular item?

    Due to limitations in supply we are not able to offer birthstones in all stone shapes and sizes. In addition, certain stones may not be available for every style of jewellery due limitations in handcrafting that piece of jewellery, with that specific stone.


  • What is SWAROVKSKI ZIRCONIA?

    SWAROVSKI ZIRCONIA stones are flawless simulated diamonds, with colour. The SWAROVSKI ZIRCONIA stones used in our jewellery are cut to the Swarovski Pure Brilliance standard, which offers the same brightness (brilliance) as the highest brilliance cut Tolkowsky Diamond. You can choose from 11 different colours to create a totally unique design.


  • Is SWAROVSKI ZIRCONIA the same as Swarovski Crystal?

    No, SWAROVSKI ZIRCONIA is made from Zirconia, which shares properties similar to a diamond. Crystal is a different material and is not used.

Vip Rewards

Referral

Gift Card

  • What is a Jewlr Gift Card?

    The Jewlr Gift Card is an electronic gift card that can be used to make purchases from our Jewlr website. Gift cards are available for purchase online here.


  • Where can I get the Jewlr Gift Card?

    The Jewlr Gift Card is available for purchase online at Gift Cards.


  • Can I get it replaced if it’s lost or stolen?

    If lost or stolen, Jewlr cannot offer a replacement or refund for gift cards.


  • Can I exchange my gift card for cash?

    The Jewlr Gift Card will not be returnable or exchangeable for cash (except in states where required by law).


  • Can I use my coupon code to purchase an Gift Card?

    Coupon codes and other discounts may not be used to purchase Jewlr Gift Cards.


  • Does my Jewlr Gift Card expire?

    The Jewlr Gift Card does not expire.


  • What fees are charged to my Jewlr Gift Card?

    No fees are charged to your Jewlr Gift Card.


  • How can I protect myself from fraud when purchasing a Jewlr Gift Card?

    Jewlr Gift Cards can only be purchased only from jewlr.com. We do not authorize any websites or individuals to sell the Jewlr Gift Card on our behalf, and discourage you from purchasing gift cards from these unauthorized sources. Jewlr is not responsible for any issues you experience with Jewlr Gift Cards not purchased directly from our website.


  • What happens if I don't have enough money on my Jewlr Gift Card to pay for my purchases?

    The balance of your Jewlr Gift Card can be put towards your purchase and the remainder can be paid by credit card or paypal.


  • Can I redeem my card for cash?

    The value remaining on a Jewlr Gift Card may not be redeemed for cash unless required by law.

Gift Card Use

  • Can I use multiple Gift Cards to make one purchase?

    Yes, you can use multiple Gift Cards in one purchase. In the Order Summary of the Secure Checkout you will be able to enter each card one at a time until the cart is at a zero balance or until you have no more money on your Gift Card.


  • What happens if the recipient didn't receive their Gift Card in their inbox?

    The recipient will receive the email based on the delivery option you selected and you will receive a confirmation email of your order. If the recipient has a filter on their email, please add jewlr.com to the recipients white list or have the recipient check their filtered email.

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One-Year Warranty
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