FAQ

ORDERS & SHIPPING:

When will I receive my order?

First of all, thank you for supporting Marrow! Most of our jewelry is made-to-order meaning that once your order is placed, we will begin production on your piece (so it's brand new!).

We offer complimentary 2-day shipping on all orders and overnight shipping on orders over $5k.

  • For ready to ship pieces, please allow 1-2 business days for processing, in addition to shipping time. You can shop our ready to ship one-of-a-kind pieces here.
  • For made to order pieces, lead time is 3-4 weeks (wedding & stacking rings, necklaces, earrings and bracelets).
  • For engagement and custom designs, lead time is 8-10 weeks, depending on the complexity of the design. 


There may be processing and shipping delays during peak and holiday seasons.

What is your shipping policy?

All domestic pieces are shipped via UPS or FedEx Next Day Delivery or 2-Day and fully insured. All deliveries require a signature.
Shipments arrive Monday - Friday. Weekend delivery is available for an additional fee.
International pieces will be via DHL Express Worldwide (where applicable) and fully insured. We do not cover the cost of international taxes and duties.
Shipping on repairs, resizes (for first resize only), and exchanges within the window of the warranty will be at Marrow's expense. All shipping beyond the warranty window will be at the client's expense. 

Please be sure to insure and track any pieces you ship to Marrow should repairs be needed. Marrow offers insured shipping and can generate a label if needed.

Do you ship internationally?

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.

Please allow a few additional days for shipping on international orders.

I live near one of your showrooms. Can I pick up my jewelry?

Yes, we offer showroom pickups for our San Diego, Newport Beach and Chicago (coming soon!) locals.

Email us at info@marrowfine.com to schedule a pickup.

What is your exchange/return 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, with a deduction of: 10% restocking fee + $40 insured shipping. 

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.

Can I use my discount code on all jewelry?

Discount codes & other discounts cannot be applied towards on-sale items in store or online. Only one discount code per purchase is accepted. Discounts are not applicable to all of Marrow's offerings. Discounts cannot be applied to engagement rings, large white diamond pieces, custom design, and one-of-a-kind pieces.

JEWELRY:

What if I don’t know my ring size?

Not to worry! If you include a note with checkout, we'll send you a ring sizer before we get your jewelry into production.

If you'd like to confirm your size before ordering, we recommend either popping into a local jeweler to get sized or ordering a ring sizing tool on our site here.

Can you resize my ring after I receive it?

We provide one complimentary resizing per ring for our clients. If you need further resizing, please email repairs@marrowfine.com for a quote and shipping instructions.

Some of our jewelry (like our enamel designs) cannot be resized after purchase, so be sure to confirm your size beforehand. Any jewelry that cannot be resized or has limitations with resizing will be noted in the product description.

Please note that resizing jewelry too many times could affect the integrity of the jewelry.

Resizing your Marrow piece at a local jeweler voids the Marrow warranty.

Do your pieces have a warranty?

Craftsmanship Warranty
Marrow guarantees against all defects of materials and craftsmanship of our jewelry, but it does not cover normal wear and tear, neglect, or accidental damage. Normal wear and tear would be considered scratches or dents in metals and softer stones, flattened/worn prongs, etc.
We recommend having your jewelry inspected every six months to 1 year to keep it in good condition.
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.

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, pearls, 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. Center stones are not under warranty; please insure your piece.

Full assessment for Craftsmanship and Stone Warranties must be completed by Marrow Fine - not a third party source. If you have any questions please contact info@marrowfine.com.

Do you provide repairs?

We guarantee the integrity of our own work, and will go above and beyond to ensure our customers are thrilled with their experience. Please use our online Repair Request form to get started. 

We do not offer repair service on other jeweler’s or designer’s work. See more repair info on warranty question above.

Do you provide appraisals?

For pieces under $5000, Marrow offers appraisals for a small additional fee through a local, trusted 3rd party appraiser. Typically, insurance providers will allow for a detailed receipt in order to add the piece to your policy. Please email us and we'd be happy to provide one for you!

For pieces over $5000, appraisals are complimentary.

PRODUCTS & MATERIALS:

Are all of your pieces made with 14k solid gold?

Preferrably using recycled materials whenever we can, our fine jewelry is primarily made out of Gold (Yellow, White & Rose) & Platinum. We offer 14K across the board with 10K selections available in our Men’s Band Collection and 18K Metal Upgrades readily available upon request. With the exclusion of several semi-hollow chain styles, Marrow Fine’s pieces are solid.

For further questions about custom changes please contact info@marrowfine.com.

Where do your gemstones and diamonds come from?

At Marrow we only work with design quality material sourced from a small batch of trusted partners globally who adhere to our standards in ethics and business practices. It is also our preference to solely source and work with natural materials created by mother nature herself with zero to minimal industry standard treatments when appropriate.

Are your diamonds conflict free?

Thanks to the Kimberley Process and efforts enacted by the United Nations, the modern diamond industry strives to eliminate conflict diamonds and practice ethical procurement. Predating modern conflicts, antique diamonds offer a conflict free solution while reducing the environmental impact.

Do you work with lab grown diamonds?

At this time Marrow Fine exclusively works with natural earth-mined diamonds, both newly mined and upcycled antiques. Because they’re recycled and reused, antique diamonds are our greenest and most sustainable option. Learn more about lab vs natural diamonds here.

How do I care for my gemstone jewelry?

DIAMOND & SAPPHIRE
These gemstones are known for their hardness, but still should be taken off when doing anything active or using chemicals. To maintain the gem’s natural sparkle, you can give the jewelry an ultrasonic bath and a good steam. If you don’t have access to an ultrasonic or steamer, don’t worry—using warm soapy water and a toothbrush to scrub the jewels works great!Please note that fracture-filled (i.e., “clarity-enhanced”) stones should be cleaned with warm soapy water and a soft cloth only—avoid the ultrasonic or steamer.

OPAL, TOURMALINE, TOPAZ, MOONSTONE, EMERALD, SUNSTONE & ONYX
While we love these gemstones, they are a bit more delicate! Be sure to take off jewelry with these gems before cleaning with any chemicals, doing physical activities, or swimming. You can clean these gems with warm soapy water and a soft cloth,but avoid vigorous scrubbing and ultrasonic cleaners.

PEARLS
These beauties require the most care. They should be the last piece of jewelry put on when getting ready and the first to be taken off at the end of the day. Avoid using hair spray or perfume when wearing pearls. You can clean them with warm soapy water and a soft cloth.

How do I care for my enamel jewelry?

Enamel is super delicate and should be treated with care. Enamel may fade or chip over time with storage in direct sunlight, application of heat and aggressive wear. We recommend cleaning your enamel jewelry with only warm water, mild soap, and a soft cloth. Please avoid any at-home ultrasonics and harsh chemicals, which includes skin care products, cosmetics, dyes, colored shampoos & conditioners, cleaning products, and chlorine.

What else should I know about jewelry care?

We recommend removing your jewelry before doing any strenuous activities, including working out, cleaning or gardening. Gold is a softer metal, so be mindful when lifting heavy items or wearing your jewelry when interacting with chemicals. To keep your jewelry in tip-top shape, we recommend having your jewelry inspected annually, as normal wear and tear (such as worn down prongs or mishapen shanks) can affect the integrity of the design. If you have any questions regarding care, don’t hesitate to reachout to info@marrowfine.com. We’re happy to help!

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