General Questions

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We always want to keep our customers happy, if you are not 100% satisfied with your purchase, please get in touch to begin the return process. Items purchased within 7 days from the date you receive your order purchased on www.shopembark.com and shipped to a U.S. address or at one of our events may be returned for a full refund. Store credit will be issued to any items returned within 30 days from the date you receive your order. If more than 30 days have elapsed since your purchase, we are not able to offer a refund or exchange.

Exchanges and returns are only accepted on unworn, unaltered items with tags attached and returned in original packaging. Any resized, engraved, damaged, altered or item showing signs of wear are not accepted for return.

All custom items (i.e. initials, names, made to order pieces) are final sale and may not be exchanged or returned.

Please contact info@shopembark.com for return or exchange requests. Be sure to include your Name, Address, Order Number, and reason for return or exchange and we will be happy to assist.

Approved returns will be credited for the purchase price of your item. We do not refund shipping charges unless the item sent was an error. We cannot accept any returns or exchanges for jewelry purchased anywhere other than www.shopembark.com, or one of our pop-up shops. Exchange or return shipping + insurance is the responsibility of the customer. The customer is responsible for any and all shipping charges on any undeliverable packages.

So sorry to hear you have changed your mind! We are happy to cancel your order within 24 hours after your order was placed. Customized Orders cannot be canceled once they have been put into production. If you wish to cancel your order, please contact info@shopembark.com and provide your Name, Address, Order Number, and reason for cancellation.

U.S. shipments are generally processed within 2 business day of your order if the item is in stock.

All orders will be processed as they are received. If an item is sold out, a team member from EMBARK will contact you via email or phone with an estimated delivery date. Estimated delivery dates for items not currently in stock can range from 1-8 weeks.

Packages are delivered via UPS, USPS, or FedEx (within the 48 contiguous United States) for any online purchases.

If an order is sent back to EMBARK Fine Jewelry due to an insufficient or incorrect address or due to no answer, the order will be canceled and refunded minus the cost of shipping and a $15 restocking fee. If you would like to have the order reshipped, you will be responsible for shipping cost again.

We pride ourselves on offering quality craftmanship products. All jewelry is guaranteed on defects in material and workmanship for a period of 60 days from delivery. Normal wear and tear, improper care, or damage resulting from misuse will void the warranty. Please contact info@shopembark.com to initiate your repair. There may be a fee for a repair dependent on whether the repair is needed due to a misuse.

We want you to love your piece and wear it for many days to come. However, after 60 days, we are happy to have your pieced repaired with a fee associated. Please contact us for an initial estimate at info@shopembark.com. Note the pieces must have been purchased directly from www.shopembark.com and alterations cannot have been previously performed by any other jeweler.

  • How long does the process take?

    • Usually 4-10 weeks to complete from the first appointment, depending on the design and style of the item.  We promise the wait is well worth it!

  • How much does a custom ring cost?

    • We can work within any budget and happy to assist! A custom ring setting usually ranges anywhere from $2,500 to $12,000.

  • I need a ring or gift quickly, what options do I have? 

    • We understand somethings just can’t wait and can offer you options that fit your timeline, budget, and style desired. Schedule a time to chat with us now

  • How do I know I will like the finished product?

    • We will work closely together to build the perfect piece for you or your loved one. Before receiving the final product, you have the opportunity to view CAD images and a wax sample.  

  • Can I return the ring?

    • Custom engagement rings and other custom fine jewelry items are final sale, but our detailed process is in place to ensure you love the finished product. If necessary, minor adjustments to the final product are doable, based on the style.  

  • What Materials do you use and where is your product made? 

    • We align with vendors who have the same values as we do, meaning they only source stones in the utmost earth-friendly practices and treat their miners and stone cutters with respect and fair pay. We use recycled gold and platinum in all our custom pieces and as much as we can with our fine jewelry. Follow the link to learn more about the Kimberly Process Act and SCS Certified Recycled Metals

  • What kind of diamonds do you use?

    • Our standard diamond quality in all of our fine jewelry pieces is G-H/SI1. We will always work with you to find the best quality while taking into consideration your preferences and budget.

  • How do I know this is not a conflict free diamond?

    • We only work with vendors that source conflict free diamonds and are held to the highest standards under the Kimberly Act. We would love to speak with you more on this topic and discuss all diamond options including antique diamonds, Canadian Diamonds, and lab grown diamonds, which are all responsible choices and have their own pros and cons. Set up a Time now

  • It matters to me to know exactly where my stone was sourced, can you do this?

    • Yes absolutely! This is known in the Diamond world as the stones provenance and yes we can absolutely source a stone that meets these parameters. Set up a Time Now

  • Can you recreate something new using an heirloom piece?

    • Yes absolutely! These are some of our favorite projects to work on! We can take the stones in your heirloom piece and reset them in something totally different. Set up a Time now to chat

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