We've answered your most common questions below.
If your question isn't here, please email care@stoneandstrand.com and we'll reply within 48 hours.
All shipping and handling fees are waived when a repair is requested within the first 100 days.
We’ll cover the cost of general repairs within five years of your purchase. A shipping and handling fee of $35 applies (U.S. only). To initiate a repair, use the link provided and select reason code "My item broke" to receive a prepaid shipping label.
Please note, we don't accept any returns that are shipped back without a label we've provided.
We do not offer repairs on the same item more than once. If the issue reoccurs and is determined not to be the result of customer misuse or damage, we will issue a full refund.
We also accept repairs at our physical store location but please note the shipping and handling fee still applies.
General repairs covered:
Replacement of pavé stones less than 1.5 mm
Prong tightening
Minor soldering (excludes pieces broken at multiple locations)
Broken clasps and solid chains (cannot repair hollow chains)
For any other type of repair, just reach out to our CX team at care@stoneandstrand.com, and we'll provide a quote.
Additional details:
Within the first 100 days, shipping and handling is covered.
After 100 days, there is a $35 flat fee for shipping and handling both ways within the U.S. If your piece cannot be repaired, we’ll offer a replacement. If it’s out of stock, you’ll receive a gift card for the original purchase value (please note the $35 flat fee will not be refunded).
Not covered under this warranty:
Stones larger than 1.5 mm (additional cost)
General wear and tear (scratches, dents, bent metal)
Tarnishing/discoloration due to water, chemicals, sweat
Theft, loss, or stolen items
Items shipped outside the U.S.
Purchases from third-party retailers such as but not limited to Net-a-Porter, MyTheresa, Neiman Marcus, 260 Sample Sale, The RealReal, eBay
Repairs if part of the item is missing (e.g., part of the chain)
The warranty is void if the item has been serviced or altered by another jeweler.
Our 10-year extended warranty is available for $98 if purchased within 100 days of your original order.
Included services:
Free shipping and handling for any repair within the U.S. only
General repairs: broken clasps, chains, minor soldering
One complimentary resizing (excludes eternity bands)
One complimentary rhodium re-plating
Polishing and cleaning
Prong tightening
Tarnishing
Not covered under this warranty:
Theft, loss, or stolen items
Missing/lost stones larger than 1.5 mm
Discoloration or damage to any gemstones due to chemical, sunlight or water exposure
Orders shipped outside the U.S.
Items purchased from third-party retailers such as but not limited to Net-a-Porter, MyTheresa, Neiman Marcus, 260 Sample Sale, The RealReal, eBay
Items altered or serviced by another jeweler
Repairs if part of the item is missing (e.g., part of the chain)
Eligibility:
The piece must have been purchased directly from STONE AND STRAND through our website or physical boutique. Alterations or repairs made by another jeweler will void this warranty.
If you believe your item has a manufacturing defect, return it to us for inspection. If confirmed defective, we’ll offer a complimentary repair or replacement and refund any shipping or handling fees.
If your piece breaks after the warranty period, we may still be able to repair it for an additional cost. Please contact our CX team at care@stoneandstrand.com for a quote.
If your item cannot be repaired and is no longer covered under our warranty, we are unfortunately unable to offer further assistance.
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.
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 care@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. Repairs start at $35+ and 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.
Repairs within 100 days of an items receipt
All shipping and handling fees are waived when a repair is requested within the first 100 days.
Repairs under our 5-Year warranty
We'll cover the cost of general repairs within five years of your purchase. A shipping and handling fee of $35 applies (U.S. only). To initiate a repair, use the link provided and select reason code "My item broke" to receive a prepaid shipping label.
Please note, we don't accept any returns that are shipped back without a label we've provided.
We do not offer repairs on the same item more than once. If the issue reoccurs and is determined not to be the result of customer misuse or damage, we will issue a full refund.
We also accept repairs at our physical store location but please note the shipping and handling fee still applies.
General repairs covered:
For any other type of repair, just reach out to our CX team at care@stoneandstrand.com, and we'll provide a quote.
Additional details:
Within the first 100 days, shipping and handling is covered.
After 100 days, there is a $35 flat fee for shipping and handling both ways within the U.S. If your piece cannot be repaired, we'll offer a replacement. If it's out of stock, you'll receive a gift card for the original purchase value (please note the $35 flat fee will not be refunded).
Not covered under this warranty:
Repairs If You Purchased Our Extended 10-Year Warranty
Our 10-year extended warranty is available for $98 if purchased within 100 days of your original order.
Included services:
Not covered under this warranty:
Eligibility:
The piece must have been purchased directly from STONE AND STRAND through our website or physical boutique. Alterations or repairs made by another jeweler will void this warranty.
Manufacturing Defects
If you believe your item has a manufacturing defect, return it to us for inspection. If confirmed defective, we'll offer a complimentary repair or replacement and refund any shipping or handling fees.
Repairs After Your Warranty Has Expired
If your piece breaks after the warranty period, we may still be able to repair it for an additional cost. Please contact our CX team at care@stoneandstrand.com for a quote.
If your item cannot be repaired and is no longer covered under our warranty, we are unfortunately unable to offer further assistance.
Extended 10-Year Warranty
For extended peace of mind, we offer a 10-year extended warranty. This coverage is available for purchase within 100 days of your original order and includes more comprehensive care and maintenance.
General repairs under the extended warranty are free of charge and include:
This extended warranty does not cover:
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 care@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.