Frequently Asked Questions
Frequently Asked Questions
Our Materials and Resources
Personalization & Customization
Create a piece that is uniquely yours with the help of one of our Fine Jewelry experts. We offer a range of custom options, from bespoke to one-of-a-kind designs.
Every piece in our collection can be specially made-to-order and modified down to the smallest detail. Personalize one of our signature styles by selecting your preferred stone—color, shape, size and cut. Choose from a range of metal alloys and embellish with delicate details—such as diamond pavé and hand engraving. Our team is on-hand to guide you through our collections and reveal the unique qualities that give these precious materials their distinctive beauty.
- Explore our collection.
- Select your favorite pieces, identifying them by name, design and style (eg. solitaire, threestone, diamond halo, antique diamond).
- Note any changes, additions or special details you’d like to include in your bespoke design.
- Contact us to arrange your bespoke consultation. Over an appointment with one of our associates, you’ll learn about diamonds and our procurement process, time lines, ring sizing, and the final details such as delivery options.
If you happen to be in the New York City area, you’re welcome to book your appointment in-store. Feeling spontaneous? Simply walk in and speak with an associate during business hours.
Create a one-of-a-kind ceremonial ring or future heirloom with the help of our Fine Jewelry experts. Our custom approach is tailored to you, and grounded in your unique love story. Begin the experience with a private consultation with Anna, and learn about our original creative process—from design inspiration and diamond education to metal selection and stone sourcing. We know that this process may be unfamiliar to many of our customers, and are committed to providing the highest levels of service, consideration and care. Custom commissions are by appointment only; please call 212 925 7010 to make your appointment today.
We love working with Heirloom stones, but need to first ensure that the stone is suitable. We ask that clients provide a few specific details to make this determination; quality and condition will inform if and how a stone may be used, while the shape, color and cut relate to the possible design. Please send a photograph and as much information on the stone as possible, including carat size, millimeter dimensions and GIA certification if applicable.
Please have your stone appraised prior to your appointment to determine its valuation.
We’re happy to work remotely, and take pride in serving people all over the world with both bespoke and custom orders. E-mail or call us at 212 925 7010 to arrange a consultation via phone or Skype.
Please allow 2-5 days for us to respond as custom queries require extra time and attention.
Our bespoke and custom pieces can usually be made to order in 4–6 weeks from the date the order is finalized. We provide rush services whenever possible, though fees may apply.
We provide hand engraving services. Engraving typically adds five to ten business days to standard order fulfillment. Please note all engraved pieces will be final sale.
We ship all domestic parcels via UPS. Orders valued at above $300 receive complementary shipping via UPS 2 Day. Other shipping options include domestic Next Day shipping ($30), domestic Standard Shipping ($10), and International Priority via FedEx ($75, does not include duties and taxes). All of our pieces are fully insured while in transit, and must be signed for when received.
We serve customers around the world via FedEx International Priority. Shipping times vary, depending on the destination country, and take approximately 3–15 business days. All pieces are fully insured during transit time and are subject to all duties and taxes imposed by the destination country.
Product availability and production timelines are listed on the product page for the item. Pieces that are in-stock will ship in 1-3 business days. If you are looking for an Engagement Ring that is in-stock, please see our In Stock Engagement Rings collection. Additionally, we have collections for in-stock Bands and in-stock Fine Jewelry.
Returns, Exchanges & Cancellations
If you are not satisfied with your purchase, please email our customer service department at firstname.lastname@example.org. Your request for return will be answered by our customer service team within 1-3 business days, and will provide further instructions for sending in your return.
All orders for Rings (engagement rings, wedding bands, cocktail rings, etc.) placed after May 1st, 2021, will incur a 10% restocking fee (not to exceed $500) for returned items . Items being exchanged for another item will not incur the 10% restocking fee.
All orders for Rings and bands (engagement rings, wedding bands, cocktail rings, etc.) placed after May 1st, 2021, will incur a 10% restocking fee (not to exceed $500) for returned items . Items being exchanged for another item will not incur the 10% restocking fee.
After your return has been confirmed via email with our sales team, please ship your return or exchange with its original packaging via a parcel service that is traceable and insured. We highly recommend insuring your parcel as we are not responsible for returns lost in the mail. The client is responsible for all shipping costs. Please allow 1-3 business days for us to process your return upon receipt. Original shipping charges (if applicable) will not be refunded.
Please allow 1-3 business days for us to process your return upon receipt. Original shipping charges (if applicable) will not be refunded. Please allow 3-5 business days for the credit to appear on your account.
Customized, engraved, and Bespoke jewelry orders are final sale. Gift Cards, accessories, and home goods such as jewelry cleaners, books, and pottery are final sale.
Please email our team at email@example.com to request a cancellation. Any cancellations of standard orders must be done within 2 business days of order to avoid any additional fees or charges.
Appraisals, Insurance, Warranties
We are happy to provide you with an evaluation report once your purchase is complete. Evaluation reports document the retail value of each piece for insurance purposes. Please note, however, that an evaluation report is not an appraisal. A formal appraisal requires an independent assessment by a certified appraiser, and is unfortunately not a service that we can offer.
We always recommend that you insure your jewelry, but do not offer insurance through Anna Sheffield.
We provide a one-year warranty on all of our jewelry from the date of completion. If any issues arise in the first year, we will repair your piece free of charge. It is your responsibility to ship and insure your jewelry; Anna Sheffield Jewelry will return your piece insured once repaired.
In or out of warranty, we are always happy to repair damaged pieces. Fees for this service vary according to the extent of repair.
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