Our customer service experts speak to hundreds of customers each week. Here is a list of the most common questions. If you cannot find an answer, don't hesitate to contact us.


Who are you? What makes Jewlr unique?

We are a leading online retailer of personalised jewellery. Every Jewlr item is manufactured in North America and shipped directly to customers in the USA, Canada, UK, and Australia. Every item can be highly personalised by selecting metals, gemstones, and engravings to meet your exact style.

Where is Jewlr located?

Jewlr is based out of Toronto, Ontario, Canada. All of our jewellery is proudly made-to-order in the United States and Canada.

Do you have any stores I can visit?

No. Jewlr is an online retailer, that actually produces our own products. Due to this model, we do not need to carry any inventory, and we are able to offer exceptionally affordable prices for personalised jewellery.

Do you have a warranty on your jewellery?

Yes, we have a one-year warranty against any manufacturing defects on all of our jewellery. Any damage sustained by misuse or alterations not done by Jewlr will void the warranty. Please view our warranty information page for more details.

What is a Wish List?

Jewlr’s Wish List is a convenient way to keep track of all those special items you want. Personalise up to 12 pieces with multiple customisations, save them to your list, and share with your friends and family. Wish lists are great for special occasions - let others know what you’re looking for, or share gift ideas for someone special.

What are your customer service hours?

Customer service is open Monday to Friday from 9am to 5:30pm Eastern Standard Time, excluding holidays. Our offices are closed over the weekend. During holiday seasons, we offer extended hours.


Will my ring look exactly like the preview image on the web site?

When you personalise an item on Jewlr, you will see a preview of your item with your selected options. This preview is intended to give you an idea as to what your item will look like so there are no surprises.

When will my order be processed?

Orders are put into our production schedule as soon as the orders is placed. Once your order is placed, you will receive an Order Confirmation email almost immediately. This email confirmation will include the estimated delivery date.

I need an engraving that is longer than the allowed number of characters. Can you still do it?

We are able to add 1 or 2 engraved characters on certain styles. Please email [email protected] with the specific item style code and the engraving so that we can look into this for you and update your oder if necessary.

How do I sign up for an account?

You can sign up by clicking the 'My Account' button and follow the steps. If you checkout as a guest, we automatically create an account for you and you will receive a confirmation email with an order number and your account information. You can use your account information to check on the status of your order and to check your Jewls account balance.

Can I place an order over the phone?

The best way to place an order is online so you can see your persoanlized item. If you are having trouble, please call our Customer Service line at 0800-098-8566 where our team will be able to help you with any questions or concerns.

What forms of payment do you accept?

We accept Visa, American Express, Mastercard, Discover, Visa/Debit, prepaid Visa or prepaid Mastercard or Paypal. If you wish to pay with multiple credit cards, please call our customer service line at 0800-098-8566 where our team can assist you further. We do not accept cash, cheques, installments, nor Cash On Delivery payments.

Do you put the purchase receipt in the box?

There are no receipts put in the box so that it can be shipped directly to someone as a gift. The only receipt you will receive is by email with the order confirmation email.


Do you have a Jewlr credit card?

No we do not have a credit card. Jewlr offers a Jewlr Gift card which can be used for any Jewlr item. The Jewlr Gift Card is an electronic gift card that can be used online at Jewlr. It is the convenient and easy gift to give when you’re late or when you just don’t know what to give!


Where can I get a coupon code?

You can sign up for an account or newsletter, and as a thank you, you will receive a discount promo code.

Why was my coupon not applied to my order?

Coupons are applied to all Jewlr purchases in your cart except for add ons such as photo boxes, gift wrap or premium gifts.

What are add on or bundle items?

Add ons and bundled items are optional, and are available to you at checkout because of the special item you are purchasing.

Will the code be applied to items on sale?

Yes, promo codes are applied to sale items.

What is a multi-level coupon?

A multi-level discount coupon will discount your order in different increments based on the total value of your order. That is, the more you spend, the larger the discount.


What Is Family Jewellery?

Family jewellery are items that carry a special meaning and significane, representing loved ones. Family jewellery can be any jewellery type such as a ring, necklace or bracelet. It is typically purchaed for a grandmother, mother, or daughter and is set with the birthstone of each family member. Some family jewellery can be engraved with each family member's name or just the family's surname for that added personal touch. All Family Jewellery products carry a theme surrounding families and love.

What is a Mothers Ring?

A Mother's Ring is a symbolic ring that represents a Mother's love for her child, children or entire family. It is customary to include the parents birthstones on a Mother's Ring, but having just the child's or children's birthstones is also common. Often, these items are further personalised with custom engravings of children's names or the family surname.

What is a Grandmothers Ring?

This special ring features the gemstones of the Grandparent's children and her children's child or children. Alternatively, it can feature just the grandchild or grandchildren's birthstones. Styles range from 5 to 12 gemstones.

What is a Daughter's Ring?

A Daughter's Ring typically has 3 gemstones, but not always, with a predominant or center birthstone representing the daughter's birth month. Two smaller birthstones represent the birth month of the Mother and Father.

What is a Promise Ring?

A couples ring is a cherished keepsake between sweethearts; these rings have 2 stones representing the birth months of the couple and often include personal engravings.

What is the difference in font styles?

We offer 4 different engraving font options: Classic- This is a timeless font, easy to read and see. This font is best when you want your engraving to be very legible. Modern- This is an effortless, more rounded font. The text style is soft and gentle while still being bold. Italic- This font is slightly slanted and thinner in width. It is sleek and classy in appearance. Cursive - This is a dainty and elegant script font that, because of how fine it appears, can be a little bit more difficult to read.


How do I care for my jewellery?

First and foremost, avoid chemicals as they can alter the metal in your jewellery. Remove your jewellery when doing any household cleaning or wear rubber gloves to prevent chemical contact with your piece. Also, avoid chlorinated pools or hot tubs while wearing your jewellery as these will speed up the tarnishing process. We also recommend you apply any perfumes, cosmetics, and hairspray before putting on your jewellery as the chemicals may dull the shine. Store your jewellery in a clean, dry place. Exercise care when wearing your piece as stones can chip if hit on hard surfaces. Avoid harsh chemicals, and clean your jewellery regularly.

How should I clean my jewellery?

We recommend you periodically clean your jewellery in a mixer or warm water and mild detergent to maintain its shine. Use a toothbrush or other soft brush to dislodge any pieces of dirt that may be stuck to the piece. Use a soft, lint-free cloth to polish your item and keep it lustrous.

How do I untangle my chain?

To safely untangle your chain without damage, you will need two fine-point needles and a dab of oil (baby oil, olive oil, vegetable oil, etc.) First, place the chain on a flat surface, as holding the chain up may tangle it further. Unclasp the chain and rub the knot with a little bit of oil. With the two needles, start loosening the knot from the centre out. Focus on the centre of the knot and expand it. Once the knot is expanded, follow each chain moving each as you go. Go slowly- patience is key! Once your chain is tangle-free, dip the oily part in a mixture of warm water and mild detergent. Dry thoroughly.


What is sterling silver?

Silver is a precious metal, like gold and platinum. Jewlr uses a premium anti-tarnish sterling silver for all silver products. Sterling silver jewellery is stamped with 925 to indicate the metal type.

My sterling silver ring is tarnishing. What should I do?

Sterling silver jewellery (as well as other items made of sterling silver) can tarnish when exposed to a certain environment which causes a chemical reaction on the surface of the mteal. Everyday products such as perfumes, colognes, dishwashing soap, hair care products, chlorine, can cause this reaction. Additionally, some people's body chemistry and skin oils can cause silver to tarnish. Please contact customer service for more information and tips to prevent or treat silver tarnish.

What is the difference between 9K & 14K gold?

The term "karat" designates the amount of gold found in a piece of jewellery. Jewellery is commonly made in 9K, 14K and 18K, as pure gold is mixed with other metals to produce a harder, more workable metal. Jewlr offers a selection of 9K, 14K and 18K white, yellow, and rose gold.

What is Cobalt?

Cobalt is a non-precious metal, typicaly found in mens rings. It has a look similar to white gold or platinum.

Are your items Hallmarked?

Our customers can rest assured that all of our products come with a guarantee of the precious metal content through the 700-year-old practice of third party independent hallmarking. The 1973 Hallmarking Act makes it unlawful to describe an item over a certain weight as gold, silver, platinum or palladium without an independently applied Hallmark. - All Silver articles weighing more than 7.78 grams must be hallmarked. - All Gold articles weighing more than 1 gram must be hallmarked. - All Platinum articles weighing more than 0.5 grams must be hallmarked. - All Palladium articles weighing more than 1 gram must be hallmarked. Articles below these exemption weights may be described as Gold, Silver, Palladium or Platinum without the need for a hallmark.


What choices of chain do you offer?

We offer sterling silver cable chain in 14", 16", 18" and 24". In 9k and 14k gold, we offer premium diamond cut cable and rope chains in 14", 16" and 18" lengths.

How big are the letters?

Letter size will vary depending on the style and font that you select. On average, the height of a capital letter is approximately 11 mm.

What is the difference between the rope and upgraded diamond cut cable chain?

The main difference between chains is the look and thickness. The rope chain consists of many small links crafted to give the effect of strands spiraled together. It is also a dainty thin style. The diamond cut cable chain consists of links that interlock with each other, with diamond cuts on the side. The rope chain is approximately 0.6mm thick, while the curb chain is slightly thicker at approximately 1mm.


Do your charms fit on a Pandora bracelet?

Yes, all our charms are designed to fit on all styles of charm bracelts.

What is the diameter of the inside of the charm?

All our charms have a centre diameter of 4.6mm. For all item specifications, you can click on the “Item Details” on the item page.


What package will arrive at my door?

All orders are placed inside a nondescript tamper-proof courier bag.

How is my order packaged?

Every order is packaged in our signature Jewlr packaging, designed to complement the elegance of your custom Jewlr item. The luxurious gift box is also made to protect your jewellery. Inside you will find a Certificate of Authenticity that details the personalised attributes of your item, an optional free gift message, a complimentary piece of costume jewellery and, of course, your special purchase. Each item is mounted in one of our stylish jewellery boxes, perfect for presentation and safekeeping.


What type of pearls do you use?

We use high quality freshwater pearls.

How do I care for my pearl?

It is very important you do not expose your pearl to any grooming products like hairspray, body lotion or perfume. Pearls can be washed using tepid water mixed with a little bit of dish soap to remove any body oils that may stick to the pearl. Let the pearl dry naturally on a soft, dry cloth. This procedure will help maintain the glow and luster of the pearl.


What type of chain comes with a pendant?

All of our pendants come with a corresponding chain, the style of which will depend on the metal you use choose for your item. When you customise the pendant, you will see the different chain options available for that pendant.

What is the difference between the rope and upgraded diamond cut cable chain?

The main difference between chains is the look and thickness. The rope chain consists of many small links crafted to give the effect of strands spiraled together. It is also a dainty thin style. The diamond cut cable chain consists of links that interlock with each other, with diamond cuts on the side. The rope chain is approximately 0.6mm thick, while the curb chain is slightly thicker at approximately 1mm.

What type of clasp is on the chain?

All of our chains come with a spring ring clasp.


What is your return policy?

We offer a 99-day return policy in the event you are not completely satisfied with your purchase. The item must be returned unworn and in its original condition, with the plastic jewellery tag still attached. Fill out our Return Request Form and a customer service representative will send you the return instructions. The return must be postmarked to us prior to 99 days after the original shipment date. Your item will be inspected, after which a full refund will be issued, minus delivery and gift wrap costs. Please allow 1-2 weeks after we receive the return for your refund to be processed.

Do you offer resizing?

Yes, we offer resizing,within 2 full ring sizes on most rings. This includes items that have been engraved, though there will be an additional charge for re-engraving a base engraving. You will be responsible for all related delivery costs. Due to the nature of tungsten, cobalt and ceramic, we are unable to offer resizing for these rings. To have a ring resized, please follow the link to our Request Resizing Form.


What countries do you currently ship to?

We currently ship directly to customers in the US, Canada, UK and Australia.


Do you offer free delivery?

We offer free delivery on all orders. View our delivery information page for more details.

How long will delivery take?

Every item is custom manufactured and dispatches in 2 to 5 business days from the order date. Estimated get it by dates are provided for each item on the item page.

What if I need my item sooner?

We offer an expedited delivery option to most locations in North America. Express delivery is 1 - 2 business days. These delivery times do not factor in the manufacturing time. Upon request, we can try to expedite the manufacturing of your order, though we do not guarantee that we will be able to fulfill your request. To make an expedited request, after placing your order, please email us at [email protected] with your order number and desired date of delivery. We also include a Jewellery Certificate with every item. Your official certificate can be downloaded, printed and presented to your loved one to let them know that their special gift has been ordered and will be delivered shortly.

Can I upgrade my delivery method after my order is processed?

Yes, as long as your item has not been shipped yet, we can upgrade your delivery method (if the option is available). Please contact a customer service representative to do so.

Who do you use to deliver?

All items are made in our North American factories. We ship with FedEx, Canada Post, UPS, USPS and Royal Mail depending on location and service.

What countries do you currently deliver to?

We currently deliver directly to customers in the US, Canada, UK, and Australia.

Do you deliver to APO's, FPO's and P.O Boxes?

Yes. Delivery times may vary. Please allow additional delivery time if delivery to APO, FPO or PO Box.

Once I order, how long does it take for me to get my item?

All of our items are custom made to order in North America. The estimated time for manufacturing for a particular item is listed on the item's product page. Many of our styles are made in 3-8 working days. You can estimate when you will receive your item by adding the manufacturing time to the delivery time from the date of your order.

Will I have to pay duty?

There will not be any additional charges for the items you purchase from our site. We take care of that for you. The price you see is the price you pay.


What quality of diamonds are offered with your jewellery?

The diamonds we use vary depending on the style and design of the item. In our One & Only engagement rings, you can select the 4 C's of your diamond. In our other lines of jewellery, the diamonds range from G-I in colour and SI1-I1 in clarity. All diamonds in our One & Only engagement rings collection are accompanied by a laboratory report from a leading gemological institue (GIA, IGI or GS). If you have specific questions regarding our diamonds, please call us to speak with one of our diamond experts and you can visit our Diamond Info page for more details.

Are the diamonds conflict free ?

Jewlr's diamonds are all conflict-free, and purchased from reputable global diamond suppliers.

What are lab grown diamonds?

Lab grown diamonds are man made diamonds that are physically, chemically and optically identical to mined diamonds. They are an excellent value with the same beauty as a mined diamond. Also known as lab-created diamonds, they are pure carbon diamonds grown in highly-controlled lab conditions. The growing process simulates the Earth’s natural growing process that occurs below the surface. Grown diamonds are visually identical to mined diamonds, even trained gemologists can not tell the difference.

How are lab diamonds made?

Lab diamonds are created by recreating the conditions in the earth. There are three key elements, heat, pressure and carbon. The process varies in duration depending on the size. The diamond is then cut and polished, similar to mined diamonds. Like mined diamonds, each lab diamond is unique and can be graded by leading Gemological institutes.

What is the difference between Is a cubic zirconia and lab grown diamond?

Diamonds are made entirely from carbon, whereas cubic zirconia (CZ) do not contain any carbon. Diamonds are much harder than simulants, and have superior visual properties, such as light performance and patterning. It is easy to tell the difference between a diamond and a simulant such as CZ or moissanite.


What are birthstones?

Birthstones are gemstones that are traditionally associated with the twelve months of the year and are available in both genuine and simulated. Certain birthstones such as diamonds, sapphires, emeralds and rubies are scarce and therefore more valuable.

What is the difference between simulated gemstones and genuine gemstones?

Simulated (sometimes called synthetic) gemstones are created in laboratories and emulate the characteristics and look of genuine gemstones, but do not have the same physical properties. For example, cubic zirconia is a diamond simulant composed of zirconium oxide. Simulated stones tend to be vivid in colour as impurities are not present in a lab, and therefore do not modify the clarity or hue of the stone.

Why should you include Genuine Gemstones in your Jewellery?

Genuine gemstones add exceptional worth and natural beauty to all jewellery. Genuine gemstones are rarer and much more valuable than simulated gemstones and this value stays with the jewellery item forever. All of Jewlr’s genuine gemstones are A-AA quality and purchased from industry-leading suppliers. We continually strive to obtain the highest quality stones and offer them to you at a competitive price.

Why aren't my birthstones offered for a particular item?

Due to limitations in supply we are not able to offer birthstones in all stone shapes and sizes. In addition, certain stones may not be available for every style of jewellery due limitations in handcrafting that piece of jewellery, with that specific stone.


SWAROVSKI ZIRCONIA stones are flawless simulated diamonds, with colour. The SWAROVSKI ZIRCONIA stones used in our jewellery are cut to the Swarovski Pure Brilliance standard, which offers the same brightness (brilliance) as the highest brilliance cut Tolkowsky Diamond. You can choose from 11 different colours to create a totally unique design.

Is SWAROVSKI ZIRCONIA the same as Swarovski Crystal?

No, SWAROVSKI ZIRCONIA is made from Zirconia, which shares properties similar to a diamond. Crystal is a different material and is not used.


How do I earn Jewls?

Once you have signed up for the VIP Rewards program you will receive a welcome bonus of 1,000 Jewls! You will earn Jewls for every pound spent when you make a Jewlr purchase.

Where can I use my Jewls?

You can redeem your Jewls for pounds toward purchases at Jewlr.

How many Jewls do I get per pound?

The number of Jewls you can earn per pound spent depends on which level of the VIP Rewards program you have achieved. At the first level, Sapphire, you will earn 10 Jewls for every £1 spent. At the next level, Ruby, you will earn 12 Jewls for every £1 spent. At the highest level, Diamond, you will earn 14 Jewls for every £1 spent.

What can I get with my Jewls?

Once you reach a minimum of 3,000 Jewls, you are able to redeem toward purchases at Jewlr.

What happens to Jewls earned if I return my order?

The Jewls you earned from the returned order will be removed from your account balance.

If I return a product that I bought with Jewls, do I get my Jewls back or do I get money back?

Your Jewls will be returned to your account, and any additional funds you used to purchase your order will be returned in the original form of payment.

How do I redeem my Jewls?

Once you reach a minimum of 3,000 Jewls, you will have the option to redeem in checkout and apply their value to your order.

How do I achieve Sapphire status?

Sapphire is the entry level for VIP Rewards and can be achieved simply by signing up. Sapphire level is for members with up to 4,999 Jewls.

How do I achieve Ruby status?

Ruby is the second level for VIP Rewards and can be achieved when you reach 5,000 Jewls.

How do I achieve Diamond status?

Diamond is the highest level for VIP Rewards and can be achieved when you reach 8,500 Jewls.

Are there any limitations to the amount of Jewls I can collect?

There is no limit to the number of Jewls you can earn.

Do my Jewls expire?

You have 365 days to redeem your Jewls. Jewls will expire after 365 days.

Can I lose my rewards status?

You must continue to earn Jewls in order to maintain your VIP Rewards level. If you do not earn any Jewls in a 12-month period, your level will automatically reset to Sapphire.

What happens to Jewls earned if I cancel my order?

The Jewls you received from the cancelled order will be removed from your account balance.

Can I collect Jewls on past purchases?

You can only start collecting Jewls from the time you sign up and create your VIP Rewards account.

Will I get Jewls for upgrading my delivery?

Yes you will!

If I pay for an upgrade on my item in the future will I get more Jewls?

Yes you will!

Do I get Jewls for the original price of the item or the sale price?

You will earn Jewls based on the final price you pay for an item.

How do I merge my accounts and balances?

Accounts cannot be merged.

Can I use my reward Jewls and my friend’s reward Jewls on the same order?

You will only be able to use your Jewls on your own orders within your own VIP Rewards account.

Why were my Jewls not increased after I purchased something?

Once your purchase has been completed, your rewards balance will be updated immediately.

Can I give my Jewls to someone else?

You will not be able to transfer your Jewls between accounts, however, if you would like to purchase a gift for someone else with your Jewls, you can do so.

Do I get Jewls for referring someone?

We are expanding our VIP Rewards program to include more features in the future.

Can I get my entire order free if I have enough Jewls?

Yes, you can pay for your entire order in Jewls as long as you meet the minimum spend and the minimum amount of Jewls.

Can I use my rewards on any other site

You can only use your rewards at Jewlr


Can I get it replaced if it’s lost or stolen?

If lost or stolen, Jewlr cannot offer a replacement or refund for gift cards.

Can I exchange my gift card for cash?

The Jewlr Gift Card will not be returnable or exchangeable for cash (except in states where required by law).

Can I use my coupon code to purchase an Gift Card?

Coupon codes and other discounts may not be used to purchase Jewlr Gift Cards.

Can I use my UK Jewlr Gift Card in the U.S. and vice versa?

Jewlr Gift Cards must be used in the currency they are given. A £GBP card must be used on the UK site.

Does my Jewlr Gift Card expire?

The Jewlr Gift Card does not expire.

What fees are charged to my Jewlr Gift Card?

No fees are charged to your Jewlr Gift Card.

How can I protect myself from fraud when purchasing a Jewlr Gift Card?

Jewlr Gift Cards can only be purchased only from jewlr.com. We do not authorize any websites or individuals to sell the Jewlr Gift Card on our behalf, and discourage you from purchasing gift cards from these unauthorized sources. Jewlr is not responsible for any issues you experience with Jewlr Gift Cards not purchased directly from our website.

What happens if I don't have enough money on my Jewlr Gift Card to pay for my purchases?

The balance of your Jewlr Gift Card can be put towards your purchase and the remainder can be paid by credit card or paypal.

Why is my balance different than I thought?

It's possible that you've forgotten a visit or purchase. You can check your card's remaining balance online at Jewlr.com or by calling 0-800-368-7402.

Can I redeem my card for cash?

The value remaining on a Jewlr Gift Card may not be redeemed for cash unless required by law.


How do I use my Jewlr Gift Card?

To use your Jewlr Gift Card, simply go to www.jewlr.co.uk and personalise the item you wish to purchase. Once you are finished personalizing the item, add it to Cart and then go to Check-out. Review your purchase. If everything is as you expect, enter your Gift Card # in the Gift Card field. Whatever balance remains on your Gift Card will be applied to your purchase. If there is a positive balance on the Gift Card you will be able to apply that to another purchase in the future. If there are insufficient funds on the Gift Card for the purchase, then the amount on the Gift Card will be applied to the purchase and you can submit the balance using any one of our other payment methods. Each time you use the Jewlr Gift Card, the amount of your purchase will be deducted from the balance remaining.

How can I check the balance on my Jewlr Gift Card?

The balance on your Jewlr Gift Card can be checked anytime online or by calling 0-800-368-7402. No purchase is necessary to check your balance.

Can I use multiple Gift Cards to make one purchase?

Yes, you can use multiple Gift Cards in one purchase. In the Order Summary of the Secure Checkout you will be able to enter each card one at a time until the cart is at a zero balance or until you have no more money on your Gift Card.

What happens if the recipient didn't receive their Gift Card in their inbox?

The recipient will receive the email based on the delivery option you selected and you will receive a confirmation email of your order. If the recipient has a filter on their email, please add jewlr.com to the recipients white list or have the recipient check their filtered email.