Terms and Conditions for Jewelry Repair and/or Redesign

Jewelry Repair & Redesign

Every piece that comes to us has its own history, condition, and needs. These terms explain what to expect when you send jewelry to Stradley & Daughter for repair, restoration, or redesign.

This page covers the details specific to working on existing jewelry. Our broader Shipping & Returns, Warranty & Satisfaction Guarantee, Pricing, Estimates & Payments, and Consumer Policies also apply where relevant.

Sending Jewelry to Stradley & Daughter

Please contact us before sending jewelry for repair or redesign so we can confirm the appropriate shipping arrangements for your project.

Depending on your needs, you may ship your jewelry yourself or use our Precious Cargo Stress-Free Shipping Kit.

If you arrange shipping independently, you are responsible for selecting an appropriate carrier, tracking service, and insurance coverage until your jewelry has been received by Stradley & Daughter.

If we arrange shipping or provide a shipping label, we’ll explain the applicable shipping and insurance terms before your jewelry is sent.

For complete shipping terms, including responsibility for incoming shipments, please see our Shipping & Returns Policy.

When Your Jewelry Arrives

Once we receive your jewelry, we’ll document and inspect each piece and let you know it has arrived safely.

We may photograph jewelry at intake to document identifying features, existing condition, visible damage, and the items entrusted to us. These photographs become part of the applicable project or work-order record.

After inspection, we’ll discuss any recommended repairs or redesign considerations and provide an estimate before paid work begins.

You may accept all of our recommendations, choose specific work, or decline repairs. If something requires a more detailed conversation, we’re happy to arrange a virtual or in-person consultation.

Approval, Payment & Beginning Work

Before work begins, we’ll provide an itemized estimate outlining the services you’ve approved. Each jewelry item may be assigned its own work order so that parts, pricing, timing, completion, and return can be tracked independently.

Some projects may also require a repair, redesign, or custom-project agreement for electronic signature.

Most repair and redesign projects require a 50% deposit before work begins. For convenience, deposits for multiple work orders may be combined into a single payment. If you prefer separate payments for individual items or work orders, please let us know.

Additional instructions or approvals may be given in writing, electronically, by phone, or in person. When instructions or approval are given verbally, we may add a dated note to the applicable work order documenting the conversation as part of the project record.

If additional work becomes necessary after we begin, we’ll contact you before performing work that would materially change your approved price.

For complete information about estimates, deposits, and payments, please see our Pricing, Estimates & Payments page.

Repair Process, Timing & Communication

Throughout the repair process, we’ll provide updates as appropriate, including information about parts, progress, and quality checks.

Estimated completion dates are estimates rather than guaranteed delivery dates. Parts availability, gemstone sourcing or matching, outside manufacturing, newly discovered conditions, client decisions or approvals, shipping, and other circumstances may affect timing.

If additional work becomes necessary or the approved price needs to change, we’ll contact you before proceeding.

Customer-Owned Gemstones & Materials

We are happy to work with customer-owned gemstones and heirloom materials when they are suitable for the proposed work.

Gemstones may have inclusions, fractures, treatments, surface wear, prior damage, or other conditions that cannot always be identified while they are mounted.

Resetting or remounting a customer-owned stone carries inherent risk, particularly when a stone is antique, heirloom, treated, included, previously damaged, unusually cut, rare, discontinued, or otherwise difficult or impossible to replace.

Customer-owned stones are reset or remounted at the customer’s risk with respect to inherent or pre-existing conditions and the possibility that an identical replacement may not be commercially available. We’ll discuss any unusual risks we identify before proceeding when reasonably possible.

When a repair requires replacement gemstones, pearls, or other naturally variable materials, we’ll make a reasonable effort to match the existing material as described in the approved estimate. Exact matches in color, cut, size, clarity, pattern, age, or other characteristics may not always be available unless specifically promised in writing.

Appraisals

Appraisal services are available for $95 per piece and can often be completed while your jewelry is already in our care for repair, restoration, or redesign.

If you’d like an appraisal added to your project, please let us know before your jewelry is returned so we can include it in your estimate and timeline.

Appraisals are prepared for insurance and documentation purposes and reflect the condition and characteristics of the piece at the time of evaluation.

Care, Custody & Insurance

While jewelry is in our possession, we take reasonable precautions to protect it.

However, jewelry may be exposed to risks outside our reasonable control, including fire, theft, burglary, flood, severe weather, or other casualty.

Stradley & Daughter maintains commercial insurance appropriate to our operations, but coverage may be subject to limits, exclusions, deductibles, valuation provisions, or other policy terms and should not be assumed to provide full replacement value for every item.

We strongly recommend maintaining your own jewelry or personal-property insurance for the full value of jewelry entrusted to us.

Nothing in this section limits responsibility for loss or damage caused by our failure to exercise reasonable care or where applicable law does not permit such a limitation.

Final Payment & Delivery

Once the approved work is complete, the remaining balance is due before your jewelry is shipped or released to you.

Different work orders submitted together may be completed and returned on different timelines.

We’ll provide tracking information when jewelry is returned by mail.

Repairs, Existing Damage & Warranty Coverage

Repair and redesign work performed by Stradley & Daughter is covered by our One-Year Limited Workmanship Warranty.

When we inspect your jewelry, we may identify additional wear, damage, or structural concerns beyond the work you originally requested. You are always welcome to decline recommended repairs.

However, we cannot guarantee against damage or failure resulting from an existing condition or a recommended repair that you chose not to address.

For example, if we recommend repairing worn prongs and that repair is declined, subsequent stone loss caused by those worn prongs would not be covered.

Declining one recommended repair does not automatically void warranty coverage for unrelated workmanship performed by Stradley & Daughter.

Jewelry that is antique, heirloom, particularly worn, fragile, damaged, hollow, previously repaired, or structurally compromised may carry additional risks during normal repair procedures. Where reasonably possible, we’ll discuss significant concerns with you before beginning work.

For complete warranty terms, exclusions, care requirements, and aftercare benefits, please see our Warranty & Satisfaction Guarantee.

Repairs We May Decline

We do not currently offer repair services for watches or costume jewelry.

We may also decline work when we believe an item cannot be safely repaired, when the requested repair would create an unacceptable structural risk, or when the work falls outside our available services.

We’ll explain our concerns and, when possible, discuss other options with you.

Heirloom Redesign & Custom Work

Some redesign projects move beyond repair and become custom or bespoke jewelry projects. When that happens, our custom design process, design fees, approvals, cancellation terms, and production policies may apply.

You can learn more on our Jewelry Production Categories, Design Tiers, and Pricing, Estimates & Payments pages.

We’ll let you know which terms apply before you approve the project.

Unclaimed Jewelry

We make reasonable efforts to contact clients when jewelry is ready for payment, pickup, or return.

If jewelry remains unclaimed for an extended period, Stradley & Daughter may exercise rights available under applicable state law, including retaining the jewelry until amounts due are paid and, where permitted, selling or otherwise disposing of unclaimed property after any required notice period.

Any disposition of unclaimed jewelry will be handled in accordance with applicable law.

Please keep your contact information current so we can reach you about your project.

If you have questions about whether your project is best handled as a repair, restoration, or redesign, please contact us before sending your jewelry. We’ll help you determine the best next step.