Frequently Asked Questions
Q: What should I know about my purchase?
A: Every purchase is handled directly by our team in our store. We offer complimentary sizing on all ring purchases. We are also pleased to include complimentary insurance appraisals on all diamond and gemstone purchases over $1,000 if requested (appraisals available for other items upon request). Please allow for 1-3 business days processing time before shipment, unless expedited shipping is selected at checkout. Some items are the exception and require longer processing times for select sizes that are not in stock. Please contact us with any special mailing requirements or if you need an expedited shipping allowance. All purchases are also available for in-store pickup, please contact us by phone or email to arrange. Orders for items that must be fabricated or special ordered can take 4-6 weeks to process and complete, and we will always contact you directly to best complete your order request in a timely fashion.
Q: What is your return policy?
A: We accept returns from the original purchaser for monetary refund or store credit up to 60 days after purchase. Only the original purchaser is eligible to receive a monetary refund, all others receive store credit only. Returned items must be in sale-able condition, otherwise will only be accepted for scrap value. Returns may be subject to a restocking fee. Exchanges are welcomed and can be processed over the phone or via email, as long as the item to be exchanged is in sale-able condition and has not been damaged in any way. If the item you purchased is defective or is received damaged, you are entitled to free repair or replacement. Custom-designed jewelry is non-refundable.
Q: What types of repair services do you offer?
A: Our on-premises jewelry shop and full-time bench jewelers are fully equipped to provide extensive repair services on jewelry items old and new. Ring repairs offered include sizing, shank repair and replacement, mounting restoration, prong re-tipping and replacement, and stone setting. Additional repairs offered include soldering, jump ring replacement, chain repairs, cementing of pearls, gold and rhodium plating, pin repairs, and safety clasps. Prices vary depending on metal, shop time, and complexity - minimum charge is $25. Contact us with specifics about your repair needs and we will provide an accurate estimate of charges.
Q: Do you repair watches?
A: Yes! We are equipped to perform regular maintenance such as battery changes, bracelet cleaning (not polishing) and bracelet link removal/additions in our watch shop. For any other repairs needed (stem & crown replacement, new movements, parts replacement, new crystals, overhauls, etc.) we send watches to a watchmaker in the New England area for service. For any repairs not performed on premises, we generally estimate a 6-week time frame and a minimum charge of $85 for quartz watches and $125-$145 for automatic watches depending on the necessary repairs (excepting brands such as Rolex, Cartier, Breitling, etc.). Certain brands may take longer than the 6 week estimate due to availability of parts, please contact us with specific questions regarding your watch repair needs.
Q: Can you design something custom for me?
A: Absolutely! Because we have a complete jewelry shop on premises as well as two full-time goldsmith/platinumsmiths, we are able to custom fabricate and design right here in our store. We also use CAD (Computer Aided Design) software in-house to customize your piece down to the very last detail and create stunning rendered images for your approval. Whether you have an existing piece or gemstone you wish to remount, or would like us to source a stone and start from scratch, we're happy to help you bring your vision to life. Additionally, many of our exclusive designs can be customized - we can literally "break the mold" for you! All custom jewelry designs are rendered in our CAD software and subject to final customer approval before fabrication. A 20% deposit is required and all custom jewelry is non-refundable.
Q: Do you offer appraisals? How much does an appraisal cost?
A: Yes, we have two full-time GIA & AGS certified gemologists on staff that can create Fair Market Appraisals, Insurance Appraisals, Estate Appraisals and perform appraisal updating. Our minimum fee is $175 (covers approximately 2 hours) followed by $100/hour, but the hourly rate is based on a variety of factors such as number of items, research time spent, complexity of individual items etc. Contact us directly for more information about appraisal costs.
Q: What kind of appraisal do I need?
A: There are several types of appraisals, all serving a specific purpose. The most popular type is an Insurance Appraisal, in which our appraisers will make an assessment of replacement value for your item. This value can change over time, therefore keeping your insurance appraisals updated is paramount for the security of your item (as well as premium costs!). Several other appraisal types are as follows:
Fair Market Appraisal: A price that a willing seller and a willing buyer agree upon. This type of appraisal answers the question, "Is this worth anything?". We do not perform these types of appraisals on the spot, they require an investment of time on the part of our appraisers. We are more than happy to identify metals, gemstones, and dating when possible, free of charge. A true Fair Market Appraisal is necessary when you wish to sell a jewelry item to another party other than a pawn shop or jewelry store.
Estate Appraisal: Establishing values at which any given piece of jewelry can be disposed of without the pressure of time. Estate Appraisals are the most time consuming due to sheer volume of items. These appraisals are appropriate if you are the guarantor of an estate and wish to asses the value of items to be distributed to the estate's beneficiaries.
Estimate for Sale: Assessment of scrap value for metals and gemstones or viability for sale as estate jewelry. The second more popular appraisal type, this appraisal is done when an item is offered for sale as an estate piece for resale, or for metal scrap value. These values are subjective based on the daily market prices of gold, silver, and platinum, as well as whether the prospective buyer is in the market for your item. Estimates for Sale are not guarantees of purchase. Chatham Jewelers charges $25 for an estimate for sale appraisal, with the fee waived should we place an offer for goods.