Frequently Asked Questions2020-11-27T10:14:32+00:00

Frequently Asked Questions

Do you have a return/exchange policy?2020-02-23T06:54:23+00:00

Yes, we have a 14-day return/exchange policy for your convenience. Our goal is always to provide the very best jewelry artistry and customer service available and, if ever your purchase does not meet your expectations, we want to make it right. We will gladly offer an exchange or return within 14 days of the original purchase date.

Please understand that modified and/or altered items, custom-made orders, and most special order items cannot be returned or exchanged as they were prepared exclusively for you.

Do you have a wish list?2020-02-23T06:53:51+00:00

Yes, we are so glad you are interested. We can absolutely keep track of what your sweetheart would like for their next birthday, for your anniversary, or for a special “just because” moment. We are here to make gift giving easy for you and unforgettable for your loved ones. 

Wish lists are always available online and can be filled out at any time, by any of our highly-trained staff.

Do you offer jewelry financing?2020-05-03T15:51:48+00:00

Of course—we know that jewelry is an investment and we are happy to provide you with the freedom to purchase jewelry today, and contribute payments that you are comfortable with over time. Alex & Company offers 12 months special financing with approved credit.

 from Wells Fargo for your convenience. To request Quick credit decisions through Wells-Fargo, Apply online please contact us, or visit our Newton location.

Do I need to make an appointment?2020-02-23T06:55:50+00:00

We are delighted that you plan to visit our Newton location and we look forward to welcoming you. Scheduling an appointment ahead of time isn’t strictly necessary during regular business hours, as walk-ins are always welcome. That said, if you prefer to schedule an appointment we are always happy to accommodate you. 

We will dedicate as much time as you need, with or without an appointment. We encourage you to take your time, enjoy the process, and ask us as many questions as you would like.

If you prefer to visit us outside of our regular business hours, an appointment is required. Please contact us to make those special arrangements.

I inherited a ring and would like to convert it into a pendant, is that something you can do?2020-02-23T06:57:20+00:00

Yes, our Master Jeweler is an expert in jewelry artistry and restyling, and would love the opportunity to work with you to bring your vision to life. Restyling gives your jewelry a second chance to dazzle, and brings new appreciation for older pieces and family heirlooms. Our restyling process includes guiding you through design options to show you the potential for new creations, and sharing detailed design sketches with you until you are 100% happy. We treat all restyling projects with the greatest respect and care, as we know that original pieces hold sentimental value, and tell your family’s story.

Can I have something repaired that wasn’t purchased at Alex & Co?2020-02-25T17:04:19+00:00

Absolutely! We are very happy to service jewelry that has been purchased elsewhere and we often assist customers with repairs, because of our reputation for precise and thorough work. All jewelry repairs are performed in our state-of-the-art studio, onsite at our Newton location. Whether you would like cleaning or polishing, a gemstone replaced, a clasp or prong repaired, or an adjustment that requires more detailed care, we are known for our attention to detail and are dedicated to exceeding your expectations.

I need my ring cut off, can you do that at the store?2020-02-25T17:04:50+00:00

Yes, in most cases we are able to assist. If you have a ring that simply will not come off your finger, and the last option is to have it cut off, we can do that for you. There is no charge for this service and no appointment is necessary.

How often should I have my rings checked?2020-02-25T17:05:22+00:00

We recommend that you bring your rings in to be inspected at least once or twice per year. This enables us to identify any issues before they happen and could prevent you from losing valuable gemstones. It is normal for gemstones to loosen over time and for prongs to need repair or replacement, due to everyday wear and tear. To help you prevent this, we offer complimentary cleaning and gemstone inspection. During the inspection process, we assess your gemstones to ensure they are firmly in place and determine whether any prongs need repair or replacement prior to performing any repair work.

What should I do if my ring continues to spins even after being sized?2020-02-25T17:05:59+00:00

If your ring continues to spin after being sized, it’s likely because your knuckle and finger size are different. We offer several solutions to correct and or minimize the spinning, and will happily discuss your options with you.

How do I know if my prongs are holding my stone firmly, or coming loose?2020-02-25T17:06:45+00:00

The prongs that hold your gemstones in place can become loose with everyday wear and tear. Indications that this may be happening include: feeling rough edges on the prongs, catching threads in the prongs, or noticing your gemstones rattling or moving slightly.

Regardless of the number of prongs holding your gemstones in place, it is possible for prongs to separate from gemstones as a result of being bumped or knocked during everyday wear. Since prongs are essential to securing your gemstones, we recommend bringing your jewelry in to be inspected at least once annually. This will help to ensure that your jewelry is properly cared for and can provide you with many more years of enjoyment.

How do you increase the size of a ring?2020-02-25T17:07:15+00:00

Rings are sized up by carefully adding a required section of metal to match the gold or platinum bottom of your ring shank. Our Master Jeweler will seal the sizing seam and polish it perfectly so that no break is visible, and your ring shines.

If you wish for the ring to look as good as new, we can refinish the entire setting.

How do you size down a ring?2020-02-25T17:07:45+00:00

Rings are sized down by very precisely cutting out a small portion of the bottom of the ring shank. The remaining sides are then soldered back together seamlessly. Our Master Jeweler then refinishes the seam and polishes it to perfection, so nobody would ever notice.

What do you do with the excess gold from a ring that has been sized down?2020-02-25T17:12:09+00:00

The amount of gold extracted during a ring sizing is actually much smaller than you might imagine. A full ring size down, for example, might only produce a 4 millimeter sized piece of gold, which becomes tiny shavings as a result of the resizing process. 

Our ring resizing pricing takes into account a credit for the tiny scraps of gold that are removed.

What is Rhodium plating?2020-02-25T17:12:48+00:00

Rhodium plating utilizes Rhodium (a precious metal that is part of the platinum family) to coat white gold jewelry and provide the bright, shiny, and tarnish-resistant surface.

White gold is not naturally white, it is Rhodium plating that gives white gold its finish. Rhodium plating is not permanent and you will start to see it wear off your jewelry over time. We recommend that you have your white gold jewelry polished and Rhodium plated once every six months to one year, to keep it looking as good as new.

Do you restring pearls?2020-02-25T17:13:19+00:00

Yes, Alex & Company offers professional pearl restringing services. To ensure your pearls are kept securely in place, and to prevent accidental breakage and loss, we recommend restringing frequently worn pearl jewelry once per year. As part of our pearl stringing service, we also gently clean each individual pearl. Restringing is, without question, the best way to care for your beautiful pearls. 

We also offer metal wire stringing for glass and gemstone bead jewelry.

Why do you recommend knotting pearls when they are strung?2020-02-25T17:14:08+00:00

We highly recommend that pearls (as well as glass and gemstone beads) be knotted for protection and loss prevention. Knots help to ensure that your precious pearls don’t rub or knock against one another and, in the event of thread breakage, prevent all other pearls from coming loose.

Do you offer watch repair services?2020-02-25T17:14:50+00:00

Alex & Company offers watch battery and strap replacement services onsite and we work closely with a Certified Swiss watchmaker—who specializes in fine Swiss watch brands—for more detailed watch servicing requests.


We typically first inspect the battery to ensure that’s not the problem, as we can perform most watch battery changes onsite. If your watch has more serious damage, such as a broken crystal or water damage, or is missing parts, we will have the meticulous watchmaker whom we’ve worked with for many years now, do a thorough inspection. The damage will be assessed and, if the repair will be under $50, it will immediately be completed for you. If the work needed will be in excess of $50, you will be provided with an estimate of the repair cost, prior to any work being performed on your watch. You may then choose whether or not you would like to have the necessary work completed.

Do you change watch batteries at your Newton location?2020-02-25T17:15:23+00:00

Yes, we can change most watch batteries onsite and are happy to do so for you. However, if you plan to get your watch wet it needs to be sent to our master watchmaker to be repressurized and resealed, as that is a requirement for your watch to remain water-resistant.

Do I need an appointment to have my watch battery changed?2020-02-25T17:15:55+00:00

No, scheduling an appointment to have your watch battery changed is not necessary. We are happy to provide the service and, most days, are able to complete the battery change for you while you wait.

Do you carry watch straps and bands?2020-02-25T17:16:31+00:00

Yes, we carry an extensive selection of leather watch straps and bands at our Newton location, and can replace your watch strap or band for you while you wait. We will also happily locate and special order a custom watch strap to compliment your watch.

Can you remove links?2020-02-25T17:17:33+00:00

Yes, we are happy to do so and, in most cases, we can complete a watch bracelet adjustment while you wait.

How can I best clean my jewelry at home?2020-02-25T17:19:36+00:00

Caring for your jewelry is essential, so we commend you for taking the time to do so. Unfortunately, the best way to clean jewelry is with an ultrasonic and steam machine—like the one available at our Newton location—and those machines are not available for in-home use. The best option for at-home care is gently cleaning your jewelry with a soft-bristled brush and mild cleanser. 

We welcome you to bring your jewelry to our store for complimentary professional cleaning.

What is the difference between precious and semi-precious gemstones?2020-02-25T17:20:11+00:00

Gemstones that are considered precious are labeled as such because of their rarity, beauty, color, and hardness. Diamonds, emeralds, sapphires, and rubies are all examples of precious gemstones. Other gemstones, such as the amethyst, garnet, and topaz, fall under the semi-precious category.

How often do I need to update my jewelry appraisal?2020-02-25T17:21:10+00:00

Since fine jewelry has both sentimental and financial value—and insurance coverage is recommended to protect your investment in the case of loss, theft, or damage—ensuring that the value of your jewelry is current is very important. Most people think the appraisal you receive when first purchasing your jewelry is the only one you’ll ever need, but because the jewelry markets fluctuates and insurance companies rely on appraisals to determine the amount of insurance coverage they will provide for your jewelry, we recommend having your jewelry appraised every few years. If your appraisal is more than three years old it may be out-of-date and your jewelry could be insured for less than its replacement value. To prevent this from occurring, we are always happy to perform a detailed appraisal of your jewelry.

Can you tell me what my jewelry is worth over the phone?2020-02-25T17:21:52+00:00

Unfortunately not, because every piece of jewelry is unique and there are several factors involved in providing you with a fair and accurate jewelry appraisal. We do need to see your jewelry in person in order to appraise your items correctly, and we welcome you to bring your jewelry to our Newton location for a detailed appraisal.

I need something appraised for insurance purposes, what is your process?2020-02-25T17:22:22+00:00

Alex & Company offers two options for jewelry appraisals. The first is to drop off your items at a time that is convenient for you and we will perform each appraisal in the order it was received. This option does not require an appointment and pricing starts at $75.00 for the first item; additional items start at $65.00 each. The exact price is determined by the complexity of your jewelry, as more detailed pieces take longer to appraise. The second option is to schedule an appointment with us to have your jewelry appraised while you wait. This option incurs a $125 appraisal fee.

What tools do you use to evaluate jewelry?2020-02-25T17:22:59+00:00

We are thrilled that you are interested in the tools we use as we take great pride in utilizing the best jewelry tools available. Our onsite Master Jeweler and GIA Certified Gemologist uses 10x-20x loupes, metal tests, leverage gauges, a Diamond Color Masters Set, and scales that have been calibrated and certified for precision, to ensure you receive a detailed and accurate appraisal.

How do I insure my jewelry?2020-02-25T17:30:41+00:00

Jewelry insurance is so important to protect your investment, so we are pleased that you are taking this step, and are very happy to assist you. There are two options for insuring jewelry: the first is via an extension of an existing insurance policy and the second is by taking out a jewelry-specific insurance policy. If you already have homeowner’s or renter’s insurance, you may purchase an extension (also known as a rider), to cover your specific pieces of fine jewelry. The second option is to take out a policy through an independent company that specializes in jewelry insurance, such as Jewelers Mutual. If you would like a quote from Jewelers Mutual, we are more than happy to provide you with a complimentary quote.

What is the process to replace a lost diamond that was insured?2020-02-25T17:24:04+00:00

We are sorry to hear that you lost a precious diamond. To begin the insurance claim process, call your insurance company or sales agent to report the loss. If you would like us to replace the diamond, please provide us with the claim number and insurance company information, along with your most recent appraisal. If you do happen to have a photograph of the original jewelry, that is most helpful for us as well.

In cases of partial damage or loss, bring your jewelry to our Newton location so that we can evaluate the extent of the damage, usually prior to you contacting your insurance company.

When I collect replaced or repaired jewelry that was insured, how is it paid for?2020-02-25T17:30:09+00:00

The payment for repaired or replaced jewelry differs by insurance company. In most cases the insurance company will send a check directly to you and then you pay us directly for the repair or replacement. Sometimes we are asked to bill the insurance company directly, after you have approved your repair or replaced jewelry and signed a certificate of satisfaction. Our best suggestion is to inquire with your insurance company.


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