Store Terms, Returns, and Related Policies
For questions about the Store Terms please use the Contact page or email [email protected].
Federal Way Custom Jewelers Moissanite Policies
As peace of mind to all of our moissanite clients we offer several guarantees. As a preferred moissanite retailer, all of the moissanite we sell is backed by Charles and Colvard’s limited lifetime guarantee that protects you from any manufacturing flaws or errors. Federal Way Custom Jewelers gives a 1-year guarantee* on the parts and labor on every piece of jewelry we sell, no questions asked. Finally, on all purchases over $1500, we pay for an independent appraisal on the item so it can be fully insured against loss, theft and damage.
We also offer a lifetime trade-up policy for any customers who choose to buy a diamond from us in the future. If at any point you would like to trade in your moissanite we will give you a store credit in the amount that you paid for the moissanite toward a diamond of comparable size or larger.*
All purchases of pre-made and in-stock jewelry come with a 30-day money-back guarantee and a 30-day return for store credit guarantee. We do not accept returns for a) custom made jewelry b) clearance items c) special ordered items or d) items that have been modified in any way (engraved, sized, etc) and e) items purchased under outside finance; unless specified in writing by management at time of sale. For items purchased via our website, www.fwcj.com, qualifying returns will be credited less shipping and handling costs, and must be in un-altered condition. All returns must be brought in person to our store or shipped, insured signature required, to our listed address.
We only ship to US and Canadian buyers. All online orders come with free shipping and handling. All items will be shipped in a new jewelry box then securely packaged. Gift wrapping is available on request. Minimum online order size is $250. Items must be paid in full with funds cleared prior to shipping. All online purchases $250-$25,000 will be shipped via USPS Priority Mail Express, tracked and insured, with signature required at time of delivery. This is a 1-3 day service depending on delivery location in the continental US. All online purchases over $25,000 or rush ordered (for a fee) will be sent FedEx overnight, tracked and insured, with a signature required at time of delivery. All orders have a 24 hour processing period. We will contact the purchaser within 24 hours of the purchase with a receipt and shipping details. The only exception is orders placed on Saturday, which will be processed the following Monday. For custom orders or orders that include a service (such as sizing or appraisal) we will contact the purchaser with an updated handling time. Please allow 3-10 additional business days for these modifications. For orders placed in advance of a major holiday (Christmas, Valentine’s, etc.) please place the order at least 1 week before the holiday to allow for handling and shipping time. We are not responsible for any missed deadlines that result from orders placed to close to a major holiday. Items in our custody and shipped by us are insured at all times by our Jeweler’s Mutual Block Policy. Contact us if you have any questions about this coverage. Buyers will be charged Washington sales tax which is added to your invoice. Items shipped to other states or countries may incur additional duties or taxes unknown to us which are the responsibility of the buyer.
Remake an Item Guarantee
We understand that during the custom design process it can be difficult to imagine the exact end result of a design. If for some reason you are unhappy with our work, please let us know. Often times we are able to adjust the item without having to redo the entire project. In the event that the item has to be remade, there will be no additional charge to remake an item within 30 days of the delivery date of the same item unless the modification costs more than the original design. Example: Customer who spent $400.00 in the beginning has something remade that now costs $550.00, we would simply add an additional charge of $150.00. This remake guarantee can only be used once per design or project and can only be used when the issues with the original design were due to our oversight, error, or workmanship (we will not remake an item if the client has changed their mind regarding a previously approved design).
Free Appraisal Program
Any single item purchased from or made by us for more than $1500 comes with a complementary independent appraisal. This appraisal is completed by an independent appraisal company staffed with a team of Graduate Gemologists and jewelry experts that are trained in jewelry valuation. They will establish the current retail market value so that the item can be insured. We recommend using Jeweler’s Mutual Insurance, as they cover loss, theft damage, or maintenance for a very reasonable premium. The combination of our 1-year guarantee combined with comprehensive insurance provides the peace-of-mind needed to wear and enjoy your jewelry.
Diamond Trade-Up Program
We understand that tastes and budgets change over time, and we encourage our clients to buy and wear jewelry that they truly love. To help our clients toward future purchases or ring upgrades we offer a diamond trade-up program for any diamond purchased at our store over ½ct in size and in good condition. To qualify for the trade up program the new diamond must be twice the original purchase price or more, in which case they will get the original purchase price for the diamond, less taxes, as a credit toward the new diamond. If the client does not return the original laboratory certificate, such as GIA certification, the cost to replace the documentation will be deducted from the trade credit. The diamond trade-up program can always be used as a credit toward in-stock diamonds, and can sometimes be used for special ordered diamonds if approved by management.
In addition to our diamond trade-up program we offer a Moissanite trade-up program. For any Moissanite purchased in our store we offer 50% of the original purchase price as a credit toward a new Moissanite that is at least twice the original purchase price. We also offer a credit of 100% of the original Moissanite purchase price if the client wishes to purchase a natural diamond of twice the original purchase price or more.
We value all referrals to our store. When a client refers another client to our store, and the new client spends $500 or more on their first purchase, we will give the referring client a cash credit of 5% of the purchase price-with no limit! This cash credit will remain on account and can be used for any new purchase of in-stock or custom jewelry. The referred client must be a totally new client to our store, and the credit generated from their purchase will be reversed in the event that the purchase is refunded.
In-House Layaway Program
We offer an in-house layaway program to help our customers purchase their dream jewelry. Layaways are offered on all new purchases of in-stock items, custom jewelry, and repairs. However in the case of custom items and repairs the work will not be completed until the item is at least ¾ paid. To start the layaway the client must pay ¼ down, then ¼ per month for a maximum length of three months. Payment can be made in person or by giving a credit card over the phone. We encourage our clients to pay regularly and to pay the item off early where possible. Any exceptions or alterations of the above layaway program must be approved by management.
We guarantee everything we make, repair or sell for one (1) year from the date of delivery unless otherwise noted here or in writing to the client. This means we guarantee the parts that we make or repair will not break in the areas in which we have worked. We do not cover lost gems as a part of this warranty- only parts and labor to repair an item. Items in our care for repair and/or appraisal are covered against loss by our insurance policy, Jeweler’s Mutual, to replace said item with like kind and quality. We are not responsible for items left in our care after 30 days from completion of the work, unless prearranged with management.
In order to guarantee the work we do for 1 year from the date of pickup:
- Our jewelers take time to check and tighten all stones to guarantee against loss.
- It is our policy to rhodium white gold restoring it to its original beauty.
- We will professionally clean and machine polish all gold, silver and platinum jewelry.
- Our expert goldsmith may make recommendations for further repair to assure the lasting integrity of your jewelry.
Items and repairs not guaranteed:
- Glued or epoxied items
- Enameling and antiquing
- Gold or Rhodium plating
- Loss of diamonds and gemstones over 1/4ct in size
- Loss of any prong set stone that has shared prongs or invisible setting with other stones
- Loss of any gemstone from a mounting that was not made by Federal Way Custom Jewelers
- Any items/repairs that do not come with our warranty will be disclosed prior to sale
We will not guarantee any repairs in which the client chooses not to address:
- Loose stones of any kind
- Chipped, heavily included, or damaged stones of any kind
- Prong-set stones that have thin prongs, missing prongs, or stones that are set crooked
- Bead or pave setting where the beads are badly worn or some beads are missing or a stone is sticking up beyond the surface of the metal
- Channel setting where either the channel is very thin, torn, not straight across the stone or there is no support underneath the channels to hold them together.
- Bezel setting where the bezel is too thin, torn or the stone is set crooked
- Cracked shanks or under-galleries
- Bracelets or chains with worn links, rings or clasps
- Items that show signs of shoddy prior repairs
Specific Guarantee for Diamonds and Gemstones
We do our best to educate our clients about proper jewelry upkeep and care advice for particular gems. If you have any questions or concerns about an item, please ask us prior to wearing the item. We do not guarantee that a diamond or gemstone we sell will not chip, break, scratch or fracture in the future. No stone, including a diamond, is impervious to damage. We always recommend insuring your jewelry to cover any possible damage or loss.
Specific Guarantee for Ring Sizing
- Rings purchased from us will receive one no-charge ring sizing (within two sizes) valid within 60 days of the client taking possession of the ring.
- If we size the customer’s actual finger and the size is incorrect, we will resize the customer’s ring at no charge within 30 days from date of delivery.
- If we size a ring to the customer’s requested size or the size of another ring the client owns, without sizing the actual finger the ring is to go on, and that size is incorrect, there will be a minimal fee to resize the item.
- Please note that the size of a ring will not change, but sometimes due to diet, medication, the weather or weight a customer’s finger size can change, changing the fit of the ring.
Specific Guarantee for Visual Inspections and Verbal Valuations
When asked, we clean and check jewelry at no charge. We try to locate any problems that may be occurring with the item. Many items that appear to be wearing “OK” today could have a problem days or weeks later. We can only guarantee items that we actually repair, not those that we have only visually inspected. This includes checking stones for tightness, prongs for wear, wear on links, bails, rivets and solders, etc. We are also sometimes asked for a casual estimate of value. This verbal estimate is our opinion only, is not a legal appraisal, and we hold no liability for any losses as a result of our valuation.
All of the above policies are subject to change without notice. Exceptions of any of the above policies must be approved by management. Any changes or exemptions to the above policies in particular situations will be made in writing on the sales slip or job envelope.