Frequently asked questions

Frequently Asked Questions

Our FAQ section contains answers to some of the most common questions we receive. If you are unable to find an answer to your question here, please contact our Customer Care Department for additional assistance.

Return and Refunds

What is the Andrew’s Express Jewelers return and refund policy?

If for any reason you are not satisfied with your purchase made through the website, andrewsexpressjewelers.com, you may return it within 14 days to Andrew’s Express Jewelers in the Northridge Fashion Center.

Purchases made in the store may be exchanged only, within 30 days of purchase, if the jewelry is in original condition (unaltered.)

We do not offer refunds or returns on merchandise purchased in the store.

Watches purchased in the store may be exchanged within 30 days of purchase if the watch is in original condition (unworn and unaltered), and accompanied by the original packaging, instructions, and warranty documents. 

Custom designed merchandise and engraved items cannot be returned or exchanged. 

Guarantees and Service Plans

 

Do you offer any guarantees on your merchandise?

All items come with a one-year manufacturer’s guarantee against defects.

In addition, you may purchase a Jewelry and Watch Care Plan by contacting the Customer Care Department at Andrew’s Express Jewelers. 

 

Care Plans offered include one, two, three, five year plans as well as lifetime coverage.  The Care Plans are available for jewelry and watches and are offered by Montage Jewelry Care program through Andrew’s Express Jewelers.  Montage is an industry-leading care plan helping people protect their most treasured possessions for more than 40 years.

Coverage through the Jewelry Care Plan includes:

 

One ring re-sizing

Rhodium replating

Earring back replacement

Clasp and chain repair

Prong retipping

Soldering

Pearl restringing

Accent stone from defective mounting

 

Coverage through the Watch Care Plan includes:

 

Movement

Crystal

Crown

Stem

Water damage

One strap replacement per year

One-time refurbishment for case, bracelet or clasp.

If you are near Andrew’s Express Jewelers in Northridge, California, you may take your merchandise to Andrew’s Express Jewelers in the Northridge Fashion Center to initiate a claim.  If you are not in Southern California, you may contact Montage at montagejewelrycare.com to initiate a service under this plan.

Contact Information

I would like to write a letter to your corporate offices. What address can I use?

The address for our corporate headquarters is:

Starleaf Management
9301 Tampa Avenue, No. 5539
Northridge, California 91324

Online Order

Do you ship orders outside the United States?

No, we are only able to ship orders to street addresses in the 50 United States.

How will I know when my order is ready for pick up if I choose to send it to the store?

You will receive an email (and text message if selected at checkout) advising you when your order is shipped and another email when your order is ready for pick up.

When will my credit card be charged for my purchase?

Your credit card will be charged for your purchase the day the merchandise is shipped.

Will I have to pay shipping charges if I request in-store pick up?

No, there are no shipping charges applied to orders shipped to the store.

Can I have someone other than me pick up my order?

No, for security reasons, the person who ordered the merchandise must be the one to pick up the order.

What do I need to bring with me to the store to pick up my order?

You must bring a valid photo ID (such as a driver's license). You will be required to sign for your merchandise when you arrive to pick it up.

Do I have the ability to cancel my andrewsexpressjewelers.com order?

Orders may not be canceled once placed.  Please contact customer service if you wish to cancel your order.  Return policy will apply. 

Ring Sizing and Engraving

Do all rings come in the same size or are there different sizes available?

When you purchase a ring on andrewsexpressjewelers.com, you will be shown the size (or sizes) in which the ring is available. If you select a size other than the standard ring size shown, service may be required to adjust it. Ring sizing service will take up to three additional business days. Certain metals such as tungsten and titanium cannot be sized.  If you do not see your ring size listed for a ring you like, please contact Customer Service at

 

 

[email protected].

 

Do you offer engraving?

Andrew’s Express Jewelers offers engraving on select merchandise. It can take up to ten days for this service. For a price quote on specific engraving requests, please contact customer service at

 

 

[email protected].

 

Custom Design

Do you offer services to create custom jewelry that is "one of a kind"?

If you are interested in creating a custom piece of jewelry, please visit Andrew’s Express Jewelers in the Northridge Fashion Center. 

Trade-In Policy

Do you have a trade-in policy?

You may trade in your jewelry item for another diamond/diamond jewelry item that is at least double the trade-in value. The trade-in value is based on the original purchase price, excluding charges such as tax and shipping.

General Merchandise Information

Why do you measure jewelry in millimeters?

The millimeter is our standard unit of measurement for jewelry dimensions. By using millimeters, we can provide you with the most accurate height, width and length for your jewelry. To give you a better idea of your jewelry's dimensions, 25MM is approximately 1 inch. See below for other approximate conversions.
3MM is approximately 1/8 inch
6MM is approximately 1/4 inch
13MM is approximately 1/2 inch
19MM is approximately 3/4 inch
25MM is approximately 1 inch
50MM is approximately 2 inches
75MM is approximately 3 inches

What determines the price of a diamond?

A diamond's value is determined by its carat weight, color, cut and clarity.

What determines the price of a setting fee?

A setting fee is assessed based on the size of the diamond and the metal type used to secure the diamond in the mounting.

What is the difference between white gold and platinum?

White gold is pure gold that is mixed with alloys to give it a white color. Platinum is pure metal that is naturally white and much more durable and stronger than white gold.

What colored gemstones are considered precious?

Rubies, sapphires and emeralds are precious gemstones. All other gemstones are referred to as semi-precious.

What is the difference between natural and lab-created stones?

Lab-created stones are formed in a controlled environment whereas natural gemstones are formed by mother nature's natural processes. Both share the same physical, chemical and visual properties. The lab produced stone is usually free from major defects and can be structurally stronger than its natural counterpart while also achieving optimum color.

 

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