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Frequently Asked Questions

About Us

Who are we?
Build A Jewel is an online retailer specializing is custom made personalized jewelry, crafted from all types of precious metals. All our items are made to order in North America and shipped to customers worldwide.
Where are you located?
Build A Jewel operates exclusively online and is based out of Montreal, Canada. All of our personalized jewelry items are manufactured and shipped from the United States and Canada.
Do you have any storefronts?
No, Build A Jewel operates strictly online. This allows us to offer extremely competitive pricing thanks to our low overhead.
Do you offer a warranty on your jewelry?
Yes, all our items include a 365 day warranty against manufacturing defects. The warranty becomes void if the product has been subjected to mis-use or has been altered by anyone other than anyone from the Build A Jewel team. View our warranty information page for more details.
What are your hours of operation?
Our office hours are Monday to Friday from 9am to 5:30pm EST. You can reach us by phone, email or live chat. For more information view our contacts us page.
How can you offer such low prices?
Build A Jewel is an online-only retailer, without physical storefronts. In addition, we do not carry inventory since all of our items are made to order. All of this allows us to keep our expenses very low and in return, we are able to pass on the savings to you, the customer.


What is the difference between 10K, 14K and 18K Gold?
Gold, in its pure form, is very soft and malleable, therefore it needs to be mixed with various metal alloys such as silver, copper, zinc, platinum or palladium in order to harden it enough to be crafted into jewelry. In it's pure form, gold has a purity of 24 Karats. 10K, 14K and 18K gold have varying degrees of pure gold content.
  • 10K gold, also known as 417 gold, contains 10 parts gold and 14 parts alloy metals, making it 41.7% gold
  • 14K gold, also known as 585 gold, contains 14 parts gold and 10 parts alloy metals, making it 58.5% gold
  • 18K gold, also known as 750 gold, contains 18 parts gold and 6 parts alloy metals, making it 75% gold
What is Silver?
925 Silver is often alloyed with small quantities of copper or other metals. The copper or other metals are added to strengthen the silver and the resulting product is 925 Sterling Silver, a blend of 92.5% pure silver and 7.5% alloy metals


What metal type and color options can I choose?
We strive to offer the full personalized jewelry experience, which is why we offer all of our items in 4 metal options, Sterling Silver, 10K gold, 14K gold and 18K gold. Furthermore, you can choose between 3 metallic tones for each of these metal types; 1) Silver or White Gold, 2) Gold Plated/ Solid Gold, 3) Rose Gold Plated / Solid Rose Gold.
What is the difference between our light, thick and heavy pendant thicknesses?
By altering the thickness of our items, we are able to offer various pricing points to our customers. A light pendant will be slightly thinner than a thicker one making it more affordable. A heavy pendant will contain more precious metal compared to the light or thick pendants.
What is the difference between the different pendant sizes and widths?
All of our items are 100% customizable, allowing you to personalized virtually every aspect of your jewelry item. Although you can contact us for custom sizing, we do offer all of our necklaces in 3-4 different pendant sizes (width), ranging from small to over-sized. Everyone's different, why not choose the item size that best suits you!
Do you offer different chain options?
For the moment we only carry the rolo chain, which is the most popular for necklaces and bracelets. Rolo chains are timeless yet elegant and are much more solid than the standard Cable or Rope chains that our competitors offer. Although we only carry one chain style, do not hesitate to contact us for special chain requests.
Can I get thicker chain for my necklace or bracelet?
Yes, we currently offer 2 chain thickness options, regular and double. Regular chains are approximately 1.5mm in diameter of each link in the chain, with the double thickness coming in at an average of 3mm.
What are your engraving options?
Build A Jewel offers a wide range of Engravable Jewelry. We have over 60 popular engraved necklace designs, with engravings offered free-of-charge. Choose from over 5 different fonts and engrave any name, message or special date.
Can I add a birthstone or diamond to my item?
Yes, you can further personalize your jewelry item by adding a birthstone of any color. Choose between genuine stones, such as diamonds or sapphires or high grade synthetic stones. These stones can be set within the actual piece, or dangling as a charm from your personalized item.


How do I place an order?
Our website was built with user-friendliness in mind. You may place an order online and fully customize your item from the comfort of your home. The preferred method of ordering is online via our website. If desired, you may contact us by phone or email to place your order.
When will my order be processed?
Orders are processed on a first-come, first-served basis. Order processing will start as soon as you have checked out and submitted your payment. Please keep in mind that there is a manufacturing lead time of 2-4 business days before your order leaves our factory.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Discover, JCB, Diners Club including debit and prepaid cards as well as Paypal. Choose your ideal payment method at checkout.
Do you offer payment plans?
You may use Paypal Credit to finance your purchases. No payments and no interest if paid in full in 6 months on purchases of $99 or more. For more information, visit
I already placed my order, can I make any changes?
All orders are sent to our craftsmen within 2 hours of checking out. If you have any changes to make, please contact us as soon as possible. Once your item has entered the manufacturing state, it will most likely no longer be possible to modify it.


Do you offer free shipping?
Yes, we offer free standard shipping to all our customers in the United States and Canada. You may opt for expedited shipping for an additional fee which will be available to you during checkout. View our shipping information page for more details.
How long will it take to receive my order?
All of our personalized jewelry items have a manufacturing lead time of 2-4 business days to craft and polish. Once manufacturing is done and your order leaves our warehouse it will take 3-5 business days to arrive to your door with our free standard shipping option. If you opt for the expedited shipping, transit time from our warehouse to your door will be reduced to 1-2 business days.
Who do you use to ship?
We use Fedex and USPS to ship our all orders. All packages are insured for loss or theft and include a tracking number that will allow you to keep tabs on the shipment's progress.
What countries do you currently ship to?
We ship internationally. Although free shipping is only offered to the United States and Canada, you may pay a small shipping fee to have your order shipped anywhere around the world.
Do you ship to APO's, FPO's and PO Boxes?
Yes, however, shipping may be delayed if shipping to APO's, FPO's and PO Boxes.


What is your return policy?
Here at Build A Jewel, customer satisfaction is our number 1 priority. If your receive an incorrect or damaged order, please notify our customer service team immediately in order to receive a full refund or exchange of your purchase. Due to the fact that we manufacturer our own jewelry, we can work with you to adjust, fix or replace any item. In the event that a customer would like to return the personalized item, an industry standard 30% re-fabrication fee will be charged for silver and 50% for gold. This is due to the fact that personalized jewelry items are unique to one customer and it will have to be re-worked to be usable again. For more information, pleass view our return policy page.
Do I have to pay for return shipping?
Yes, you are responsible for return shipping. Please ship your items back within 30 days of receipt using an insured and traceable shipping carrier of your choice. We are not liable for returned items lost or stolen in the mail.