FAQs & Customer Care
A little guidance, from our family to yours
How do I sign in or create an account?
Use your email address to sign in with a secure verification code. No password is required. To see your purchases, use the same email address you entered at checkout.
Can I check out without an account?
Yes. Guest checkout is always available. You can view your order through the link in your confirmation email or sign in later with the same email address.
Where can I see my orders and tracking?
Open My orders from your account. Once your piece ships, your order will include shipment tracking. Your shipping confirmation email also includes a tracking link.
How do favorites work?
Tap the heart beside a piece to save it. Sign in on the Favorites page to save your selections to your account and access them on another device. Favorites saved while browsing as a guest stay in that browser until you choose to save them to your account.
When is my payment collected?
Credit cards are authorized at checkout and charged after we review your order. Bank Wire and Zelle orders remain pending until we verify receipt. Full payment is required before production or diamond sourcing begins.
When will my piece ship?
Your product page shows its estimated ship date. Signature engagement rings and wedding bands generally take 2–3 weeks; made-to-order Signature earrings approximately 2 weeks; our pushback and screwback Lab Diamond Studs approximately 3 business days. Selected made-to-order pieces take 4–6 weeks. The individual product estimate takes precedence, and we will confirm timing for custom requests.
What does the estimated ship date mean?
It is the estimated date your piece leaves us, rather than the date it arrives. Production estimates begin once full payment and any required design details are confirmed. Each piece with a longer production time is handcrafted to order, with care in every detail.
Is shipping free?
We offer free 1–2 Day FedEx Shipping to the 48 contiguous states and Washington, DC. Shipping to Alaska and Hawaii is a flat $88 USD per order.
We currently ship within the 50 U.S. states and DC. International and U.S. territory shipping are not available at launch. Transit time begins after your order ships, separately from production time.
Will I need to sign for delivery?
An adult signature is required. We will contact you before shipping to coordinate delivery. Please choose an address where an adult will be available to receive your jewelry.
Can I request a date or change my order?
Contact us as soon as possible with your order number and request. We will confirm what is possible before promising a date or a change.
Does creating an account sign me up for marketing?
Creating an account does not require a marketing subscription. Order confirmations, sign-in codes and shipping updates are separate from optional news and offers.
Can I return my jewelry?
Eligible jewelry, including Lab Diamond Studs, may be returned within 30 days of delivery for Charles Jewelry store credit. Engagement rings, wedding bands, custom or personalized pieces, and selected fashion rings marked final sale are excluded. Please check the Lifetime Warranty & Returns section on your product page for its eligibility.
Request your return within 30 days of delivery. Pieces must be unworn, unaltered, and in their original condition, with original packaging and any accompanying certificates.
Submit our return request form with your order number and the piece you wish to return before sending it back. We will confirm eligibility and provide a complimentary prepaid return shipping label. Once your return has been received, inspected, and approved, we will issue Charles Jewelry store credit for the returned merchandise. Eligible returns are not refunded to the original payment method.
Engagement rings, wedding bands, custom or personalized pieces, and selected fashion rings identified as final sale are not eligible for change-of-mind returns or exchanges. Our lifetime limited manufacturing warranty still applies, as does complimentary resizing where eligible. If there is a manufacturing defect or a problem with the piece you received, please contact us so we can review it.
These policies do not limit your rights under applicable law.
Can I cancel my order?
You may cancel your order before production begins. Please submit your request through our Contact Us form as soon as possible, including your order number. Once production has begun, the order cannot be cancelled. Our team will confirm the status of your request and arrange the refund for an eligible cancellation.
Do you offer complimentary ring resizing?
We offer one complimentary resizing per ring, with no time limit. Eternity bands are excluded.
Please contact us before sending your ring so our jewelers can confirm the adjustment can be made safely while preserving its design. We will explain any design limitations and shipping arrangements before you send it.
What does your lifetime warranty cover?
Our lifetime limited warranty covers manufacturing defects in materials and workmanship. Covered defects will be repaired at no charge.
The warranty does not cover normal wear, accidental damage, misuse, loss, or theft. Damage caused by an alteration or repair is not a manufacturing defect.
To request service, use our Contact Us form with your order number and a description of the concern. Photographs are helpful for an initial review. Our jewelers will inspect the piece to determine the cause. If a repair is outside warranty coverage, we will provide a quote for your approval before beginning paid work.