FAQs: The Questions We Are Asked Most Often (2024)

Have a Question? We’re Here to Help!

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Payment Types

1. What payment methods are accepted?

We accept the following forms of payment, both online and in-store:
• Visa, MasterCard, American Express, Discover
• Apple Pay
• PayPal
• Klarna
• James Avery gift cards

Credit Cards

For added security, your billing address at JamesAvery.com must exactly match the address on file at your credit card company. The processing of your order may be delayed or denied if these addresses are different.

Apple Pay

Apple Pay is one of the most convenient ways to pay in-store and online at JamesAvery.com. Simply choose Apple Pay as your payment method at checkout when using your Apple iOS device to complete your purchase.

At online checkout, when finalizing your payment through Apply Pay, please ensure that the shipping address is correct before finalizing your order.


PayPal is a safe and efficient way to pay for your order on JamesAvery.com. PayPal enables you to securely send payments in-store and online with your credit card, bank account or PayPal account balance.

Simply choose PayPal as your payment method at checkout to complete your purchase. You will be directed to the PayPal login page to access your account securely. At online checkout, when finalizing your payment through PayPal, please ensure that the shipping address is correct before finalizing your order.


Klarna and James Avery have partnered to provide flexible and easy online payment options through a "buy now and pay later" method in-store and online. You will be directed to Klarna login page to access your account or to create an account securely.

For a detailed overview of how Klarna works, please visit the FAQ page for Klarna.

2. Why don’t I see Apple Pay as an option?

You need to be signed into your iCloud account to see Apple Pay as an option on JamesAvery.com. If you are shopping on JamesAvery.com, you need to use Safari as your web browser.

3. Can I combine payment types?

For in-store shopping, you can combine any payment types of your choosing. On JamesAvery.com, you can combine a James Avery gift card with any one credit/debit card, PayPal or Klarna. We cannot accept combined payments using Apple Pay or prepaid gift cards at this time.


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, AmericanExpress). 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 serviceagents 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 atcheckout. You can find out when your payments will be collected in the email that you received at thetime 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 “Extenddue date.”

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

Orders & Shipping

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 neworder with the updated items. We also offer FREE returns and exchanges on all U.S. orders. You can makea 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 or by livechat.

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 apologizefor 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 instock, 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. Tochange an order, contact Customer Service as soon as possible. Our team will do their best toaccommodate 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 CurrentCatalog. 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 wetry to highlight new items introduced in our line plus many of our best-selling items. All items in ouractive line may be viewed online. Prices are subject to change without notice. Please contact CustomerService if you have any questions.

Do You Offer Free Shipping?

Yes! We offer FREE Shipping on all orders within the United States (2-3 days USPS Priority to POBoxes/APO/FPO and US territories). For more details on available shipping options and estimated deliverytimes, 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 alsooffer 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 prohibitedfrom shipping to some foreign countries.

Free Returns and Exchanges

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.

About Our Jewelry

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 thechance of skin irritation. We recommend a lint-free polishing cloth, like our Bronze and SilverPolishing Cloth. If your jewelry needs a little more attention than gentle polishing, use a mildsolution of lukewarm water and soap with a soft brush. Avoid the use of harsh chemical dips. Gemstonesand pearls require special care, so we recommend they be professionally cleaned. To learn more, see ourJewelry Care and SafetyTips.

How Should I Store My Jewelry?

To minimize the chance of scratches, separate your jewelry into a compartmentalized box, and store eachdesign in one of our soft flannel pouches. Keeping your sterling silver jewelry in air-tight plasticbags or containers also helps minimize tarnishing. Storing your jewelry somewhere with relatively lowhumidity 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 inall our sterling silver jewelry. People who are not sensitive to silver or copper should not experienceany 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 metallicdust. This metallic dust often appears black and can cause smudges on your skin or clothing. To avoidthis, put your jewelry on after applying cosmetics.

Black smudges may also be caused by corrosion due to perspiration, exposure to salts and exposure tohydrogen sulfide gas (present in polluted air and industrial chemicals). To avoid these smudges, werecommend 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 skinirritation, do not wear your rings when using cleaning products or lotions. Cleaning your jewelryfrequently prevents most causes of irritation, and you can find more helpful cleaning information on ourJewelry Care and SafetyTips page. If you still have concerns, please don’t hesitate to visit a store nearyou or contactCustomer 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 areprecious or semi-precious stones, their availability, quality, development and production costs. You canfind 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 twosimple 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. Tohave a James Avery charm moved or re-soldered, there is a $5.00 charge for each sterling silver solderand a $10.00 charge for each 14K gold solder. If you need several charms soldered to one item, pleasespecify 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 forthese designs. Click the “Engrave” button before adding the design to your bag, and use the engravingpreview tool to play with messages, fonts and symbols. You can also visit a store to have an Associateassist 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 localstore or contactCustomer 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 yourlocal store for an evaluation or contact Customer Service. Many stores can re-attachcharms that come unsoldered, fix clasps or re-shape rings. More extensive repairs may need to be sent toour 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 localstore or contactCustomer Service for further details.

Gift Cards

Do You Have James Avery Gift Cards?

Yes, gift cards are available in predetermined amounts. You may order a James Avery gift cardonline, 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 Averycoral 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 acomplimentary enclosed card.

Sizing Tips & Guides

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 RingSize Guide or contact Customer Service to order a free set of sizingrings.

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 anddownload our printable Bracelet Size Guide to measure yoursize from the comfort of home, or you can visit your local store to try on differentsizes.

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 tohelp 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 theAvery birthstone for every month of the year and is an easy way to shop our birthstone collection.

Discounts & Promotions

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 itscitizens, 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 IDmentioned 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 beused for previous sales or the purchase of gift cards or services including engraving. Only one of thesediscounts 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 theright to cancel or modify this program at any time at our sole discretion or to discontinue anindividual’s discount based on evidence of misuse. Service members include active, reserve or retiredmembers 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 generaldischarge. First responders are those designated to arrive first at the scene of emergencies and who aretrained to provide assistance, including police officers, sheriffs and deputies, state troopers, U.S.border patrol officers, firefighters (paid and volunteer), emergency medical service dispatchers andpersons 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 businesscard) 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 annualcharm promotion events. We also offer occasional sweepstakes or giveaways to celebrate events. Alwaysconfirm 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 isthe official website of James Avery Artisan Jewelry. Our official jewelry line is ONLY available forpurchase 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 Averyjewelry being offered at a price that seems too good to be true, it is likely the offer is coming from afraudulent third party. These third parties may use the James Avery name, logo, images and other JamesAvery material to mislead shoppers, often offering coupons or discounts that will expire unless actedupon quickly. A good rule of thumb is that if a discount or sale is not being advertised onJamesAvery.com or on the official James Avery social media channels (verified by a blue checkmark by theprofile name), the transaction may not be safe.

If you have questions about the authenticity of an offer or advertisem*nt you encounter, please contact CustomerService.

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

Avery Handbag Collection

Is the Hardware Sterling Silver?

No, sterling silver and leather don’t always work well together. Sterling can tarnish and damage theleather finish. Our decorative hardware is cast in bronze, then finished with a nickel platingspecifically 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 storelocator.

Do You Have a Clergy Discount?

Yes, we offer a 10% in-store discount to all active clergy. Simply bring identification (e.g. a businesscard) 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. Addinghandbags felt like the right next step, but we value our Customers’ input, which is why we are running alimited 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 waterresistant and can be cleaned with a damp cloth. You can bring your Avery handbag to any store that sellsAvery 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 leatherto make the inside of the bags water-resistant. (This helps with makeup, water and other spills commonto handbags.) Simply wipe the interior with a damp cloth and your bag is clean. All our handbags aremade with quality Italian leather. You will notice some natural variations in color and texture of theleather.

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 forfurther details.

Our Company

Is There a James Avery Store Near Me?

Visit our storelocator 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 variousvideos about the company, design inspirations and the jewelry making process from start to finish. Visitduring our regular retail store hours Monday through Saturday 9:00 a.m. to 6:00 p.m., and Sundays 12:00p.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 orto 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 nonprofitorganizations 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 aboutour 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 ornational chains. For inquiries, please email rob.mitchell@jamesavery.com, Director of Wholesale andBusiness Development.

Email Us
Call Us1-800-283-1770

Customer Service Hours

Monday - Friday: 8:00am - 8pm (CT)

Saturday: 9:00am - 5pm

Sunday: 12:00pm - 6pm (CT)

FAQs: The Questions We Are Asked Most Often (3)

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