Frequently Asked Questions
What are your business hours?
We are available Monday-Friday from 10am-6pm EST. We are available for weekend or after hour consultations upon request. We try to respond to every email or submission through our contact form as soon as possible or within a 24-48 hour time period.
Do you have a storefront?
We do not currently have a retail location. If you would like to see any of our pieces, you can make an appointment to see the pieces in person at our Manhattan office, located at 580 5th avenue. Please note our office is by appointment only. We are a small company so we are happy to accommodate out of town visitors during our off hours.
Where are your pieces made?
We create the majority of our pieces in the New York City jewelry district. Some of our chains are handmade in Italy! Ashley Zhang is committed to creating designer jewelry focused on quality and craftsmanship and she works closely with highly skilled artisans to create each piece. Her unique designs are constructed in the finest materials of gold and platinum, micro-pave diamonds, and high quality certified diamonds. Ashley only works with ethically sourced stones and metals, most of the diamonds Ashley uses are reclaimed or repurposed stones. Each stone is hand selected by Ashley to ensure the highest quality.
Do you work with ethically sourced materials?
Yes, Ashley Zhang jewelry is committed to only working with ethically sourced stones and metals. Many of the stones sourced are repurposed, meaning a damaged antique stone that has been re-cut and repurposed into a modern cut. Ashley only works with recycled gold and metals. Any newly mined stones follow the Kimberly process or have been mined from Canada.
Can you make a custom ring?
Yes! We can create any custom design you would like. To learn about our custom process read out About page.
Do your pieces come with certification form?
Most of our pieces come with certifications of the center stones. We only certify diamonds that are 0.50-0.75 carats and above. If the stone is below .50 carats, we will grade the diamond in-house. If an item is vintage, it may not have a certification, and you may request certification of the piece which we will obtain for you. For a GAL certification of antique or vintage jewelry the fee is $75.
Why do some of your rings have GIA certificates and others have EGLs?
The GIA will only certify loose unmounted stones, while the EGL offers a grading service for diamonds that are mounted. For vintage and antique pieces, if we think removing the diamond will compromise the integrity of the ring, we will use EGL USA. Otherwise, we send stones to the GIA.
What is the difference between a GIA certification and an EGL certification?
The Gemological Institute of America, or GIA, is the jewelry industry’s most respected diamond laboratory. The GIA is the leading source of knowledge, standards, of diamonds and gemstones. They use the most strict diamond grading process, and generally grading stones 1-2 shades darker than EGL USA. That being said, clarity grades between the two labs are usually comparable
Do you buy jewelry?
Yes, we buy fine antique and vintage jewelry from all eras. We also purchase certain contemporary pieces. If you have jewelry that you are considering selling. Please contact us! We also take rings on consignment.
Can you make a piece of jewelry using my heirloom stones or metal?
Yes! Please contact us for further information!
PURCHASING, PAYMENTS
After I place an order, when can I expect to receive my item?
Items purchased from our vintage collection can be shipped out almost immediately. However, if the item requires sizing it may take a few additional days. If you are purchasing something from the Ashley Zhang collection please check the quoted time frame on the product page.
Will you put a hold an item?
Unfortunately not.
Do you accept deposits?
For custom made items we also require a 50%-70% non refundable deposit depending on the design. During the custom design process, if any changes are made from the original design or quote, the balance is required to be paid before delivery. For Ashley Zhang collection, we only accept payments in full.
What forms of payment do you accept?
We accept all major credit cards, wire transfers, cashier’s or bank checks, or personal checks (which will have to clear before the item is sent out). Please contact us directly for wire transfer instructions.
Will I be charged sales tax?
Sales tax is only collected on orders shipped to addresses in New York State.
SHIPPING
How much does shipping Cost?
2 day shipping within the United States is free. Items over $10,000 or sent over night complimentary.
Shipping Schedule
Most orders are shipped as soon as possible, but please allow 1-3 business days if your item is in stock(vintage and antique) or not being made to order. Orders that are placed after 12 pm Friday through Sunday can be shipped at the earliest on the following Monday. We only ship Monday through Thursday for Priority Overnight shipping, however Saturday delivery is available upon request for an additional $20. Signature is required. Once the item is shipped, you will receive an email with the tracking information so you can track your package. We ship in plain UPS express boxes.
Do you ship internationally?
Yes. The customer is responsible for any and all additional duties, taxes and/or tariffs that might be incurred during shipment.
Can I track my package?
Yes, we’ll email you your tracking information from Parcel Pro once we’ve generated a shipping label.
How do you ship?
We fully insure all shipments through Parcel Pro using UPS. An adult signature is required to receive all packages.
I really need it ASAP! Is a rush option available?
Some of our styles can be rushed, others cannot. If you are interested in placing a rush order, please email the order number or style name and custom details to our contact us along with the date you would like to receive it. We will let you know right away if a rush option and overnight shipping is available for that specific style.
RETURN POLICY
What is your return policy?
Our return and exchange policy is different per item category. Please read below.
Ashley Zhang Collection Items & Made To Order Bridal
All custom or Ashley Zhang Jewelry collection items are final sale. Each piece is hand crafted and made to order. For this reason we do not accept returns. We stand behind all of our jewelry and we offer a free lifetime warranty against any manufacturing defects. We cannot be responsible for repairs or resizing done outside our studio, and those items are not eligible for a return or refund.
Ready to Ship Engagement Rings
We accept returns or exchanges only on ready to ship rings 7 days after delivery. Items excluded from this policy are rings that have been resized, or any requested modifications. Upon receipt of return, we will issue you a refund minus shipping costs and transaction fee (3% this is the amount our card processor charges us.) to the original method of payment within 2-5 business days. We do not offer free return shipping. No exceptions to our return policy.
If you paid for your item via wire transfer you will not be deducted a 3% fee and will receive a full refund minus the cost of shipping.
Vintage & Antique Jewelry
We want you to be 100% happy, always. If you are just not in love with your item please let us know and you are welcome to return the item. We accept returns or exchanges only on vintage and antique items 7 days after delivery. Items excluded from this policy are rings that have been resized, or any requested modifications. Upon receipt of return, we will issue you a refund minus shipping costs to the original method of payment within 2-5 business days. If your order is above $5,000, we charge a transaction fee (3%), this is the amount our card processor charges us. If you paid for your item via wire transfer you will not be deducted a 3% fee and will receive a full refund minus the cost of shipping. If your order was international (outside of the USA) we cannot refund duties or customs fees.
We do not offer free return shipping. No exceptions to our return policy. Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Returns
Email us first to determine that your piece is, in fact, returnable.
Email info@ashleyzhangjewelry.com please write the subject as Order #---- RETURN.
Once you get the go-ahead, use a padded envelope, box, or a combination of these. Don’t put loose jewelry in a paper envelope, it will almost certainly tear through the paper or damage the item, and possibly get lost in the mail system. Mail the package to us via USPS Registered Mail or insured UPS/Fedex to:
Ashley Zhang (Do not write jewelry)
2-17 51st ave #408
Long Island City, NY, 11101
3472683526
Please enclose a printed copy of your emailed receipt or a record of purchase that includes your order number.
Exchanges
We offer an item to be exchanged for free, minus the cost of shipping 1 time after the original purchase. Items are only eligible for exchange 7 days after delivery date, so please contact us to process an exchange before that date.Items excluded from this policy are rings that have been resized, or any requested modifications. If you are not happy with your exchanged item and would like to make a second exchange you will be charged a 5% restocking fee for each additional exchange. Exchanged items are not available for refunds, store credit only. When you are offered store credit, that credit will never expire. No exceptions to our exchange policy. Only regular priced items may be exchanged, unfortunately sale items cannot be exchanged.
Email us first to determine that your piece is, in fact, exchangeable.
Email info@ashleyzhangjewelry.com please write the subject as Order #---- EXCHANGE.
Once you get the go-ahead, use a padded envelope, box, or a combination of these. Don’t put loose jewelry in a paper envelope: it will almost certainly tear through the paper or damage the item, and possibly get lost in the mail system. Mail the package to us via USPS Registered Mail or insured UPS/Fedex to:
Ashley Zhang (Do not write jewelry)
2-17 51st ave #408
Long Island City, NY, 11101
3472683526
Please enclose a printed copy of your emailed receipt or a record of purchase that includes your order number.
Why is your return and exchange policy only 7 days?
We only allow 7 days for return or exchange because many of our items are one of a kind. A purchased item may have been on the wishlist of another customer and they can be informed in that brief period of time if the items will be again available.
SIZING, REPAIRS
Ashley Zhang Jewelry guarantees the structural integrity of all jewelry. Please be mindful that it is important to add fine jewelry to a homeowners, renters, or individual policy; this will protect against loss, damage or theft of jewelry. Should repairs be needed, it is the client’s responsibility to ship and insure the piece(s); Ashley Zhang Jewelry will return jewelry via insured shipment. Center stones are not under warranty, please insure your piece.
How long does sizing take?
Sizing can generally be done in a few days. We work to get your order out as quickly as possible.
How much does sizing cost?
The first sizing is complimentary with the purchase of a ring. Each additional sizing is $30 for gold and $60 for platinum. Once the ring is resized you will be responsible for return shipping, we send all packages UPS 2-day fully insured for an average cost of $25-$35. Items valued over $10,000 are sent via UPS overnight for an average cost of $65-$85+. We are happy to send you a shipping quote before hand. Please note we only
Can all of your rings be resized?
Yes, unless stated in the ring's description.
How do I figure out my ring size?
Check out our at home guide here.
PRODUCT CARE
How should I care for my Ashley Zhang Fine jewelry?
Ashley Zhang Fine jewelry is designed to last through the wear of time, but all jewelry no matter the price tag is delicate and should be cared for accordingly. To extend the life of your jewelry, please follow these care instructions.
Take off your jewelry before your daily rituals such as: showering, lotion, perfume, exercise, washing dishes, etc.
Leave your jewelry at home before engaging in strenuous activities.
Do not sleep in your jewelry. Before bedtime, lay your jewelry out flat to avoid tangling/scratching.
To clean your diamond jewelry, use a soft toothbrush with dish soap and gently scrub the gold and diamonds, or bring it to us for a complimentary steam cleaning.
Do vintage rings require different care?
No. We check each vintage piece for prong or setting issues before we send a piece out. If you have a Victorian or Georgian ring that is close backed or foil backed, then you probably shouldn’t submerge it in water.
The very nature of antique jewelry is that it has been pre-worn and loved for a long time, and in some cases, for over 200 years. That being said, our jewelry may have welding marks from original casting or repair, and other signs of aging. Please review pictures and descriptions carefully before making a purchase and feel free to reach out to us with any questions.
We meticulously inspect each piece of jewelry in order to send you the most secure of items, but as these pieces have a past, we cannot guarantee the timeline of their integrity. Love these pieces and treat them according to their delicate condition.
We do guarantee that all pieces have been inspected and tested for authenticity. All of our jewelry will come to you in its best original condition and be described as accurately as possible in the description section of each listing. We stand behind every jewel we sell.
There may be hallmarks on the jewelry that will denote when and where it was made. We do our best to include this information in the description section of each listing; however, much of this information is available online and it's a good time to look up where your new friend came from!
There are pieces that are unmarked or the marking has been worn down. We will not hallmark jewelry as we want to keep the item in its best original condition. Again, all pieces have been tested and guaranteed regardless of markings.
We hope you love these pieces as much as we do.