Certainly! Our team works with you every step of the way to ensure a seamless and personalized experience, no matter where you are located. We offer virtual custom consultations for anyone who is not located in Denver or cannot make it to one of our showrooms.

Yes, we love reimagining heirloom pieces! Our team works with heirloom stones in a wide range of sizes, but some smaller diamonds are not eligible for use in a custom design. Make sure to bring your piece to your appointment to learn more. Our designers also work with a wide range of stones, but have limitations when it comes to softer or more delicate stones. We will need a copy of the appraisal or receipt to confirm the value of your piece for insurance purposes. If the appraisal or receipt is not available, Sarah O. Jewelry will insure the item up to $100 unless otherwise stated. Please note that we cannot melt down existing jewelry and incorporate that metal into a new piece.

Our custom jewelry is handcrafted by our jewelers and therefore requires special care and attention. Custom jewelry requires a minimum of 6-10 weeks to produce, and the overall timeline is dependent on a number of factors, including stone sourcing and design modifications. We encourage customers with a specific proposal date or special occasion to plan at least 3 months in advance to ensure a smooth turnaround and stress-free experience.

It is important to have an idea of what you would like to spend on your custom piece so we can help guide design decisions to best meet your preferences that fall within your budget. Most customers typically provide a range, which allows us to provide various options based on your priorities and preferences.

Custom jewelry is a collaborative experience with your Sarah O. designer there to help create a tangible representation of your vision. We recommend preparing in 3 easy steps:

1. Research design inspiration: Browse our website, custom gallery, and Instagram to get an idea of which styles you like. Our Diamond Guide and Gemstone Guide are also great resources to learn about stones you may want to incorporate into your pieces.

2. Book an appointment: Book a custom consultation in person or virtually to meet one-on-one with a designer to start the process. If this is your first time shopping for fine jewelry, we encourage you to book a general shopping appointment first to try on different styles. After all, you may be surprised about which design elements you are ultimately drawn to! Our sales associates are trained to educate clients on diamonds, gemstones, and fine jewelry basics and are an excellent resource to help prep you for your consultation. If you are creating a ring, they will also measure your ring size.

3. Compile questions: Gather a list of questions you have on the elements of fine jewelry you may not understand. Our custom design team is ready to help, no matter your experience and knowledge about jewelry.

A $200 custom design deposit is collected to begin any custom design work. It is non-refundable but goes towards the final cost of your jewelry. The deposit includes up to three CAD modifications after the initial design. It does not include any fees that may be incurred for additional CAD modifications or certain precious stone sourcing requests.

We carry a wide variety of both traditional and alternative diamonds and gemstones to choose from for your dream piece. We also source stones from trusted partners who we have built relationships with over the past 15 years! For custom jewelry with center stones, we require a down payment on stones we carry in order to hold the stone for you OR full payment on any stones that have been sourced for you as soon as a decision has been made.

Upon approval, you will sign a Custom Design Contract in store or electronically. We also require the following payments at this time:

• 50% deposit on the custom setting

• Rush fees may apply depending on timeline

Once completed, we will notify you when your jewelry is ready for pick up, and full payment is required at this time.

We offer two shipping options for custom pieces – Overnight and 2-Day Delivery. All deliveries require a signature, so please keep this in mind when providing your shipping information. Sarah O. is not responsible for lost or stolen packages.

For local customers, we offer showroom pickups at the location in which you started the design.

We offer financing through Affirm by completing a few easy steps! We will provide you with a link to complete a simple application directly with Affirm to see if you are approved. Once approved, you may choose your payment terms, and your first payment will be due to Affirm within 30 days.

We offer a limited lifetime guarantee against any manufacturer's defect in material or craftsmanship. We will cover the loss of the first melee stone under 0.05ct or any stone up to 1.5mm in length. Please note that this does not cover neglect, abuse, loss, theft, or normal wear and tear.

Given your jewelry’s sentimental and monetary value, you’ll want to make sure it lasts a lifetime! Center stones are not covered under warranty, so we recommend insuring your ring under homeowners, renter’s, or an independent insurance company immediately upon receipt of your piece. We are happy to provide you with receipts or appraisals for mountings and stones purchased through us.

After six months, we will repair Sarah O. Jewelry pieces due to normal wear and tear at a discounted rate. We reserve the right to decide what constitutes normal wear and tear.

We offer appraisals for any jewelry and stones purchased through Sarah O. Jewelry. We are not able to offer an appraisal on heirloom stones and recommend the piece is appraised before custom design begins.

For repairs that do not fall under warranty, we will repair Sarah O. Jewelry pieces due to normal wear and tear at a discounted rate. We reserve the right to decide what constitutes normal wear and tear. Unfortunately, we do not repair other jewelry designers’ work. 

Should repairs be needed, it is the customer’s responsibility to ship and insure the piece(s). We will return jewelry via insured shipment. Please see the Jewelry Resizing & Repairs page for more information.