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FAQ

ORDER INFO

  • When will my order arrive?

All of our work is hand fabricated, which means we do not employ any outsourcing, casting, or pre-made components to save time. While this is not the most efficient way of working, it's how we love to work. Hand fabrication also imbues our work with a unique handmade quality that our clients value. The majority of our work is made to order, which means we need to order materials, make your piece(s), and ship it. All made to order pieces take 3-4 weeks to process and handcraft. Please note that shipping timeframes do not include the time to process and create your piece(s).

We are able to accommodate rush orders on a case-by-case basis. A 10% up-charge of the total order cost is added to cover a request to rush materials and/or to move your order up in our production schedule. Overnight shipping is an additional charge and can be calculated based on your order total and destination. Please contact us directly to discuss your needs and to get an estimate for lead time and shipping rates. We'll get back to you very soon.

  • Does KMJ offer gift wrapping?

All orders come in branded packaging with a thank-you note for a special opening experience! If you would like a personalized message included with your package, please contact us after you place your order. 

  • Does KMJ offer engraving?

 Yes, we can happily custom engrave for an additional fee. Please get in touch if you would like anything engraved.

  • What forms of payment do you accept?

We accept cash, PayPal, Amazon payments, Apple Pay, Venmo, and all major credit cards.

  • Do you have financing?

We have partnered with Affirm to offer pay over time terms. Read more here. We can also set up layaway via PayPal on request. 

  • Will I have to pay sales tax?

All Colorado retail customers are subject to Colorado state and county sales tax. Additionally, sales tax laws have recently changed, requiring us to collect and remit sales tax in certain other states. If sales tax is required, our website provider automatically calculates the amount we need to remit and adds the tax to your checkout total.

  • Once I place my order, how long before I have the piece?

Due to the handmade nature of the goods we produce and carry all made to order jewelry requires 3-4 weeks from the date the order is placed. Please keep in mind that this does not include shipping time. We're sometimes able to expedite orders depending on work flow in the studio. Rush orders incur a fee of 10% of the order total. If you need a rush order, please contact us directly before placing your order. In-stock items are shipped in 1-2 business days from the date of purchase. Custom orders generally take 6-10 weeks, depending on the degree of customization. See our custom policy here

JEWELRY CARE

  • How should I care for my jewelry?

Please see our jewelry care guidelines here.

WHOLESALE

  • Does KMJ offer wholesale pricing?

Yes! We offer wholesale pricing to qualified retailers. Please get in touch with our Wholesale Sales Account Manager, Kim Carpenter, to request wholesale linesheets - kim@katemaller.com.

SHIPPING

  • What is your shipping policy?

All packages are shipped via FedEx, and require a signature. Please note shipping estimates do not include lead time, if your piece is made to order. If your piece is in stock please allow 1-2 business days for the order to process, and be sent out. 

  • Are you able to ship internationally?

Yes, we ship internationally. Please contact us directly for a more accurate quote. Customer is responsible for any customs or duty fees associated with the order.

RETURNS/REPAIRS/RESIZING

  • What is your return/exchange policy?

We want you to love your new piece(s) of jewelry! If you aren't completely satisfied for any reason, you may return or exchange online purchases only within 14 days of the shipment date. In store purchases may be exchanged within 7 days only. Items must be unworn, and returned in their original condition with original packaging. Refunds are less the original shipping cost, as KMJ does not cover shipping. Customer is responsible for safe + secure shipping back to KMJ. All returns need a return authorization before being shipped back to KMJ. Please contact us to discuss your needs, and to obtain authorization for a return or an exchange. Kate Maller Jewelry is not responsible for items lost or damaged in transit. All custom orders, and RINGS MADE TO SIZE are FINAL SALE.

  • What if my jewelry needs repairing?

For KMJ purchases - we stand behind our work and want you to be happy with your purchases! We will repair all jewelry at any stage of its lifetime. A fee may be charged, assessed on an individual basis. Contact us directly to discuss your needs. Please don't return jewelry without a repair authorization. For all other artists we will facilitate repairs with the artist, and a fee may be charged on a case by case basis.

  • Can KMJ resize its pieces?

Most pieces can be resized within a reasonable range. Resizing ability is dependent on both the design and the adjustment requirements. Resizing is reviewed on an individual basis. Our ring resizing fee is $50 plus return shipping, which is dependent on the price of the ring. All OOAK/Custom rings include one free resizing within the first six months, if needed. Customer is responsible for the safe and secure shipment of the piece to KMJ. Please do not send work without approval by Kate Maller Jewelry. We're happy to resize your ring but ask that you contact us directly to discuss your needs and to receive proper authorization and shipping instructions.

  • What is your cancellation policy?

Orders may be cancelled within 48 hours of placement. Please contact us ASAP to cancel or modify an order. If your order has already gone into production - i.e. if materials have been ordered - we deduct a 10% restocking fee from the refund.

  • Does KMJ offer any type of warranty on its pieces?

While we pride ourselves in using high-quality materials and hold ourselves to the highest level of craftsmanship, we do not make warranties of any kind.