Frequently Asked Questions

ASHLEY SCHENKEIN JEWELRY VALUES

Personally and as a business we believe in serving customers from unique backgrounds and beliefs. Our number one priority is to serve ALL of our customers EQUALLY, authentically and passionately. Our company supports several local and national charities every year, using our resources to better our local community as well as our national and global community. This is at the heart of Ashley Schenkein Jewelry Design’s mission.

We get it - you're living life to your fullest and sometimes a piece of delicate jewelry needs a little love. We will always repair your well loved piece of ASJD jewelry as long as we still have the materials on hand or can source them. We truly stand behind our work and craftsmanship.

Please contact us via email: hello@asjewelrydesign.com or phone: 720-663-0663 to start the conversation about your specific repair process. If you send us an email, please include photos. We offer free repairs up to 365 days for craftsmanship issues or defects. After this, we will charge you a nominal fee for the lifetime of the piece.

We will send you an RA (return authorization) number to include in your package and send you detailed instructions on how to ship it back to us. As soon as we have your piece of jewelry in hand, we will let you know whether there is a repair fee and if so, the associated cost.

*This repair policy excludes custom jewelry. Please see below for our custom jewelry guarantee.

WHAT ARE THE WARRANTY AND GUARANTEE DETAILS FOR FINE CUSTOM JEWELRY?
You'll want to make sure that your custom ASJD jewelry lasts a lifetime. We highly recommend insuring your ring or fine piece of jewelry ideally before it leaves our shop.

The steps are as follows.:
- You will need an appraisal before obtaining insurance. We are happy to provide an appraisal for $90 if we sourced all of the stones or you are able to provide details on any stones you have brought to us.
- Contact an insurance company (an independent insurance company, your homeowner's or renter's insurance) before picking up your piece of jewelry if possible. We are happy to provide the name of a recommended appraiser or provide the name of an independent insurance company (through which we have no affiliation) as well.

We guarantee our rings to be free of manufacturing or craftsmanship defects. If you believe your ring (mounting) has a defect, please contact us immediately. We will repair or replace your defective ring as deemed appropriate. Ashley Schenkein Jewelry Design will cover the cost of all repairs under normal wear for the first six months after purchase, including replacing any melee (small stones 2mm and under in size).* Center stones are not included in this warranty and would need to be covered by your insurance (see above). Past the first six months we can fix anything you send us! Just know there may be a nominal fee for rings that are 'well-loved.' Ring cleanings are included for life. We are also happy to resize your piece or make minor adjustments as needed in the future for a nominal fee.

WHAT IF I DON'T LIKE MY RING?
To be completely honest, this has never happened to us since our inception in 2007 as there are multiple opportunities for you to see the design before the final product (and let's be honest, the actual ring is always a lot prettier than the computer rendering). In the unforeseen case that you don't love your ring, we will be very fair to update the design as much as we can to make it just perfect if you find yourself not totally in love with the finished ring design, even if that means starting over from scratch. With that being said, we do not offer refunds on custom pieces, but we will go to the ends of the earth to make sure you love it!

WHAT IF MY RING DOESN'T FIT JUST RIGHT?
We can always resize your ring if the fit isn't perfect, and we include the first resizing free of charge within the first 6 months of purchase. After this a nominal fee will be charged, but we are more than happy to keep resizing it until it is perfect. If you live out of Denver, we are more than happy to email you a shipping label that includes insurance and a signature and we will just invoice you for this along with the resizing/repair fee (if it's after the first complimentary resizing).

DO YOU RESET HEIRLOOM DIAMONDS?
We do not set loose diamonds or stones into our designs, but we would love to work with you on resetting your family stones. If your diamond is in a setting, feel free to bring it by the flagship store or email us at hello@asjewelrydesign.com for recommendations on next steps.

WHAT IS THE AVERAGE TIMELINE FOR CUSTOM ASJD JEWELRY?
It takes approximately 4-10 weeks from the inception of a custom project to be completed. This can vary depending on how many design iterations occur, how difficult it is to source an alternative gemstone, how long it takes you to select a stone or make a decision on a design. If you are on a tight timeline, please contact hello@asjewelrydesign.com to see if we can meet your deadline. We can go over all of this in more detail in your complimentary consultation.

WHAT PAYMENT METHODS DO YOU ACCEPT AND WHAT IS THE TIMELINE?
Ashley Schenkein Jewelry Design accepts all major credit cards in store. Affirm is not available for custom projects. We request a 50% down payment at the time of purchasing stone(s) or starting production for a custom project. The remaining balance is due at the time of picking up the piece of jewelry or prior to shipment.

HOW DOES SHIPPING WORK IF I LIVE OUT OF STATE?
We ship out of state daily, so we are well versed in shipping methods and making sure that the custom piece of jewelry is fully insured and will arrive to you safely. You are in charge of shipping, which includes our insurance for a very reduced cost. We will provide tracking and require a signature upon receipt of the package.

DO YOU USE ETHICALLY SOURCED CONFLICT-FREE DIAMONDS?
Ashley Schenkein Jewelry Design only works with diamond vendors who adhere to the Kimberley Process — a process established in 2003 to ensure that diamond purchases are conflict-free. We feel that it’s our duty to challenge our suppliers in this regard. We hope you will seek out information on these important practices as well. We hope to educate our customers on the diamond trade and how the entire system works so that they can make the most educated decision possible.

TO BE ELIGIBLE FOR THE WARRANTY
— Diamond(s) must not be exposed to unreasonable force or harmful conditions.
— The warranty does not apply to a product that has been stored or handled incorrectly, abused, altered, or treated by incorrect cleaning methods.
— The piece must not be altered or resized by any other jeweler.
— Warranty is applied to the original purchaser of the product; the warranty is not transferable.

*Please note that this does not cover neglect, abuse, loss, theft, or excessive wear and tear. Ashley Schenkein Jewelry Design is not responsible for the replacement of a stone if it is lost due to bent or damaged prongs due to neglect even within the first 6 months. We reserve the right to determine what constitutes normal wear and tear.

If an out of city/state repair is needed, the customer is responsible for all shipping costs (both ways) that is insured and requires a signature. We are more than happy to send you a shipping label and will invoice accordingly.

Center stones are not under warranty — PLEASE be sure to insure your piece immediately!

JEWELRY RESIZING
ASJD provides one complimentary ring resizing within the first 6 months of purchase. After this a nominal fee will be charged, but we are more than happy to keep resizing it until it is perfect.

If you live out of Denver, we are more than happy to email you a shipping label that includes insurance and a signature and we will just invoice you for this along with the resizing/repair fee if there is a fee. Alternatively, we also recommend taking your ring to a local jeweler to get the most accurate ring sizing.

RESETTING HEIRLOOM DIAMONDS
We do not set loose diamonds into our designs, but we would love to work with you on resetting your family ring. If your diamond is in a setting, feel free to bring it by the flagship or email us at hello@asjewelrydesign.com for recommendations for next steps.

TIMELINE FOR CUSTOM ASJD JEWELRY
It takes approximately 8–10 weeks from the inception of a custom project to be completed. This can vary a little bit depending on how many design iterations are completed and how long a customer takes to select a stone or make a decision on a design. If you are on a tight timeline, please contact ashley@asjewelrydesign.com to see if we can meet your deadline. We can go over all of this in more detail in your complimentary consultation.

CONFLICT-FREE DIAMONDS
Ashley Schenkein Jewelry Design only works with diamond vendors who adhere to the Kimberley Process — a process established in 2003 to ensure that diamond purchases are conflict-free. We feel that it’s our duty to challenge our suppliers in this regard. We hope you will seek out information on these important practices as well. We hope to educate our customers on the diamond trade and how the entire system works so that they can make the most educated decision possible. 

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