You are here: Home > FAQs

Sorella Jewelry FAQs

You'll also want to check out our Jewelry Guides

FAQ Categories 
 
 

FAQs;

  • Can I place an order over the phone? Absolutely. Orders can be placed 24/7 online and Mon-Fri 8am-5p EST by phone. Sometimes we're running around the studio and may miss your call, but please just leave a message and we'll get back to you shortly. 
    •  
  • If I order online, how do I provide additional information? On the checkout page there is an Order Comments field that you can enter as much information as you'd like. It's always helpful when customers provide any specific instructions such as a particular layout of the personalization. The more the better. We'll always follow up by email or phone if we have any questions.
    •  
  • Can I see what my piece will look like before I order? Unfortunately, no. A significant portion of the cost of personalized jewelry is the layout of the personalization. We don't simply plug your personalization into a set template, but rather lay out each piece individually in our CAD (computer-aided-design) software for the optimal visual presentation. Once you place an order, you can request a layout (in the Order Comments on the check out page or by phone or email) and we'll send you a CAD file of your layout for your approval and work with you to achieve the look you wanted. 
    •  
  • What is a CAD layout file? A CAD layout is a mechanical drawing used in the production of jewelry. It is sent upon request to customers to be used only for the purpose of showing the placement of their personalization. The CAD drawing is not an accurate representation of your final piece. For example, for a ring, the CAD file will show the ring laid out flat so that the complete customization can be seen. Additionally, all pieces in layouts are rendered in yellow, regardless of the metal ordered. Your piece will be created in the precious metal you chose when ordering. 
    •  
  • When I login to check on the status of my order it always says "Processing." Isn't this status ever updated? Unfortunately, the ecommerce platform that our shop runs on only has status options of "Processing" and "Shipped," so you'll only see a change when your order ships. Orders generally take two to three weeks from order to shipping, and you will receive a Shipping Confirmation email on the day your order ships. Additionally, you can always call or email us for a status update. We're always happy to provide an update. 

  • Do you offer payment terms? Unfortunately, we aren't able to offer payment terms directly, but we do partner with PayPal which has a new "Bill Me Later" program that gives you six months to pay on orders of $99 or greater with no interest! Just choose PayPal as your payment option and then choose "Bill Me Later" when you're directed to the PayPal site.
    •  
  • Are Gift Certificates Available? Yes, they are! We offer gift certificates in a variety of increments up to $500. For amounts higher than $500, simply buy several gift certificates or call or email us and we can create a gift certificate for you in your chosen amount. You can order them here: Gift Certificates

  • What locations do you ship to? Everywhere! We ship direct to all 50 states of the United States. For international customers, we've partnered with a trusted third-party company, Bongo International, to fulfill orders. Simply add any items you wish to purchase to your shopping cart and click on the orange "Outside the US?" button on the check out page. The items will automatically be transferred into a Bongo cart. You may pay with international credit cards, PayPal and bank wire transfers. Bongo will process your payment and guarantee delivery.
    •  
  • What are your shipping costs? All standard orders within the United States ship for free. We also offer a Six Business Day Rush Service. You'll find all information on shipping costs and options here: Shipping Info
    •  
  • Why do you require an adult signature at delivery? Your order is precious cargo and we wouldn't feel comfortable just leaving it on your doorstep. All of our orders are insured for delivery to an adult to make sure it reaches you. If you're not home when they deliver, they'll leave you a note to reschedule the delivery. If you would like to change your shipping address (i.e. a work address) prior to shipping, just email or call us.
    •  
  • Can I track the delivery of my order? Yes you can. On the day your order ships you'll receive a Shipping Confirmation email that will contain a UPS Tracking Number. Just enter this number on UPS.com and you can track the progress of your delivery and make plans to have someone home when they deliver.
    •  
  • How is Sorella Jewelry Packaged? Each Sorella piece is placed inside a sleek black-matte box lined in white satin and then placed in a second black-matte outer box for strength and protection. A polishing cloth and an anti-tarnish storage bag are included with each order. Personalized gift cards are available at no extra charge and Gift wrapping with signature silver paper and a purple ribbon and bow is available for $5 per item. Chinese Symbol pieces also come with a personalized translation card.

  • What kind of personalization can you add to your jewelry? The possibilities are quite endless (lettering, numbers, images, symbols, illustrations, etc.) But there are only two ways we have of placing personalization on our pieces, so everything needs to fit into one of these two categories. 
       
    • Fonts - A font is basically a style of lettering such as Times Roman or Arial. We have access to all of the fonts that come as a part of Microsoft programs (if you look at the fonts in your Microsoft Word software, you'll see all of the Microsoft fonts). We also have a collection of additional fonts that we can use, some of which you see on our website on our various product pages. If we already own the font you're interested in, we can often use it on one of our pieces for no additional charge. Be aware, however, that not all fonts are suitable for jewelry, in general, or for specific pieces. If there is a font you'd like to use that we don't own, you can buy it from fonts.com and email it to us. Before buying it, we recommend sending us an email with a link to the font and the specific piece you're interested in using it on so we can evaluate it for suitability.
      •  
    • Images - The second method for getting personalization onto our jewelry is with high resolution images. These images would preferably be in jpg format that are 300 dpi (dots per inch) or, if at the lower 72dpi resolution, at least 4 inches wide. The high resolution is needed so that all edges will be smooth and not pixelated (jagged). This is how we handle our Chinese Symbols - each translation is a high resolution image that we are able to convert into input to our CAD (computer-aided design) software. If you let your imagination flow, you'll see that this opens up huge possibilities -  logos, hieroglyphics, icons/line art, other symbols. Keep in mind, however, that images with too much detail aren't suitable for casting in precious metal.  

    •  
  • Can I add personalization in a language other than English? Oui. Si. Ja. Yes! Any language that uses the Latin Alphabet (that's what English uses) can be used with any of the fonts we offer. Just provide us with the personalization in the language of your choice and we'll take it from there. We also offer translations for Chinese and Hebrew, which do not use the Latin alphabet. For other languages/alphabets you'd need to provide us with a high resolution image of your personalization.

  • What precious metals do you offer? We work with the following precious metals: Platinum, Palladium, 18k Gold (yellow, white and rose), 14k Gold (yellow, white and rose), 10k Gold (yellow and white), and Sterling Silver. Most pieces are offered in this full range of precious metals, but you'll find the specific metals each piece is offered in on their individual product page. You'll find information on each of these precious metals in our Precious Metals Guide.
    •  
  • Do you create pieces in Stainless Steel (Titanium, Tungsten, Wood, Ceramic, Glass, etc.)? No, we create our pieces only in precious metals.
    •  
  • Why isn't the price for your pieces in platinum included on your website? The price of platinum is extremely dynamic and can fluctuate quite a bit from day to day. As platinum is the most expensive precious metal, these fluctuations have significant impact on our pricing. As a result, we quote prices for pieces in platinum on request with the quotes being valid for 48 hours. We can always re-quote if your time line is longer

  • What's the best way to determine ring size? The most accurate method is to have your finger professionally sized by a jeweler. Any jeweler will have a set of rings in all sizes that you can try on to determine the best fit. You'll also be able to have the size of an existing ring measured at a jewelry store, which can be helpful if the ring is to be a surprise. If it's absolutely impossible to get your finger or an existing ring to the jeweler for sizing, then the next best option is to use our Ring Sizing Chart to match up the inside circumference of an existing ring with the circles on the chart (Method B on the chart). The least accurate method is using the the paper ring sizer as it is easy to stretch out of shape. If using our chart, make sure to read the printing directions to ensure that it is printed out at the correct size.
    •  
  • Can personalized rings be resized? It is not usually possible to re-size personalized rings without distorting the personalization. If re-sizing can be done, it would only be a small increase or decrease (i.e. 1/4 size). There is no charge for re-sizing, but we cannot guarantee that it can be done. If the ring cannot be resized and has to be remade, there is a $225 fee. Please take the time to have your finger professionally sized at a jewelry store before ordering. We do not want you to have to have your ring re-made.br>
    •  
  • Are rings available in 1/4 sizes? Yes, they are! We don't include them in the size list on the site because it would make the ring size drop down box huge! To order a 1/4 size, simply choose the closest whole size from the drop down box and then add a note in the Order Comments on the check out page indicating the 1/4 size you'd like (i.e. 6 1/4) and we'll make it happen.
    •  
  • What is the size of <fill in product name>? We provide measurements for all of our pieces in the Product Features section on each product page. You'll find height and widths for the pieces themselves and gem sizes. The jewelry industry traditionally uses millimeters (mm) for measurements but we always convert one of the measurements for a piece into inches to give you a reference.

  • How should I care for my Sorella Jewelry? We recommend that you have your jewelry professionally cleaned at least once per year. Between professional cleanings, most gold and platinum jewelry can be maintained with a non-abrasive cleaner. Proper jewelry storage is important. Sorella jewelry is shipped in a protective box or pouch along with an anti-tarnish storage bag. Between wearings, we recommend that you store your jewelry in the anti-tarnish bag. Wearing your jewelry while showering, washing your hands, or applying lotions will accelerate tarnishing.
    •  
  • Why is the polishing cloth you sent with my order turning black? Jewelry polishing cloths are impregnated with special polish treatments and chemicals to clean the metal. When you rub your piece of jewelry with the cloth, the polish on the part of the cloth leaves the cloth. What’s left on the cloth is a black mark indicating that the polish is gone from that section. It’s not dirty. It’s simply the absence of polish. When the cloth is completely black, there’s no polish left and it should be discarded.
    •  
  • Why did my sterling silver jewelry turn black? I have other silver jewelry and this didn't happen. All precious metals will tarnish over time. Sterling silver will tarnish the quickest, especially when exposed to salt air and products containing sulfur, such as rubber bands and some papers. (Many of us may have "fond" memories of cleaning our grandmother's or mothers fine sterling silverware.)  Lotions, and even an individual's personal body chemistry, can also accelerate tarnishing. The presence or absence of these factors can result in different reactions in different situations. We 100% guarantee that Sorella only uses .925 sterling silver, the finest sterling silver. Read more about Jewelry Tarnish.

  • Do you offer discounts? We have an ongoing new customer discount of 5% off your entire order when you join our Friends Club. You'll find the sign-up for the Friends Club in the upper right order of every page on the website. We periodically offer additional discounts to our Friends Club members. Because personalized jewelry is custom made-to-order, one-of-a-kind jewelry and isn't sitting in inventory, there isn't as much room for us to offer deep and frequent discounts that you'll see on mass-produced jewelry from chain stores.
    •  
  • Do you offer quantity discounts? If you are ordering multiple copies of the exact same piece (i.e. same ring size, same personalization, etc.), we can often extend a quantity discount. This applies to quantities as small as two and as large as .. well...a gazillion. The discount will vary depending upon the specific piece, precious metal, and number ordered. Just call or email us to discuss.