FAQ's
Frequently Asked Questions
1. What types of jewelry does Monty Custom Jewelry offer?
Monty Custom Jewelry offers a variety of high-quality jewelry, including non-custom sterling silver and solid gold pieces, as well as custom-made items. Our collection features both Moissanite and lab-grown diamonds, providing options to suit different preferences and budgets.
2. What is your return policy for custom items?
Custom items are final sale and cannot be returned. However, we offer a 30-Day Quality Guarantee for defects in craftsmanship or manufacturing-related breakage. If an issue arises within 30 days of receiving your item, we will repair the piece free of charge.
3. How does the Lifetime Warranty work for non-custom items?
Our Lifetime Warranty covers all non-custom items for defects in craftsmanship, such as broken links, fallen stones, or malfunctioning clasps. If an issue occurs, simply send us a photo of the damaged item. Upon inspection, we will send you a return shipping label and, once the item is received, decide whether it will be repaired or replaced with a new piece.
4. How do I initiate a warranty claim or repair service?
To start a warranty claim or request a repair, please email a photo of the product issue to Info@montycustomjewelry.com. Once the photo has been inspected and approved, we’ll send you a return shipping label, after which the item will be repaired or replaced as needed.
5. What fees are associated with warranty replacements and repairs?
There is a $24.99 Shipping and Handling fee for all warranty replacements. For repairs beyond the 30-day quality assurance period for custom items, a $99 repair fee applies. Additional fees may apply depending on the extent of the damage.
6. How long does it take to repair a piece of jewelry?
Repairs typically take 4-8 weeks from the day we receive your item, though turnaround time may vary depending on the complexity of the repair.
7. Can solid gold or sterling silver items be repaired?
Yes, we offer repair services for both solid gold and sterling silver items. A $99 fee applies for repairs after the 30-day quality assurance period. This fee covers general repairs, though more complex damage may incur additional costs depending on the nature of the repairs required.
8. Are there any exclusions to the Lifetime Warranty?
Yes, the Lifetime Warranty applies only to non-custom items. Custom items, solid gold pieces, and items that have been intentionally damaged, stolen, or lost are excluded. The warranty does not cover tarnishing, as sterling silver naturally tarnishes over time but can be easily cleaned.
9. What voids the warranty or repair service?
The warranty or repair service will be void if user damage, such as water damage, exposure to harsh chemicals, accidental breakage, or unauthorized modifications are detected. Additionally, tarnishing and intentional damage are not covered.
10. How can I contact customer service?
For any questions or to request warranty services, please reach out to our customer service team at Info@montycustomjewelry.com We’re happy to assist you with any inquiries regarding your Monty Custom Jewelry.