Ask us a question
How long does it take for my order to be shipped?
Our fine jewelry is handmade, so turnaround time can vary. Please allow up to 3-6 weeks from the time of order. We do try to keep inventory on hand. If you need more exact availability on a certain piece of jewelry or want to check if it is in stock, email email@example.com.
How does shipping work?
Due to insurance requirements, we are only able to ship Next Day Air or Second Day Air. Your order will ship Next Day Air or 2nd Day air from the date of completion, not the date of the order.
Upon shipment, you will receive an email containing your UPS tracking number. We cannot ship to a PO Box, as all shipments require a signature upon delivery.
How can I check the status of my order?
For order status updates, please reply to your order confirmation email or email firstname.lastname@example.org with your order number.
What is your Return/Exchange Policy?
For Returns & Exchanges, we have different policies for Custom VS Non-Custom orders. Custom orders are considered final sale. For returns, please be aware that we charge a 15% restocking fee or you can opt for the full amount (minus shipping) via store credit. Please note that initial shipping fees will not be reimbursed on any returns or exchanges, even if you choose store credit. Ship your purchase back in all original packaging with all tags attached, as there is a $75 fee if not returned in original condition with original packaging. Merchandise showing signs of wear, resizing, or damage in any way will not be accepted and will be returned to the sender.
We can provide a fully insured UPS Return Label for $20. Email email@example.com to get started.
Include the provided return/exchange form & send your package to:
2050 North Stemmons Freeway, Suite 7715
Dallas, TX 75207-3206
DO NOT SHIP USPS- only FED EX or UPS.
Gifting RW Fine jewelry?
For non-custom orders, the 14-day return/exchange policy begins the day the piece is gifted, as long as you notify our team in writing prior to when it is shipped or picked up. Please refer to our Return/ Exchange policy for information regarding returns and exchanges on gifts.
Does my store credit expire?
RW Fine Store Credit expires within one year of the issue date. Store Credit will be issued via email and is valid site wide.
How can I cancel my order?
Due to the custom nature of our products, all canceled orders will incur a 10% cancellation fee. To cancel your order, please respond to your order confirmation email. Some exclusions may apply as some of our products are final sale from the date of purchase.
SIZING AND FIT
My huggies/hoops are no longer clicking securely into place.
Due to the nature of huggies and taking them in and out daily, we recommend taking the following steps to keep your huggies tight and in "clicking" position.
Take the earring in the open position and gently use your thumb to push up on the curved post. If you do this gently, you will ever so slightly push the curved post upwards and you will find that the earring will close again with a tighter “click.” If you find that you cannot get the earring to close, you may have pushed the curved piece up too much. Try pushing on it ever so slightly to move it downwards a bit. Then try to snap the earring closed. You can adjust the curved post down or up until you hear it click into the locking mode tightly. This small adjustment, from time to time, will keep your huggie/hoop earrings tight and working like new.
How can I prevent my tennis necklace from flipping?
One reason the tennis necklace is not sitting correctly could be because it is not laying straight before being put on. To ensure your tennis necklace is put on correctly, we recommend putting the clasp in your right hand and letting the remaining portion of the necklace hang below it. While holding the clasp in your right hand, use your left hand to run your fingers over the diamonds (with the diamonds facing away from you) to straighten any kinks or twists in the setting. Once your left hand reaches halfway down the necklace (in some cases, adjustable jump rings) leave your fingers there. At this point your right hand should still be on the clasp and your left hand should be placed three quarters down the necklace (or halfway down the jump rings/chain). From here, with the diamonds facing away from you, fasten the necklace around your collar bones ensuring the clasp is secure and closed. Keep in mind that because of normal everyday movements of your neck, the necklace will move slightly along with it as this is the nature of a halfway or full length tennis necklaces.
I ordered an eternity band/ring but it doesn’t fit.
All eternity bands are final sale from the date of purchase unless specified otherwise in the product description.
Do you offer ring resizing?
Yes! We offer resizing by our in-house jewelers located at our Dallas Showroom. When resizing larger, we actually add gold rather than stretching the ring to make the resizing indetectable. Email firstname.lastname@example.org for pricing and information.
How can I book an appointment?
Click here to book an appointment at our showroom in Dallas. (You can also book through our social media platforms).
How do I send in the handwriting/font for my handwritten name necklace?
Please reply to your order confirmation email or email email@example.com with the name pictured in the handwriting or font.
I would like to order a size other than the standard size 7 bracelet. How can I order the correct size?
Specify in your order notes the exact wrist size requested and we will do our best to accommodate. In some cases, price may vary.
WARRANTY & INSURANCE
What is my warranty?
The manufacturer will guarantee the craftsmanship on all products for one year from the date of shipment. The warranty covers any normal wear and tear. It does not include loss or damage incurred by the user.
I NEED TO SEND MY RW FINE JEWELRY IN FOR REPAIR - UNDER WARRANTY:
*This is ONLY for orders that are still within the one year warranty, and damage was caused ONLY by natural wear/tear and not incurred by the user.*
Please email firstname.lastname@example.org to request a repair form. This form will need to be filled out and included in your shipment with your jewelry. Ship your package as Registered Mail (UPS or FedEx ONLY, NO USPS) with insurance for the full value. We are not responsible for items lost or damaged while shipping. Please do not write “jewelry” or any other jewelry-related words on the outside of the package.
Include the provided repair form & send your package to:
2050 North Stemmons Freeway, Suite 7715
Dallas, TX 75207-3206
Phone: (855) 485-7979
Do you recommend insuring my jewelry?
Yes! We can not recommend Jewelers Mutual enough!
Click here to visit their website for more information about insuring your piece from RW Fine
How do I clean my fine jewelry?
Your diamonds need a spa day too! We recommend cleaning your jewelry at least once per week. We also recommend making a showroom appointment at least once every six months for a free routine jewelry maintenance check and cleaning.
What you’ll need:
- Soft toothbrush
- Dawn dish soap
- Baking soda (not required but recommended)
Steps to clean (method not recommended for soft stones):
- Fill a microwave safe liquid measuring cup with water and heat for 1.5 to 2 minutes or until boiling (the heat will help melt the trapped oils)
- While water boils, line your cup/bowl with foil
- Combine in foil lined cup/bowl boiling water, dawn dish soap, and baking soda
- Add your jewelry and let soak for 10-20 minutes or until water has cooled
- Gently scrub your jewelry with a soft toothbrush. Follow by a rinsing your jewelry under clean water to remove any remaining residue
- Pat dry with a clean soft towel
Follow our step by step video instructions HERE.