Refund policy

Finished pieces

All sales of finished pieces are final, in our showroom and online. We don't offer refunds, exchanges or store credit once a sale is complete. Special orders, engraved or personalized pieces, and anything sized or altered are final as well.

If a piece arrives damaged or isn't what you ordered, tell us within 7 days of delivery and we'll make it right.

If we can't make or supply something you've ordered, you get your money back in full.

For our own pieces, if you have a written quote from another jeweler for a comparable piece, show it to us and a manager will see whether we can match or beat it. Pieces we order from a supplier follow the maker's pricing.

Pieces we make for you

We start once you've approved your design, your 50% deposit is paid, and we've agreed a start date together. Online orders are paid in full at checkout.

In our showroom, a custom order can also go on layaway: it opens with 20% down, and we begin work once 50% is paid. The balance is due when you pick it up.

We tell you what it comes to before we start. If anything about the work changes what it costs, we stop and ask you first. A change you ask for once the work is agreed is quoted at our current rates.

If your plans change

We don't refund payments toward an order as cash or card. What you've paid stays with you as store credit.

• A piece we're making: before our workshop starts, everything you've paid becomes store credit. Once the workshop has started, your deposit stays with us, and anything you've paid above it becomes store credit.
• Layaway: we'll remind you before and after each payment is due. If a payment is missed, we'll reach out and work with you. If we can't settle it together, we end the layaway: the piece goes back into the case, and everything you've paid becomes store credit.
• A repair: until our workshop starts, any deposit becomes store credit. Once we've started, you pay for the work done so far.
• A special order is just for you, so once the order is placed, the piece is yours. It is final once placed.

Layaway

No-interest layaway is arranged in our showroom, on pieces from our case and pieces we make, for up to 6 months. It opens with at least 20% down. Your piece stays here, put away safely, until it's paid in full. What you're buying, and any work we've agreed to do on it, is set when the layaway begins, and so is the price. For a piece from our case, we do the work once the plan is paid off. A piece we make starts in our workshop once 50% is paid. Any change after that is new work, quoted with you first. Pay more, or pay it off early, any time. If you can't keep up, tell us. We would far rather work something out with you than lose you as a customer. Layaway isn't available on pieces we order from a supplier.

Store credit

Store credit is good for 12 months from the day we issue it. You can put it toward the piece you were buying or anything else in the shop, and we never charge a fee against it.

Repairs and services

Looking at your piece and telling you what it needs is free, and we quote each piece. If the work turns out to cost more than we quoted, we stop and ask you first. Repairs of $100 or more take a 50% deposit once you've agreed to these terms, and the rest when you pick it up. Under $100, you pay when you pick it up. If a stone is at risk, we tell you before we begin.

Our guarantee

Our workmanship, on pieces we make and work we do, is guaranteed for 30 days. If something isn't right, bring it back and we'll put it right. Pieces from our suppliers carry the maker's terms, and we handle that for you. After that, service is quoted.

Names we engrave

Our team confirms every name before we begin, and that confirmation step is ours. If we engraved it wrong, we own it and we put it right. If a spelling came to us wrong at intake, that one sits with the customer — but we would rather have you back than be right about it, so we will work with you to make it reasonable either way.

Resizing

Resizing is free within 30 days of purchase, up to one size, and that includes our Hawaiian heirloom pieces. If it needs more than that, such as added metal, stones reset, or a bigger change in size, we talk it through with you and agree the work and the cost first. You can bring it in, or ship it to us and we'll ship it back insured. After 30 days, resizing is quoted work.

Picking up your piece

When you come in, please bring a photo ID that matches the name on the order. If you've named someone to pick it up for you, they'll need theirs. Anything owed is paid before the piece goes home.

If life gets busy and you can't pick it up, we'll hold your piece and keep in touch. The clock starts the day your piece is ready and we've told you so. At 30 days we call. At 60 days we write to you by certified mail, and a one-time $20 handling fee is added, along with the postage. After 90 days we may sell the piece to cover what's owed. Anything the sale raises above that is still yours, and we'll hold it for you.

Gold we buy from you

We show you the weight, the karat, the day's metal price and the rate we pay before you agree. If you have a written offer from another buyer, show it to us and a manager will see whether we can match or beat it. We pay you in full that day, and the sale is final. Hawaiʻi requires us to hold what we buy for fifteen days. You may ask for a copy of the record at any time.

Questions

Call us at (808) 678-2745, or come in.