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Assistance

We've answered your most common questions below.

If your question isn't here, please email atyourservice@stoneandstrand.com and we'll reply within 48 hours.

Care & Repair

*UPDATE: We are currently not accepting repairs due to the current COVID-19 outbreak. We will begin accepting repairs again as soon as we possibly can. Please send us an email at atyourservice@stoneandstrand.com if you have any questions.

Within 100 days repairs are on us! (USA only. International customers please see below) Email us at atyourservice@stoneandstrand.com to initiate your repair and we’ll send you a shipping label. Just ship us your piece, and we’ll take care of the rest.

If you choose to ship your piece yourself, please be sure to insure your shipment and note that we are not responsible for any lost packages (we don’t recommend this!).

While we’re happy to take cover the cost of the repair, if your piece has a missing or damaged stone, we do not cover the cost of replacing the stone. Reach out to us and we’ll send you a quote for a replacement stone.

After 100 Days, we’re happy to say that we stick around and offer repairs for all products purchased from STONE AND STRAND for the lifetime of the product. Please contact us for an initial estimate of the repair fee and to receive your pre-paid shipping label. Within the USA, there is an additional $25 charge to cover shipping and handling both ways.

Please note that the piece must have been purchased directly from STONE AND STRAND and alterations cannot have been previously performed by any other jeweler.

Unfortunately at this time as a small company we are not able to handle any international repairs. We hope to be able to offer this at some point in the future!

We advise against using online ring sizing charts. We find they vary significantly and provide unreliable measurements.

If you don’t know your ring size, we have a ring sizing kit available for purchase here. We’re also happy to size you in our showroom if you’re in the neighborhood.

Another great option is to visit a local jeweler. They’ll be able to measure your fingers in a snap.

If your purchase is within our 100 day return window, we recommend that you return your ring to us and repurchase in your correct size. The intricate design of some of our rings means that resizing is not possible without compromising or damaging the design.

If your 100 days have already passed, we’re happy to help as much as we can! Email us at atyourservice@stoneandstrand.com to discuss your options. If we determine we can resize your ring without compromising the design, we are happy to offer complimentary resizing as part of our service to you. There is a $25 charge to cover shipping and handling both ways.

We’re all about that personalized touch! We offer a customized engraving service, worked on right here in New York City. If the product you are interested in allows for engraving, there will be a dropdown option called Engraving on that product page. Select this and then type in what you would like engraved in the Personalization space on product page.

If there is no dropdown, please contact us to inquire! If possible, there will be a $20 charge for the engraving.

Please note that all engraved pieces are Final Sale.

We totally sympathize. It happens to the best of us. We sell many of our earrings as singles so you can easily replenish your pair. If the earring you lost is sold as a pair, reach out to us and we’ll do our best to help you!

We have partnerships with certified gemologists and are happy to arrange complimentary consultations. We also work with a board of industry experts for independent third party services such as appraisals.

  • We offer a 100-day product warranty on our products. If you believe your item has a manufacturing defect, please return it to us for inspection within 100 days of delivery. If we determine your piece is defective, we are happy to offer a complementary repair or replacement if need be. Shipping and handling fees will be covered for customers based in the USA only.

    If you wish to initiate a repair after your 100-day product warranty has expired, please contact us for an initial estimate of the repair fee. An additional $25 will be charged for shipping and handling.

    Email us at atyourservice@stoneandstrand.com with your order number, and photos of the piece to initiate your repair process.

  • Bridal Extended Warranty ($75): 

    STONE AND STRAND’s extended warranty guarantees your ring will be free of general wear and tear through 3 calendar years (1,095 days) from your date of purchase. In upholding our promise of quality fine jewelry that lasts, STONE AND STRAND’s warranty can be applied to any and all of our diamond engagement rings. In the event of a repair of your engagement ring, STONE AND STRAND will cover the cost of shipping to and from, as well as the cost of the repair. 

    General repairs under this warranty include and are limited to:

    Re-rhodium

    Repair of basic wear and tear

    Resetting of stones

    One resizing 

    General repairs DO NOT include:

    Replacement of lost stones; you will be charged for the replacement of any lost stones not presented with the ring at the time of repair 

    Repair of extreme damage due to negligent care or use of the ring 


    To qualify your ring for the warranty, you must purchase the warranty within 100 days of your ring purchase and save your order number. Please be advised that this warranty applies only to the ring with which it was purchased. To use the service, reach out to atyourservice@stoneandstrand.com with your order number, the service you require, and an image of the ring, if applicable. Please allow 3-4 months for repair or service under our warranty.

  • We advise against using online ring sizing charts. We find they vary significantly and provide unreliable measurements.

    If you don’t know your ring size, we have a ring sizing kit available for purchase here. We’re also happy to size you in our showroom if you’re in the neighborhood.

    Another great option is to visit a local jeweler. They’ll be able to measure your fingers in a snap.

  • If your purchase is within our 100 day return window, we recommend that you return your ring to us and repurchase in your correct size. The intricate design of some of our rings means that resizing is not possible without compromising or damaging the design.

    If your 100 days have already passed, we’re happy to help as much as we can! Email us at atyourservice@stoneandstrand.com to discuss your options. If we determine we can resize your ring without compromising the design, we are happy to offer complimentary resizing as part of our service to you. There is a $25 charge to cover shipping and handling both ways.

  • We’re all about that personalized touch! We offer a customized engraving service, worked on right here in New York City. If the product you are interested in allows for engraving, there will be a dropdown option called Engraving on that product page. Select this and then type in what you would like engraved in the Personalize It text box.

    If there is no dropdown, we are unfortunately not able to offer the piece with engraving.

    Please note that all engraved pieces are Final Sale.

  • It happens to the best of us. We sell many of our earrings as singles, so you can easily replenish your pair. If the earring you lost is sold as a pair, reach out to us and we’ll do our best to help you!

  • We have partnerships with certified gemologists and are happy to arrange complimentary consultations. We also work with a board of industry experts for independent third party services such as appraisals.