Frequently Asked Questions

Ordering & Customization

How long does it take to create a custom piece?

Most custom orders are completed within 5-7 business days. More complex designs may take 10-14 business days. You’ll receive an estimated completion date when you place your order.

Can I see a preview before my jewelry is made?

Yes! For custom text engravings, you’ll receive a digital preview via email within 24 hours of ordering. For photo engravings, we create a detailed preview showing exactly how your image will look.

What file format should I use for photo uploads?

We accept JPG, PNG, and GIF files. For best results, use high-resolution images (at least 1000×1000 pixels). Our team will contact you if the image quality needs improvement.

Can I make changes after placing my order?

Yes, but only before production begins. Contact us immediately at [email protected] if you need to make changes. Once production starts, changes may not be possible.

Do you offer rush orders?

Yes! Rush processing is available for most items. Contact us at [email protected] to discuss your timeline and we’ll do our best to accommodate your needs.

Sizing & Fit

How do I determine my ring size?

We recommend visiting a local jeweler for professional sizing. Alternatively, you can order our free ring sizer, which we’ll mail to you within 2-3 business days.

What if my ring doesn’t fit?

We offer one free resizing within 30 days of delivery for non-customized rings. For engraved or customized rings, sizing adjustments may be limited depending on the design.

Are your necklaces adjustable?

Many of our necklaces feature adjustable lengths. Check the product description for specific length options and adjustability details.

Materials & Care

What materials do you use?

We use high-quality materials including:

• Sterling silver (92.5% pure silver)
• 14K and 18K gold
• Stainless steel (hypoallergenic)
• Genuine gemstones and diamonds

How do I care for my jewelry?

To keep your jewelry looking beautiful:

• Remove before swimming, bathing, or exercising
• Store in a cool, dry place away from sunlight
• Clean gently with a soft cloth
• Avoid contact with chemicals, perfumes, and lotions
• Have professional cleaning done annually

Is your jewelry hypoallergenic?

Our stainless steel and 14K gold pieces are hypoallergenic and safe for sensitive skin. If you have severe metal allergies, please contact us before ordering.

Will my engraving fade over time?

No! Our engraving technique creates permanent markings that won’t fade or wear off with normal use.

Shipping & Delivery

Do you ship internationally?

Yes, we ship to select international destinations. International shipping times vary by location (typically 10-20 business days) and customs duties may apply.

How can I track my order?

You’ll receive a tracking number via email once your order ships. Use this number to track your package on the carrier’s website.

What if my package is lost or stolen?

All orders are shipped with insurance. If your package is lost or stolen, contact us immediately and we’ll work with the shipping carrier to resolve the issue.

Returns & Exchanges

Can I return customized jewelry?

Customized items can only be returned if they are defective or if we made an error. Non-customized items can be returned within 30 days in original condition.

How long do refunds take?

Once we receive and inspect your return (2-3 business days), refunds are processed within 5-7 business days to your original payment method.

Do you offer exchanges?

We don’t offer direct exchanges. Please return your item for a refund and place a new order for the item you want.

Warranties & Repairs

Do you offer a warranty?

Yes! All jewelry comes with a limited lifetime warranty covering manufacturing defects and craftsmanship issues (normal wear and tear not included).

What if my jewelry breaks?

Contact us with photos of the damage. If covered under warranty, we’ll repair or replace it free of charge. For damage from wear and tear, we offer affordable repair services.

Can you repair jewelry not purchased from Etches?

Yes, we offer repair services for most jewelry pieces. Email photos to [email protected] for a quote.

Payment & Security

What payment methods do you accept?

We accept major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, and Google Pay.

Is my payment information secure?

Absolutely. We use industry-standard SSL encryption and never store your complete payment information on our servers.

Can I use multiple payment methods?

Currently, we only accept one payment method per order. Gift cards can be combined with other payment methods.