FAQs and Store Policies

Topics

1. Holiday Shipping Deadlines
2. Showroom Guidelines
3. Shipping & Returns
4. International Orders
5. Changing Orders & Cancellation Policy
6. Warranty Information
7. Jewelry Resizing & Repairs
8. Discounts & Promotions

Holiday Shipping Deadlines

For estimated delivery by 12/24, orders must be placed by 3pm MST on the following days:

Jewelry Type	Order Deadline
Custom Design	Nov 1
Made-to-Order Engagement Rings + Jewelry	Nov 11
International orders	Dec 12
Domestic orders for Ready-to-Ship Rings	Dec 16
2-Day Shipping on all other Ready-to-Ship Jewelry and Accessories	Dec 19
Next Day Shipping on all other Ready-to-Ship Jewelry and Accessories	Dec 22

 

For estimated delivery by 12/31, orders must be placed by 3pm MST on the following days:

Jewelry Type	Order Deadline
Custom Design	Nov 5
Made-to-Order Engagement Rings + Jewelry	Nov 18

 

These dates are subject to change. Sarah O. is not responsible for delays with carriers or lost/stolen packages. 

 

Showroom Guidelines

In order to provided the best experience for our customers, we highly recommend scheduling an appointment so you can have dedicated one-on-one time with a sales associate or designer. We offer the following appointments:

• In-Store Shopping Appointment: Browse our store, try on jewelry, or make an in-store purchase.
• Virtual Shopping Appointment: This is a great option if you live out of town or just have some questions for one of our team members!
• Custom Design Consultations: If you are looking to design a custom piece, continue to schedule through our Custom Consultations page for both virtual and in-store consultations.
• Order Pick Up/ Drop Off: We will notify you when your order is ready and share a link to schedule a time to pick it up. To drop off a repair, please contact one of our showrooms to schedule a time or email us at [email protected].

 

Shipping & Returns

Sarah O. will extend our returns and exchanges window for the 2024 holiday season! Orders placed for in-stock and ready-to-ship items purchased online from November 1 - December 25, 2024 may be returned through January 15, 2025. All returns and exchanges require prior authorization and a Return Authorization Number labeled on the package. 

Please see our Shipping and Returns page for full details on our policies.

 

International Orders

Sarah O. is proud to work with customers all over the world! Although we currently accept orders to the US and Canada only through our website, we are able to process all other international orders through our invoicing system.

To place an international order, please review the instructions on our Customer Service page and submit the contact request form. Once received and confirmed, we will send you an invoice for the price of the item + shipping fees.

See the Shipping section for more information about international shipping and applicable customs fees.

 

Changing Orders & Cancellation Policy

We will do our best to accommodate any changes to orders or cancellations. Requests must be submitted within 24 hours. To submit a request, review the instructions on our Customer Service page and submit the contact request form. Please note any requests received after 24 hours may incur an additional fee.

 

Warranty Information

Given your jewelry's sentimental and monetary value, you’ll want to make sure it lasts a lifetime! First and foremost, we highly recommend insuring your high value item under homeowners, renters, or an independent insurance company. We are happy to provide you with receipts or appraisals for mountings and stones purchased through us.

Please review additional warranty information before purchasing:

• We offer a limited lifetime guarantee against any manufacturer's defect in material or craftsmanship. Please note that this does not cover neglect, abuse, loss, theft, or normal wear and tear.
• We will cover the loss of the first melee stone under 0.05ct or any stone up to 2mm in length. Sarah O. is not responsible for the replacement of a stone if it is lost due to bent or damaged prongs due to neglect.
• Center stones are not under warranty, please be sure to insure your piece!
• After six months, we will repair your Sarah O. piece due to normal wear and tear at a discounted rate. We reserve the right to decide what constitutes normal wear and tear.
• 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 section for more information.
• Unauthorized repairs or service on your items made outside of Sarah O. Jewelry can void your warranty. 

 

Jewelry Resizing & Repairs

We offer full-service jewelry repair for any Sarah O. Jewelry piece, including one complimentary sizing with the purchase of any gold Sarah O. Jewelry ring within the first six months. Alternative metal bands and eternity band styles will require a size exchange fee. Please refer to the product page for any sizing specifications.

Unsure of your ring size? You may add a ring sizer to your order and we will ship it before sizing your piece! Please keep in mind that a repair fee will apply if you need additional resizing.

If you are based in the Denver Metro area: You can stop by either of our locations at your convenience to drop your ring off for resizing or repair. We also offer repair appointments if you prefer - please email us at [email protected] to schedule an appointment.

We offer remote repair services for our Sarah O. clients outside of the Denver Metro area - see below for additional details:

• Should repairs be needed, our team will provide a complimentary fully insured shipping label.
• We will return jewelry via fully insured shipping to be collected when the repair is complete. Customer is responsible for the return shipping cost. 

To submit a request, review the instructions on our Customer Service page and submit the contact request form. 

Please allow up to three business days to respond to your request.

 

Discounts and Promotions

Discount codes and other promotions cannot be applied to Sale items unless explicitly stated. Discount codes are limited to one per transaction and cannot be combined with other promotions or applied to past purchases. Discounts cannot be applied to white diamond engagement pieces, custom design, or loose stones.

12/3/24-12/9/24 7 Days of Giving: Not valid on past purchases. Discounts include select styles and excludes made-to-order and white diamond engagement rings, customs, and loose stones. Valid in store and online. Cannot be combined with any other promotions. Items are final sale.

 

Sarah O. reserves the right to update policies and pricing at any time. If you have any questions, please email [email protected].