Whether we’re starting from scratch or rebuilding the bones of an heirloom piece, we collaborate with you to bring life to your ideas.

Customer FAQ

How long does a custom project typically take?
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.

How will I receive my finished piece?
All domestic pieces are shipped via UPS Next Day Delivery and fully-insured. All deliveries require a signature, so keep in mind when entering your shipping information. For local clients, we offer showroom pickups.

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

Marrow is not responsible for lost or stolen packages. Please be sure to insure and track any pieces you ship to Marrow should repairs be needed.

Do you have a warranty?
We provide a one-year warranty on the craftsmanship of all of our jewelry from the date of completion. During the first year, we will repair your piece free of charge for any structural integrity flaws.

We encourage you to add any fine jewelry to a homeowners, renters, or individual policy to protect against loss, damage or theft of jewelry.

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

Does you appraise pieces?
Yes, we offer appraisals via a local, trusted third-party appraiser.

How many rounds of changes are included?
We offer one complimentary round of revisions to your 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.

Do you have a warranty for the stones?
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 plus shipping to the client.

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.

Do you offer jewelry repair?
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.