What are your repair policies?
At Ariel Gordon Jewelry, quality and craftsmanship is of our utmost concern. Our pieces are meant to be worn daily. However, jewelry is by its very nature delicate. If you should experience the need for a repair, we are here to help. All jewelry purchased within the last year is eligible for a complimentary 1 time repair for any breakage caused by manufacturer defect. If your jewelry breaks due to normal wear and tear, we can still repair it for free within the first year, but you will be responsible for round trip shipping.
PLEASE NOTE: Due to our limited office hours, we are routing all incoming packages to our UPS broker for a weekly pick up. As such, please be patient as it may take up to a week from the date the package is delivered to our broker for us to process it.
Repairs needed after 1 year or deemed to be caused by misuse will incur a repair charge at the customer’s expense (usually in the $25 range + $15 shipping each way). Ariel Gordon Jewelry reserves the right to charge fees for repairs using our professional discretion.
Packages originating in Hawaii or Alaska will require a $20 fee (each way) to cover an additional shipping surcharge.
Please refer to our Jewelry Care Instructions for tips on how to keep your Ariel Gordon Jewelry in tip-top condition.
Please request a repair via our portal here and be sure to enclose your Name, Address, Order Number, Phone Number and Reason for Repair. Be sure to include all components to your jewelry (all charms, chains, stones, etc).
Repair Policies For Incorrect / Damaged Orders
In the unlikely event that your order is processed incorrectly or your item(s) arrived damaged, please email us ASAP to let us know. We ask that you send over photos of the incorrect/damaged merchandise for our reference.
For domestic orders containing incorrect / damaged items, we are typically able to refund or replace the orders at our expense. PLEASE NOTE: we do not take responsibility for damaged items purchased through third-party retailers.
Repair Policies For Heritage by Ariel Gordon Pieces
The entirety of the Heritage by Ariel Gordon Collection has been inspected by a 3rd generation, GIA-certified Estate Jewelry dealer so we feel confident about the pieces that we are passing on to you. Every piece here has survived generations and we are so excited that they are finding a new home with you. Please keep in mind that these heirlooms are sold as-is and will show wear consistent with their age. We believe that this wear isn't a defect, rather it's proof that the piece was worn with love in generations past. We will describe any notable wear or damage as accurately as possible and to the best of our ability. We are only selling pieces that we've determined are in wearable condition. That being said, please know that jewelry in general is fragile, especially antique jewelry and should be handled with extra care. We will assess all repair requests on Heritage pieces on a case by case basis. Please request a repair for Heritage pieces via our portal here.
Repair Policies For Gifts
Items purchased from arielgordonjewelry.com and received as gifts may be repaired by us depending on when and where the person purchased it. We will need the name of the person who purchased the gift and the approximate date so we can look up the order number. We reserve the right to decline these repairs or charge a fee.
Repair Policies For AGJ purchased from other retailers
Any jewelry needs (returns, repairs, exchanges) for pieces purchased from one of our authorized retailers must be facilitated through them.
Repair Policies For International Orders
All international orders are final sale and we are unable to offer repairs on them. If you need a repair for an international order and you are within our 365 free repair window, please contact us via our concierge portal here and we can advise you on local solutions.