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Customer Care

 

Store appointments, shipping details and virtual appointments

We're currently scheduling appointments at our NYC store!

We can now offer in-person appointments at our downtown NYC store. An appointment is a must, unfortunately we cannot accommodate walk-ins at this time.  We ask that you wear a mask so that we can comply with CDC guidelines and keep everyone safe — we will be wearing masks and keeping the store, counters, and jewelry spotless. Appointments are available Tuesday - Saturday 12pm - 5pm. For an appointment, email us, use the webchat below, DM us on Instagram, or call 212.964.7592. We'll try to accommodate your appointment request as quickly as possible, but please know that availability is limited because of NYC guidelines. Again, for now we cannot permit walk-in questions or requests.

Online Orders

We are shipping online orders weekly. Free ground shipping applies as usual, and we've extended our return policy to 30 days from the time you receive your package. As always, get in touch with any questions. Meanwhile, we have some new purchase and shopping options, see below.

Gift Certificates

We also now offer e-Gift Certificates, which can be used online or in the store (when we reopen.) We'll send a beautiful email — within minutes, or whenever you choose — to whomever you identify as the recipient on the product page, along with a personal message from you. The email includes a code to be used in the Cart before Checkout, and applies to anything on the site or in the store. They're available in pre-set tiers, from modest to magnificent. For questions, please contact our concierge.

 

Virtual Appointments

Shop our collection with one-on-one attention on Zoom, FaceTime, whatever you like. And if a call is all you need, that's fine too. Our staff is standing by to help with style questions, engagement ring advice, gift suggestions, or general jewelry questions. Please use the Chat popup on this page to get a speedy email response, and to set up a video meeting. As always, please contact our concierge with questions. We'd love to stay in touch!

 


 

Lifetime Jewelry Care

Greenwich St. Jewelers has decades of experience caring for the appearance, craftsmanship and high quality of our jewelry, and we are dedicated to keeping your jewelry in top condition. For the lifetime of your purchase, we provide the following professional cleaning and general repairs on all our fine jewelry:

  • -One-time free ring resizing, up or down 2 sizes from stock ring size
  • -Professional cleaning and polishing
  • -Ultrasonic and steam cleaning for hard gemstones
  • -Gentle cleaning by hand for soft or porous gemstones
  • -Metal oxidation removed
  • -Worn rhodium plating reapplied

Your fine jewelry is always protected against manufacturer’s defects for up to 12 months from the date of purchase. In some cases, a piece must be sent to its designer for repair or resizing. The designer’s charges are not covered by our Lifetime Jewelry Care, but you will have the chance to review and approve all repair and shipping costs before work begins. Repairs are subject to the designer’s schedule.

G.St Lifetime Engagement Ring Care

Because we take special pride in helping couples find the perfect jewelry to mark important life occasions, when you purchase a complete engagement ring from Greenwich St. Jewelers you’re given membership in G.St BRILLIANT. This membership entitles you to additional cleaning and general repair services for your ring. This extended care includes:

Professional cleaning and polishing

  • -Hard stones such as diamonds and sapphires receive ultrasonic and steam cleaning
  • -Soft or porous gemstones, including emeralds and pearls, are gently cleaned by hand
  • -Metal oxidation removed

General repairs

  • -Loose gemstones are tightened
  • -Prongs are re-tipped or smoothed
  • -Lost finishes are reapplied to the best of our ability; this includes brushed, florentine, hammered, polished and satin finishes
  • -Worn rhodium plating is reapplied
  • -Rings may be resized up to 2 sizes, and/or sizing assistants can be added. Our Lifetime Care covers this resizing service one time only.

For the following additional repairs, extra charges apply:

  • -Restoring worn metalwork, such as milgrain and engraving
  • -Prong or shank replacement
  • -Filling cracks or breaks in the metal
  • -Reshaping out-of-shape rings
  • -Any additional repairs not listed here

It’s important to note that all repairs and alterations to your Greenwich St. Jewelers rings must be completed by our store. External service or alterations will void any guarantee on the quality of the jewelry we sell. In some cases, we must send a piece to its designer for repair or resizing. The designer’s charges are not covered by our G.St Brilliant Lifetime Engagement Ring Care, but you will have the chance to review and approve all repair and shipping costs before work begins. Repairs are subject to the designer’s schedule.

 

We recommend bringing your engagement ring in for service annually to keep it in the best possible condition. And we strongly advise obtaining an insurance policy to protect the value of your jewelry from damage, loss or theft.

Diamond loss

If a diamond of up to 0.25 carats is lost from its original setting during normal wear, we will replace it. This service applies only to diamonds. And because all gemstones, even diamonds, can crack, break or chip, these situations are not covered.

Appraisal services

When you purchase a fully-set engagement ring or wedding band, we will furnish a complimentary insurance value appraisal conducted by our GIA-certified graduate gemologist. (There is a charge to appraise rings set with gemstones you provide.)

We recommend updating your appraisals at least every three years. When you request a revised appraisal, we must have your jewelry back in our store for reevaluation. We will complete this appraisal update, which is also complimentary, within 7-10 business days.

Shipping

Shipping is scheduled pending our ability to go to the store right now, since we've been asked by the Governor to stay home. Online purchases will be held, then shipped as soon as we can. See details above with up-to-the minute news. We'll contact you when you order to confirm which method we're able to do:

  • U.S. Ground shipping & returns: Free
  • FedEx Third Business Day: $15
  • FedEx 2-Day: $20
  • FedEx Overnight: $30

Same-Day Manhattan Courier

We're sorry, but same-day Manhattan Courier is on hold until we feel it's sensible and safe. Normally, within Manhattan, we’re pleased to offer same-day messenger service Monday through Friday (excluding major holidays) for orders placed by 3pm, for a $35 charge. Your order is boxed as it would be for shipping, with complimentary gift wrap available. Orders placed after 3pm will be delivered on the next business day. If you're in a rush, please give us a call so we can confirm your delivery time.

Order Processing

Normally, we process your order as quickly as possible, with standard orders going out the next business day (Monday through Friday, excluding holidays), pending credit card authorization and verification. During the COVID-19 crisis, we are able to ship less often since we're not physically in the store. But we'll do our best to ship as soon as we can, and will let you know your order status. Normally, orders placed on Saturday or Sunday are shipped the next business day. Sorry, we do not offer shipping to P.O. addresses. Shipments to Alaska and Hawaii are shipped UPS 2-Day. For orders over $500, we require your signature on delivery, so please plan accordingly.

A few important notes about overnight delivery:

  • - Orders requesting overnight delivery must be submitted by 3pm ET, Monday through Friday
  • - Overnight delivery orders placed Thursday after 3pm ET through Friday 3pm ET will arrive on Monday.

Availability

Most of our styles are available for immediate shipment, but our special selection and frequent high demand means some items may be temporarily unavailable. In these situations, we will contact you to determine if you’d prefer to special order the item or cancel your order.

International Orders

Greenwich St. Jewelers has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all questions should be sent to International Checkout at support@internationalcheckout.com.

 

Which countries do you ship to?

International shipping is currently available worldwide from Greenwich St. Jewelers. Our third party vendor, International Checkout, will ship to all destinations around the world including APO / FPO addresses.

 

Can I check the status of my international order?

To check the status of your order or track your package, please login to your International Checkout account at: https://www.internationalcheckout.com/login.php.

 

Who should I contact with questions about my international order?

Please email International Checkout with any questions regarding your international order at:  support@internationalcheckout.com.

Please visit the International Checkout Customer Service page for more information and phone numbers in your area.

Sales Tax

In accordance with state law, we are required to charge sales tax to purchasers in New York, Pennsylvania, and Connecticut.

Credit Cards

We welcome the following credit cards:

    • American Express
    • Mastercard
    • Visa
    • Discover

Financing withAffirm Financing

 

We want to help make your purchase possible! With our financing, you can get your ring or jewelry right away, and pay over time. We offer 3, 6, or 12-month financing options with Affirm. To find out if you qualify, and to determine your financing rate, select the pay with "Affirm" option during checkout. You'll be asked to provide some basic information, and you'll see instantly if you're approved. There are no hidden fees, so the estimated cost is exactly what you'll pay. Please call or email us for more details or if you have questions.

Returns & Exchanges

Return Policy

We want you to be delighted with your Greenwich St. Jewelers purchase. In light of the current unusual situation with shipping and delivery, we've extended our return to 30 days from the date of receipt for online purchases. For in-store purchases, returns will be accepted up to 10 days from date of purchase. Returned merchandise must be in original, new condition. Please be aware that sale items, exchanged items, custom orders, special orders and altered or sized items are final sales and may not be returned or exchanged.

In-store returns

Returns on items purchased in our store at 64 Trinity Place in New York City must be made in person there.

Return of online purchases

We are pleased to offer free returns for online orders within the US. Online orders must be shipped to 64 Trinity Place, NY, NY 10006, Attn: Support. When we receive your return, our Support Department will review it. Once your merchandise has been accepted for return, we will process your refund or exchange as quickly as possible – usually within a few business days.

 

To be eligible for return, your purchase:

  • - Must have its security tag attached
  • - Should not show signs of wear or damage
  • - May not be engraved, altered, or resized
  • - Must be accompanied by a Return Authorization (RA) number

- We reserve the right to refuse any merchandise that is returned after 10 days or that doesn’t meet the above requirements. For greenwichstjewelers.com orders, refunds will be made to the same payment method used for the original purchase.

Returns typically take no more than five days to process. Your refund should appear on your credit card statement within one to two billing periods, depending on the date of return.

 

Important note: Our shipping procedures and instructions, explained below, must be followed carefully to ensure the safe shipment and appropriate processing of your return. We are happy to clarify any of these steps – just call us at 866-288-9222 or email us.

Pre-authorizing your return

Please call 866-288-9222 or email us to request a Return Authorization (RA) number. This number will be emailed to you for merchandise that initially meets our return criteria.

Packaging your return

It is important to package your return carefully. Returned merchandise must be received with the sales receipt and all original packaging and enclosures.

Shipping your return

We will send you a shipping label via email for the items being returned. Simply call UPS for pickup, or drop off your package at a UPS location.

You’re welcome to make your return in person, at our store: 64 Trinity Place in Manhattan.

Ring sizing for online purchases

We offer a complimentary ring sizing as part of your purchase. Unfortunately, we aren’t able to size every ring, as some must be special ordered from the designer or sent to the designer for sizing. To place a special order, please note your ring size in the Comments section at checkout. We will contact you to confirm the timing and price.

Important notes about sizing:

  • - Please remember to give the ring size in the Comments section at checkout
  • - All sized items and special orders are Final Sale
  • - Please allow 5 business days for an item to be sized
  • - Ring sizing more than up or down 2 sizes from the stock ring size will incur additional charges or require a special order
  • - To guarantee accurate sizing, download our printable ring sizer here