Repair Instructions

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Repair Instructions

Thank you for contacting us.

Each piece we create is held to the highest standards and carefully inspected before leaving our studio. Our goal is to restore your jewelry with the same level of precision and care with which it was originally made.

We only provide repair quotes once the piece is in our hands, as this allows for a thorough evaluation where we can see the full picture of the damage. Many times, the extent of damage is underplayed, or one area of service may be affecting another. By examining the piece directly, we can ensure that all necessary work is identified and addressed properly. This is a paid service, as gold is an extremely precious and costly material—both in its raw form and in the labor required to service it with the care it deserves.

Once your item is received, our team will perform a thorough assessment under high powered magnification to determine the nature of the issue and the most appropriate course of action.

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Please enter your order number:

If you don’t have your order number, please provide the email address used at the time of purchase.

Your address

Please enter your address where you'd like the item sent back to. Shipping fees apply.

Repair Inspection Notice

Every piece that leaves our studio goes through strict quality control: it is inspected under high powered magnification, documented in detail, and approved by our team. We never ship an item in compromised condition.

From time to time, we receive notes such as “nothing happened, it just ended up this way.” While we understand it can be hard to pinpoint when damage occurs, our inspection process, combined with professional evaluation upon return, allows us to identify the exact cause. When there is evidence of force, impact, or unusual wear, it confirms the piece was compromised after delivery and outside our control.

For this reason, responsibility for damage sustained after receipt lies with the client. Repairs needed due to customer caused damage are offered as a paid service, with costs determined by the level of restoration required.

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Issue Confirmation

I understand that the studio documents and inspects each piece before it leaves. Our team already has records of the original condition and will identify the nature and cause of any damage during the evaluation.

I acknowledge that my role is to approve or decline the repair quote provided after evaluation.

I understand that, if approved, my piece will be returned freshly cleaned and polished as part of the repair process—no extra instructions needed.

Required

Care Guidelines

Gold is a naturally soft and malleable metal—the very quality that allows it to be shaped into fine jewelry also makes it more vulnerable to daily wear. To keep your piece in its best condition, it’s essential to follow proper care practices.

Exposure to chemicals and body products, particularly chlorine, lotions, and creams can weaken prongs, thin bands, and compromise the security of your settings over time. Consistent, mindful care is the key to preserving both the beauty and the longevity of your jewelry.

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Evaluation & Repair Fees Confirmation

Once your package is received, our team will carefully evaluate the item. Please allow up to 2 weeks for this assessment.

After evaluation, you will receive a detailed repair quote outlining all necessary work.

You may choose to accept or decline the quote:

✅ Accept → We will proceed with the repair.

❌ Decline → The item will be returned to you without repairs (return shipping fees apply).

I understand the repair process

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Return Time

After the evaluation is complete and a detailed quote has been provided, we will be able to determine how long the repairs will take.

Please also note that the price of gold has increased significantly, and our repair quotes will reflect these changes.

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Regarding opal replacement:

Opals are delicate stones that require extra care. Each time we replace an opal, we must also work on the prongs to ensure they securely hold the new stone.

This is a meticulous and costly process to renew them properly. Understanding the necessary care for opals helps in maintaining the longevity and beauty of your piece.

Please note that no two opals are alike, and the availability of certain opal types can vary significantly due to the rarity of rough opal materials. Some of the finest 7 to 10mm opals are no longer commonly cut, making them even more unique and precious.

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I'm not looking for an opal replacement

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Important Pricing Notice for Ring Repairs

Please be advised that due to the significant surge in gold prices over the years, the cost of repairing or replacing a severely damaged item may exceed the original purchase price, particularly for rings purchased for under $300. We will provide options and costs for approval before proceeding with any work.

By checking the box below, you acknowledge and understand this notice.

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Return address

Please be ready to send your package back within 5 days after completing this form.

⚠️ Send your jewelry repair items via USPS or UPS only.

⚠️ Ensure that you receive a drop off receipt from the post office.

⚠️ Email us a tracking number once your package has been dropped off.

Sermez

7904 E Chaparral Rd STE A110 - 149

Scottsdale, Arizona

85250

🛑 Once your package is marked as "delivered" by your tracking number, please do not panic if you do not hear from us. We are a small team, and it may take approximately 7 business days for us to collect your parcel from the carrier. You will be notified via email as soon as it has been checked in and moved into evaluation.

I will send in my repair within 5 days of completing this form

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