FAQ

Support

Answers to the questions we hear most — from ordering and materials to fit and shipping.

Refund Policy

Because every piece is custom made to order for your exact impression, all sales are final — we're not able to offer refunds.

That said, we stand behind the quality of our work. If your piece arrives with a defect or an issue on our end, reach out to us and we'll make it right — whether that's a repair, a remake, or another solution that works for you.

Frequently Asked Questions

Ordering & Impressions

What's included in my impression kit?

Putty, trays, and step-by-step instructions for taking an accurate impression at home, along with prepaid return packaging.

What if I'm not confident in my impression?

Reach out to us before mailing it back and we'll help you troubleshoot to make sure it's ready to send.

Can I make changes after I've sent my impression?

Reach out as soon as possible and we'll do our best to accommodate changes before production begins.

Materials & Pricing

What metals do you offer?

10K, 14K, and 18K solid gold, sterling silver, and NPG, depending on the piece.

Shipping & Turnaround

How long does the whole process take?

Turnaround depends on your design and current order volume. We'll keep you updated at each stage, from the moment we receive your impression through completion.

Fit & Care

What if the fit isn't quite right when it arrives?