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FREQUENTLY ASK QUESTIONS

General

First, we consult with each other to gather your concepts and preferences. We will discuss styles, diamonds, metal type and budget, and sketch out ideas based on our discussion. If you have photos or actual items that inspire you, you can show or send them to us.
 
Once we have a good sense of what you are looking for, depending on the design intricacy, we may order a CAD image reflecting the design, which usually takes 24 to 48 hours. At this stage, you will evaluate the 3D image and make any desired adjustments. When you feel satisfied with the design, we will give you a final price estimate. Upon your approval and order, indicated by signing our Custom Jewelry Design Agreement, your 50% non refundable deposit will allow us to manufacture your item. There is a $150 non refundable CAD fee if we do not proceed past the image.
 
We will let you know when your jewelry is ready, at which point, your payment of the balance is due. Upon receipt of payment, your personal creation truly becomes yours! You can pick it up at our home office or we will ship it to you once payment fully clears.
 
*Adult signature is required for delivery and cannot be waived.
 

The timeline can vary depending on the complexity of the design, availability of materials, and our current workload. It’s advisable to inquire about the estimated timeline during the consultation phase.

Generally we can have it ready within 2-4 weeks from final design approval and deposit.

Yes, ECJ allows its customers to provide their own diamonds only for custom pieces. However, it’s essential to discuss this with the designer beforehand to ensure compatibility and any additional costs involved.

Not to worry! That’s our job! You only have to tell us what you like and don’t like. We find photos to be helpful but ultimately, we know and ask all the right questions to ask to find out what you are dreaming of! If you are the creative type, then you have as much control as you would like!

Yes, we allow for revisions to the design before finalizing the piece. However, significant changes may affect the timeline and cost, so it’s essential to communicate any modifications as early as possible.

You will be greatly surprised at how affordable custom design can be. Often the cost of custom items is on a par with their commercially-produced jewelry counterparts. The great news is that we discuss your budget up front and work to create a design within that, so that way there are no surprises.

The main difference between natural and lab-grown diamonds is their origin. Natural diamonds are created deep under the earth over millions of years, while lab-grown diamonds are created in a controlled laboratory setting that can be produced in a few weeks. Despite their different origins, natural and lab-grown diamonds are chemically and optically identical. They have the same 4C’s: cut, color, clarity and carat.

Learn more about the 4 Cs here.

Warranty & Returns

Our warranty covers all manufacturer defects in material and/or workmanship. It does not cover neglect or abuse, natural wear and tear or stone loss. These issues can be covered by your homeowners insurance or additional jewelry insurance.
Warranty exceptions and exclusions:
 
1. Any damage to jewelry caused by neglect, abuse or natural wear and tear. Damage such as being hit or knocked is easily detectable under magnification. 
 
2. Any jewelry that has been repaired by another jeweler. 
 
If you need to return merchandise due to defects, please contact us here. Once received, we will carefully examine the merchandise and determine if the above criteria is met. 
 
Exclusive Custom Jewelry reserves the right to reject any returns that do not comply with the conditions stated above.
 
ECJ wants you to love your new purchase! If however you need to return an item, we are here to help. Please contact us within 7 days of receiving your order. We accept returns and will offer a full refund on in stock items only.
 
This does not include made to order or custom items! 
 
Returned items must be in original condition and not show any signs of wear or use and accompanied by an original gift box.
 
All custom and made to order purchases are nonrefundable. We reserve the right to reject any returns that do not comply with the conditions stated above.

Insurance & Appraisals

We highly recommend protecting your jewelry with a jewelry insurance policy. Jewelers Mutual – the only company specializing in
jewelry insurance for 110 years – offers comprehensive insurance coverage to protect, repair or replace your jewelry.

• Coverage that often goes beyond standard homeowners/renters
insurance and added riders.

• Protection that follows your worldwide travels and covers against loss, theft, damage, mysterious disappearance, and floods and earthquakes.

• Flexibility to choose your own jeweler; no need for multiple quotes.

• Keeping jewelry out of your homeowners/renters policy protects
your home insurance from the effects of a jewelry claim. 

• Repair or replacement of the same kind and quality as your original piece.

• Fast, professional and compassionate claim experience from experts in the jewelry industry.

If you would like to consider an insurance policy with Jewelers Mutual for your personal jewelry, get a free, no-obligation quote today.

Insurance coverage only available in the United States (all 50 states and the District of Columbia) and Canada (excluding Quebec).


Although Exclusive Custom Jewelry may offer opinions to consumers about the importance of protecting their purchases, ECJ is not a licensed agent and does not sell or offer advice about insurance. Any/all decisions for protecting jewelry must be made by the consumer, following information gathering. The purchase of insurance must be done by direct interaction with an insurer or licensed
insurance agent.


Coverage is offered by either Jewelers Mutual Insurance Company, SI (a stock insurer) or JM Specialty Insurance Company.


Policyholders of both insurers are members of Jewelers Mutual Holding Company. Any coverage is subject to acceptance by the
insurer and to policy terms and conditions.


By clicking the link above – “get a quote”– you authorize Jewelers Mutual to use a secure system to retrieve and save details of this
purchase from us for the purpose of calculating an insurance quote. Retrieved information may include your name and address.


If you have any questions about insuring with Jewelers Mutual, please email [email protected] or call 888.884.2424.ECJ

By far, the most important reason is for insurance purposes. Over the years, the value of your jewelry and gemstones can fluctuate greatly. If your last appraisal is over two years old it may be out-of-date and, as a result, your jewelry could be insured for less than its replacement value. That means you risk a substantial financial loss if your jewelry is lost, stolen or damaged.

For your protection, we recommend you have your jewelry appraised every two years. Kimber Pursley will provide you with accurate appraisal reports based on current market values so you can obtain adequate insurance coverage. You may also want to determine the value or authenticity of your jewelry for estate and tax purposes, divorce settlements, donations and loans.

You are NOT covered for loss or damage unless you have your jewelry appraised and scheduled separately. Kimber will carefully document your jewelry piece-by-piece so you can have it properly scheduled.

Each appraisal includes a complete appraisal report for your records. The report contains such information as:

1) the content and weight of precious metals;

2) a detailed description of diamonds and gemstones (carat weight, cut, clarity, color, & measurements)

3) the appraised value of your jewelry.

All tests and measurements are performed by Kimber Pursley who is a D.G.  G.I.A. Graduate Gemologist using the industry’s most precise scientific instrumentation. Appraisals are based on current market values derived from a computerized networking system that constantly monitors prices through the industry and compares retail prices.

Kimber will gladly appraise your jewelry while you wait with an appointment. There is an additional fee for each item appraised. We also respect your privacy; all appraisals are strictly confidential.

Diamonds and other gemstones do not have to be removed from their settings during an appraisal. All tests and measurements are perfectly safe and will not damage or alter your jewelry in any way.

The fee is based on the item or items being appraised. Fees are in no way determined by the value of the jewelry. Most appraisals are around $125 but will differ.

Yes you will have to make an appointment.

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