FAQ

Exchange Policy

Unless otherwise noted, unworn line item jewelry and ready-to-ship one of a kind jewelry may be exchanged within 10 days of receiving the item(s) for store credit, less the original cost of shipping.  Please note that there is a $100 restocking fee for ready-to-ship rings.

Marrow does not issue refunds for any orders.

Marrow does not issue refunds, store credit, or exchanges for custom jewelry.

To initiate a return, please email info@marrowfine.com. Please note that return shipping cost will be the client’s responsibility, although Marrow can facilitate providing an insured label. Store credit will be available once the piece is returned to Marrow and inspected.

Craftsmanship Warranty

Marrow guarantees the structural integrity of all jewelry. Please be mindful that it is important to add fine jewelry to a homeowners, renters, or individual policy; this will protect against loss, damage or theft of jewelry.  Should repairs be needed, it is the client’s responsibility to ship and insure the piece(s); Marrow Fine Jewelry will return jewelry via insured shipment. Center stones are not under warranty, please insure your piece.

Stone Warranty

We will replace melee diamonds within the first 6 months (2mm and smaller) free of charge.  Should there be damage to the piece (missing prong, etc), Marrow will replace the diamonds/stones at cost to the client.  

Other stones (emeralds, opals, sunstones, other colored gemstones, etc) can be replaced at cost + shipping to the client. Please be mindful that sunstones and opals have a similar hardness to a wine glass and can easily crack or chip if they are not cared for properly.  Emeralds are considered a brittle stone and can chip as well.

Shipping/Insurance Policy

All shipping costs will be at client's expense. All domestic pieces are shipped via UPS or FedEx Next Day Delivery or 2-Day and fully insured. All deliveries require a signature.

International pieces will be via DHL Express Worldwide (where applicable) and fully insured. We do not cover the cost of international taxes and duties.

For local clients, we offer store pickups.

For any repairs, shipping is the client’s responsibility. Marrow will not be responsible for lost or stolen packages. Please be sure to insure and track any pieces you ship to Marrow should repairs be needed.

International Clients 

With the help of Google Hangouts, high resolution photographs, a flexible work schedule, and world class insurance, Marrow jewelry can be available across the globe!  Please note each country assesses  different taxes and duties that may need to be paid to clear your items. All customs fees, taxes and duties are the client’s responsibility.

Jewelry Repairs 

We guarantee the integrity of our own work, and will go above and beyond to ensure our customers are thrilled with their experience.  We do not offer repair service on other jeweler’s or designer’s work.

Jewelry Resizing

We provide one complimentary resizing per ring for our clients. If you need further resizing, we can provide that at $50 per resize. Please note that resizing jewelry too many times could affect the integrity of the jewelry.

Stone Sourcing  

Who doesn’t love a good treasure hunt!  We have our own internal QA team and work with fully vetted/trusted partners.   

Jewelry Appraisals 

Marrow offers appraisals for a small additional fee through a local, trusted 3rd party appraiser.

Custom Projects

Our turnaround for custom projects is based on a number of factors - including multiple rounds of CAD revisions, complex custom pieces, and client stone approvals - but is typically 8-10 weeks from initial deposit payment.  

We offer one complimentary round of revisions to CAD, and encourage you to sit with your design for at least 24 hours to think about any changes you’d like to make. After that complimentary round of edits, all additional revisions will incur design fees that vary in cost based on scope of adjustments.