HELP

***SHIPPING AND MANUFACTURING TIMES ARE AFFECTED BY COVID-19***

CUSTOM DESIGN

We require that clients read and sign our Terms and Conditions for Bespoke and Custom-made Jewelry Orders contract before we begin working on the piece. We require a non-refundable 50% deposit. Custom orders are non-refundable. Please review the contract before signing or ordering a custom piece. Please email us at bling@exodusgoldsmiths.com with any questions or concerns.

SHIPPING POLICY

Exodus Goldsmiths makes every effort to process orders as fast as possible. Since Exodus Goldsmiths is a small business and each piece is made by hand, often custom made to order, please allow 2-8 weeks for production time. Orders placed over the weekend will not be processed until the following Monday. Your purchase will ship ASAP when it is completed, and you will receive an email notifying you that it has shipped. If your order is time sensitive, please contact us to make the necessary arrangements. 

All orders are shipped via USPS, FedEx, or UPS with tracking, signature required, and delivery confirmation. Please contact us if you have any special shipping or gift wrapping requests. Exodus Goldsmiths is not liable for any lost, stolen or unclaimed packages, please be sure your shipping situation is safe and secure to ensure smooth delivery. We are also not responsible for incorrect addresses. We ship to the address provided at checkout. We are not responsible for replacing packages marked as Delivered by the courier.

RETURN& REFUND POLICY

Each piece of jewelry we sell is hand crafted, made to order, and is uniquely designed. We do not accept returns or exchanges on any custom or personalized merchandise (including sized and engraved pieces). We also do not accept any returns on engagement rings with Lab-Created or Moissanite center diamonds. Please read our cancellation policy for more information. 

Please confirm appropriate sizing for rings prior to placing your online order. 

If you wish to return a ring for resizing, there will be a $35 charge (shipping not included), so please be sure to double check your ring size before placing an online order. Ring sizing tools are available for purchase for $5 upon request.

All returned non-customized merchandise must be unused and unworn, in the original condition and in the original gift box; along with the certificates, warranty cards and explanation booklets intact. Debit and credit purchases will only be refunded on the original card. Gift card purchases will be issued a merchandise credit only. Gift cards are not redeemable for cash. Shipping charges will not be refunded.

CANCELLATIONS

Custom Orders

When an order is placed, we purchase the necessary materials and begin working to complete it ASAP.  If you would like to cancel a custom order, please note that there is a non-refundable 40% cancellation fee to help cover our costs. Custom orders must be canceled within 2 business days of the order being placed in order to receive the partial refund. 

Non-Custom Orders

Every piece we have listed is made-to-order. When an order is placed, we purchase the necessary materials and begin working to complete it ASAP. If you wish to cancel a non-custom order, please be aware that there is a 20% restocking fee to help cover our costs. Non-custom orders must be canceled within 3 business days of the order being placed in order to receive the partial refund.

Please contact us ASAP via email at bling@exodusgoldsmiths.com to begin the cancellation process.

GIFT CARDS

Gift cards are available in any value from $200 to $2000. An Exodus Goldsmiths gift card never expires and can be redeemed in person or at exodusgoldsmiths.com. All gift certificates are non refundable and cannot be replaced if lost, altered, damaged, or stolen. Gift cards are not redeemable for cash and are non-transferable. The use of the gift card constitutes the acceptance of these terms and conditions.

PRODUCTION TIME

Exodus Goldsmiths makes every effort to process orders as fast as possible. Since Exodus Goldsmiths is a small business and each piece is made by hand, and made to order, please allow:

1-2 weeks for production time for necklaces, gemstone rings, earrings, and bracelets.

- 2-5 weeks for production time for engagement rings.

Orders placed over the weekend will not be processed until the following Monday. Your purchase will ship ASAP when it is completed, and you will receive an email notifying you that it has shipped. If your order is time sensitive, please do not hesitate to contact us to make the necessary arrangements. ​

WARRANTY & CARE

 

Limited Warranty​

For as long as you own your jewelry, we will provide any repairs that you require. Our highly skilled bench jewelers will evaluate your piece and communicate with you about recommended repairs. In addition, you may send us your jewelry at any time for a complimentary thorough cleaning and inspection, just to ensure it's in top shape and sparkling beautifully!

There are a few limitations to our warranty:

  • The replacement of lost center stones valued over $200 is not included in our warranty. We recommend you obtain insurance for your piece for the unlikely event of a focal stone falling out or becomes damaged.

  • Clients are responsible for shipping costs to and from our studio for cleanings, inspections, and repair work. International clients, please check with your customs office about whether or not import fees or customs will be charged on repaired pieces. These costs are also your responsibility. 

  • All repair work (with the exception of replacement focal stones valued over $200) is free within the first two years of ownership (unless specified otherwise). After two years of ownership,  labor and/or materials fees may apply for your repair service. It is normal for minor wear and tear to occur when fine jewelry is worn daily. If your piece's repair needs fall beyond normal wear and tear, we will let you know about the labor or materials fee associated with your service after it is evaluated by one of our jewelers. 

  • The warranty is void if you take your piece to another jeweler for resizing or repair work. Please send it to us, as we know the designs and are highly trained to work with such intricate pieces!

  • Warranty will also be considered void if we conclude that damage has been intentionally done to the piece. 

  • Softer stones like Opal and Moonstone that are set in rings are not covered by the warranty, as they should not be worn on a daily basis, nor exposed to any chemicals.

  • Our current timeline for repairs is 2-4 weeks from when we receive your piece.

Jewelry Care

To keep your jewelry in great condition, we recommend:

  • Removing all jewelry before being exposed to chemicals of any kind (including cleaning chemicals, lotions, soaps and makeup), before swimming, showering, or exercising, before doing outdoor work or gardening, and before heavy lifting.

  • Clean your jewelry regularly using warm water, Dawn dish soap, warm water, and a soft toothbrush.

WHOLESALE

We will accept cancellations within 3 hours of purchase. All of our pieces are made to order, completely by hand.

 

We do not accept returns or exchanges. We will only accept exchanges if a product is defective due to an error on our end. The client must contact us within one day of the tracking number showing that the package has been delivered. 

If a size is ordered that is incorrect and needs to be changed, please contact us within 3 hours of placing the order so we can adjust it. Some of the pieces we make cannot be resized, and will need to be fully remade. The client is responsible for paying the full cost of the correctly sized piece plus the full cost of the incorrectly sized piece.

Expedited order processing/shipping is available upon request, for an additional fee (For U.S. orders only). Please note that this option might not be available during busy times of year (Valentine's Day, Mother's Day, Christmas, etc)

Current production time is 2-3 weeks from the day we receive the order (not including shipping time). Exodus Goldsmiths will not be held responsible for packages that are delayed, returned, damaged, lost, or stolen during transit. Once the package leaves our hands, we have absolutely no control over it. Client will have to contact the United States Postal Service to ask about any possible reimbursement on their part. USPS can be contacted at 1-800-275-8777. 

PAYMENT PLANS

As of right now, we are unable to offer payments plans or lay-away options on our jewelry pieces (unless arranged exclusively with us via email or phone with a contract). We are working on making this an option beginning in early 2021! 

 

 
 
 
 
 
 
 
 
 

FAQ

Q: Do you have a store near me?

A: No,  we are currently exclusively online. If you live in the San Diego area, we may be able to meet in person for a private consultation. Every piece is made to order, and we order diamonds and precious metal as-needed to make our pieces, so we do not keep an inventory.

Q: Are your stones ethically sourced?

A: Absolutely. The majority of the diamonds we use are lab-created, so you always know that they are conflict-free. For our natural  stones, we work exclusively with suppliers who abide by the Kimberly Process. Our standards are high and we are not willing to compromise on ethics that for the sake of convenience or price. The lowest quality diamonds we will work with are I-SI1.   

Q: If I purchased a stone from another company, will you set it in one of your pieces?

A: No,  unfortunately we do not work with stones purchased elsewhere. We have no way of verifying where the stone originated from (if it is conflict free) and our insurance company will not cover loss or damage to a stone we did not supply. Quality is our top priority, so all of our pieces are sold completely finished. However, if it is an antique or heirloom diamond we may be able to work with it.

Q: Do make custom pieces?

A: YES! Just fill out the form on our Custom Inquiries page and we'll get back to you ASAP about designing a completely unique piece for you. With every custom design, we require a 50% non-refundable deposit and a signed Custom Design Contract before we begin working on it. Custom pieces are non-returnable or refundable under any circumstances.

Q: Do offer payment plans? I can't pay the full balance up front.

A: Unfortunately we are unable to offer payment plans right now. Every cost comes straight out of our pocket until the balance is paid in full. We are a small business, so this just isn't feasible right now. We are working on partnering with a third party company to make this an option in the future. Please send us an email at bling@exodusgoldsmiths.com if you have any questions. In extenuating circumstances we may be able to accommodate a payment plan request, but only with a legal contract signed by both parties.