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Customer Service

What Are Your Customer Service Hours?  Our team is available by phone Tuesday through Saturday 11 AM to 7 PM EST. You can Contact Us by email at anytime we answer emails within 24 hours.

What Are Your Store Hours? Our Boston Gallery Hours are Tuesday to Saturday 11 AM to 7 PM. Sunday 12 PM to 5 PM.

How Long Will My Order Take? Each piece is hand made especially for you, your order will ship in 10-15 business days depending on the design. The estimated time is available under 'Details' in each product listing, or read more information on Shipping and Returns. Custom, customized and engraved pieces can require additional time. Need it sooner? Give us a call at 617-236-7660.

Do You Offer Expedited Shipping Services? Yes, please contact client services at 617-236-7660 for options.

Do You Sell Gift Certificates? Yes. Click here to purchase a Gift Certificate.

Will I Be Charged Tax? Laura Preshong only collects sales tax on orders shipped to addresses within Massachusetts. For orders shipped to Canada we charge the relevant GST/PST/HST based on the province that the order is being shipped to.

What If I Need My Order Sooner? Laura Preshong hand makes each piece of jewelry as it is ordered. If you need your order sooner than the expected 12-15 business days we are happy to offer expedited production service on most of our jewelry for a fee of 100.00 per item. Please contact us at 617-236-7660 for more information about placing an expedited order.

Is Your In-Store Return Policy The Same As Your On-Line Return Policy? No, purchases made in store are eligible for exchange or store credit within 14 days of purchase.

 

Custom and Customized:

Do You Offer Custom Design? Yes, we do. Click here to learn more or start your custom design.

Can I Customize A Laura Preshong Design? Yes, most of our designs can be customized to suit your taste and lifestyle, as an example a post earring can be made a drop earring, diamonds can be replaced with sapphires, smaller or larger center stones can be accommodated. Most design changes will result in no additional cost, if the ring design changes(two rings put together) or design renders are required there is a Customization Fee. Contact Customer Service for design changes and a quote.

Can I Order A Laura Preshong Design With A Larger Center Stone or A Different Stone Shape? Yes, all of our designs can be customized to fit most stone sizes (from 1/2 carat and up) and shapes. Depending on the design and modifications needed there is often no additional charge for this service. If the ring build changes or renders are required there is a Customization Fee.

Can I Have My Own Stone Set In a Laura Preshong Setting? We are pleased to offer our expert jewelry services to set your diamond or sapphire into an appropriately shaped Laura Preshong jewelry mount. We can also customize any of our designs to fit any shape stone. This service is available for stones 0.25 cts. or larger. A charge of 50.00 to 300.00 is charged to handle and set your diamond. Read more about Setting Your Stone.

Can I Use My Own Diamond Melee A Custom Design? Diamond melee (stones between 0.001 and .018 cts) are difficult to reuse and remove from old jewelry mounts, they chip easily and vary greatly in size making them difficult to work with. Diamond melee smaller than 3 mm are not removable from old mounts or able to be used in new designs. Larger diamond melee are sometimes used in custom design work and will be assessed on a case by case basis. Charges apply for diamond melee removal from old mounts, starting at 5.00 per stone.

Will You Reuse My Gold In A New Jewelry Piece? We are unable to reuse your precious metals in our designs due to impurities in metal that has been manufactured into jewelry. We do not offer a gold refining service and are unable to purchase or apply credit for gold scrap. Old mounts and gold scrap are returned to the client with the new jewelry piece.

When Do I Pay For My Custom Design? A 50% deposit is paid to start building 3D renders and finalizing the details of the design. Once the design is approved, the final balance is due. And in just four to six weeks your custom jewelry is ready to wear!

 

Jewelry and Metallurgy:

What is Ethical Jewelry? Ethical jewelry is jewelry made with only conflict and humanitarian free Botswana DTC and Canadian diamonds, ethically sourced gemstones, 100% SCS certified recycled precious metals and low environmental impact production processes.

What is recycled metal and does it affect the quality? Precious metals are reclaimed from many post-consumer sources, including recycled jewelry, industrial products, and electronics and then re-refined back into their pure elements and are of equal quality to newly mined metals. By using recycled metals we are contributing to a cleaner planet by reducing the demand for mined metals. Read more about our 100% recycled gold, platinum and silver here.

Can My Ring Be Sized? Yes, one free re-sizing is included within 30 days of the item shipping for all fine jewelry purchases. Eternity band styles are sometimes not sizable in traditional ways, and may require sizing balls. The style of sizing technique used will be determined by our repair team. Resizing your ring will take up to 10 business days to ship.

How Do I Know What Size To Order? Use our Free Ring Sizing Kit which includes a printable guide, or visit a local jewelry company for sizing.

Do You Offer Engraving? Many of our rings can be engraved for an additional $40.00 with a personalized message on the interior of the ring not to exceed 15 characters. Please contact us for assistance with engraving, script styles available and to determine if your selected style can be engraved. Engraved rings are not eligible for return, resize, or exchange. Engraving will require an additional 7 days for delivery.

I Don't See Princess, Pear, Marquise Or Fancy Cut Diamond Rings in Some Rings On Your Website. We can customize most of our engagement ring designs to accommodate any center stone shape, and we can certainly use any shape diamond in a custom design jewelry piece. Our Diamond Concierge team will be happy to assist you with any shape, size or type of center stone selection and purchase.

 

Diamonds and Center Stones:

Why Are Your Diamonds Better Than "Conflict Free"?  We feature and sell only Botswana DTC and Canadian Diamonds. Canadian diamonds are the superior choice for a truly trackable 'mine to market' diamond.  Laura Preshong Heirloom Collection Canadian Diamonds are certified by the Canadian Government with a CanadaMark Inscription and/or a Canadian issued certificate of origin. In addition to Canadian diamonds we purchase and sell diamonds through U.S. Accredited De Beers Diamond Buyers and DTC Sightholders who are in partnership with Botswana DTC Diamonds. These diamonds are guaranteed to be from socially and environmentally progressive mines in Botswana, Namibia and Southern African who are under the Diamond Trading Company umbrella. Read more about the Botswana DTC here.

Are Your Diamond Melee Certified Conflict Free and Ethical? Yes, we use only Canadian diamond melee in all of our jewelry, custom and original designs.

Do Diamonds Purchased Through Laura Preshong Come With Gem Insurance? Yes, most of our diamonds are covered by a Free one year gem insurance policy that protects the stone from loss or theft. For insurance details please read the policy provided by Gemshield.

What Is Diamond Melee? Melee diamonds is a term used to describe small diamonds. The diamond weight for melee diamonds range from as low as 0.001 carats (1000th/carat) to 0.18 carats. Diamond melee are full cut diamonds with a table, facets and pavilion just like a large diamond, they are not diamond chips or single cut diamonds.

Are Your Colored Gemstones Ethically Sourced? Yes, all of our sapphires and colored gems are guaranteed Fair Trade and ethically sourced. All of our gemstones suppliers comply with the US Patriot Act. Many of our suppliers mines and cutting factories are monitored for environmental and socially responsible practices by local government. Better still many are visited frequently by the buying company's experts who monitor working conditions and the fair treatment of workers.

Do You Provide A Certificate Of Ethical Sourcing For Your Center Stones? Yes, we provide a printed card with our Ethical Sourcing Guarantee

 

Warranty:

What Is Your Warranty? We have a Free Life-time Warranty for all gold and platinum fine jewelry. Click here for full details.

What Is Your Sterling Silver Jewelry Warranty? We have a one year warranty for silver jewelry. Click here for full details.

How Do I Know If My Jewelry Damage Is Covered By The Warranty? Return the damaged item to us for a repair assessment, you will be contacted within three days of the receipt of your item with a resolution either the item is covered by the warranty or with an estimate for repair.

A Stone Fell Out Of My Jewelry Is It Covered By Your Warranty? No, stone replacement is not covered by our warranty, but should be covered by your personal insurance carrier. Gemstones break due to circumstances beyond our control, they can be crushed, or chipped and may fall out of a setting that is struck just so or dropped. We will replace diamond melee in our jewelry as a service to our clients for a reasonable fee, contact Customer Service at 617-236-7660 for details.

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