FREQUENTLY ASKED QUESTIONS
WORKING WITH ANDRA STEINE JEWELRY REMOTELY. HOW DO I PLACE AN ORDER?
Andra Steine has clients worldwide, and our bridal consultant (a gemologist) can work with you remotely. The process is very similar online to a traditional shop; the only difference is the selection of your diamond via high-quality photos and videos.
It's the same process working remotely as in person, the only variance being that you view your diamond selection via high-quality photos and videos.
Fill out the form you have here. We work with ALL couples.
ONLINE appointments only: 9 am-7:00 pm on weekdays.
ARE ALL YOUR DIAMONDS NATURAL?
Yes. Our diamonds are 100% natural, untreated, GIA-certified diamonds.
We specialise in colourless and fancy coloured diamonds too.
ARE ALL YOUR SAPPHIRES NATURAL?
Yes, all our Sapphires are natural and certified, but we work with treated (heated) Sapphires on clients' request.
DO YOU SELL LAB-GROWN DIAMONDS?
We do occasionally accept bespoke bridal commissions with lab-grown certified diamonds.
However, all our ready-to-wear jewellery is set with natural, untreated diamonds.
HAVE ANY OF YOUR DIAMONDS BEEN TREATED OR CLARITY ENHANCED?
All our diamonds are from reputable international suppliers and are carefully chosen. We do not work with treated diamonds. Instead, our founder, a gemologist, carefully selects each gemstone we use for our jewelry.
HOW DO YOU SOURCE YOUR DIAMONDS AND SAPPHIRES?
We partner with some of the largest diamond and gemstone suppliers in the US and overseas to handpick each client's perfect selection of diamonds or sapphires.
We work with diamond suppliers compliant with the Kimberley Process and only provide conflict-free diamonds. You can learn more about the Kimberley Process at www.kimberleyprocess.com.
HOW DOES THE DIAMOND SELECTION PROCESS WORK?
Our team and gemologist will curate a selection of three diamonds based on your personalised preferences. We will explain all the 5 C’s and advise you on each. You can select your favourite diamond or give us feedback so we find you the perfect one. We can hold on to the diamond you like the most for up to 48 hours.
DO YOU HOLD INVENTORY?
We do not hold an inventory. Instead, we curate every selection specifically for our clients.
WHAT METALS DO YOU WORK WITH?
We work with 14K and 18K White, Yellow, Rose gold, and Platinum.
WHERE DO YOU MAKE YOUR JEWELRY?
We are a small independent business that puts a great deal of effort into the quality of each one of our products. We work with different suppliers from all over the US.
We hand-finish all our items in the US.
CAN I SELL MY DIAMOND TO YOU OR UPGRADE MY DIAMOND?
No, we do not buy diamonds.
CAN I RESET MY RING?
If you have inherited a piece of jewelry and prefer an update on the design, we are happy to reset your natural diamond in one of our bespoke pieces. We can even melt the metal of your design for the new piece. You can fill out a form here.
CAN I CUSTOMISE MY ORDER?
We offer complimentary engraving, up to 7 letters for our bespoke engagement ring collections and wedding bands. For more information, please send us an email at email@example.com.
CAN I MAKE CHANGES TO MY ORDER ONCE IT IS PLACED?
All Andra Steine Jewelry sales are final. However, you can change your shipping address within 24 hours of purchase. Please email firstname.lastname@example.org with the subject “Address change order number …
We can ship UK orders to a different address, but we ask you to provide us with a picture of your passport or driving licence and a utility bill from within the last three months.
Please make sure that you check the ring size before you make a purchase. All our sales are final. You can review our jewelry size guide here.
- A complimentary ring sizer will be shipped within seven business days of your purchase (ONLY within the US and upon request).
- Production for your ring will be on hold until you receive your sizer and confirm which size you want to proceed with.
- To confirm your size, please drop us an email at email@example.com. You must confirm the size within 30 days of purchase, or your order will be converted to store credit to use at a later date.
HOW LONG WILL MY ITEM TAKE TO PROCESS?
Every item on our website has a different delivery date on the product page. For example, most of our items from the Bridal section (Engagement Rings) are delivered in around 4 - 6 weeks.
We offer an alternative for an urgent order if you need it for a specific date. For more information, don't hesitate to contact us at firstname.lastname@example.org.
WILL I RECEIVE A CONFIRMATION OF MY ORDER?
You will receive a confirmation email almost immediately after placing your order.
Please check your junk mail to ensure the automated email confirming your order has not been diverted to this folder.
You might have entered your email address incorrectly if you do not receive your email confirmation. If this is the case, please email us to amend it.
CAN I RETURN MY ORDER OR EXCHANGE IT?
No. All our sales are final. Our jewelry items are made to order and are not exchangeable or returnable.
WHAT TYPES OF PAYMENT DO YOU ACCEPT?
We accept wire transfers for bespoke engagement rings and credit/debit cards for ready-to-wear jewellery.
For the bespoke engagement rings, we ask for a 50% deposit within 24-48 hours of selecting the diamond and placing the order. This will secure your diamond, and we will begin production on your ring! Payment is accepted in the form of a wire transfer. Before shipping, the remaining 50% must be paid in full.
Local state sales tax will be applied when you purchase our pieces of jewelry.
WHY HASN'T MY ORDER SHIPPED?
Be sure to check the email sent for the production time associated with your item. For example, in-stock items will be processed within two business days. Once it's ready, you'll receive a shipping confirmation email where you can find your FedEx tracking number to follow your order.
HOW SOON WILL I RECEIVE MY ORDER ONCE IT SHIPS?
Jewelry orders ship using FedEx 2-Day within the United States and for international orders, FedEx International. We also have available FedEx Overnight (there is an extra charge for it). All jewelry shipments require a signature on delivery.
- FedEx 2-Day: 2 business days (excluding weekends and holidays)
- FedEx Overnight arrives the next business day from 10:30 am-12:30 pm (excluding weekends and holidays).
- FedEx International:2-6 business days (excluding weekends and holidays)
IS SHIPPING INSURED? DO I HAVE TO SIGN FOR DELIVERY?
Andra Steine orders always come with fully insured shipping and require a signature upon delivery.
We send the piece of jewelry in a discreet package via FedEx.
If you cannot sign up for your package, you can request a hold through the FedEx website to pick up your parcel at a local FedEx office. Kindly note that vacation holds are not available.
Several delivery attempts will occur before the package is automatically held at a local FedEx Centre (for two days) or returned to Andra Steine Jewelry.
The purchaser is responsible for any fees associated with returning a package to Andra Steine Jewelry after failed delivery attempts.
- Prices and shipping fees for international orders do not include Import and Customs Duties, VAT, brokerage, tariffs, or other expenses that the destination country may levy. Therefore, Andra Steine Jewelry is not responsible for these fees nor Customs-related delivery delays.
- If the customer refuses delivery due to government-required costs from the destination country, the purchaser must incur expenses to return the package to the sender.
- The order recipient is the importer of record and must comply with all laws, regulations and restrictions of the destination country.
We recommend insuring your jewelry - Jeweler's Mutual offers jewelry policies. Alternatively, you can also add your jewelry to your homeowner's insurance. You will need to reference the appraisal provided with your purchase.
If your jewelry arrives damaged, please get in touch with us at email@example.com within 24 hours of receiving your package.
WHAT DO I DO IF I DAMAGE MY ENGAGEMENT RING?
Any item from the Bridal section purchased from Andra Steine Jewelry comes with a 5-year guarantee. Furthermore, we are happy to repair any item with production or manufacturing faux, free of charge.
After the 5-year warranty policy expires, we can repair it if you have damaged the ring, but this service will include additional charges. Before proceeding, someone from our customer care team will get in touch to explain the procedure, time for the repair and cost.
Please check below our warranty policy.
If you need to send your jewellery back for repair, please email us at firstname.lastname@example.org
We will forward you the form you need to fill in and send together with the ring. Unfortunately, we do not cover the costs to return the jewellery to us, but you will not be charged to have the jewellery sent back after restoring it.
Depending on the case, it might take up to 10 working days.
REPAIR OR RESIZE
If you require a repair, please send us an email at email@example.com. Warranty only covers items within the US.
- Bangles and eternity bands cannot be resized
- A ring can be resized a maximum of one time, and most rings cannot be resized more than 1-1.5 sizes smaller or larger than originally made.
- Andra Steine Jewelry does not resize or repair items purchased through third parties.
Please click here for more information about ring sizes or to check your partner's size.
If you need to send your ring back for resizing, please email us at firstname.lastname@example.org.
We will forward you the form you need to fill in and send together with the ring. Unfortunately, we do not cover the costs to return the ring to us, but you will not be charged to have the ring sent back after resizing.
We only offer ONE complimentary resizing for rings manufactured and produced by Andra Steine Jewelry. The resizing can take up to 10 working days, depending on how urgent the job is and how soon you need it back.
Please only send the documentation we initially sent you with the ring for resizing.
IS THERE A WARRANTY ON Andra Steine Jewelry?
Our mission is to deliver pieces of the best quality at reasonable prices. Andra Steine Jewelry offers 5- a year warranty in our bespoke collection.
This warranty includes any quality issues from a manufacturing defect, including loose diamonds or prongs and missing pavé stones.
This warranty does not cover issues that arise from normal wear and tear, including but not limited to scratches, dents, misshapen bands, or cracked stones. Lost or stolen pieces are also not covered by this warranty.
If you encounter any problems with your engagement ring or wedding band, contact your bridal consultant on how to proceed with your repair.
Andra Steine Jewelry offers a complimentary 90-day limited warranty on all fine jewelry from the "Ready to wear" section purchases within the US.
Our warranty covers any quality defect (such as loose prongs or diamonds, missing melee stones- smaller than 0.10 ct each, broken chains or clasp) in all the jewelry pieces from our "Ready to wear" collections.
We do not cover normal wear and tear imperfections, like misshapen and bent bands, cracked stones, dents, or scratches.
Our warranty does not cover resized pieces (from third parties' workshops) and lost or stolen pieces.
If an item sent to us needs a repair not covered under our warranty, a team member will explain the next steps. Please note that the jewelry piece may be sent back at the customer's expense.
How do I return an item for repair covered by your warranty policy?
NEED MORE HELP WITH YOUR WARRANTY?
Contact us at email@example.com any questions; we’d gladly assist. Please note we may request photos of the piece to determine the warranty coverage.
HOW DO I CARE FOR MY JEWELRY?
Fine jewelry is delicate and should be cared for accordingly. To extend the life of your jewelry and keep them in optimal condition, please check the following care instructions:
- Remove jewelry before applying perfume, shower products, creams, or other chemical or oil compounds.
- Leave your jewelry at home before lifting weights in the gym (matt exercises are acceptable).
- Please remove your jewelry before going into the sea (during beach holidays)
- Lay your jewelry flat and clasp pendants (to prevent tangle) and in a jewelry box before sleeping.
HOW DO I CLEAN MY FINE JEWELRY?
To clean your diamond or sapphire jewelry, use a soft toothbrush and dish soap and gently scrub the metal and gemstones. Andra Steine Jewelry is not responsible for maintaining your jewelry and does not polish or clean purchased jewelry.