Question 1

How long will it take to receive my order?

Accepted Answer

For In-Stock Items, please allow 1–3 business days for processing and quality assurance prior to shipment.For Made-To-Order pieces, production timelines vary and are outlined in the individual product descriptions. We take great care to ensure each piece meets our high standards before it is shipped.

Question 2

How to track my order?

Accepted Answer

To track your order, you can refer to the tracking link sent via email once your item ships. If you haven’t received it or want a status update, feel free to contact us — we’re happy to help!

Question 3

Do you ship internationally?

Accepted Answer

Yes, we ship internationally! Shipping times and fees may vary depending on your location. Customs duties and taxes are the responsibility of the buyer.

Question 4

How do you ship?

Accepted Answer

We offer complimentary shipping on all orders within the USA, utilizing FedEx 2-Day Shipping with Direct Signature Required. For expedited service, FedEx Priority Overnight Shipping is available for an additional fee. International shipments are subject to a flat fee, which will be displayed at checkout. For further details, please refer to our Shipping Policy.

Question 5

What if I need my order by a specific date?

Accepted Answer

If you need your order by a specific date, please let us know as early as possible, and we’ll do our best to accommodate your timeline. Rush options may be available depending on the item and production stage, especially for custom or made-to-order pieces. Contact us directly to discuss your deadline, and our team will work with you to ensure timely delivery.

Question 6

What is your return policy?

Accepted Answer

We accept returns for in-stock, unworn items within 7 days of purchase. Loose emeralds must be returned within 3 days. All returns must include original packaging and documentation.Custom-made, made-to-order, and personalized items are final sale and not eligible for return or exchange. Clients are responsible for return shipping costs, and all returned items are subject to inspection before a refund is issued. For more detailed information, please view our Refund Policy.

Question 7

Can I exchange an item?

Accepted Answer

We offer exchanges only for items that arrive damaged or defective. If that’s the case, please contact us within 7 days of receiving your order, and we’ll take care of it! Terms & Conditions may apply, please review our Exchange Policy to learn more.

Question 8

How do I start a return?

Accepted Answer

To start a return, contact us at JRColombianEmeralds@gmail.com immediately after receiving your item. Items must be eligible for a return, unused, in original packaging, and non-custom. We'll provide return instructions and process your refund or exchange once we receive the item.

Question 9

Can I return a loose emerald?

Accepted Answer

Loose emeralds may be returned within 3 days of delivery, provided they are in their original, undamaged condition. Any signs of wear, damage, or alteration will make the return ineligible.The gemstone must be returned with its original packaging and documentation, and the client is responsible for all return shipping costs. We are not liable for any damage or loss during return transit. For more information, please view our Refund Policy.

Question 10

What is Made-To-Order?

Accepted Answer

Made-To-Order items are custom-crafted pieces based on designs listed on our website. While the setting and style remain exactly as shown, the gemstones—especially emeralds—will vary slightly in color, clarity, and other characteristics due to their natural uniqueness. These pieces are created specifically for you, and as such, they are final sale with a 24-hour window for cancellation; after that, a restocking fee or cancellation restrictions may apply. You can view Section 6 for more information.

Question 11

Can I make changes to my custom order?

Accepted Answer

Yes, you can make changes to a custom order before the CAD renders are approved. Please contact your Sales Associate immediately to update your design. Once the CAD renders are approved, no further changes can be made.

Question 12

Are Custom or Made-To-Order items refundable?

Accepted Answer

No, there are no refunds or exchanges on Custom-Made or Made-To-Order jewelry, as these pieces are crafted specifically for you.

Question 13

How long does a custom piece take to create?

Accepted Answer

The timeline for custom pieces can vary based on design complexity and materials. After the initial deposit, CAD renders are typically delivered within 1–3 weeks for review and approval. Once approved, production takes approximately 4–8+ weeks to complete, depending on the intricacy of the piece.

Question 14

What if I want to cancel my custom order?

Accepted Answer

You may cancel your custom project at any point during the CAD rendering stage. However, please note that 10% of your initial deposit is non-refundable to cover the time and resources spent on design and render creation. Once the CAD renders are approved, the order becomes non-cancellable and non-refundable.

Question 15

Can I see the design before it’s made?

Accepted Answer

Yes, all custom pieces include CAD (Computer-Aided Design) renders that allow you to review and approve the design before production begins. These renders provide a detailed 3D preview of your piece from multiple angles. We only move forward with crafting your jewelry after you’ve approved the final CAD design.

Question 16

What Is the Custom Design Process Like?

Accepted Answer

Our custom design process begins with a consultation to discuss your vision, budget, and preferences in gemstones and metal. Once we finalize the concept, we create CAD (Computer-Aided Design) renders for your approval, followed by production once the design is confirmed. The entire process typically takes 6–10+ weeks, depending on complexity, and we keep you updated every step of the way to ensure your piece is exactly as imagined.

Question 17

Can I use my own gemstone in a custom design?

Accepted Answer

Yes, we can often work with client-provided gemstones for custom designs, depending on the stone's condition, size, and suitability for the setting. Before starting the project, we’ll need to inspect the gemstone to ensure it's structurally sound and compatible with your design. Please contact us to schedule a review and discuss the options available for incorporating your stone.

Question 18

What if I’m not happy with the CAD design?

Accepted Answer

We want you to love every detail of your custom piece, so we include up to 3 CAD design revisions at no additional cost. Our team will work closely with you to refine the design until it feels just right, ensuring your vision is fully realized before we begin production. Your satisfaction is our top priority, and we’re here to collaborate every step of the way.

Question 19

Do you offer financing or layaway?

Accepted Answer

Yes, we offer layaway for up to 12 months with a 20% deposit required to initiate the program. We also partner with Affirm to provide third-party financing, which can be selected at checkout or applied for in advance. Please contact us for help choosing the best payment option for your needs.

Question 20

How does your layaway plan work?

Accepted Answer

We offer a 12-month, interest-free layaway program with a 20% initial deposit, refundable within 24 hours. The remaining balance is divided into 11 monthly payments, automatically charged on the 15th of each month. Please note that after 24 hours, all payments are non-refundable, and missed payments may result in cancellation of the plan and forfeiture of funds. To learn more, please view Section 10.

Question 21

Can I cancel my layaway plan?

Accepted Answer

Yes, you may cancel your layaway plan within 24 hours of initiating it for a full refund of your deposit. After 24 hours, the deposit and all payments become non-refundable, and cancellation will result in the forfeiture of all amounts paid. We recommend reviewing your financial commitment carefully before starting a layaway plan.

Question 22

What happens if I miss a layaway payment?

Accepted Answer

If a payment is missed, a $10 late fee per day will be applied until the payment is made. If no authorized payments are received for three consecutive months, the layaway plan will be canceled, and all payments made will be non-refundable. Please contact us immediately if you anticipate any issues with your scheduled payments.

Question 23

Is my deposit refundable?

Accepted Answer

Your deposit is refundable within the first 24 hours of initiating a custom order or layaway plan. After 24 hours, the deposit becomes non-refundable to cover design time, materials, or reservation of the item. We recommend confirming your decision before placing a deposit.

Question 24

Do you offer repairs?

Accepted Answer

Yes, we offer repair and alteration services for jewelry purchased directly from JR Colombian Emeralds, including resizing, resetting, and general repairs. All services are subject to a fee, which varies depending on the type of repair needed. Please contact our customer service team for a quote and more details on available options.

Question 25

How much do repairs cost?

Accepted Answer

Repair costs vary depending on the type and complexity of the service needed, such as resizing, resetting, or stone replacement. Because each piece is unique, we provide custom quotes after evaluating the item. Please contact our customer service team to discuss your needs and receive a detailed estimate.

Question 26

What does your warranty cover?

Accepted Answer

Our one-year warranty covers craftsmanship-related issues, such as securing gemstones in their original settings. It also includes the replacement of up to five diamonds (2.5mm or smaller) at no cost during the warranty period. Please note that the warranty does not cover loose gemstones, wear and tear, accidental damage, or any repairs performed by third-party jewelers.

Question 27

Is my emerald covered under warranty?

Accepted Answer

No, loose emeralds are not covered under our warranty. Our one-year warranty applies only to craftsmanship issues in finished jewelry and does not include coverage for gemstones, including emeralds, once sold. We strongly recommend insuring your emerald to protect against loss, damage, or wear over time.

Question 28

What voids the warranty?

Accepted Answer

The warranty is voided if any repairs or alterations are performed by a third-party jeweler, as we cannot guarantee the quality of outside work. It is also void in cases of accidental damage, misuse, neglect, or improper care. To maintain warranty coverage, all maintenance and repairs should be completed through JR Colombian Emeralds.

Question 29

Do you offer insurance recommendations?

Accepted Answer

Yes, we recommend checking with your homeowner’s or renter’s insurance provider, as many offer add-on coverage for fine jewelry. If additional coverage is needed, we suggest Jewelers Mutual, a trusted insurer that many of our clients have had excellent experiences with. We're also happy to provide any documentation needed to help you secure coverage.

Question 30

Where do your emeralds come from?

Accepted Answer

Our emeralds are primarily sourced from Colombia, known for producing some of the world’s most vibrant and high-quality stones. We also work with emeralds from other respected origins, including Zambia and Brazil, to offer a wider range of colors, qualities, and price points. All of our gemstones are ethically sourced through trusted, responsible partners.

Question 31

Are your emeralds natural and untreated?

Accepted Answer

Yes, our emeralds are 100% natural, sourced from the earth and not lab-created. Like most emeralds on the market, they may be lightly to moderately treated to enhance clarity, which is standard and accepted in the industry. We are committed to full transparency, and all treatments are properly disclosed to our clients.

Question 32

How do I choose the right emerald?

Accepted Answer

Choosing the right emerald depends on your personal style, budget, and preferences in color, clarity, and cut. Look for a rich, vibrant green hue, good transparency, and minimal visible inclusions when possible. Our team is here to help you compare options and select a stone that balances beauty, quality, and value for your unique needs.

Question 33

Do you offer GIA or certification for emeralds?

Accepted Answer

Yes, we provide our own in-house certificate of authenticity for all completed jewelry and loose gemstones. For clients who prefer third-party verification, we also offer certification upon request through reputable gemological labs such as GIA, IGI, or AGL. These certifications include a detailed analysis of the emerald’s origin, treatments, and quality, and may involve additional fees and processing time.

Question 34

Can I see photos/videos before I buy?

Accepted Answer

Yes, we’re happy to provide high-resolution photos and videos of any loose emerald or jewelry piece before you make a purchase. This allows you to see the color, clarity, and overall look of the piece in natural lighting and different angles. Just contact us with the item you're interested in, and our team will assist you promptly.

Question 35

What metals do you use for your jewelry?

Accepted Answer

We craft our jewelry in a variety of fine metals, including sterling silver, 14K, 18K, 22K, 24K gold, and platinum. Whether you’re drawn to the warmth of high-karat gold or the durability and prestige of platinum, we can tailor your piece to suit your style and needs. Our team is happy to guide you in selecting the best metal for your design, budget, and lifestyle.

Question 36

Do you offer lab-created gemstones?

Accepted Answer

Yes, we offer lab-created emeralds and diamonds upon request. While we do not carry them in-store, we’re happy to source them specially for you as part of a custom project. If you're interested in a lab-created option, please contact us to begin the sourcing and design process.

Question 37

What makes Colombian emeralds different from other emeralds?

Accepted Answer

Colombian emeralds are renowned for their exceptional color, typically a rich, vivid green with a slight bluish undertone that sets them apart from emeralds of other origins. They often have a higher degree of transparency and saturation, making them some of the most sought-after gemstones in the world. Mined primarily from regions like Muzo, Chivor, and Coscuez, Colombian emeralds also carry a legacy of superior quality and craftsmanship, backed by centuries of tradition and global prestige.

Question 38

What makes JR Colombian Emeralds different from other jewelers?

Accepted Answer

At JR Colombian Emeralds, we specialize in natural, ethically sourced emeralds—with a focus on Colombian origins, known worldwide for their exceptional beauty and quality. We offer a highly personalized experience, from custom design and education to expert guidance and exceptional service. What truly sets us apart is our deep expertise, transparency, and passion for helping clients invest in meaningful, heirloom-quality jewelry with confidence.

Question 39

Why do emeralds vary so much in price?

Accepted Answer

Emerald prices can vary widely due to factors like color, clarity, carat weight, cut, and origin. The most valuable emeralds typically have a deep, vivid green hue with strong saturation and good transparency. Other elements, such as the stone’s shape, how well it’s cut, overall rarity, and where it was mined, all contribute to its final value.

Question 40

How do I know you’re a reputable business?

Accepted Answer

JR Colombian Emeralds has been in business since 1995, proudly serving clients with over two decades of expertise in fine jewelry and natural emeralds. You can explore our work and customer feedback on platforms like Instagram, Pinterest, Facebook, TikTok, and Twitter, and read verified reviews on Google and Judge.me. Our long-standing reputation is built on transparency, craftsmanship, and personalized service you can trust.

Question 41

How can I contact you?

Accepted Answer

You can reach us by email at JRColombianEmeralds@gmail.com, through the contact form on our website, or by messaging us on Instagram [@ColombianEmeralds]. We also offer phone support with two dedicated lines:Domestic clients: +1(561)746-8186International clients: +1(800)840-6828Our team is always happy to assist with inquiries about your order, custom designs, or gemstones.

Question 42

What are your customer service hours?

Accepted Answer

Our customer service team is available Monday through Friday from 10 AM to 6 PM EST and Saturday from 10 AM to 3 PM EST. We are closed on Sundays and legal holidays. Messages received outside of business hours will be responded to promptly on the next business day.

Question 43

Do you have a showroom or location I can visit?

Accepted Answer

Yes, we welcome visitors at our one and only showroom located at 3755 Military Trail, Suite A5, Jupiter, Florida 33458. To view loose gemstones or high-ticket items, we kindly ask that you schedule an appointment in advance. This ensures we can provide you with a personalized and secure experience.

Question 44

Can I book a virtual consultation?

Accepted Answer

Yes, we offer virtual consultations for clients who prefer to connect remotely. During your session, we’ll guide you through loose gemstone options, custom designs, or any questions you may have in real time. To schedule, please book your a﻿ppointment here or contact us directly to find a time that suits you.

Question 45

How fast will I get a reply from support?

Accepted Answer

We aim to respond to all inquiries within 24 hours during regular business hours. Our team is committed to providing prompt, personalized assistance to ensure you get the support you need as quickly as possible.

Question 46

How should I care for my emerald jewelry?

Accepted Answer

f you wear your emerald jewelry daily, it's important to treat it with extra care to preserve its beauty and longevity. Avoid wearing it during manual tasks (like gardening, dishwashing, or working out), and keep it away from chemicals, including bleach, chlorine, and household cleaners, which can damage the stone and its treatment. Never use ultrasonic or steam cleaners; instead, gently clean your emeralds with lukewarm water, mild soap, and a soft brush, focusing on the underside and avoiding direct scrubbing on the top of the stone.When not in use, store your emerald jewelry in a soft pouch or separate box to prevent scratching from harder gemstones like diamonds or sapphires. Emeralds are naturally included and can be brittle under impact, so avoiding sharp blows or sudden temperature changes will help protect them for everyday wear and generations to come.

Question 47

Do you offer cleaning or inspection services?

Accepted Answer

Yes, we offer complimentary cleaning and inspection services within the first year as part of our warranty. Regular maintenance helps preserve the integrity of your piece, especially with daily wear. We recommend having your jewelry professionally inspected and cleaned every 6–12 months to ensure stones remain secure and the piece stays in beautiful condition.

Question 48

Can you resize my ring after I receive it?

Accepted Answer

Yes, we offer ring resizing services for most designs after delivery. Resizing is available for a fee and depends on the style and structure of the ring—some intricate or eternity band designs may have limitations. Please contact us with your ring details, and our team will guide you through the process and provide a quote.

Question 49

What should I avoid when wearing emerald jewelry?

Accepted Answer

To protect your emerald jewelry, avoid wearing it during manual activities like cleaning, gardening, exercising, or swimming—exposure to chemicals, chlorine, and rough impact can damage both the stone and its setting. Emeralds are naturally included and often treated, making them more sensitive than harder gems like diamonds. Also avoid extreme heat, sudden temperature changes, and ultrasonic or steam cleaners, as these can compromise the stone’s clarity treatment and structural integrity.

Question 50

Do you recommend insuring my jewelry?

Accepted Answer

Yes, we highly recommend insuring your jewelry, especially high-value pieces and those with emeralds or other fine gemstones. Insurance provides protection against loss, theft, damage, and wear that is not covered by our warranty. We’re happy to provide any documentation you may need to assist with the appraisal or insurance process.

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