FREQUENTLY ASKED QUESTIONS

JEWELRY CARE

At 12th HOUSE we are comitted to sustainable, ethical and responsible sourcing and green production practices.

HOW DO YOU SELECT YOUR MATERIALS AND GEMSTONES?

We work with only the finest 100% SLS certified recycled gold and precious metal alloys through a family run casting house located in the heart of New York City's Diamond District. Our gemstones and diamonds are hand selected and sourced through reputable lapidaries.

All diamonds for ceremonial rings are certified by the Kimberley Process to be conflict-free, and GIA certified diamonds are provided upon request.

WHAT ARE BEST PRACTICES FOR CARING FOR MY JEWELRY?

Over time it is normal for a natural patina to occur with gold jewelry. To deter this process we suggest you follow these guidelines in care:

  • Please remove your jewelry before bathing or swimming, using household cleaning products or applying cosmetics or lotions. Exposing the metal to any harsh chemical will encourage tarnish
  • Another great way to keep your jewelry looking like new is to use a small polishing cloth. It lasts forever and works on all metals to remove all oils from daily wear and shine your pieces.
  • Storing your jewelry is important too, preferably in a pouch or a lined jewelry box to keep out humidity and dust.
  • It is always good practice to take your rings off at night as well, to give the skin on your fingers a chance to breathe.

HOW DO I CLEAN MY JEWELRY?

To clean your gemstones we have a simple approach: use some gentle dish soap and a soft bristle toothbrush to gently remove any built up residue or tarnish. Gently pat with a towel and let air dry.

Also we recommend doing this over a bowl and not in the sink, just to be cautious and not lose a piece down the drain!

WHAT IF I ACCIDENTALLY DAMAGE MY JEWELry?

If you accidentaly damage your jewelry please contact us for a repair consultation via email hello@12thhousejewelry.com .  We can evalutate the extent of the repair and begin the process of sending the piece of jewelry to our studio.

Please note that repair work can take up to 4-6 weeks depending on the complexity of the repair.

If you decide to work with an outside jeweler for repairs, alterations or resizing it will negate your warranty.

CUSTOM WORK + PERSONALIZATION

We are passionate about making the most beautiful and magically centered jewelry for our clients as these are treasured heirlooms that will be cherished for years to come.

WHAT IS BESPOKE?

Each piece in our collection can be personalized for you, from your preference of precious metal alloy to the size and cut of a gemstone. Many of our designs can be personalized for you this way as all of our work is made-to-order.

HOW DO I REQUEST A PERSONaLIZATION?

You can arrange a Bespoke consultation by scheduing a virtual appointment with our team!

Let us know what your favorite pieces are, designs that you are drawn to, and gemstones that you'd like to work with.

Over our consultation call you will learn about our Bespoke process, about our custom fit + sizing services, production timelines and delivery options.

DO YOU WORK WITH HEIRLOOM STONES?

We love working with heirloom stones, please reach out to us by filling out our  CUSTOM WORK questionnaire and we can begin the conversation.

We ask that our clients provide us with details about the gemstone to determine whether or not working the heirloom stone into the design is a viable option; details about quality and condition, the carat weight and cut, milimeter measurements as well as any GIA certification if applicable.  

DO YOU OFFER CUSTOM ENGRAVING?

Yes we do offer custom inner ring engaving of initials, numbers and unique characters. If you are interested in having a piece custom engraved please CONTACT US  by email for rates and styles.

Custom engraving will add ten business days to our standard order fullfillment, and please note that all engraved items will be final sale.

HOW DO YOU WORK WITH CLIENTS REMOTELY?

We are fortunate to have been working with clients remotely for the past ten years for both Custom work and Bepoke services. The conversation begins via email or by simply scheduling a virtual appointment with us.

We offer a Custom fit + sizing service where we work with you to make sure your new piece of jewelry will fit just right.  

Our design services are extensive and we create an open dialogue with our clients so they are part of the design conversation throughout the process.

CAN MY ORDER BE RUSHED?

Our customized and Bespoke services typically take between 4 - 6 weeks from the order date to finishing and shipping out to you. We offer rush services when possible, though fees might apply.

Contact us for more details, we love to make special moments happen!

APPRAISALS, WARRANTIES + INSURANCE

CAN I GET AN APPRAISAL OR EVALUATION REPORT?

Each Bespoke piece of jewelry will be provided with an Evaluation report that documents the retail value and pertinent details of your items for insurance purposes.  

Please note that Evaluation reports are not appraisals, whereas formal apprasials are made by Certified appraisers and is not a service we offer.

WHAT IS YOUR WARRANTY?

We provide a one year warranty on all of our jewelry from the date of completion. If any issues arise in the first year, we will repair the piece free of charge.  

Whether you are in or out of warranty, we are happy to repair damaged pieces. Some fees apply according to the extent of repair needed.

DO YOU PROVIDE INSURANCE?

We recommend that you do insure your jewelry, either through your homeowner's insurance or similar, but we do not offer insurance through 12th HOUSE.

SHIPPING

WHAT IS YOUR SHIPPING METHOD?

We ship via FedEx and UPS with upgrades and expedited service available at checkout.

All jewelry is shipped fully insured with tracking. Tracking information is provided via email once your package ships.

All domestic shipments will require a signature upon delivery if the contents value is $500.00 or more.

DO YOU SHIP INTERNATIONALLY?

Yes we do ship internationally through UPS or FedEx.

Please note that duties and taxes are not included in the total at checkout.

Duties and taxes are determined by the customs agency within the destination country and are collected at the time of delivery. Although charges are not always incurred, the assessment of duties and taxes when appropriate is based on the order value and the tax threshold determined by the destination country. Payment of any import taxes is the responsibility of the recipient.

All international sales are final.

HOW SOON WILL MY ITEM SHIP AFTER PURCHASE?

All of our Bespoke and personalized jewelry can usually be made to order within 4 - 6 weeks from the date the order is finalized. In stock jewelry will be shipped out within 1 - 3 business days.

hOW DO i KNOW IF MY ITEM IS IN STOCK OR MADE TO ORDER?

Product availibility and turnaround times are outlined on the product page for each piece. All in stock jewelry will ship within 1 - 3 business days. If you are looking to personalize a piece of jewelry or create a bespoke ring the production time is between 4 - 6 weeks. Orders can often times be rushed, though fees may apply.

RETURNS, EXCHANGES + CANCELLATIONS

What is your return policy?

If you are not satisfied with your purchase, please email our team at hello@12thhousejewelry.comwithin two days of delivery. Your return request will be answered by our cutomer service team within 1-3 business days and provide instructions for sending in your return.

Please note that all returns must be unworn condition, and will be accepted according to the terms outlined via email by our customer service team.

All orders placed after January 1st, 2022 will incur a 10% restocking fee for returned items. Items being exchanged for another item will not incur the 10% restocking fee.

WHICH PIECES ARE FINAL SALE?

All Personalized, Customized, Engraved and Bespoke jewelry orders are considered final sale.

Any jewelry purchased on Sale, Ritual Kits, and all accessories are considered final sale.

IS THERE A RESTOCKING FEE?

All orders placed after January 1st, 2022 will incur a 10% restocking fee for returned items.

Items being exchanged for another item will not incur the 10% restocking fee.

How do I make a gift exchange?

If your order was marked as a gift and you would like to exchange it for a different size please contact our customer service team at hello@12thhousejewelry.comto begin the exchange process.

When can I expect my refund?

Please allow 1 - 3 business days for our team to process your order upon receiving it.

Original shipping charges (if any) are not subject to refund. Credits will appear within 3 - 5 business days on your account.

HOW DO I CANCEL MY ORDER?

Please email our team at hello@12thhousejewelry.com to request a cancellation.

Any cancellation of standard orders must be done within two business days from the time the order was placed to avoid any additional fees or charges.

CONNECT WITH US

  EMAIL : hello@12thhousejewelry.com