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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.

Product Warranty

Purchases Within Our Free Standard 100 Day Warranty Period

We offer a free standard 100-day product warranty on our products purchased directly through STONE AND STRAND. 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 complimentary repair or replacement if need be. Upon inspection, if we determine that the damage is not caused by a manufacturing defect, we will notify you and provide you a quote for the repair, if available. We do not provide warranties for theft or product loss.

Slight irregularities and variations in craftsmanship or natural characteristics, including internal inclusions, visible or otherwise, are unique and individual to each item. Gemstones are listed as unique in color and not guaranteed to look exactly like the image. These characteristics are what make your piece unique, and should not be considered a defect.

Please note that our warranty applies only to customers who have purchased items directly from STONE AND STRAND and are named on the product receipt. If another jeweler has made repairs or alters to the piece, this voids our product warranty.

 

Purchases Outside Our 100 Day Warranty Period  

If you wish to initiate a repair after your 100-day product warranty has expired, please contact us via email at atyourservice@stoneandstrand.com to determine if the piece can be repaired and for an initial estimate of the repair fee. There is an initial $25 fee that will be charged for shipping and handling. Email us with images of the piece to initiate your repair process. 

Please be careful with your jewelry! Our fine jewelry is extremely delicate and is not impervious to normal wear, activities, or trauma. This is particularly true for rings and bracelets since our hands are subjected to considerable abuse each day. Here are some examples of jewelry issues that will not be considered product manufacturing issues:

  • Jewelry is sensitive and you should avoid putting your jewelry in contact with water including swimming pools, hot tubs, and showers as well as exposing it to chemicals such as hairspray or perfume. This can cause discoloration on either the metal or stone as well as cause cracks in stones.
  • Prongs and precious metals, in general, wear over time and may require restoration work as part of regular maintenance. It is your responsibility to properly take care of your jewelry in order to avoid losing or damaging your stones.
  • Our jewelry is very delicate. If you do not remove the jewelry tag properly, it can damage the product. Please cut the tag off - do not pull! If you pull the tag off and your piece is damaged, as a result, contact us and we are happy to send you a quote for the repair.
  • We do not provide warranties for theft, product loss, or loss of gemstones, diamonds, pearls, or other types of stones or embellishment.

 

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 initiate a service request, 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.

 

STONE AND STRAND Products Purchased From Other Websites 

 Please note that our warranty applies only to customers who have purchased items directly from STONE AND STRAND (stoneandstrand.com) and are named on the product receipt. If you purchased a piece through one of our wholesale partners we highly recommend reaching out to them first!

 

Repair Shipping Policy 

Shipping and handling fees will be covered for customers based in the USA only. Please make sure to package the items securely in their original packaging or a box of the same size. For any additional information on how to ship your piece back to us please reach out to us at atyourservice@stoneandstrand.com. Please note that the carrier may charge you additional shipping charges if you send your product back in a different-sized box.  

Any shipments that are sent to us using a label not created by STONE AND STRAND are not covered by our insurance policy and we are not responsible for any lost or damaged packages.

Please note that as we do not offer international shipping and we are currently not able to facilitate any repairs for customers that wish to conduct a product from overseas. We hope to be able to offer this at some point in the future!