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Warranty & Repairs
from the bench
Lifetime Warranty
We are proud to provide a lifetime warranty on each and every one of our pieces, so you can rest assured that we will lovingly care for your Melanie Casey jewelry whenever it needs servicing. We stand by our work.
Jewelry often is the brunt of some wear and tear throughout the years, and these kinds of issues are covered by our warranty. We will repair your jewelry whenever it needs repairing for as long as you own it.
Also, you can send your jewelry to us at any time for a free thorough cleaning and inspection to ensure it is sparkling beautifully and in top shape. The price you'll pay at checkout is to cover shipping from our studio back home to you.
There are a few limitations to our warranty:
- Our warranty does not include the replacement of lost center/focal stones that are valued over $500. We recommend you obtain insurance for your piece for the unlikely event of a focal stone falling out or getting damaged.
- Many of our pieces feature one-of-a-kind stones. If these stones become damaged, we will do our best to replace it with a comparable stone, but color and type may vary, depending on what we have available.
- Our warranty does not cover opals or turquoise. They’re often irreplaceable, which means we can’t always replace them if these stones get damaged or lost. Opals are especially fragile. We recommend that you remove your opal jewelry before you bathe, exercise, cook, clean, or use any kind of household chemicals or beauty products. To clean opals, use a soft toothbrush, mild soap, and warm water. (Do not put them in an ultrasonic machine for cleaning.)
- Clients are responsible for shipping costs (to and from our studio) for cleanings, inspections, and repair work. Do you live outside of the U.S.? Please note: You are responsible for import fees and customs charges in addition to shipping costs. Please check with your customs office about any fees that may be associated with having us repair your piece.
- If you wear fine jewelry daily, a little wear and tear is normal. Our repair specialists will evaluate your piece. If you need repairs that go beyond what’s needed for normal wear and tear, we’ll let you know about the labor costs and material fees associated with your service.
- If your piece cannot be repaired due to a manufacturing defect, we will offer a replacement. If it cannot be replaced and is still under warranty, we will offer you a full refund if it’s determined that the issue is caused by a manufacturing defect.
- Please send your piece to us for repairs because we’re the most familiar with each design, and we’re specially trained to work with such delicate pieces. Please note: The warranty is void if you take your piece to another jeweler for resizing or repair work. We know our pieces best, and our warranty doesn’t cover fixes for other jewelers’ attempts to work on our pieces.
- If you are selling your Melanie Casey piece to someone else and it needs work first, you must submit the repair request yourself (since the piece is in your name in our system) and we must return the repaired piece to you. Due to liability reasons, we are unable to ship pieces directly to the new owner. Please be sure to share the original order number with the new owner of your piece, should they need warranty work in the future.
- If you are purchasing a second-hand Melanie Casey piece, you will need the original order number in order to request repair work in the future. We must have the original order number so we can look up previous labor notes for your piece, ensuring accurate and efficient work is done on your piece.
- If your piece is from our Curated Artists collection, it was not manufactured by our jewelers and is thus not eligible for our lifetime warranty. Each brand we carry has its own repair process and warranty; please reach out to our Customer Care team to inquire about next steps for getting your piece repaired by its manufacturer. We are happy to assist in this process, but we do not repair other brands' workmanship.
Repairs
If your jewelry ever needs to be repaired, please send it to us! We’re not only the most familiar with each design but we’re specially trained to work with the delicate pieces we create.
Please Note: The warranty is void if you take your piece to another jeweler for resizing or repair work (the only exception is to have our pieces plated locally in white gold if you prefer the stark white color of plated white gold over the warmer tones of natural white gold).
If your Melanie Casey piece needs a repair, please first fill out this form to pay for return shipping and ensure that it’s entered into our service schedule. Next, our repair specialists write up an intake form that notes the current condition of the piece and any repair work that’s required. We’ll always send you a copy of that intake form so we’re all on the same page. After that, we’ll immediately get started on any work that’s covered under the warranty (without bugging you for approval). That may include the following:
- Replacing or resetting stones
- Replacing the setting
- Prong work or replacement
- Replacing thinner areas of the band
- Resizing the ring
Please let us know before you send us your piece if:
1) you don’t want us to do any or part of the above warranty-related work
2) you’d prefer to review and approve the scope of the work before we get started
If work needs to be done that goes beyond what the warranty covers, we’ll always let you know. You’ll have the ability to opt out of those repairs.
Clients are responsible for shipping costs (to and from our studio) for cleanings, inspections, and repair work. If you live outside of the U.S. you are responsible for import fees and customs charges in addition to shipping costs. Please check with your customs office about any fees that may be associated with having us repair your piece.
NOTE: If your piece needs a new stone, we can’t guarantee the replacement of limited-edition or one-of-a-kind stones. In the rare case that the exact stone isn’t available, we’ll follow up with you and get your approval on an alternative that matches.
Appraisals
We highly recommend insuring your fine jewelry. We automatically provide free appraisals for any piece worth over $3,000 (USD) but you can request a free appraisal with any order at the point of purchase. After that, appraisal requests must be submitted within one year of the purchase date, or fees may apply.
Our appraised amount is valid for five years, regardless of current market conditions. We will re-evaluate your piece with new market considerations upon request every five years if your insurance requires a new appraisal.
Jewelry Insurance
For all the instances (loss, theft, damage to the focal stone) that are not covered by our industry-leading warranty, we recommend Jeweler’s Mutual to insure your pieces. You can get a quote here.