Frequently Asked Questions
Frequently Asked Questions
ABOUT OUR JEWELRY
Are James Avery ear posts hypoallergenic?
All James Avery ear posts and ear wires on sterling silver earrings are made of nickel-free sterling silver, the same alloy used in our sterling silver jewelry. People who are not sensitive to silver or copper should not experience any allergic reaction.
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 and 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:
- Return your remaining earring.
- 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.
I have selected several charms that I would like to have soldered on a charm bracelet. What do you charge for this service?
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 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.
I’m not sure of my ring size. How can I find out what size I wear?
The width of the band is an important factor to consider when measuring for a ring. Generally, a tapered ring will fit your normal ring size while a ring with a band ¼" or wider requires a half size larger. All James Avery rings are available in full and half sizes. For your convenience, download our printable Ring Size Guide or contact Customer Service to order a free set of sizing rings.
CARE & CLEANING
How do I properly clean and care for my James Avery purchase?
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 which we have available. If your jewelry needs a little more attention than gentle polishing, use a mild detergent and warm water with a soft brush. Avoid the use of harsh chemical dips and only allow a professional jeweler to clean your jewelry. Gemstones and pearls require special care, so we recommend they be professionally cleaned as well. To learn more, see our Care and Cleaning Guide.
How should I properly store my jewelry?
To minimize the chance of scratches, separate your jewelry into a compartmentalized box, and store it in one of our soft flannel pouches.
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, causing a sort of metallic dust. This metallic dust often appears black and can cause smudges on your skin or clothing. To avoid this problem, put on your jewelry after applying your 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, some www.jamesavery.comdstuffs and industrial chemicals). To avoid these smudges, we recommend that you do not wear your jewelry while handling chemicals or products containing sulfur, and gently polish your jewelry often to remove tarnish.
Why do I occasionally have skin irritation when wearing my ring?
Some people occasionally experience a 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, which also cause a dulling film on your jewelry. To avoid skin irritation and to keep your jewelry bright, do not wear your rings when using cleaning products or lotions, and clean your rings frequently.
Do you have James Avery gift cards?
Yes, we have gift cards available and you may order our gift cards in predetermined amounts. You may order a James Avery gift card online, in-store or by calling Customer Service.
How do I check the balance of my gift card?
You may check the balance of your gift card online or contact Customer Service for further assistance.
Why is the Avery Collection only available in select stores?We wanted to launch in a limited number of stores to understand whether our Customers are interested in handbags from James Avery Artisan Jewelery. If we find that there is interest, we plan to roll them out to additional stores and JamesAvery.com.
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 Avery Collection Handbag's Accessories embossed?Currently we are only embossing in our Discovery Center and Store locations. To find one near you visit our store locator.
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 Collection 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 Collection Handbag to any store that sells Avery Collection Handbags for a free cleaning.
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. Beyond the warranty for manufacturer defects, repairs are offered at set fees.
Bring your bag to any James Avery retail location, email Customer Service at email@example.com or complete the repair request form and send the form and your item to the address below. We recommend using an insured and trackable service such as UPS or FedEx.
For UPS and FedEx Delivery:
James Avery Artisan Jewelry
145 Avery Road
Kerrville, Texas 78028
James Avery Artisan Jewelry
P.O. Box 291367
Kerrville, TX 78029-1367
Are the Avery Collection 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 of 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.
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 active service members, retired military, veterans, first responders and their spouses and dependents. Simply bring a valid ID mentioned in the list below and present it when making an in-store purchase.*
- Veteran's Identification Card (VIC)
- Veteran Health Identification Card (VHIC)
- Common Access Card
- Uniformed Services Identification Card Active Duty
- State Driver's License and/or Identification with veteran's designation
- Police/Sherriff/State Trooper/U.S. Border Patrol Officer badge or ID card
- Firefighter badge or ID card
- Emergency Medical Service Personnel badge or ID card
- Emergency Services Dispatcher badge or ID card
- Agencies that have First Responder indicated on their badge, i.e. Government agencies, Refineries
*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. US armed forces 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 officer, firefighters (paid and volunteer), emergency medical service dispatcher and persons who have First Responder indicated on their employer-issued identification badge.
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. 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.
I placed my order yesterday, but today I found another item I want to add to my order. What should I do?
Once an order is completed, the next order is treated as a totally separate order. Another order will have to be placed. If the item(s) are in stock, we will ship within 24 hours.
I am purchasing a gift online. Do you have gift packaging?
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 coral organza bag for gift presentation. If you wish, we will add your personal message on an enclosed card. These services are complimentary, of course. At James Avery we want to make your gift giving as special --- and as easy --- as we can.
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.
RETURNS & EXCHANGES
What is the James Avery Guarantee of satisfaction?
Each piece of James Avery jewelry in our current line is guaranteed to satisfy you in every way. If for any reason an item in our current line does not meet your full expectations, just return it in new condition with proof of purchase within 365 days for a refund, exchange, or James Avery gift card. After 365 days, or without proof of purchase, items in our current line that are in new condition are eligible for exchange or a James Avery gift card only.
Can I return, exchange, or have an item refurbished?
Yes, as long as it complies with our guarantee. For all returns, exchanges, and product care services we recommend you ship your merchandise using UPS, FedEx or U.S. Mail. Additional shipping charges are required to process your exchange. Please insure all items for the full retail price. If you are returning an item for credit or exchange, please include your credit card number and expiration date to enable us to process your request promptly. We offer minor alterations on most of our items, refurbishing and sizing at a reasonable fee.For UPS and FedEx Delivery:
145 Avery Road
Kerrville, Texas 78028
For U.S. Mail:
P.O. Box 291367
Kerrville, Texas 78029-1367
Do you offer franchises or wholesale dealerships?No, we do not offer franchises or wholesale dealerships. All James Avery retail stores are company owned and operated.
CONTACTLESS, CURBSIDE PICKUPSelect stores are open for Contactless, Curbside Pickup ONLY. Find a location.
Do you offer Contactless, Curbside Pickup?
Yes! For your protection, the protection of our Associates and in keeping with current state social distancing restrictions and guidelines, we are offering Contactless Curbside Pickup (where possible) when you make purchases using the Buy Online, Pick-up In Store option on JamesAvery.com.
Here's how it works:
1. Bring a valid I.D. We cannot allow anyone other than you to pick up your order, make sure you have your valid, government-issued, photo I.D. with the first and last names matching the name and billing address on the order. If possible, bring a printout of this email or be able to pull it up on your phone.
2. Park close to the door and call the phone number in your order confirmation email upon arrival. We will ask you for your make, model and color of your vehicle and license plate number so we can find you easily when we come out.
3. We'll check your I.D. Please don’t roll your window down. Simply hold your I.D. up to the window for us to see. It’s one way we keep things contactless.
4. Pop your trunk or have back seat door open. We'll place your order and receipt in your trunk or back. We regret that due to social distancing restrictions we cannot open packaging or show you jewelry in the parking lot.
Please pick your order up within 10 days. If you need more time or have any questions, feel free to call ahead during our business hours.
To see if your favorite location offers Contactless, Curbside Pickup, Contactless Drive Through Pickup, is practicing social distancing or remains temporarily closed per local guidelines search here.
Which items are eligible for Contactless, Curbside Pick-Up?We are unable to offer products with engraving at this time.
Can I drop off my items to be cleaned?At this time, we are unable to offer jewelry cleaning in-store, but please visit our Care and Cleaning offerings online.
Can I drop off items to get soldered?At this time we are unable to attach new purchases on existing bracelets
Can someone else pick up my order (friends or family)?No. We can not allow anyone other than the purchaser to pick an order up.
How long will you hold my order?Your order will be held up to 7 days for pick-up at which point your order will be cancelled. At this point no further action is required on your part. You will not be charged until your order has been picked up.
If an item is not available at my preferred location, can I select multiple stores for the same order?No, the process for checking to see if the inventory is available only checks one unique store. However, you can simply change the pick-up store location to another store to see if all the items are available at that alternative location.
Can I split the items on my order and curbside the ones that are available at my preferred store and have the remaining items shipped to my home or a gift recipient?No, we are unable to split shipments for store pick-up and ship to single or multiple addresses at this time.
What are the curbside pickup hours?Monday through Saturday 10 a.m. to 6 p.m. and Sunday Noon to 6 p.m.
What if I placed an order for order online and pick-up in your store after the store was closed?Your order will be packed and ready for pick-up the next day the store is open for curbside. We will send you an email as soon as it is ready.
What happens if there is a problem with my order?If for some reason the store is unable to service your request, within 4 business hours you will receive an email from one of our Customer Service representatives informing you of the issue and how you would like to disposition your order.
How do I return my purchase?Please contact customer service regarding returns.
How do I cancel my purchase?To cancel an order placed using Buy Online, Pick-up in Store, contact our Customer Service Department for assistance at 1-800-283-1770 Monday through Friday 8 a.m. to 8 p.m. Central Time and Saturday
Still have questions?For further questions, or if you want to find out about the status of an order, please call our Customer Service Department at 1-800-283-1770, 8 a.m. to 8 p.m. Monday thought Friday, and from 9 a.m. to 5 p.m. Saturday, Central Time.
May people see the place where your jewelry is made?
Yes! We welcome visitors at our Kerrville Retail Store and Visitor's Center, where you may view various videos about the company, design inspirations and how our jewelry is made. Visit during our regular retail store hours Monday through Saturday 9:00 a.m. and 6:00 p.m., and Sundays 12:00 p.m. to 6:00 p.m.