FAQs
1. What if I need extra help with my purchase, or have a custom design request?
We love to make dreams real. Whether you’re interested in creating a custom piece, or you’re just looking for a friendly voice to walk you through our available collections, our concierge and customer care team are happy to answer all your questions. The best way to reach out to us is via email at Kayla@kaylajadejewelry.com.
2. Can I buy loose diamonds from Kayla Jade Jewelry?
Absolutely! Please reach out to kayla@kaylajadejewelry.com to speak with one of our expert gemologists, who would be happy to help you find the perfect diamond.
3. Do you offer financing and payment plans?
We don’t offer any financing plans directly, but we do partner with Affirm as a flexible financing source. If you would like to purchase using Affirm please reach out to us via kayla@kaylajadejewerly.com.
4. I like a piece on your site but would like it changed slightly
We are able to customize any of the pieces available on our website, or start from scratch. Please reach out to kayla@kaylajadejewerly.com for assistance.
5. Do you offer appraisals?
Upon request we can provide an appraisal for your piece. Please reach out to kayla@kaylajadejewerly.com for assistance.
6. Can I buy from you if I live outside of the United States?
Absolutely. To ensure the process is as seamless as possible we prefer for you to reach out to our team via kayla@kaylajadejewerly.com to coordinate. Taxes, shipping and duties will vary widely depending on location.
7. Can I see your diamonds or jewelry in person?
We're happy to arrange an in-person viewing. Please reach out to kayla@kaylajadejewerly.com to coordinate.
8. Can I expedite my order if I need it faster?
All of our jewelry is custom made to order and takes ~4-6 weeks to create - We may be able to offer expedites on some orders for a fee. Please reach out to kayla@kaylajadejewerly.com with any questions.
9. What is your shipping policy?
All jewelry is shipped overnight or 2-day, signature required via FedEx and is fully insured. Our team will reach out prior to shipping to ensure someone will be home to sign for the package.
10. How long will it take for my order to ship?
In-stock items will ship within two business days.
Made to order items will ship within 4-6 weeks
Custom items are evaluated individually and the project timeline can vary significantly depending on the complexity of the piece an required design work. Please reach out to Kayla@kaylajadejewelry.com for more information.
11. Can I change the shipping address after I’ve already placed my order?
We may be able to adjust the shipping address after you have placed your order, however as you can imagine, it all depends on how soon your order was set to ship or if it is already in transit. Please contact us via email at kayla@kaylajadejewelry.com. Please note that there may be tax and shipping cost implications for a change of delivery address.
12. Will my jewelry arrive in a discreet box?
Absolutely. Whether you're surprising someone special or concerned about package theft, we've thought of every detail. All of our jewelry will be delivered to you in a non-descript shipping box.
13. Do you offer returns and exchanges?
Kayla Jade jewelry pieces are considered ‘final sale’ and are not eligible for return unless they are deemed defective. Please read through our Warranty & Returns Policy for more information.
14. What is your warranty policy?
All KJJ pieces come with a 12-month warranty for manufacturing defects. Please read through our Warranty & Returns Policy for more information.
15. Do you offer repair services?
We would be happy to repair your Kayla Jade jewelry if it has been damaged. Please note that our warranty policy only covers manufacturing defects. To initiate a repair, please email kayla@kaylajadejewelry.com so we may provide you with our repair form and the address to send in the piece. Once we receive the item and make an assessment, our customer care team will send you a free estimate for the cost of the repair.
16. Do you offer ring resizing?
We offer complimentary ring resizing for some purchases that were delivered within 30 days of the request. However, because our jewelry has such intricate designs, certain items cannot be resized.
We know that it can be tricky to find the correct ring size and as such we are happy to chat with you personally to ensure your measurements can be as accurate as possible prior to purchasing your KJJ ring. Just email us at kayla@kaylajadejewelry.com.
Any requests made after 30 days will incur an additional fee for resizing. Any requests made for ring sizing beyond one half size up or down will incur an additional fee for resizing.
17. Do you offer insurance?
While we don’t offer insurance ourselves, we have arranged for Jewelers Mutual Group to offer coverage.
18. What’s the best way to care for my KJJ jewelry?
Kayla Jade Jewelry Pieces are meant to be loved for a lifetime (and beyond), and properly caring for your pieces will allow them to look and feel as great in the future as they do today. Here are our top tips on how best to care for and clean your jewelry:
soak your jewelry in a bowl of warm water & dish soap for 10 minutes, scrub all hard-to-reach places with an unused toothbrush (especially the underside of the diamonds), rinse & pat to dry.
don’t wear your jewelry during any manual labor including: cooking, cleaning, working out, lifting any heavy items, swimming in chlorine or the ocean, applying make-up lotions & perfumes, showering, sleeping. When in doubt, take it off.
19. Do you offer engraving?
Please reach out to us via kayla@kaylajadejewelry.com with engraving requests and we will accommodate if possible. Please note that we cannot return or exchange any Aether jewelry that you have had engraved or modified in any way.