FAQs
Orders
What forms of payment can I use?
Bank Wire, Cash, Check, Credit Card, Venmo, and Zelle.
Is there a credit card fee for all custom orders or just engagement rings?
Only for engagement rings.
How can I avoid a credit card fee for engagement rings?
You can use Zelle, Bank Wire, Check, or Cash.
Do you charge tax if I live out of state?
Currently, we do for these states: FL, GA, IL, LA, MD, NJ, NC, OH, SC, TN, TX, VA. Please note that these could change at any time due to tax laws.
What constitutes free shipping?
Online orders over $500.00
shipping for online orders
How soon will my order ship?
In Stock orders that are placed before 2:00 PM on business days will be shipped out that same day. If after 2:00 PM or on non-business days, they will be shipped out the following business day. During sales, please allow 72 hours for us to process your order and ship it out.
Can I make changes to my order once it is placed?
Once an order has been placed online, we offer a 2 hour window during business hours to change or cancel your order. Please call 713-497-5702 with your order number and request. For exchanges, we cannot guarantee the items or sizes will be in stock. Should a request be sent after the 2 hour window, changing or canceling your order will be dependent upon inventory and if the package has shipped. If the package has shipped, then unfortunately, we cannot make any changes or cancellations to your order. Once the package is received, you can return the order if the product is not on final sale.
Is shipping insured and do I need to sign for delivery?
LLJ insures your package when shipping to you. All jewelry shipments require a signature. We do not ship to PO Boxes. The customer is responsible for any and all shipping charges on any undeliverable packages.
What happens if my package gets lost?
If a package becomes lost or damaged while in transit, please contact us and we will begin the process of filing a claim with the proper carrier.
Replacements will be issued once we receive reimbursement from the carrier. This process could take up to 8 weeks to receive reimbursement.
Carriers occasionally mark packages as “Delivered” before they have been dropped off. Please allow for 48 hours after receiving the notification of your package being delivered to ensure your package's location. If you still have not received it after this time, please contact us.
What happens if I provided the wrong address?
LLJ is not liable if the package was delivered to the address given to us at time of purchase.
If the item is still in transit, going to the wrong address, please contact us and we will do our best to recall the package.
Can LLJ hold a shipment until a certain date?
LLJ is not able to hold shipments. Once your item is ready to ship we will ship immediately. If a package is returned to the sender due to an address error or by the request of the recipient, we will charge a shipping fee of $20.00 and resend immediately.
What happens if I decide to pick up in store rather than ship?
If you have received a shipping notification, along with a tracking number, we will do our best to hold back the package from going out in the mail. There will be a $5 fee for this change after the label has been created to cover shipping and material fees.
Returns/Exchanges/Refunds for online orders
What is your return and exchange policy?
Our policy allows for items to be returned for a full refund (less shipping/and or gift wrap if applicable) within 7 days of receiving the item.
Exchanges or store credit will be issued for any items returned within 21 days of receiving the item. If 21 days have elapsed since your purchase, we are not able to offer a refund or exchange/store credit.
*NOTE: Should you exchange a product and it is not in stock, please note it could take up to 12 weeks for delivery. We will advise you as to the delivery dates once we process the return/exchange.
In-store pickup notification: If your item has not been picked up after 21 days, you lose the right to exchange or return the item(s). If your item has not been picked up after 120 days, LLJ reserves the right to restock your item and you will NOT be eligible for a refund or exchange/store credit.
If you have selected in-store pickup, the timeline starts the day you are notified that your item(s) are ready for pick up via email. LLJ is not liable if you have provided an incorrect email address or if the notification goes to your spam inbox.
Store credit expires after 1 year.
To complete your return, please visit our return portal.
If your return is accepted, you then have 5 days to send back the return.
What qualifies my piece for a return?
To be eligible for a return, your item must be unused/unworn and returned in the same condition and inside the original packaging in which it was received.
Lindsey Leigh Jewelry has the right to refuse returns or exchanges if we feel that the policy is being misused or taken advantage of. You will be notified if this is the case.
How do I ship back my return?
To complete your return, please visit our return portal.
If your return is accepted, you then have 5 days to send back the return.
If you're shipping a necklace or chain bracelet, clasp the item and leave the clasp hanging out of the bag before sealing it. This keeps the item from tangling or getting damaged during transit.
If an item arrives back to us tangled, damaged, or without its original packaging, you may be subject to a repair or materials fee, which will be deducted from your refund.
A flat fee of $15 will be taken for the return label that will be automatically sent once the return is accepted.
What if I want a full refund?
Once your return is received within 7 days of your purchase, and inspected, we will send you an email to notify you of your refund being processed. A credit will automatically be applied to your credit card or original method of payment, within 14 business days.
If you haven’t received a refund yet, first check your bank account again and contact your credit card company, if necessary. It may take a few days before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not yet received your refund, please contact us.
How do exchanges work?
Store credit will be issued for any items returned within 21 days of receiving the item.
Store credit Expires after 1 year.
If you are exchanging for an item of lesser value, you will receive store credit for the difference that does not expire.
If you are exchanging for an item of greater value, you will receive an invoice for the difference via email. Once that invoice is paid, your item will be ordered if it is a pre-order item or shipped if it is in stock. We are unable to charge the original form of payment and in order to securely process your payment, you must pay through the secure online invoice.
Are there any pieces that are non-returnable?
Please note that gift cards, custom pieces, custom sizes, rose gold and in some cases white gold items are non-returnable.
Please reference the item description to know what metal colors and/or items are non-returnable.
What is your holiday exchange policy?
Holiday Exchange Policy: For items purchased during our Black Friday Sale in November through the month of December, we will honor exchanges/store credits submitted through our portal or requested by email by December 29th. If you have not submitted an exchange request or contacted us via email about your exchange by December 29th, we are not able to offer exchange/store credit. This does not apply to items purchased during our Early Black Friday Sale in October. Normal exclusions apply such as items that are final sale, which is listed in the product description.
IF YOU HAVE RECEIVED A GIFT WITH PURCHASE AND ARE RETURNING YOUR ORDER FOR A REFUND OR AN EXCHANGE OF A LESSER VALUE, YOU MUST RETURN YOUR GIFT WITH PURCHASE. IF GIFT WITH PURCHASED IS NOT RETURNED, THE AMOUNT OF THE GIFT ($28 OR $168) WILL BE DEDUCTED FROM YOUR EXCHANGE OR REFUND.
What is Redo?
When you opt in for Redo at checkout, your return shipping label is included, allowing you to return any item(s) in your order for an exchange or store credit for FREE within our return and exchange policy guidelines.
If you decide not to purchase Redo or if you still prefer a full refund, you can still return your items if they are within our return policy guidelines, but you will be responsible for the cost of the return shipping label.
All returns and exchanges are subject to our return and exchange policy guidelines, which are listed above. If you have any questions please email hello@lindseyleighjewelry.com.
CUSTOM PIECES
How long does it take for a custom piece?
After approving the artwork, custom pieces typically take 6 weeks.
How long does it take to receive artwork?
It typically takes 5 to 10 business days to receive the artwork.
Do we have to do CAD artwork?
In most custom pieces yes, depending on the complexity of the job.
Can I see multiple CAD designs to choose from?
We begin with one CAD artwork at a time. After the initial artwork, the customer can make any changes. It typically takes an additional 5 to 10 business days to receive revised artwork.
If we don’t do CAD artwork does it bring the price down?
Most pieces require CAD work in order to cast the new design, depending on the job complexity.
How do you get the process started?
To begin the custom process, you can fill our Custom Questionnaire and a member from our team will respond within 48 hours.
Do you offer appraisals?
Every LLJ custom order, remake, wedding band, and engagement ring will come with an accredited appraisal.
All LLJ tennis bracelets, diamond studs, and tennis necklaces will automatically come with an appraisal in the name of the purchaser.
For any LLJ piece we can always provide one for a fee of $35 per item.
How long are quotes valid for?
Quotes are valid for 30 days.
Can you return custom pieces?
No, custom pieces may not be returned or refunded.
Can I sell you my diamonds and gemstones?
We typically do not buy stones from worn pieces.
Bridal
I want to start the process of buying an engagement ring, where do I start?
Congratulations on this exciting step in your relationship! The best place to start will be to fill our Engagement Ring Questionnaire, from there one of our ER specialists will reach out to set up a time for your first consultation.
Do you have Engagement Rings in the store to try on?
We have a small collection to try on.
Do you keep an inventory of diamonds?
We do not keep any larger diamonds for engagement rings in stock here in our store, which allows us to keep our pricing competitive. Our GIA diamond experts source diamonds specifically for you within your preferences and budget to get you the best possible stone and price out there!
How long does the process take?
Our average engagement ring process takes about 6-8 weeks, with the bulk of that timeline being the diamond sourcing process. If you are looking for something more unique in your center stone, expect a potentially longer lead time. We work within any budget and timeline though, so if you need something faster - we can make it happen!
How far in advance do you have to start the engagement ring process?
Gathering information and doing your research can be started at any time :). We recommend starting the custom engagement ring process when you are ready to make your purchase! Diamonds move fast, so be ready to make a deposit to lock your winner in!
Remakes
How long does the remake process take?
Generally, remakes take about 12 weeks overall from start to finish.
Do I need to provide inspiration or will you come up with ideas for me?
Any and all inspiration you have for your new pieces is very helpful. We will work together to come up with some fun and creative ideas if you are unsure what would be best for your pieces.
Are you able to metal down and reuse my old metal?
Unfortunately, we are not able to metal down old metal to create new metal settings.
Unfortunately, we are not able to metal down old metal to create new metal settings.
Yes, we definitely can as long as they are in good condition with no chips or cracks.
Is there a starting price point I should expect?
For a simple basket or bezel set necklace remake, costs can start around $500 and vary from there based on the stone size being used, the number of stones, setting style, metal preference, etc.
For any ring remakes or more customized remakes requiring CAD artwork, our costs will most likely start around $1,200 and vary again based on the stones being used and your preferences of customization.
Do you buy back my settings?
We can buy your old setting as scrap metal.
Can you buy back my stones?
We do not purchase client's stones.
You cannot sell your stones to us and use that money for another piece. We can appraise it for you, for you to then sell elsewhere.
Do we have to do CAD artwork?
Yes, this is incorporated into the cost of the piece. If you are unsure about moving forward what we can do is take a $200.00 non-refundable artwork deposit.
This deposit will then be a credit towards the final piece if you decide to move forward. If you do not move forward the $200.00 is non-refundable and cannot be used towards store credit or for another custom piece.
Warranty
Is there warranty on the jewelry I purchase from LLJ?
Fine Jewelry is delicate and should be worn and treated with care. We are happy to repair an item purchased from LLJ at no charge to you, within the first 90 days of receipt of purchase if the item is deemed defective. LLJ reserves the right to deem a product defective.
Depending on the issue we will determine the best course of action after proper inspection of the piece. Repairs needed after 90 days, or if the issue is deemed to be caused by misuse or extreme wear and tear, will incur repair and shipping fees at the expense of the customer.
What does the warranty cover?
Any LLJ piece that is determined defective within the first 90 days of receiving the item. Depending on the issue we will determine the best course of action after proper inspection of the piece.
Will you replace my stone for free if it falls out?
Once we have inspected the piece and it is determined the piece is defective within the first 90 days of ownership, we will take care of the issue. Of course with any fine jewelry we recommend removing the piece when cooking, cleaning, working out, or any high impact activity. We also recommend regular cleaning so that way there is no dirt or grime stuck in the prongs loosening the stones.
Repairs needed after 90 days, or if the issue is deemed to be caused by misuse or extreme wear and tear, will incur repair and shipping fees at the expense of the customer. Stone replacements and jewelry repairs range in price. If you would like a quote please email hello@lindseyleighjewelry.com.
PRE-ORDER ITEMS
How long does a pre-order item take to arrive/ship?
Every item is made differently and has a different pre-order lead time. Typically, our pieces have a standard lead time of 4-9 weeks, however certain pieces could take quicker or longer than that. Please refer back to the item's product page to see the listed lead time. Due to supply chain shortages, production lead times are subject to change.
Can I cancel my pre-order item?
If your pre-order item is considered custom and non-returnable, we are unable to cancel it while it is in production. Please refer back to the item's product page to see if your desired piece is custom and non-returnable.
What if my order includes in stock items and pre-order items?
If you have an order than includes in stock items and pre-order items, we typically hold what is ready and ship complete orders. If you would like your in stock items sooner, we can split your shipment for a fee of $20 to cover shipping. Please email hello@lindseyleighjewelry.com for more details.
GIFTING
Do you provide gift receipts?
We do not provide gift receipts. The recipient will be able to give us the name of the purchaser if we need proof of purchase for any reason.
I purchased a gift prior to a holiday/birthday/anniversary. Does the return policy begin once I give the recipient their gift?
Items purchased prior to holidays as gifts do not receive an extended window of return/exchange.
Jewelry Care
What is the best way I should care for my jewelry?
Remove jewelry when showering, exercising, washing dishes, applying lotion, perfume, etc.
How should I clean my jewelry?
For diamond and gold jewelry, we recommend using our customer favorite Cleaner. This is one of the best in the industry!
How often should I clean my jewelry?
As often as you feel it is necessary!
Store Information
What are your hours?
We are open Monday - Friday from 9am - 5pm CT.
Do I need an appointment to come shop?
No! We do not require appointments if you are shopping around!
Yes! We do require appointments for engagement rings, wedding bands, custom pieces and remakes to make sure the correct team member is available to assist you.
You may call the store at 713-497-5702 or email us to set up an appointment.
Where are you located?
Our store is located at 800 Taft Street, Houston, Texas 77019.
Is there free parking available?
There is! Our parking lot located to the left of our building or there is ample street parking.
Can you combine my order?
If you have made multiple orders, please reach out to our Customer Service team and our team will try our best to accommodate. Please note this is not guaranteed.
Sales & Discounts
What do sales and discounts NOT apply to?
During sales and promotional events, discounts are NEVER offered on the following items, including but not limited to:
Diamond Studs
Diamond Tennis Bracelets
Diamond Tennis Necklaces
Sample Sale Pieces
In Stock Bridal Pieces
LLJ One of a Kind Pieces
North South Mosaic Band
Diamond Baguette Halfway Band
Jewelry Cases
Are sample sale items returnable?
Sample sale items not NON-RETURNABLE. NO EXCEPTIONS.