FAQ

GENERAL

WHAT WARRANTIES DO YOU OFFER?

Our warranty policy covers all of the jewelry purchased from Moctram Jewelry. This warranty covers all manufacturer defects in material or workmanship but does not cover neglect and abuse, natural wear and tear or stone loss over .20cts (this gets covered by your insurance).
Warranty exceptions and exclusions:

1. Any damage to jewelry caused by neglect, abuse or natural wear and tear. Damage, such as being hit or knocked, is easily detectable under magnification. For example, if a ring wears thin or prongs wear out due to neglect or natural wear and tear, the warranty is considered void. Additionally, if a ring becomes out of round and thus causes stones to fall out, this could be due to damage to the bottom of the ring when being worn.

2. Any jewelry that has been repaired by another jeweler. We cannot be held responsible for merchandise that has been worked on by another jeweler.

3. The loss of a stone over .20 carats. Larger stones (over .20cts) can be covered by your insurance if you have submitted it for coverage with an appraisal. If you need to have a stone like this replaced, please go through your insurance company first.

4. Damage to your center stone. While diamond is the hardest mineral on earth, it is still subject to breaking or chipping. All other stones that are lower on the hardness scale are subject to damage from regular wear. Please be aware of this when choosing your center stone.

If you need to return merchandise due to defects, please contact us here. Once received, we will carefully examine the defected merchandise and determine if the above criteria is met. Once approved, we will ship out your replacement item at no additional charge within 10 business days.

Moctram Jewelry reserves the right to reject any returns that do not comply with the conditions stated above.

DO YOU OFFER APPRAISALS OR INSURANCE?

We offer appraisals for insurance purposes for $65 per piece. We do not offer insurance programs, but are happy to make recommendations on how to get your jewelry properly insured.

WHAT IS YOUR RETURN/EXCHANGE POLICY?

Moctram Jewelry wants you to love your new purchase. If however you need to return an item we are here to help.

For returns, please contact us within 30 days of receiving your order. We gladly accept returns and will offer a full refund on non-custom items. Items returned after 30 days may be returned for online and store credit only. For diamond engagement ring purchases, refunds are up to owner discretion and may be subject to a 35% restocking fee.

Returned items must be in original condition and not show any signs of wear or use. To request a refund or exchange, please e-mail admin@moctram.com. Include your first and last name, item name and reason for return. Once return is received, all items will be carefully examined and full refund or store credit will be issued within 5 days. Please note that refund/store credit will be issued for value of merchandise returned only (shipping fees will not be credited). Store credit is valid for 5 years once issued.

All custom orders are nonrefundable, but do ask- we won't bite and want happy customers. Hopefully we can work something out!

We reserve the right to reject any returns that do not comply with the conditions stated above. If you have any questions about returns, please contact us here.

CAN I VISIT YOUR STUDIO?

Yes! We operate by appointment only. If you would like to come into the shop to discuss a custom design or try on rings in stock, please contact us to schedule an appointment.

 

SIZING AND FITTING

HOW DO I GET MY PARTNER’S RING SIZE WITHOUT THEM KNOWING?

Start by asking your significant other’s friends and family. If they wear rings frequently, try to take one without them noticing to a local jewelry store and ask them to check the size. Be sure to note which finger and hand they wear it on! Each of our fingers are different sizes and they can even vary from right to left hand.
If you still are out of luck, we can try to guess based on their height and shirt size (S,M,L). We can usually get within the ball park.

HOW SHOULD I GET MY FINGER SIZED?

If you are in Philadelphia, you may come by our show room to get sized. If not, any local jewelry store should offer free sizing. When you get sized, take note of which type of sizers they used- thin, wide or comfort fit (meaning they were rounded on the inside). Jewelers will not have quarter sizes, but will be able to determine if you need a quarter size or not.

WHAT IS THE DIFFERENCE BETWEEN COMFORT FIT AND REGULAR?

Comfort fit is rounded on the inside, making it easier to slide on and off. All of our rings are made with comfort fit unless you specifically request otherwise. Comfort fit runs slightly smaller, so if you are an 8 in a regular fit, you may be closer to a 7.5 or 7.75 in comfort fit.

I JUST GOT MY RING BUT IT DOESN'T FIT! WHAT DO I DO?


If your ring does not fit, please contact us. It will take approximately two weeks to complete the sizing repair.
**All platinum sizings may be subjected to an additional labor fee.**

 

JEWELRY AND METALS

WHAT’S THE DIFFERENCE BETWEEN METALS?

First, let’s explain karat. Karat is the unit used to measure the purity of gold. Pure gold is 24kt, or 100% gold. 18kt contains 75% gold (18/24=.75) and 14kt contains 58.5% gold. The reason alloys get added to gold is to make them strong. 24kt is very soft, making it not very ideal for every day wear. Thus, many jewelers opt to work in 14kt and 18kt which are both very strong.

14kt white gold: 14kt white gold contains 58.5% pure gold and 41.5% alloys. 14kt’s natural color is off white, so it gets rhodium plated to get a bright white color. 14k white gold is a very strong and durable metal and is the most cost effective option for someone who wants white toned jewelry.

14kt rose gold: 14kt rose gold is also referred to as pink gold or red gold. It is rosy in color and can vary from jeweler to jeweler. Some can be more orange and some can be more pink. Rose gold is alloyed with copper to get the rosy color. 14kt rose gold is a great metal for every day wear.

14kt yellow gold: 14kt yellow gold is pale yellow or golden in color. 14kt yellow gold is a great metal for every day wear.

18kt White Gold: 18kt white gold contains 75% gold and 25% alloy. Because 18kt has more gold, it is going to be slightly softer than 14kt. It will also have more of a yellow tint, making you notice when the rhodium coating begins to wear off sooner than you would with 14kt.

18kt Rose Gold: 18kt rose gold has a very rich color. It is not necessarily more pink since it actually has more gold in it, not more copper. It is best described as a brownish red.

18kt Yellow Gold: 18kt yellow gold is a very beautiful color as it is very rich and more yellow than 14kt yellow gold. We recommend 18kt yellow gold if you are going for a more saturated color for your piece.

Platinum: Platinum is a very dense metal, making it almost twice as heavy as gold. Because it is so much heavier, it is more expensive. If the price tag doesn’t get in your way, we highly recommend platinum. It is hypoallergenic, so if you are usually allergic to metals, platinum is your best route. Unlike white gold, it does not have metal memory. When a setter sets a diamond, the prongs stay put, where white gold may have the tendency to loosen around the stone. Another benefit of its malleability, platinum will more likely stay together as one piece in the unlikely event of being damaged. On the other hand, white gold’s hardness makes it more brittle and at risk of breaking.

Sterling Silver: Sterling silver is a very common metal and very affordable. Sterling silver is the only metal in this list that tarnishes, or changes color. You can slow the process of tarnishing by keeping your silver jewelry dry, not showering or swimming in it or letting any chemicals (hair spray, sunscreen, etc.) come in contact with it. Tarnish only occurs on the surface, so you can have your sterling silver jewelry re-polished to make it bright white and shiny again.
Because silver is soft, we do not use it to make any jewelry that holds gemstones or diamonds. We also do not recommend it for any delicate or thin bands as it can bend too easily. Sterling is a great metal for wide bands and for those who are not used to wearing jewelry and are afraid they may lose their ring.

WHICH METAL IS BEST?

The best metal varies on a case by case basis. The most cost effective are the 14kt golds. If you are ordering a band and do not trust yourself with an expensive ring, start with sterling silver. If you are allergic to most metals, go with platinum.

WHAT CAN I DO WITH MY OLD JEWELRY?

If you have old jewelry lying around that you aren’t wearing, let’s use it to make a custom piece! We can repurpose all of your precious gemstones and diamonds. We can use your gold for a charge of $165, if we determine that the metal is at least 14kt. We can also offer credit for it and that will count toward your new piece. If you prefer to keep the gold but use the stones, we will carefully remove all stones and return the gold to you.

WHAT IS RHODIUM PLATING?

Rhodium plating is necessary to achieve a bright white finish on white gold. White gold’s true color is off white. Since gold comes out of the ground yellow, we add white alloys to it to create white gold. Since we can never achieve a perfect bright white, white gold gets plated with a thin coat of rhodium, a rare metal that is a member of the platinum group. Our rhodium plating price starts at $97 which includes the necessary polish before a piece is plated.

WHY IS MY SILVER JEWELRY CHANGING COLORS?

This is very common for silver jewelry and it is called tarnishing. The good news is that tarnish only occurs on the surface and can be polished away. If you want your white metal jewelry to not tarnish, opt for white gold or platinum- neither of these metals will tarnish.

HOW SHOULD I CLEAN MY JEWELRY?

We offer an amazing cleaner that is safe on all jewelry and gemstones called Lavish. You can buy it on our site here. For silver, we sell a polishing cloth also found on our gift page and for brass and all other base metal jewelry, we recommend the silliest cleaning method: ketchup or salsa. The acidity from the tomatoes cleans brass jewelry immediately making it bright and shiny again. Simply mix a little tomato condiment of your choice with some water and swish your jewelry around in it for a few minutes. Thoroughly rinse off and dry.

 

DIAMONDS AND GEMSTONES

WHAT IS THE DIFFERENCE BETWEEN KARAT AND CARAT?

Karat is the unit used to measure the purity of gold. Carat is used to measure the weight of diamonds and gemstones.

CAN YOU SET MY HEIRLOOM GEMSTONE OR DIAMOND?

Yes we can and in fact, we love to do it! We love getting to repurpose an heirloom stone, as it can carry so much sentimental value and is an ethical option for your ring. We will send you a form to fill out and sign for you to send your heirloom gemstone or diamond to us.

WILL YOU SET A DIAMOND OR GEMSTONE I PURCHASE ELSEWHERE?

No. Moctram Jewelry is committed to responsible sourcing care about it not just for our business, but the entire industry. Emily works very closely with our suppliers to make sure all of the stones we use are traceable and responsibly sourced. Since we cannot verify the source of your newly purchased stone, we will not set it in our jewelry.

WHAT ARE THE 4 C’S?

The 4 C’s stand for Carat, Clarity, Color and Cut.

Carat is used to measure the weight of diamonds and gemstones.

Clarity refers to how clear a diamond is and is based on how many inclusions are inside the diamond. Inclusions can include minute crystals, growth patterns, tiny enclosed fractures, etc. Clarity is measured on a scale from IF (internally flawless) to I2 (included 2). The clearer a diamond is the rarer and thus, the higher the price.

Color refers to the color of a diamond. Diamonds tend to have a yellowish or brownish tint. The scale starts at D (colorless) and goes all the way down to Z (noticeable color). Most diamonds we see in the market are in the D-I range.

Cut refers to the cut of a diamond and is the most overlooked but possibly the most important! Cut is the only contribution by man, while all others are naturally occurring. Cut can really make or break the appearance of the stone. If a diamond has excellent proportions, symmetry and angles it is going to have optimal light return and be very sparkly. If a diamond has poor angles, poor symmetry and poor polish, it will appear dull and dark.

To read more about the 4 C’s in depth, check out our blog article on the topic, here.

WHAT IS A SYNTHETIC DIAMOND OR SYNTHETIC GEMSTONE?

A synthetic diamond or gemstone has essentially the same chemical composition, crystal structure, optical and physical properties of its natural counterpart. The main difference is that one is grown in a lab in a matter of months or years, and the latter is formed deep inside the earth over the course of millions of years.

WHY MIGHT I CONSIDER GETTING A SYNTHETIC DIAMOND OR GEMSTONE OVER A NATURAL ONE?

There are a few reasons to opt for a synthetic gem over a natural gem. For one, it is a lot more cost effective to go synthetic. Another reason is that it can be a more ethical decision in the way that you are not directly contributing to the mining industry issues and conflicts. That is not to say that it is the only ethical option as there are many ways to leave a positive impact on the mining industry by opting for a natural.

WHY MIGHT I CONSIDER GETTING A NATURAL GEMSTONE OR DIAMOND OVER A SYNTHETIC ONE?

There is something ethereal and magical about owning a natural gemstone or diamond. Naturally occurring gems are a wonderment in and of itself, not to mention the fact that they took millions of years to make its way to your hand. You can make a positive impact on mining communities and families when you purchase a responsibly sourced or traceable gemstone or diamond. As the demand increases for responsibly sourced and traceable gems, we begin to see changes taking place in mining communities such as establishing safe working conditions, affordable healthcare and fair wages.

 

CUSTOM DESIGN

DO YOU DO CUSTOM WORK?

Yes! We love to do custom work so please do not hesitate to ask about going custom.

 

HOW MUCH DOES IT COST TO GO CUSTOM?

For semi custom jobs, which include designs that are slight alterations from our original designs, the minimum is $1500. For fully custom or ornate jobs, the minimum is $2500.

HOW DOES THE CUSTOM DESIGN PROCESS WORK?

 

The process usually starts one of two ways- either with the center stone or the ring design first. Before we dive too deep into design, I usually like to start with the center stone search as it can really dictate the design. That said, it’s good to have an overall idea of what we think the final product will look like so that we are searching for the right stone! Based on your parameters, I will search for good candidates and let you know what I find. I am able to get 2-3 stones in at a time for a quality inspection. Once I get stones in, I am able to hold on to them for about 5 days before I have to send them back. In that time, we will set up an appointment for you to come in and see them or be in touch via email with plenty of pictures and videos so that you can see the stones. At this time, we will also have a conversation about the ring design and I will work on getting a quote for you. If the price sounds good and is within your budget, I ask for a 50% deposit. This allows me to reserve your stone for you and begin production. Once I receive your deposit, I will email you renderings of your ring design. Two free revisions are included and we can tweak the design until it is just right. After the initial two revisions, there is a fee for revising, but it is usually best to go back to the drawing board if we are not on the same page design wise. It usually does not get to that point. From that point, it will take about 4 weeks until your piece is completed. Your balance is due upon completion.

HOW LONG DOES IT TAKE TO MAKE A CUSTOM DESIGN?

The timeline can vary depending on material availability and design complexity but on average, custom design takes about 6-8 weeks from start to finish. If we are sourcing a very hard to find stone, it may take up to 12-14 weeks and if we are only making small changes to an existing design it can take as little as 4 weeks.

 

CAN I PROVIDE MY OWN DIAMONDS OR COLORED STONES?

We love to work with your heirloom stones that are from family jewelry. We will do very detailed inspections before we work with your family heirloom stones to guarantee that they can withstand rework without chipping or breaking.
We will NOT work with diamonds or colored stones that you purchased elsewhere. Our goal is to create a more responsible and ethical jewelry industry and we are very strict with what suppliers we buy from. All of our suppliers are vetted and trusted sources and we will only work with stones purchased from those vendors.

IS MY CUSTOM DESIGN TRULY ONE OF A KIND?

In a sense, yes.

While Moctram Jewelry owns the rights to all of our designs, if your custom design is made uniquely for you and very distinct, we are not going to duplicate it. However, for more simplified settings and motifs, we cannot guarantee that the ring will not be recreated and as a courtesy to you we will always try to alter it slightly.

 

CAN I MAKE REVISIONS TO MY CUSTOM DESIGN?

After discussing the design, I will send you computer renderings of your piece. This includes 2 free revisions. After that, there is a fee for designing.
If we change the design completely after the first full design plus 2 revisions, there will be a $275 charge plus any fees for additional design time.

WHAT ARE THE CUSTOM DESIGN TERMS?

-All ring orders come with one complimentary ring resizing. You just pay for return shipping, the rest is covered.
-When purchasing an engagement ring, you get 10% off your wedding band order.
-All jewelry is covered under warranty for life against manufacturer defects. Normal wear and tear and abuse/accidental damage is not covered under this policy.
-All custom orders are nonrefundable.
-Once jewelry is completed, balance is required upon completion. All late payments will accrue additional charges (5% of balance per month) for each month past completion date.

CAN I CUSTOMIZE A PIECE I FOUND ON YOUR WEBSITE? WHAT ABOUT A RING I FOUND ELSEWHERE?

We will gladly customize one of our pieces to fit you and your style. We do not copy designs from other stores as it is illegal to copy another artist’s work. We specialize in custom design and hate to see when our designs get copied so we wouldn’t want to do that to another jewelry designer. However, if you see patterns, designs or motifs that you would like to capture in your custom design, we can design something similar to meet your expectations.

CAN I ASK ANOTHER JEWELER TO COPY A RING FROM YOUR WEBSITE?

No, as we own the rights to all of our designs.