Customer Care

Our NYC store is open by appointment

We are now offering in-person appointments in our New York City store. Appointments are required as walk-in visits cannot be accommodated at this time.  In compliance with CDC guidelines and to keep our community safe, we ask that you wear a mask at all times while inside the store. See below for more information about our safety measures.

Appointments are available Tuesday - Friday from 12pm - 5pm, and Saturdays from 11 - 5. 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 due to reduced capacity. A maximum of two appointments per hour are being scheduled.

How we're keeping you safe — our Covid-19 store safety plan

We’re complying with the recommended safety guidelines to keep our customers and staff healthy:

  • All visitors and staff must wear a mask. If you need a mask, we’ll be happy to provide one.
  • We’ll ask you to remove your mask and smile for the security camera before entering.
  • A maximum of two appointments per hour are being scheduled.
  • We are able to accommodate you plus one guest per appointment at this time.
  • We’re conducting temperature checks for all staff members daily.
  • High-touch areas including counters, doors, seats and jewelry are sanitized between visits.
  • Alcohol pads and hand sanitizers are available.

Virtual Appointments

For a convenient alternative to an in-store visit, schedule a Virtual Appointment. We make it easy to shop with one-on-one service on Zoom, FaceTime, phone — whatever you prefer. Our staff is standing by to help with style questions, engagement ring advice, gift suggestions, or general jewelry questions. Request an appointment Please use the live chat on this page to get a speedy email response with any questions. 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 and craftsmanship of our jewelry, and we are dedicated to keeping your jewels in top condition. For the lifetime of your purchase, we provide the following professional cleaning and general repairs:

  • 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

Our Warranty

Your fine jewelry is always protected against manufacturer’s defects for up to 12 months from the date of purchase. The warranty does not extend to normal wear and tear on your jewelry. In some cases, an item must be sent to the designer for repair or resizing. The designer’s charges are not covered by our Lifetime Jewelry Care, but you can review and approve all repair and shipping costs before work begins. Repairs are also subject to the designer’s schedule. This warranty is void if your jewelry is repaired or otherwise altered by another service provider.

G.St Lifetime Engagement Ring Care

We take special pride in helping couples find the perfect ring and understand that this piece of jewelry is a part of your forever story. When you purchase a complete engagement ring from Greenwich St. Jewelers we offer you Lifetime Engagement Ring Care. A “complete” ring is one where both the center gem and the ring setting are purchased from G.St.

This extends the services offered under our Lifetime Jewelry Care to include:

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 removal

Additional 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 to white gold rings
  • Rings may be resized up to 2 sizes, and/or sizing assistants can be added. One resizing is covered by our Lifetime Care.

Additional charges may apply for these services:

  • 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

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

We recommend bringing your engagement ring in for your complimentary Lifetime Engagement Ring 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 complete 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 re-evaluation. We will complete this appraisal update, which is also complimentary, within 7-10 business days.

Shipping

Shipping is processed Tuesday through Friday

  • U.S. Ground shipping & returns are complimentary
  • FedEx 2-Day: Free with a minimum purchase of $500
  • FedEx 2-Day: $20
  • FedEx Overnight: $30
  • Orders requesting overnight delivery must be submitted by 3pm ET, Tuesday through Friday
  • Overnight delivery orders placed after 3pm ET Friday will be shipped the following Monday
  • For orders over $500 a signature is required on delivery
  • Shipments to Alaska and Hawaii are shipped UPS 2-Day
  • Orders placed on a Saturday or Sunday will be shipped the next business day
  • Sorry, we are unable to ship to a PO Box address

Same-Day Manhattan Courier $40

Within Manhattan, we’re pleased to offer same-day messenger service Monday through Friday (excluding major holidays). Place your order by 3pm for same-day delivery; orders placed after 3pm will be delivered the next possible day.

Your order is prepared in our luxurious packaging and then placed into a box for transport. Please contact us to confirm your delivery time.

    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 to fulfill orders for our International customers. Choose your item, add it to your 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.

    We ship worldwide. Our third party vendor, International Checkout, will ship to all destinations around the world including APO/FPO addresses.

    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 these cards: American Express, MasterCard, Visa, and Discover.

    Financing with Affirm Financing

    We want to help make your purchase possible. With our financing, you can get your jewelry right away and simply 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’ve extended our return to 30 days from the date for receipt and we offer free returns for online orders within the US.  Ship your return 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:

    • Should not show signs of wear or damage
    • May not be engraved, altered, or resized

    We reserve the right to refuse any merchandise that is returned after 10 days or that doesn’t meet the above requirements. For online 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.

    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.

    Ring sizing for online purchases

    We offer complimentary ring sizing as part of your purchase. Some rings, due to their design, cannot be resized and must be special ordered 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, we can either send you a ring sizer, or can download our printable ring sizer here
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