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FAQ

info@stephendavidleonard.com

844.913.7353

 

Monday - Friday
7:00am to 4:00pm PST

 

  

How long does it take to get my jewelry?

We carefully craft every personalized and made-to-order design by hand, so please allow us 1-3 weeks to create your custom order. Ready to ship items will be sent your way within 48 hours {while supplies last}. Please note that shipping times are not included in this time frame and our timelines might be extended during peak seasons.

What shipping methods do you offer?

All available shipping methods, with costs and expected timelines, can be found in your cart at checkout. During peak seasons, expedited and rush shipping may not be available. We are not responsible in the rare event your order is lost in transit once shipped, but we will do what we can to help locate your package. If you pay for expedited shipping but your order is stopped in our quality control department, causing it to be late, we will refund your shipping fee. Sorry, we can’t change the shipping method once an order has been placed.

Do you ship internationally?

We are happy to ship your designs internationally! Please know that we declare the actual value of the item or items you order on the customs form. Since international orders go through customs we cannot guarantee a specific delivery time frame, but typically shipping can take 3-6 weeks. Please also note we are not responsible for any additional fees or service charges incurred by customs or your chosen mail carrier, and are not responsible if packages are held up at customs.

Will the letters be perfectly straight?

All of our pieces are carefully stamped by hand, so you’ll notice some letters are not perfectly straight. The handmade aspect of our designs means each has a unique character and beauty, which gives an organic look to your piece. Each piece is checked for quality and we want you to be happy with your order, however if it isn’t all you were hoping for please contact us.

What metal are your products made from?

We use only the highest quality, lead-free metals in our designs. We craft with pewter, sterling silver, 10k and 14k gold, and now white gold. You can find the specific metal information on each product page.

What does the Extended 3 Year Warranty cover?

Our 3 year extended warranty will cover all defects in workmanship or product materials, as well as problems associated with normal wear and tear of your jewelry.

  • • This warranty includes the following services: Inspection, cleaning, and refurbishing 2 times throughout the warranty; Resizing; Replacement of missing stones {up to 1/4 carat} ; Repair or remaking of worn channels; Clasp repair or replacement; Chain repair or replacement; Earring back and post repair or replacement.

  • • What is not covered by the warranty? Jewelry that is damaged due to excessive wear or abuse will not be covered by this plan. Jewelry repairs performed by any other jeweler will void this warranty. This plan does not cover theft, loss, abuse or accidental damage, or loss of stones over 1/4 carat. Return shipping is not covered by this plan.

I need my order rushed, can you help?

Sorry, because our products are handmade, we can’t rush our production time. We do our best to get all orders shipped out in a timely fashion. If you need your order fast, we do offer expedited shipping options, however this will not rush the production time. For big events such as holidays and birthdays, we suggest ordering early to make sure your designs get to you in time!

What if I need something changed on my order?

Because each piece is custom made to order, once you check out, changes cannot be made. Once you receive your order, if you are not totally satisfied, we are happy to offer you a full refund or store credit upon return within 30 days. We stand behind our product 100% and want you to be completely happy with it!

Can you stamp on the back side of the piece?

Due to the different designs and structure of our pieces, only certain sides can be hand stamped. Each product page will indicate where your personalization will be placed on the piece.

Will you stamp anything on a piece?

We will stamp most things but not everything! We reserve the right to cancel orders with customization requests that contain profanity or inappropriate language. We will contact you if we aren't able to complete your order.

Why is there a small black paper in my box?

To keep your jewelry from tarnishing during transit, we sometimes include a small black paper in the box. This paper absorbs the moisture, keeping the jewelry dry. You can get rid of the paper once you receive your items.

Are your chains sturdy?

We offer a variety of different chains, always trying to ensure they are sturdy in quality. However, due to the nature of the design, some chains are more delicate than others. If you have young kids who may be pulling on the chain or are very physically active, we recommend the sterling silver ball chain {it's very sturdy}. We are happy to replace broken chains up to 30 days after the ship date, or if you have our 3 year warranty.

What is your shipping address?

When returning your items, our address is 1815 Ritchey Street Suite B, Santa Ana, CA 92705.

My piece isn't what I expected, what should I do?

It is important to us that you love your order! If it is not quite what you expected, we are happy to offer store credit or issue a full refund within 30 days of the ship date. Your return must be in its original condition and undamaged. If an error occurs on our end, we will remake the piece free of charge or issue a refund. If you ordered a ring, without the warranty and the sizing is not correct, we charge a re-sizing fee of $15 per ring. If you need help starting the return process, we can be reached at info@stephendavidleonard.com, or you can download and print our return form here.

Do you make all your designs?

All of our pieces are handcrafted by our team of expert artisans at our location in Southern California. From the design process, to production, to your doorstep, all of our product is personally handled by our specialized team of designers and crafters. Each and every design that leaves our shop has been crafted, checked for quality, and packaged with care and lots of love.

How will I know when my order ships?

Once your order leaves our shop, you’ll receive an email with your tracking information. You can keep an eye on where your package is with your tracking number.

Can I cancel my order?

Once the order is placed we start the production process right away, so we do not allow changes to the order once it has been placed. Depending on where your order is in the process, we may be able to accommodate a cancellation, just give us a call. If we can’t cancel your order, you can contact us to set up a return once you receive your order.

How can I best care for my jewelry?

How you care for your jewelry depends on the type of metal it is. Check out our best general care and cleaning practices here.

Help! How do I add a heart to my personalized jewelry?

Our heart stamp is one of our most popular! If you want to add a heart to your personalized design, in the space where you type your personalization, type in a less than sign { < } and a number 3. Don’t put any spaces between the two characters. Once you click out of the personalization box, you will see a heart symbol appear. Please note, a heart symbol takes up 2 character spaces in your character count.

How can I find my size?

We want to make sure your ring and necklace is a perfect fit. There are a few ways you can check your sizing before ordering. For checking your ring size, we offer an easy ring sizer you can use at home. Check out the page for instructions on how to use yours. We also have a paper ring size guide which you can print out yourself. Make sure to follow the instructions on the guide when printing. For choosing your right necklace length, take a look at our chain length guide. Please note that this may vary depending on your neck length and size.

How long can my personalization be?

The amount of characters you can add to your customized piece depends on the design. Certain designs have more space than others, so you can add a longer quote or list of names. On each product page, the maximum number of characters will be displayed under the personalization bar. As you type into the space, you will see the number of available characters left.

Do you have a physical store?

We would love to see you in person too! But at this time we are solely an online store. All of our products are available here on the website.

How can I apply a discount?

Unless stated otherwise, most of our sale promotions are automatically applied to our products. You will see the original price slashed through with the discounted price next to it. If a promotion specifically requires a promotional code, then you will need to apply the discount code before checking out. You will see “Apply Discount code” at the very bottom of your Shopping Cart.

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