Help

Production Time

Please see individual product listings for estimated production times. Most of our pieces require 1-2 weeks for production time, to allow for sizing, polishing, and making sure your jewelry is perfect! Made-to-order pieces have their production time estimate listed, which is usually either 3-4 or 6-8 weeks, depending on the piece. If you have a specific deadline you need to meet, please contact us so we can do our best to make it happen! 

Returns and Exchanges

We will accept returns and exchanges on most pieces (see below for exceptions). Items must be returned in unworn condition within 14 days of receipt, and all paperwork (including the GIA certificate, if applicable) MUST be returned as well. After 14 days, all sales are final.

Since our designs are crafted by hand, all returns will incur a 10% restocking fee. This fee covers the labor required to resize and polish the returned piece. Clients returning jewelry without the GIA certificate will be refunded less the restocking fee and less an additional $250 for a replacement certificate.

If you wish to exchange your piece, we will apply the full amount of your original purchase to a new purchase of equal or greater value. The new piece must be in stock at the time of the exchange (within 14 days of original purchase); credit does not apply to future purchases. Limited to one exchange per piece.

Please contact us prior to sending your jewelry back, so we can be sure it arrives safely. Clients are responsible for return shipping costs, and we highly recommend that you insure your package - we are not responsible for items lost in the mail. 

  • All customized jewelry is final sale. We will not accept returns on any customized piece, including those with upgraded diamonds.
  • If you purchased your jewelry at a Melanie Casey authorized dealer, you must return it to that location.
  • All Sale pieces are not eligible for return or exchange.
  • Shipping will not be refunded for returns.
    • Shipping costs are the responsibility of the buyer for any returns or services, including customs fees for international clients.
  • To international buyers (outside of the US): If your package is returned to us because you either were not able to be contacted at the time of delivery, you will receive a refund for your order LESS the shipping fee, LESS the import fee, and LESS the restocking fee for the item(s) you ordered.  Please make sure to provide an accurate international shipping address.
  • To domestic buyers (within the US): If your package is returned to us because you were not able to be contacted at the time of delivery, you will receive a refund for your order LESS the shipping fee and LESS the restocking fee for the item(s) you ordered.  Please contact us if you need to change your delivery address.

Resizing

Ring sizing is not universal, and we want your ring to fit correctly from the start! We offer two great sizing tools that we highly recommend using before we make your jewelry. 

  • Plastic sizer - A plastic US sizing belt that is great for finding your general measurement. Order your plastic sizer here.
  • Perfect Fit sizer – A sterling silver sizer that is our most highly recommended tool to best ensure that your jewelry will fit perfectly on the first try. Order your Perfect Fit sizer here.
    • Perfect Fit sizers can be returned to us to recycle, and we’ll refund you for the value of your sizer(s) – less shipping

If your ring does not fit, we offer one free resize per order within the first three months of ownership. The client is responsible for shipping costs both ways. We will gladly resize your ring after the initial three month period, and more than once if necessary, but this will require an additional fee of $30 plus shipping. International clients are responsible for shipping and customs fees for resizing services, so we encourage all clients to utilize our sizers to avoid needing a resize!

If you have had your ring fewer than three months and would like to request a resize, please fill out this form. After three months or for subsequent resize requests, please fill out this form.

Our current timeline for resizing requests is 4-6 weeks from the time we receive your ring.

Repairs

We understand that things happen and fine jewelry can be delicate. Please be sure to take care of your jewelry by not sleeping, showering, cleaning, exercising, or swimming while wearing it!

See below for information about our warranty terms. If your piece requires repair, please fill out this form and ship your ring back to us. The client is responsible for shipping costs both ways. If you are not sure if your required repair falls within our warranty terms, please email us and we will help determine the best next steps.

Upon receipt your jewelry will be evaluated by our repair specialist, and you will receive a Repair Intake form detailing the current state of your jewelry and our recommended repairs prior to work being done. If additional work is suggested beyond what is covered by the warranty you will be informed and have the ability to opt out of those repairs. Note that replacement of limited edition or one of a kind stones cannot be guaranteed, but we will do our best to provide a closely matched alternative. 

Our current timeline for repairs is 4-6 weeks from the time we receive your ring.

Limited Lifetime Warranty

We stand by our work. We are proud to provide a lifetime warranty on each and every one of our pieces, so you can rest assured that your Melanie Casey jewelry will be lovingly cared for whenever the need for service arises. 

For as long as you own your jewelry, we will provide repairs as needed. Our highly skilled repair specialist will evaluate your piece and communicate with you about recommended repairs. In addition, you may send us your jewelry at any time for a complimentary thorough cleaning and inspection, just to ensure it's in top shape and sparkling beautifully!
There are a few limitations to our warranty:
  • The replacement of lost center stones valued over $500 is not included in our warranty. We recommend you obtain insurance for your piece for the unlikely event of a focal stone falling out or becoming damaged.
  • Clients are responsible for shipping costs from and to our studio for cleanings, inspections, and repair work. International clients, please check with your customs office about whether or not import fees or customs will be charged on repaired pieces. These costs are your responsibility. 
  • All repair work (with the exception of replacement focal stones valued over $500) is free within the first three years of ownership. After three years of ownership, a small labor or materials fee may apply for your repair service. It is normal for minor wear and tear to occur when fine jewelry is worn daily. If your piece's repair needs fall beyond normal wear and tear, we will let you know about the labor or materials fee associated with your service after it is evaluated by our repair specialist.
  • The warranty is void if you take your piece to another jeweler for resizing or repair work. Please send it to us, as we know the designs and are highly trained to work with such delicate pieces!
If your Melanie Casey piece is in need of repair, please fill out this form to pay for return shipping and to get your repair request entered in our service schedule. Feel free to reach out to us with any questions or to provide additional information about the service you require. You can find jewelry care tips above!

     

    Order Information

    Payment

    We require payment in full before production can begin, and before jewelry can be shipped.

    • Accepted forms of payment on melaniecasey.com: All major credit cards, as well as PayPal
    • We do not accept wire transfers nor personal checks.

    Flexible Payments Over Time

    We are excited to be working with an independent financing company, Bread, to bring you a flexible payment option to pay over time.  We've read all the fine print and found that Bread is very straightforward with great customer service and clear policies, and that's why we decided to work with them.  Put simply, Bread allows domestic clients to pay for their jewelry slowly over time instead of all at once.  Interest will be charged, and late fees will apply.  Your loan can be paid back early without penalty. 

    At checkout, select Bread as your payment option, and you will be brought through the application process. Once you place your order using Bread, we will process your order and ship your jewelry without delay!  Then, you will work directly with Bread to make monthly payments.   

    Metal & Finish Options

    We work in solid 14k gold and platinum.

    • Most items in the collection are available in either 14k white, yellow, or rose gold.
    • Some select items are only available in one metal color.
    • All pieces are made with a bright, shiny polish finish. Matte finish can be added upon request.
    • To inquire about a platinum piece, please email us at questions@melaniecasey.com.

    Conflict-Free Stones

    We work with suppliers who abide by the Kimberley Process, so we only work with conflict-free materials. We are committed to ethical practices throughout our business, starting with where our stones and materials come from. So you can rest assured that we would never work with or sell a conflict diamond or gemstone. 

    Sizing Options

    Ring sizing is not universal. We offer two great sizing tools that we highly recommend using before we make your jewelry.

    • Plastic sizer - A plastic US sizing belt that is great for finding your general measurement. Order your plastic sizer here.
    • Perfect Fit sizer – A sterling silver sizer that is our highly recommended tool to best ensure that your jewelry will fit perfectly on the first try. Order your Perfect Fit sizer here.
      • Perfect Fit sizers can be returned to us to recycle, and we’ll refund you for the value of your sizer(s) – less shipping.

    Packaging

    • Your Melanie Casey jewelry will be packaged securely for shipment.
    • A receipt will be included which references your order number and some order details, however, no pricing will be indicated.
    • Your jewelry will come gift-ready in a jewelry box or pouch, depending on the piece.

    Shipping

    The buyer is responsible for shipping costs to and from our studio. All packages will be shipped UPS, USPS, FedEx International, or DHL.

    • Domestic Orders (in the US)
      • Please be aware that an adult signature (21+) will be required upon delivery of your package of $50 or more. In order to avoid any rerouting fees, please ensure you provide a shipping address where an adult will be present to sign for your package. Some of our customers choose to ship to their business address since they know that they, or another adult, will be present to sign for delivery. Purchases under $50, including ring sizer purchases, do not require a signature for delivery.

        All domestic orders are shipped UPS or USPS and are fully insured, door to door.

        Should you need to reroute your UPS package or have it held for pickup at the nearest sorting facility, please contact us right away at questions@melaniecasey.com.   Due to insurance restrictions, we at Melanie Casey will submit any delivery change request on your behalf to UPS.  Note that you will need the tracking number along with a government-issued photo ID to collect your package from the sorting facility.

        We will *not* ship to a hotel or to a non-permanent address.

        To domestic buyers (within the U.S.):  If your package is returned to us because you were not available to take delivery, you will receive a refund for your order LESS the shipping fee and LESS the 30% restocking fee for the item(s) you ordered.  Please contact us if you need to change your delivery address.

    • International Orders (outside the US)
      • We ship to a limited number of countries. Please email us at questions@melaniecasey.com for further information or to ask if your country is on the list.

        All international packages are fully insured, door to door.

        Many countries require VAT/import fees at customs before delivery can be completed. The buyer is solely responsible for payment of these fees as indicated below:

        • For orders under 3,000usd, VAT/import fees WILL be collected at checkout.   Our shipping partner, Yakit, will complete the customs transaction on your behalf.  As part of this, customs fees will be charged and brokers will be assigned at checkout. You will be emailed a link to the tracking page once your order has shipped. Should you need to make any changes to your delivery, please contact Yakit right away using the Y-Chat feature in the bottom right corner of your tracking page. Please note that you may need the tracking number along with a government-issued photo ID to collect your package if held for pick-up.
        • For orders 3,000usd and higher, VAT/import fees WILL NOT be collected at checkout. These orders will be shipped FedEx International, and customs and broker fees will be the client's responsibility upon delivery. Your customs office should be able to estimate these charges for you.  
        • For our international clients whose purchases total 3000usd or higher, please verify the accuracy of your shipping address.  If your package is undeliverable because of an incorrect address or because you were not able to be contacted at the time of delivery, it  will be returned to us automatically. You will then receive a refund for your order LESS the shipping fee, LESS the import fee, and LESS the restocking fee for the item(s) you purchased.  
        • We will *not* ship to a hotel or to a non-permanent address

     

    Customization

    Diamond Upgrade Options

    Many of our diamond rings can be upgraded upon request.  The quality of the diamond can be increased for an additional fee. If you would like a larger diamond in one of our current designs, please contact us for a price quote.  A 10,000usd minimum will apply for upgrade requests that include a larger diamond.

    Custom Designs

    At this time, we are *not* accepting custom design requests. Sorry! Also, we do not offer engraving services, nor can we make stone substitutions on current designs.  Contact us to be added to a waiting list for any out of stock designs that we are planning on restocking, or to add your custom design ideas to our suggestion list.  

     

    Jewelry Care

    To keep your jewelry in great condition, we recommend:

    • Removing all jewelry before being exposed to chemicals of any kind (including cleaning chemicals, lotions, soaps and make up), before swimming, showering, or exercising, before doing outdoor work or gardening, and before heavy lifting.
    • Clean your jewelry regularly using warm water, gentle soap, and a soft toothbrush.
    • Store your jewelry in a soft pouch or padded jewelry box.

    Appraisals

    If you plan to privately insure your Melanie Casey jewelry, an appraisal can be requested at the time of your jewelry purchase for no additional fee. 

    Canceling an Order

    If you need to cancel your open order, please get in touch with us as soon as possible. Email questions@melaniecasey.com.

    • Cancellation requests must be requested within 48 hours of order placement. Our jewelers begin the sizing and polishing process as soon as your order is placed, so any cancellation requests after 48 hours will be considered a return and all return policies will apply.
    • We will refund you in full for your cancelled order, however all deposits, rush fees, and partial payments made through layaway are non-refundable.

    Mailing Instructions

    Returns or jewelry to be serviced can be sent to us here, after you complete the appropriate form:

    Melanie Casey

    18 Red Spring Road, Suite 102

    Andover, MA 01810

    Please be sure to:

    • Require a signature & fully insure your package
    • Use a box or padded mailer for safe travels
    • Indicate your name and order number clearly somewhere on/in the box
    • For returns, be sure to include all original packaging
    • Get a tracking number for your package