FAQ
FRIENDLY REMINDER
We value all our shoppers all over the world. We do not condone racist remarks, libelous comments, false reviews, or any kind of threats for both our staff and our brand. All issues can be resolved with our 100% commitment to customer satisfaction. If you encounter any issues with your order or delays in shipment, we will be here to help.
Chargeback and Friendly Frauds
If you encounter any issues or have questions with your order, please reach out to our team ASAP. Note that most of our products are handcrafted between 3 to 20 business days, depending on the intricacy of the design or your custom request.
Please DO NOT FILE CHARGEBACK OR DISPUTE because you are not willing to wait or didn't read our production time, email our team instead. Our legal team monitors all chargebacks and friendly frauds closely and we would rather resolve any issues with you than open a case. If you need a free ring for your wedding, you can contact our team for more info on how to receive one.
We have a FREE RING FOR YOUR WEDDING program for our US military servicemen and women and for those who cannot afford to buy one.
Craftmanship
Most of our jewelry is made-to-order. Each piece is handcrafted with love and created to last a lifetime. Each piece is personalized with a CAD drawing, unique wax, mould, one-of-a-kind stone, and more.
ORDERS
How to order your custom-made jewelry?
Add to cart then leave your custom request (ring size, stone color, metal color, font#, name, engraving, etc.) in the instruction box. For assistance or full custom-made jewelry requests, please contact our team.
Why my order status hasn't been updated?
Production can take 3 to 20 business days depending on your request and the intricacy of the design (usually done sooner). We will ONLY fulfill or change the status of your order once it's ready to ship. All orders under "Jewelry Ready to Ship" will ship within 24hours.
My tracking# has not been updated. What can be done?
Once the package leaves our facility, it could take a few days for the carrier to update their system. Sometimes it takes within 48 hours or up to 12 days depending on restrictions within your shipping zone.
My ring size is not listed. Can you make it?
Yes, all of our jewelry can be customized as per your size and desired variation. If your ring size is not listed, you can fill the instruction box with your ring size before you checkout. All sizes from 3-15 US (including half sizes) are available for customization, free of charge for all our silver rings and a slight price difference for all our solid gold. Please contact our team.
Do you offer a 14-day Guarantee on all your products?
Most of our products are backed by a 14-day guarantee. This guarantee allows you to return or exchange your returnable item within 14 days from delivery date. The item must be returned to us brand new and unused in order to qualify. All custom-made-to order jewelry, VIP orders and clearance items are not covered by this guarantee. These products can only be returned if you purchase a Seel Return Assurance. Please contact our team if you have any questions.
Free Lifetime Diamond Service
When you purchase an engagement ring with us, you become a valued member of our family. We pride ourselves in providing continuous premium service, including care and repair, complimentary ring polishing, and a full lifetime diamond service.
- Silver/Gold polishing
- Professional cleaning
- Lifetime Diamond Service
- Plating maintenance (first 3 months)
Please contact our team on how to ship your item back. Note that we don't cover shipping fee for this service so you will have to pay for shipping back and forth.
Do you offer warranty?
Yes, each purchase is covered by up to one year warranty.
Will my finger turn green?
No. Our fine jewelry are made from either solid gold or top-quality 925 sterling silver dipped 5x in real gold. We also have silver with 70% purity and 30% platinum. They will not turn your finger green. Although silver reacts differently on every wearer based on the pH level of the skin, we are confident with the quality of the materials we use. We only use the best. See preventative care here.
Can I cancel an order?
Yes. All orders can be canceled within 24 hrs unless production has started. Any modifications and additional requests must be emailed to us ASAP. Once production has started, cancellation can no longer be made. Otherwise, a cancellation fee of up to 25% may apply to cover part of the production costs.
Are your stones real diamonds and will pass the diamond test?
All our Natural Diamonds and lab-grown diamonds, moissanite, and EVN diamonds will pass the diamond test. For budget-friendly sparkles, you can select Created Diamonds. These lab-grown diamond imitators are the BEST alternatives to natural diamonds without costing you a fortune. Although they won't pass the diamond test, they look and sparkle like diamonds. Check our stone authenticity for the stone properties.
Diamond Certificate
All our Natural Diamonds with 0.4 carat and up will come with GIA certificate and GRA certificate for all our Moissanite with .50 carat and up. For coffin-cut and other special-cut diamonds, certificate is only available upon request.
Jewelry Upgrade
All our jewelry can be upgraded for higher value from metal type, metal plating, stone color, stone carat, and stone type.
- Metal type such as 9k-18k white/yellow/rose gold.
- Metal plating such as platinum, yellow gold, rhodium, and rose gold.
- Stone types such as Natural Diamonds, Moissanite, EVN Diamonds, Alexandrite, and Salt & Pepper
- Stone carats are only available from 1-10 carats.
- Stone color, FREE for any color but contact us first.
- Engraving is FREE.
What if I purchased the wrong item/size?
No biggie. All returnable items can be returned within 14 days as long as it is unopened and unused. Items like custom made/made to order jewelry and personalized jewelry cannot be returned nor exchanged. If error was made by us, we will issue a return label. Otherwise, you will have to ship it back at your own expense.
Can I change or add to my order once I’ve placed it?
Yes, we can modify your order as long as it hasn't left our facility. All custom-made orders CANNOT be changed or modified once production has started. Please contact customer support immediately to check the status of your order.
Can I return my custom-made/made-to-order jewelry and other personalized jewelry?
No, all sales are final for these items. If the error was made by us, we will send you the correct order or issue a refund. You keep the item unless inspection is needed.
How long does the plating on my jewelry last?
Plated jewelry wears differently on different people due to the natural oils in our skin and also how well it's looked after. Plating longevity is very dependent on the individual and the environmental conditions it is exposed to, water, soaps, natural skin oils, chemicals, etc. We have seen plating last anywhere from days to months to even years. Most of our 925-silver jewelry is rhodium-plated, or gold-plated, this is a standard process across the industry. Rhodium plating is what maintains the luster and sheen of the metal, it also protects the metal underneath. Plating is a temporary finish only. Therefore, faded plating is not considered a quality issue. Professional cleaning and re-rhodium are recommended every 6-12 months, this can be done by any professional jeweler or by us free of charge. All our silver jewelry with gold plating is dipped 5x in solid gold that can last a long time. Make sure you read our care instructions to avoid fading or changing color. You can also check our gold jewelry collection as these issues are very unlikely to happen.
Is the black plating on my jewelry permanent?
Black rhodium over silver or gold is dark grey to black in color depending on the base metal selected. Black rhodium plating is a very intricate process and varies each time. The materials and process we use are one of the best across the industry. Plating longevity is very dependent on the individual and the environmental conditions it is exposed to, water, soaps, natural skin oils, chemicals, etc. Black rhodium is a temporary finish only, we have seen plating last anywhere from days, months to even years. This depends on how well it's looked after and also the natural oils in our skin. Black rhodium can be left to expose the silver/gold underneath or can be redone at any time. Replating is free for up to 3 months.
Can I return my jewelry for a refund if the plating has faded?
No. Unfortunately, this does not qualify for a refund. Plating such as rose gold, yellow gold, rhodium, or black plating is expected to fade but with proper care, it should last for a long time. We recommend extra care for any jewelry, fine or fashion. Although they won't qualify for a refund, we will do our best to solve the issue, either reship a new one or offer a professional service for free. All depends on the condition of the item.
Why are you charging a restocking fee?
While we previously offered free returns and exchanges, we found it challenging to sustain due to a significant number of customers who unfortunately took advantage of the policy. We discovered that some shoppers purchased our products for specific events, vacations, or photoshoots, only to return them afterward, often used and soiled. This not only impacted our bottom line but also wasted the valuable time and effort invested by our dedicated team in crafting each piece. The restocking fee will cover some of the cost.
Do you offer engraving?
Yes, we will do it for FREE.
Jewelry Care Instruction
Pure silver is usually a soft and more bendable metal compared to solid gold. All of our silver rings are made from either 70% pure silver and 30% platinum or 92.5% pure silver and 7.5% high-quality metal. They won’t bend easily with proper care. Note that all silver reacts differently compared to other metals when in contact with household chemicals and even from excessive sweating. Learn more about how to care for your jewelry here.
Where are you located?
Our Design Studio is located in downtown New York. Our Returns&Inspection has recently moved to New Jersey.
NATURAL STONES FAQ
Are these genuine natural stones?
Yes, they are natural stones, unless specified in the description that it isn't. If unsure, please contact our team asap.
item?
Any damaged items need to be reported within the 14-day return window to support@evaninaomijewelry.com Damages reported outside of 14 days may not qualify for a replacement or refund. A short video or photos of the damaged items need to be provided as proof. Otherwise, we cannot approve your return requests.
How to send gifts?
Awesome idea! Just add a note when checking out and we’ll write the message for you. Make sure to include who it’s ‘From” and enter their correct address.
This is a surprise gift. Is your packaging discreet?
Sweetness! All of our jewelry orders will ship in either plain brown boxes or green buble mailers. No one can know what is in your parcel by looking at the shipping box.
RISKS AND CHALLENGES
Depending on how the pandemic continues to unfold, there may be delays in production. Due to variations in monitor displays and digital renders, final colors of the jewelry and stones may vary slightly.
