Order Information and FAQs

Order Information and FAQs 

GENERAL

 

What is Cast-Not-Set? And how is that different from other jewelry brands?

Cast-Not-Set is the process of casting precious gemstones directly into molten gold. Most jewelry is made in gold and then, as a last step, the stones are put into their settings. We've reversed the process so that the stones are in place before the gold has formed.

Instead of trying to restrain and restrict these natural elements, our process encourages the organic forms, unique variations and character of each piece to shine through. We love that our pieces are not celebrations of uniformity, but instead a vessel for your unique story and personality. 

 

Are all of your pieces unique? 

We make each and every single piece we sell by hand in our workshop in Downtown Los Angeles (no overseas factories, no outsourcing). Due to the nature of our technique, pieces will have some natural variation and that is part of our magic. No two pieces are ever exactly alike so precise replication should not be expected.

 

What types of metals do you work in?  

We currently offer 18K yellow gold and rose gold only. White gold, platinum or anything other than 18K gold is not available at this time.

 

What types of stones do you work with?

We work with sapphires, diamonds, and rubies. We do not work with turquoise or any other semi-precious stones as they are not strong enough to withstand our casting process. 

 

CUSTOMIZATION

 

Can you customize a piece for me? 

Yes! Please contact an account manager at enquiries@pollywales.com for more information. 

 

Can you incorporate my gold into a new piece? 

In general, we cannot incorporate the metal from a vintage jewelry piece directly into your new piece. This is because it is very difficult to verify the quality of the gold in vintage pieces and any mixed metals will significantly degrade the structural integrity of your finished piece. We are happy to send your gold to the refiners and apply a credit to your order for the amount of money received. However, we can’t physically incorporate that refined gold into your piece. 

 

Can you incorporate an inherited or vintage stone into a piece?

We love doing custom pieces with heirloom stones! The feasibility will depend on the style of ring and condition and size of the stones that you provide. All stones will need to be inspected in-person by our Senior Jewelers to assess for quality, size, color and cut. Please contact an Account Manager at enquries@pollywales.com for more information.

 

Can I supply my own new stones?

We’ve worked with many customers in the past who have supplied their own stones. We first need to ensure that the stones are high grade and quality cuts and in good condition to work with our designs. All stones will need to be inspected in-person by our Senior Jewelers prior to finalizing any orders. If you have GIA paperwork for your stone, please arrange to have it sent to our workshop along with the stone for review. Contact an Account Manager at enquiries@pollywales.com for more information.  

 

Do your necklaces include chains?

Yes, all pendants and necklaces are sold with chains. If you think you’d like a longer or shorter chain, please let us know when you place your order.

 

SIZING

 

How do I find my correct ring size?

We suggest you go to a reputable jeweler and have them size your finger properly – do not use plastic or at-home “printable” ring sizers. We also recommend that you have your fingers measured a few different times in order to get an average. If you have worn rings before, you will probably know that your hands change size with the heat or time of day. Please take this into account when finalizing your size.

We primarily use US sizing in our workshop, but we can also calculate the conversion for UK sizing.

What if I get my ring size wrong?

If you order the wrong size by accident and it is a style that can be re-sized, we will do so for a small fee (typically $70 USD plus shipping). Please get in touch with us immediately if you discover upon delivery that the ring is too big or small.

 

RETURNS & REPAIRS

What is your return policy? 

We pride ourselves in satisfying our customers and want you to love wearing your pieces as much as we love making them. So please be sure to communicate clearly with an Account Manager prior to placing a custom order to make sure all the details are correct. And if you’re unhappy with the final result, contact us immediately upon delivery.

We will accept returns of stock pieces within thirty days, less a restocking fee. We do not accept returns on custom and made-to-order pieces. If you have any questions, please contact enquiries@pollywales.com. 

 

Do you offer repairs?

Yes, we are always happy to repair, refinish and clean our pieces whenever possible. Each piece must be assessed on a case-by-case basis, so please get in touch with us at enquiries@pollywales.com for more information.

 

CARE FOR YOUR JEWELRY

How should I care for my purchase?

Soak your jewelry in warm soapy water for a few minutes before rubbing it gently with a soft toothbrush. This should remove any buildup of dirt without being too abrasive or damaging the texture of the gold. For further information, contact your Account Manager. 

  

What is the length of guarantee on each item?

We make a lifelong commitment to our jewelry. Our pieces are designed to be lived in and loved, but as with all fine jewelry they should be treated with care. If your jewelry needs servicing, please contact us and we’ll be happy to give you an assessment and estimate, if necessary.

However, please note that jewelry will be automatically excluded from this coverage if it has been worked on by an outside jeweler or if it is outside generally accepted patterns of wear (e.g., rock climbing, gardening, putting it in a blender, etc.).

 

SHIPPING & TAXES

How long will my order take to arrive?  

If your piece is in stock, it will typically ship within a few days. If it is a made-to-order piece, we typically have an eight to ten week turnaround. In rare cases, we may need to source special stones or components for your order and thus the turnaround might be longer. However, you will always be given an expected ship date at the time of your order.

Please let us know then if you need a piece sooner or have a firm delivery date (e.g., for a wedding or engagement). All pieces sold online are in stock and available to ship immediately (unless otherwise noted).

 

How long does it take to ship? 

We ship typically ship with two day delivery anywhere in the United States. International shipping can take anywhere from two days to a week, although it could be longer. Please contact us if you need expedited shipping. 

 

Do you pay for customs fees? 

Unfortunately we do not. Customers are responsible for any duties and taxes which may come due according to their local jurisdiction. 

 

Can I have a purchase sent to a different address than my billing address?

Yes. For online orders, please enter two different addresses - one for billing and one for shipping. If you have any questions or need to make changes, please contact us directly enquiries@pollywales.com.

  

How will my purchase be packaged?

All pieces will be placed in branded display boxes. These are then placed  boxes inside bubble mailers and then inside unlabeled shipping boxes. We send all packages with high-value insurance to protect your purchase. We do require an adult signature for all shipments. 

 

Can you ship to a PO Box? 

Unfortunately we cannot. We require an adult signature for all shipments. 

 

Do you charge sales tax?

Yes, we are located in California and will need to charge sales tax to anyone located in our state. That includes orders that are picked up from our office or shipped to California locations.