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Frequently Asked Questions and Shop Policies

Question: How Can I Contact You?

Business Hours Monday – Friday 8:30am-5pm

Email  support@jewelrybyjohan.com

Phone 651-321-9267

LiveChat on the website

Question: Is Your Storefront Open to the Public?

Absolutely. Come visit us at 553 Hayward Avenue North, Oakdale, MN 55128. Our public store is located on the west end of our production building and, it might not look as fancy as some other jewelry stores on the outside, BUT looks can be deceiving. Our store always boasts a great selection of in stock rings and accessories, free coffee to sip on while you shop and a couple of consultation rooms available if you’d like some private time with a designer.

Question: Do I Need to Make an Appointment for a Design Consultation?

No appointments are necessary, but we do recommend making an appointment in advance to guarantee one-on-one attention. Design consultations are a fun, relaxed way to learn about custom jewelry design, styles, and potential costs (it’s usually a lot more affordable than expected).  Plus, they cost you nothing AND put you under no obligation to buy anything.

Question: What is Your Current Production Lead-time for Custom Items?

Titanium – 3-4 weeks* (necessary shipping/transit time not included)

Precious Metal – 5 weeks* (necessary shipping/transit time not included)

After payment is received and an accurate ring size is confirmed, your ring will be scheduled for production the next business day.

*Turnaround time will be longer if:

1) You opt for our no-interest financing plan, JBJ Flex Pay (after your balance is paid in full, your ring will be scheduled for production).

2) You order a custom ring sizer (after you tell us your accurate ring size, your ring will be scheduled for production).

If your order is time-sensitive, we recommend calling to discuss desired delivery dates based on your purchase date. The estimated timeline is from the purchase date (SHIPPING TIME NOT INCLUDED). Custom orders that require CAD and/or casting services can take longer depending on materials and the complexity of the design.

Question: Do you ship international?

Absolutely. We ship to all ends of the globe.

Question: What if my Custom Ring Doesn’t Arrive in Time for my Wedding?

If you have ordered a custom ring that you know, based on our current production lead-time, won’t be completed in time for your wedding ceremony, or in the uncommon event your item does not arrive as originally scheduled, we offer stand-in rings to use on your special day.  These are fully refundable.

Question: What Information is Required as Part of the Design Process?

Please be sure to provide the following information during your purchase or within the first three (3) days of the design process to ensure delivery dates. Any changes to your ring order after the three (3) day deadline may result in a delay in production and delivery.

Ring Size

Here’s a helpful blog post about Ring Sizing that includes an international ring sizing conversion chart.

We highly recommend you order our refundable, custom ring sizers. They are the most accurate way to determine your size and fit. And, if you order a ring sizer, but still receive your final ring in the wrong size, we will remake it in the correct size for no cost to you!

Ring Width

A trick to help gauge width options: 1 US nickel = 2mm. The most common width for a men’s wedding band is 8mm.

Metal Choice

We can use nearly any type of metal to bring your vision to reality. A complete list of metal options.

Ring Profile

Profile options for rings with inlays: Round or Flat. A complete list of profile options

Finish

We offer a variety of finish options, including polished, matte and sand-blasted. A complete list of finish options.

Inlay Material Choice

When/if we email you images of material color options to choose from (e.g. dino bone), we need confirmation of your choice within 24 hours of your receiving it.

Add-ons Desired

We offer free text engraving (up to 25 characters), expedited shipping, shipping insurance, upgraded ring boxes and more.

Question: Do You Offer Rush Orders on Custom Creations?

We do not offer rush orders at this time. All custom orders are inserted into our production queue after being paid in full.

We do offer both expedited US and International shipping options for an additional fee.

Question: How Can I Clean and Care for My Custom Ring?

Visit our Education Center for material-specific cleaning and care guidelines for your Wood, Dino, Meteorite, Antler, Interchangeable, Mokume, Memorial, Engraving, Metals, Gems and Stones.

Question: What Are Your Payment Options?

We accept USD in the following forms:

Cash (in-store)

PayPal

All major credit cards

Most Foreign Currency (exchange rates apply)

Money Order

Cashier’s Check

JBJ Flex Pay – 0% Interest Payment Plan

JBJ Flex Pay allows you to pay what you want, when you want. Once the ring has been paid in full, it will be scheduled for production that day. And be delivered in accordance with our current turnaround time. See “expected turn around time” at the top of this page.

Due to the change in the prices of certain materials, our listing prices will fluctuate over different times. When setting up a payment plan, please keep this in mind. You will be notified of any changes in the market pricing of materials.

Note: If you opt for JBJ Flex Pay, we will schedule and start designing your ring after full payment of the order is received. Call 651-321-9267 or E-mail to set up your JBJ Flex Pay plan.

Question: What Type of Shipping Options Are Available?

We will ship to anywhere on the globe.

USPS Priority (FREE) – Continental US. Arrives in 2-3 business days.

USPS Priority ($24) – To Canada. Arrives in 3-5 business days, excluding time in customs.

USPS Priority (calculated based on location) – Rest of the World. Arrives in 6-10 business days, excluding time in customs.

FedEx (calculated based on location) – Required for all International orders over $400.

Shipping Insurance and/or Signature on Delivery can be added at the time of checkout. If your purchase has already been processed, call 651-321-9267 or E-mail and we can assist with adding those services.

Note: International Buyers are responsible for international duties.

Shipping internationally will go smoothly most of the time. Every so often, a package can get stuck in customs. Jewelry By Johan is not responsible for customs-related delays in delivery. We will do everything in our power to help expedite any issues.

Question: What Happens if my Package Gets Stolen or Lost?

We are not responsible for your item after it leaves the premises of Jewelry by Johan. We strongly recommend you purchase shipping insurance to cover your items from loss, damage or theft. Items in transit must be covered by insurance. Purchased and paid for by you before your rings are shipped. Questions?  Call us 651-340-4565 or E-mail us.

All extra charges have to be paid before any item is shipped.

Question: Do You Offer a Discount to Members of the Military?

Yes. We offer a 7% discount off total purchase to military personnel. The discount does not apply to shipping. Please provide one of the following three acceptable forms of proof:

Written statement of verification of military service from a member’s chain of command (no form letter provided; just a signed letter confirming member’s current military status.)

Proof of Service letter – found in vMPF under Self-Service actions/Personal Data – confirms service dates

Statement of service of local personnel office – signed letter confirming military status

Question: What Are Your Return and Cancellation Policies?

Jewelry by Johan personally guarantees all of our rings to be free from defects and to be the ring you ordered or we will replace it for you.

Returns: Our rings are designed and made one at a time, based on specifications provided by you. If for any reason you decide to return your purchase, you must do so within 10 days of receipt. Jewelry by Johan will apply an in store credit to your account and has the right to use that credit at our discretion for your ring. That credit will be used to repair or replace and ship said ring to satisfy our guarantee to you the customer. The Guarantee is effective for one (1) year from the date you receive your ring, this date remains the effective date of the guarantee.

Return Policy: Returns will be accepted for IN-STORE-CREDIT as long as the returned merchandise is in normal condition based on how long you have had the ring. We are not responsible for acts of god, miss use, or abuse while your ring is not in our possession.

If You Order the Incorrect Size: Our rings are made-to-order and, because of their unique inlays, cannot be simply resized. When we make your ring, we create it according to the information you provide. If for any reason the information you provide is incorrect, don’t worry. Jewelry by Johan, out of loyalty, will split the cost of replacing a miss-sized ring if you return the ring to Jewelry by Johan within 10 days. Upon receipt, we will issue you a 50% in store credit based on the original purchase price of the ring when purchased. You, the customer, will be responsible for the remaining 50% of the cost of making you a new different sized ring.

If you order a custom ring sizer as part of your original purchase, but the ring you receive is incorrectly sized, you can return it and we will remake it in the correct size for no cost to you!

Engraved Rings: If there are any defects in your engraving that we are responsible for, it qualifies for our return policy.

Canceling the Sale: If for any reason you wish to cancel your purchase, you will get a full refund as long as it is within the first 3 days after the purchase. We reserve the right to cancel any sale if we feel that the buyer is unreasonable, 50% will be refunded if the ring has already been made and is still in our possession.

Question: Do You Offer an Extended Warranty?

We offer lifetime meteorite ring protection, which means that you get to wear your meteorite ring care-free. Send us your meteorite ring for free cleaning and re-etching, a $75 value. You only pay for shipping and we’ll do our best to make your jewelry look as good as new. Similarly, all of our antler and wood rings are sealed with a proprietary product we call Ring Armor to help protect and greatly increase the water-resistance of your inlay. If, anytime after your purchase, you find a chink in your Ring Armor, we’ll redo it for free, a $35 value.

Adding your items to your home-owners insurance policy is a low-cost way to cover yourself in the event of loss, damage, theft etc. Coverage costs will vary dependent on your item value and geography, but for most people, insuring your jewelry will cost 1-2% of its value  (e.g. a $5,000 ring will cost you an additional $50-$100 annually). Or, Jeweler’s Mutual offers affordable insurance coverage.

Question: What Is Your Pricing Policy for Precious Metals?

Quotes given personally are based on real-time (the day of the quote) market price for each metal and material. Prices quoted or any discount offered, by any means, are only valid for 24 hours after receipt.

In regard to prices on the website, because of the constant fluctuation of metals on the stock market, it is impossible for us to change all of the product listing prices every time the market changes. Please note that the price may be adjusted after you have placed your order, based on your ring size and the width of your custom ring. If you would like to know your exact cost, please contact us before completing your online transaction.

Copyright

All contents, custom designs, and jewelry are protected by U.S. and international copyright, © 2017 Jewelry by Johan. All rights reserved. Jewelry by Johan owns all designed content for customers and reserves the right to use this content for the benefit of the company.

Privacy Policy

At Jewelry By Johan we are committed to protecting your privacy.

We use the information we collect to process your order and provide you with a more personalized shopping experience.

Jewelry By Johan utilizes industry standard Secure Sockets Layer (SSL) technology to encrypt sensitive information such as your name, address and payment card details. We do not store or distribute any credit card information.

Your information will not be given to any outside organization for its use in marketing.

Jewelry by Johan may send (via email or USPS) customers special offers or promotions periodically.

Security Statement

When shopping at Jewelry by Johan, you can be confident that transactions are secure and no information will be distributed or shared. All transactions are processed using industry standard SSL (secure sockets layer) technology to ensure that shopping is safe. Our secure server ensures that your details are securely encrypted and securely transmitted to us over the internet.

If you are still concerned about the security of issuing your card details online, call us 651-321-9267 and we will process your transaction by phone for no additional charge.

Handmade Jewelry Disclaimer

All of our items are made by hand. Keep in mind that this means that items may be slightly different than the specifications provided in the description.