Frequently Asked Questions (F.A.Q)

Jewelry FAQ | Ordering FAQ | Shipping FAQ | Repair/Warranty FAQ

Who is Jewlr?

Jewlr is an online shopping destination specializing in personalized jewelry. We have teamed up with the worlds largest supplier of personalized family and name jewelry to ensure that we can offer and deliver the highest quality jewelry. At Jewlr we spend our time ensuring that we can use internet technologies to provide our customers with valuable services such as immediate personalization, live and personal customer support and rapid manufacturing and order fulfillment.

Jewlr is always growing and evolving and, as a result, is always looking to improve our website. Therefore, if you have any suggestions or comments, please email us at info@jewlr.com.

Q. What Is Family Jewelry?

A. Family Jewelry can be a ring, necklace or bracelet, for a grandmother, mother, or daughter that is set with the birthstone of each family member some of which may be engraved with each family member's name. All Family Jewelry products carry a theme surrounding families.

Q. What is a Mothers Ring?

A. A Mother's Ring is one that contains 3 or more gemstones; each of which represents the birthmonth of the Mother, Father, child or children.

Q. What is a Grandmothers Ring?

A. 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.

Q. What is a Daughter's Ring?

A. A Daughter's Ring has 3 gemstones, with a predominant birthstone representing the daughter's birthmonth. Two smaller birthstones represent the birthmonth of the Mother and Father.

Q. What is a Couples Ring?

A. A couples ring is a cherished keepsake between sweethearts; these rings have 2 stones representing the birthmonth of the sweetheart or parents.

Q. What are birthstones?

A. Birthstones are gemstones that are traditionally associated with the twelve birth months of the year. Birthstones are available as genuine or synthetic gemstones.

Genuine gemstones are rarer and more expensive than synthetic gemstones. Diamonds, Sapphires, Emeralds and Rubies are offered as an additional upgrade and at an additional charge.

The following are the birthstones that are most commonly used:
January – Garnet
February – Amethyst
March – Aquamarine
April – Cubic Zirconia
May – Emerald Spinel
June – Alexandrite
July – Ruby
August – Green Zircon
September – Blue Spinel
October – Rose Zircon
November – Topaz
December – Blue Zircon

Q. What is the difference between synthetic gemstones and genuine gemstones?

A. The only difference is that synthetic gemstones are grown in a laboratory vs. genuine gemstones that are formed in nature. In order for a laboratory grown gemstone to be called synthetic, it must have a genuine counterpart and must match in chemical and physical properties i.e. crystal structure, chemical composition, hardness etc

Genuine gemstones have taken millions of years to form, deep within the earth. During the formation, different oxides have mixed, creating different colors within the same gemstone group e.g. sapphires (pink, yellow, purple, blue etc). However, because these oxides enter in different quantities the colors between the same gemstone e.g. blue sapphire, can widely vary and are difficult to match in a piece of jewelry. No two genuine gemstones are identical.

The benefits of synthetic vs. genuine is that the colors in synthetic gemstones are consistent and can be easily matched. They are also more affordable than a genuine gemstone of the same size, color and quality e.g. ruby, sapphire and emerald, since the colors of synthetic gemstones usually replicate a fine quality genuine gemstone.

Q. What is the difference between 10K & 14K gold?

A. The term "karat" designates the amount of gold found in a piece of jewelry: 24 karats is pure gold, but since pure gold is too soft to produce jewelry, it is generally mixed with other metals to produce a harder, more workable alloy. While 14 karats (14k) indicates that 14 parts out of 24 are gold, the other parts being made up of the other metals. Similarly, 10 karats (10k) indicates that 10 parts out of 24 are gold.

Q. What is sterling silver?

A. Only a silver item that contains 92.5% silver can be referred to as, or stamped sterling silver. The remaining 7.5% is an alloy, usually copper, to increase the hardness. The stamp can appear as 925, .925 or 92.5, as opposed to a karat stamp. Although this is the standard for the United States other countries may have lower grades.

Q. Will silver tarnish?

A. Yes, it is in the nature of silver to tarnish. Any mild jewelry cleaner will remove the tarnishing. However, if silver is used or worn daily, it will not tarnish due to the constant natural polishing action of wear.

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Ordering FAQ

Q. What precious stones are offered with Family Jewelery?

A. Pending on the style and design of the item, we offer rubies, sapphires, emeralds and diamond as optional upgrade stones.

Q. What quality of diamonds are offered with Family Jewelery?

A. Pending on the style and design of the item, we offer I2 H-I-J diamonds as an optional upgrade stone for Family Jewelery.

Q. Can I order a combination of synthetic and genuine stones in a Family Jewelry product?

A. No. For warranty and integrity purposes, you must select either all synthetic stones, or all genuine stones, when choosing a family jewelry product. When selecting genuine stones, you may choose to upgrade genuine stones to a more precious stone if this option is available, i.e., upgrading white zircon to a diamond. Additional charges may apply; please refer to the specific style for available options and charges.

Q. What styles can be ordered with genuine stones?

A. With the exception of the Definitions™ rings that are only available with synthetic stones, all other family jewelry products can be ordered with genuine stones.

Q. Are all styles available in 10kt and 14kt gold?

A. Yes, all styles are available in either 10kt or 14kt gold.

Q. Are all items available in both yellow and white gold?

A. Family Jewelry items are available in either yellow or white gold, with the exception of the family bracelet, which are only available in yellow gold.

The Message Bands and Personalized Name Necklaces, Pendants and Rings are only available in yellow gold.

Q. Are any of the items available in sterling silver?

A. Only the Message Bands and the Personalized Name Jewelry is available in sterling silver; selected items are also available in 10kt or 14kt yellow gold.

Q. When ordering a Personalized Family Jewelry item or a Personalized Name item, can I request a message/name with more than the maximum number of characters?

A. No. All of the personalized items have been specially designed to combine the style of the item, stones and personalization into the most complementary product. Please refer to the specific style for the maximum number of letters and/or characters.

Q. When ordering a personalized Family Jewelry item do I have to use names?

A. No - personalization can be letters, numbers or symbols (such as periods and dashes). Spaces count as characters. Personalized Family Jewelry styles may also be ordered without personalization. Please refer to the specific style page.

Q. Is inside engraving available on Family Jewelry rings?

A. No. Inside engraving is not available on Family Jewelry rings; however, many products do offer personalization. Please refer to the order guide for specific style information

Q. When ordering Personalized Name Jewelry, are symbols or characters available?

A. Numbers, symbols and spaces are not available when ordering a Personalized Name Necklace, Pendant, Bracelet or ring, only letters. Select symbols are available when ordering a Message Band.

Q. Can additional heart charms be ordered with or without gemstones for the heart charm Family Jewelry Bracelet?

A. Additional charms are available, however, a gemstone must be selected for each charm, and this option is only available once you have already purchased a bracelet.

The original bracelet must be returned to the manufacturer to have the charm(s) added. Additional upgrade charges still apply for genuine diamonds and emeralds.

Q. When will my order be processed?

A. All orders placed during regular business hours will be processed within 24 hours. All orders placed on Saturday, Sunday, or holiday will be processed within 24 hours on the following regular business day. The approximate delivery time commence once your order has been processed.

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Shipping FAQ

Do you ship to P.O. Boxes or APO/FPO?

A. Jewlr.com will ship to virtually any address within the Continental U.S. and Canada. However, we are unable to ship to P.O Boxes or APO/FPO addresses.

How long will delivery take?

A. Please allow approximately 7-10 business days for delivery. While we make every effort to ship your order to you within the estimated time frames, we cannot guarantee delivery within these estimated times. Keep in mind that all of our items are personalized and made to order. Please allow sufficient manufacturing and shipment time when placing your order.

What shipping methods are available?

A. To simplify your shopping experience with us, we offer two shipping methods for all items: Standard (3-5 business days) or Premium (1 business day / overnight services where available).

Can I upgrade my shipping method to expedite delivery of my order after my order is processed?

A. Pending on the status of your order, your shipping method may be upgraded at an additional cost. Upgrade shipping method cannot be guaranteed after an order is processed. Please call 1.866.610.8482 or email our Customer Care department at customerservice@jewlr.com for assistance.

How will my order be shipped?

A. Currently, Jewlr.com utilizes FedEx as our primary courier. In order to ensure prompt delivery of your purchase, other couriers may be utilized at the sole discretion of Jewlr.com.

How will my order be delivered?

A. All orders are required to have a signature prior to release at the delivery address. If no one is at the address, the courier will re-attempt delivery. For security purposes, all shipments will require a "Direct Signature" which overrides any recipient release that may be on file with the courier for deliveries to non-residential addresses.

Can I ship my order to a different address other then my billing address?

A. If your order is shipping to an address other than the billing address on your credit card, we may contact you to verify the alternate address with your credit card company. This helps prevent fraudulent use of your credit card. To list the alternate address with your credit card company, just call the toll free number on the back of your card and ask the agent to add the address to the notes on your account. Listing the address before you place an order helps us process your order more quickly.

Is Saturday / Sunday / Holiday delivery service available?

A. There will be no Saturday / Sunday / Holiday deliveries available. All shipments will be delivered during weekdays subject to the courier's delivery schedule.

Why did my shipment arrive in separate shipments?

A. All of our items are personalized and made to order. Due to the different manufacturing cycle time for each item, your order will arrive in separate shipments. All items are subject to their individual shipping charges.

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Repair / Warranty FAQ

Can I have their ring resized?

A. Yes. We will resize the ring for you; however, if you are requesting a ladies ring size of 8 1/2 or larger (e.g. Family Jewelry), or a gents ring size of 12 1/2 or larger (e.g. Message Bands) on selected styles, an extended size charge will be charged.

Can I add stones or names to their Family Jewelry item?

A. Only some Family Jewelry items can have additional stones and/or names added. There is an additional charge to add a stone and/or name, plus there may be an additional charge if you wish to add a genuine diamond, emerald or ruby. Please refer to the specific style for available options and charges. A new item will be made if adding a stone and/or name to a family ring or pendant.

Can I return their ring for repair?

A. Yes. The manufacturer reserves the right to repair their items. The repair may require the manufacturer to remake the item rather than simply repair it, in which case the original item will not be returned.

What should I do if I lose or break a stone in my Family Jewelry item?

A. The ring should be returned to the manufacturer for repair.

Are Family and Personalized Jewelry items under warranty?

A. Yes, your Family or Personalized Jewelry item is under manufacturer's lifetime warranty against manufacturing defects. The warranty becomes void if the product has been subjected to misuse or has been altered by anyone other than the authorized manufacturer.

How should I take care of my Family or Personalized Jewelry item?

A. As with any fine jewelry, each piece of your sterling silver or gold jewelry should be stored individually (either in its own soft pouch or in a separate compartment in a jewelry box). Scratches will occur if you allow the pieces to rub against one other. Due to the wear and stress that can be caused to jewelry, we recommend that you remove your jewelry at the end of the day and store it as noted.

Avoid contact with chlorinated water and household cleaners such as bleach or ammonia.

If your purchased item contains gemstones, we recommend that you have the claws checked on a regular basis. Should you be informed that a stone is loose or repair work is necessary to the claws, please return it to the manufacturer.

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