Frequently Asked Questions

Have a Question? We’re Here to Help!

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Can I Change an Item in My Order?

Once an order is placed, we cannot update any items in the order. You would then need to place a new order with the updated items. We also offer FREE returns and exchanges on all U.S. orders. You can make a return or exchange in-store or start your return online.

If you still have questions, please contact us by phone at 1-800-283-1770, by email at customerservice@jamesavery.com or by live chat.

Can I Change the Shipping Address on My Order?

We are unable to make any changes to the shipping address after the order has been placed. We apologize for the inconvenience.

I Placed my Order, but I Found Another Item I Want to Add. Can I Add it to My Order?

Once an order is placed, the next order is treated as a totally separate order. If the item(s) are in stock, we will ship the new order within 24 hours.

How Do I Cancel My Order?

Orders are processed quickly, leaving a short window of time to adjust and/or make cancellations. To change an order, contact Customer Service as soon as possible. Our team will do their best to accommodate requests.

You can reach Customer Service at 1-800-283-1770, Monday through Friday from 8 a.m. to 8 p.m. (CT), Saturday 9 a.m. to 5 p.m. and Sunday 12 p.m. to 6 p.m

I Saw an Item I Wanted in Last Year's Catalog, But Now I Can't Find it in the Current Catalog. Is it Still Possible to Order this Item?

Yes, if it is still in our active line it can be ordered. We have limited space in our catalogs and we try to highlight new items introduced in our line plus many of our best-selling items. All items in our active line may be viewed online. Prices are subject to change without notice. Please contact Customer Service if you have any questions.

Do You Offer Free Shipping?

Yes! We offer FREE 2-Day Shipping on all orders within the United States (2-3 days USPS Priority to PO Boxes/APO/FPO and US territories). For more details on available shipping options and estimated delivery times, please visit our Shipping Information page.

Do You Offer In-Store or Curbside Pickup?

Yes, we offer Buy Online, Pick-up in Store at all James Avery store locations. Select locations also offer Curbside Pickup. Learn more about ordering online with in-store or curbside pickup.

I Have a Relative in the Armed Forces. Can you Ship to Them?

Yes, we can ship by standard delivery service to APO/FPO addresses. Charges vary and we are prohibited from shipping to some foreign countries.

Can I Return or Exhange My Items?

Yes, we offer FREE returns and exchanges on all U.S. orders that comply with our Returns and Exchanges Policy.

How Do I Clean & Care for My James Avery Jewelry?

Polishing jewelry regularly will take care of most tarnishing and cleaning problems and help reduce the chance of skin irritation. We recommend a lint-free polishing cloth, like our Bronze and Silver Polishing Cloth. If your jewelry needs a little more attention than gentle polishing, use a mild solution of lukewarm water and soap with a soft brush. Avoid the use of harsh chemical dips. Gemstones and pearls require special care, so we recommend they be professionally cleaned. To learn more, see our Jewelry Care and Safety Tips.

How Should I Store My Jewelry?

To minimize the chance of scratches, separate your jewelry into a compartmentalized box, and store each design in one of our soft flannel pouches. Keeping your sterling silver jewelry in air-tight plastic bags or containers also helps minimize tarnishing. Storing your jewelry somewhere with relatively low humidity will also minimize oxidation issues, i.e. don’t leave them in a bathroom or near showers.

Are James Avery Ear Post Hypoallergenic?

All James Avery ear posts and ear wires are made of nickel-free sterling silver, the same alloy used in all our sterling silver jewelry. People who are not sensitive to silver or copper should not experience any allergic reaction.

Why Does My Jewelry Sometimes Leave a Black Residue on My Clothing or Skin?

Certain types of cosmetics contain chemicals that can abrade your jewelry and cause a sort of metallic dust. This metallic dust often appears black and can cause smudges on your skin or clothing. To avoid this, put your jewelry on after applying cosmetics.

Black smudges may also be caused by corrosion due to perspiration, exposure to salts and exposure to hydrogen sulfide gas (present in polluted air and industrial chemicals). To avoid these smudges, we recommend that you do not wear your jewelry while handling chemicals or products containing sulfur. Gently polish your jewelry often to remove tarnish.

Why Do I Occasionaly Have Skin Irritation When Wearing My Jewlery?

Some people occasionally experience burning, itching and/or redness, usually on the skin beneath rings. This condition may be due to the build-up of soaps, detergents, waxes and/or creams. To avoid skin irritation, do not wear your rings when using cleaning products or lotions. Cleaning your jewelry frequently prevents most causes of irritation, and you can find more helpful cleaning information on our Jewelry Care and Safety Tips page. If you still have concerns, please don’t hesitate to visit a store near you or contact Customer Service.

Why Are Some Lab-Created Gemstones More Expensive Than Natural Stones?

Regardless of whether they are natural or lab-created, our gemstone prices vary based on whether they are precious or semi-precious stones, their availability, quality, development and production costs. You can find further details on our Gemstone Information page.

Is James Avery Jewelry Priced and Sold by the Metal Weight of the Design?

James Avery jewelry is priced based on the intrinsic and artistic value of the design, the labor to create the design, as well as the metal content. Due to various jewelry making techniques such as casting, cutting, finishing and polishing, the weight of each individual piece will vary slightly.

What Can I Do if I Lose One Earring

We know it’s frustrating to lose a favorite earring, but we can help. Our Earring Exchange Policy has two simple steps:

1. Return your remaining earring.

2. Purchase a new pair of earrings for half of the current price.

Please note, this cannot be applied to retired earring designs. We apologize for any inconvenience.

How Much Does it Cost to Have Charms Added to My Charm Bracelet?

We are happy to solder James Avery charms for you. First-time solders of our charms are complimentary. To have a James Avery charm moved or re-soldered, there is a $5.00 charge for each sterling silver solder and a $10.00 charge for each 14K gold solder. If you need several charms soldered to one item, please specify the location and spacing you would like for each of the charms.

Do You Offer Custom Engraving?

Many of our designs can be engraved. While shopping on our website, look for the engravable flag for these designs. Click the “Engrave” button before adding the design to your bag, and use the engraving preview tool to play with messages, fonts and symbols. You can also visit a store to have an Associate assist you with your engraving. For further details and pricing, visit our Engraving Guide.

Can My James Avery Ring Be Re-Sized?

We do offer ring re-sizing, however, sizing options vary depending on the ring. Stop by a local store or contact Customer Service for further assistance.

My Jewelry Broke, Can You Fix It?

If one of your treasured pieces becomes damaged or needs extra attention, please bring it to your local store for an evaluation or contact Customer Service. Many stores can re-attach charms that come unsoldered, fix clasps or re-shape rings. More extensive repairs may need to be sent to our Product Care team in Kerrville, TX.

Can I Have My James Avery jewelry Altered or Refurbished?

We offer minor alterations on most of our items, refurbishing and sizing at a reasonable fee. Visit your local store or contact Customer Service for further details.

What is Klarna and How Do I Sign Up?

Klarna is an alternate payment method that allows you to split your purchase into 4 interest-free payments. If your cart is eligible, you will be able to select Klarna as a payment method during checkout. Your purchase will be split into 4 interest-free payments. After your order is shipped, you will be charged for the first payment. Klarna will send a notification once the payment has been processed. The remaining three payments will be automatically charged to your card bi-weekly afterwards. You will be informed ahead of time before the next payments.

What Are the Conditions to Sign Up?

To sign up, you will need:

1. A US-issued debit or credit card

2. To be 18 years of age or over

3. An SMS-capable phone number

4. A US residential address

Which Payment Methods Are Accepted?

Klarna currently accepts most debit and credit cards (i.e., Mastercard, Visa, Discover, American Express). Please note, prepaid cards are not accepted.

Has Klarna Received My Payment?

Klarna will send an email confirmation for all completed payments. You can also call or live chat with Klarna’s customer service agents 24/7 to confirm payment.

What Happens if I don’t Pay for My Order?

Klarna will automatically attempt to collect payment for your purchase from the card that you entered at checkout. You can find out when your payments will be collected in the email that you received at the time of purchase or by logging into your Klarna account. If you need extra time to make a payment, simply log into the Klarna app, go to the “Purchases” page, and select “Payment Options,” then “Extend due date.”

If the automatic payment fails, Klarna will try again after 7 days. If this payment also fails, Klarna will make another attempt after a further 7 days (14 days after the date of the first attempt). Your credit score will not be impacted by using Klarna’s Pay in 4 payments product even if you have failed to pay on time.

What Happens if I Make a Return?

All Klarna orders will be refunded to the original form of payment and processed within your Klarna account. Please visit Klarna’s returns FAQ page for more details.

Klarna Disclosures

See payment terms here. A higher initial payment may be required for some consumers. CA resident loans made or arranged pursuant to a California Financing Law license.

We’re Always Here to Help!

Don’t see your question here? Check out Klarna’s full FAQ page. You can reach Klarna anytime at www.klarna.com/us/customer-service/ or by downloading the Klarna app.

Do You Have James Avery Gift Cards?

Yes, gift cards are available in predetermined amounts. You may order a James Avery gift card online, in-store or by calling Customer Service.

How Do I Check My Gift Card Balance?

With your gift card number ready, you can easily check the balance of your gift card online.

Do You Offer Gift Packaging for Online Order?

We will enclose the jewelry you select in a protective flannel pouch inside our signature James Avery coral box. Your gift is then placed inside a cream microfiber bag for gift presentation. If you wish, you can add a personal message to your order during checkout. The message will be placed on a complimentary enclosed card.

How Do I Find My Ring Size - or the Ring Size of a Friend or Loved One?

All James Avery rings are available in whole and half sizes. View and download our printable Ring Size Guide or contact Customer Service to order a free set of sizing rings.

How Do I Find My Bracelet Size - or the Bracelet Size of a Friend or Loved One??

James Avery bracelet sizes vary by circumference or diameter, depending on the type of bracelet. View and download our printable Bracelet Size Guide to measure your size from the comfort of home, or you can visit your local store to try on different sizes.

How Do I Know Which Chain or Necklace Length to Choose?

At James Avery, we offer a wide range of lengths and styles for our necklaces and chains. Visit our Necklace and Chain Guide to help find just the right fit – whether you’re shopping for yourself or looking for a gift.

How Do I Find My Birthstone - or the Birthstone of a Friend or Loved One?

The Birthstone Guide shows the Avery birthstone for every month of the year and is an easy way to shop our birthstone collection.

Do You Have a Military or First Responder Discount?

As a way of expressing our gratitude to the women and men who serve (or have served) our country and its citizens, we are pleased to offer a 10% in-store discount to all service members (active, reserve, retired or veterans) and first responders plus their spouses and dependents. Simply bring a valid ID mentioned in the list below and present it when making an in-store purchase.*

For identification requirements and additional details, see our Coupons and Promo Codes page.

*Both the Military and First Responder Discounts are established for personal purchases and cannot be used for previous sales or the purchase of gift cards or services including engraving. Only one of these discounts may be applied and it cannot be used with any other offer, coupon, promotion or discount. Valid in James Avery stores and Airport locations. Not offered online or at Dillard's. We reserve the right to cancel or modify this program at any time at our sole discretion or to discontinue an individual’s discount based on evidence of misuse. Service members include active, reserve or retired members of the US Army, US Navy, US Air Force, US Marine Corps, US Coast Guard and the National Guard. Veteran includes all individuals who received an honorable, under honorable condition or general discharge. First responders are those designated to arrive first at the scene of emergencies and who are trained to provide assistance, including police officers, sheriffs and deputies, state troopers, U.S. border patrol officers, firefighters (paid and volunteer), emergency medical service dispatchers and persons who have First Responder indicated on their employer-issued identification badge.

Do You Have a Clergy Discount?

Yes, we offer a 10% in-store discount to all active clergy. Simply bring identification (e.g. a business card) and present it at checkout in-store.

I Saw a Discount or Offer on Facebook, but it Looks Suspicious. Is it Legitimate?

Occasionally we will offer seasonal promotions in the form of percentage discounts, gift codes and annual charm promotion events. We also offer occasional sweepstakes or giveaways to celebrate events. Always confirm any James Avery offer you see on social media is coming from our official social media channels (verified by a blue checkmark by our profile name).

PLEASE NOTE: JamesAvery.com is the official website of James Avery Artisan Jewelry. Our official jewelry line is ONLY available for purchase online at JamesAvery.com, Dillards.com and ShopMyExchange.com.

How Do I Know if My James Avery Purchase Was on a Legitimate Wesite and Not a Fake Website?

While we understand that everyone loves a good deal, please be aware that if you encounter James Avery jewelry being offered at a price that seems too good to be true, it is likely the offer is coming from a fraudulent third party. These third parties may use the James Avery name, logo, images and other James Avery material to mislead shoppers, often offering coupons or discounts that will expire unless acted upon quickly. A good rule of thumb is that if a discount or sale is not being advertised on JamesAvery.com or on the official James Avery social media channels (verified by a blue checkmark by the profile name), the transaction may not be safe.

If you have questions about the authenticity of an offer or advertisement you encounter, please contact Customer Service.

If you encounter an offer or advertisement that did not come directly from us, or from Dillard’s, please report them by emailing riskmanagement@jamesavery.com. You may also report them to the Federal Trade Commission.

Is the Hardware Sterling Silver?

No, sterling silver and leather don’t always work well together. Sterling can tarnish and damage the leather finish. Our decorative hardware is cast in bronze, then finished with a nickel plating specifically designed to have a similar finish to our sterling jewelry.

Where Can I get My Handbag and Handbag Accessories Embossed?

Currently we are only embossing in our Discovery Center and Store locations. To find one near you visit our store locator.

Do You Have a Clergy Discount?

Yes, we offer a 10% in-store discount to all active clergy. Simply bring identification (e.g. a business card) and present it at checkout in-store.

Why is James Avery Making Handbags?

We added men’s leather wallets several years ago, which have been well received by our Customers. Adding handbags felt like the right next step, but we value our Customers’ input, which is why we are running a limited test.

How do I Clean My Avery Handbag?

Keep the outside of our handbag dry and avoid harsh chemical cleaners. The inside of the bag is water resistant and can be cleaned with a damp cloth. You can bring your Avery handbag to any store that sells Avery Collection Handbags for a free cleaning.

Are the Handbags 100% Leather?

Yes, with the exception of the inside of our bags, where we have added a protective finish to the leather to make the inside of the bags water-resistant. (This helps with makeup, water and other spills common to handbags.) Simply wipe the interior with a damp cloth and your bag is clean. All our handbags are made with quality Italian leather. You will notice some natural variations in color and texture of the leather.

Do the Handbags Come With a Warranty?

Yes! We offer a 1-year warranty with our handbags and small leather goods for manufacturing defects only. We cannot replace bags damaged by normal wear and tear.

Can I Return or Exchange My Avery Handbag?

See our Returns and Exchanges Policy for further details.

Is There a James Avery Store Near Me?

Visit our store locator to find a store near you.

Can I Take a Tour of Where the Jewelry is Made?

We welcome visitors to stop by our Kerrville Retail Store and Visitor Center, where you may view various videos about the company, design inspirations and the jewelry making process from start to finish. Visit during our regular retail store hours Monday through Saturday 9:00 a.m. to 6:00 p.m., and Sundays 12:00 p.m. to 6:00 p.m. We’d love to see you!

Are You Hiring? Who Do I Contact About a Job?

For current job opportunities, please visit our Careers page. For more information or to speak to an Employment Specialist, please call our Human Resources department at 1-800-522-2303.

How Did James Avery Artisan Jewelry Start? Is the Company Still Family-Owned?

To learn more about the history of the company and where we are now, visit our About Us page.

How Does James Avery Donate to Charities or Non-Profit Organizations?

Just as we forge silver and gold to make jewelry, we forge hope through support of nonprofit organizations in communities where we live and work. Why? Because our founder James Avery believed “giving is what it’s all about” and because it’s just the right thing to do. Learn more about our Forging Hope charitable giving program.

Do You Offer Franchises or Wholesale Dealerships?

While we do not offer franchises, we are open to reviewing wholesale opportunities with regional or national chains. For inquiries, please email rob.mitchell@jamesavery.com, Director of Wholesale and Business Development.

Customer Service Hours

Monday - Friday: 8:00am - 8pm (CT)
Saturday: 9:00am - 5pm
Sunday: 12:00pm - 6pm (CT)
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