FAQs
Frequently Asked Questions
Don't see your queston? Feel free to contact us for more information.
Please see our return/exchange policy here: https://pterajewelry.com/policies/refund-policy
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, don't hesitate to get in touch with us at support@pterajewelry.com.
Please see our return/exchange policy here: https://pterajewelry.com/policies/refund-policy
You can find your order number in the order confirmation email sent to you post-purchase.
If you need to cancel or make a change to to your order, please contact us as soon as possible. Kindly note that we try to dispatch your order as soon as possible and once dispatched we cannot cancel or update your order.
Reach out to us as soon as possible after placing your order. We will try our best to accommodate the address change; however, if your order has already been shipped, we cannot guarantee the change or eligibility for a refund. It is the responsibility for the customer to ensure all details are correct.
All fine jewelry designs can be customized with a new gemstone. While fantasy-cut gems are rare and more difficult to source, I do have access to a wide range of traditional stones in brilliant and step cuts that may not be listed on my website.This includes natural and lab diamonds (including colored), as well as sapphires, rubies, emeralds, aquamarines, peridots, topaz, lab alexandrite, citrine, tourmaline, amethyst, garnet, morganite, moissanite, opal, moonstone, onyx, and more. If you’re looking for something specific in a certain size or shape, please feel free to reach out and I’d be happy to source options for you
We currently use the following suppliers for unique one of a kind gems if the loose gems listed on our website aren't quite what you're looking for:
John Dyer & Co.
Geologic Spectrum
The Fellowship Forge
Kosnar Gems
Caleb B. Quashen
Ifacet
Misfit diamonds & Sapphires
Truth Seeker Gems
Earth's Treasury
If you find a gem you love, feel free to send it to me and I can purchase it on your behalf. I don’t work with customer-provided materials due to liability, so I handle all sourcing directly. I’m also able to access preferred pricing through my suppliers and pass that along to you.
No, as outlined in our return policy, this would be considered an alteration and would not be eligible for return. To read our return policy, click here.
Pricing will vary based on the gemstone you choose and the overall size and weight of your design. Once your CAD is finalized, I’ll be able to provide an exact quote. In the meantime, you’re welcome to browse my fine jewelry pieces on the website for a general pricing reference.
Yes, all orders over $750 are fully insured and shipped via UPS with a signature required upon delivery to ensure it arrives safely.
Yes, we offer a 1 year warranty:
We guarantee the quality of our work and will gladly address any issues related to workmanship. However, any repairs needed due to damage caused by external factors, improper care, or mishandling beyond Ptera’s control will not be covered under our policy.
For proper maintenance, we will provide personalized care instructions based on the materials and gemstones used in your piece. Please follow these guidelines to ensure the longevity of your jewelry. If you have any questions about care or maintenance, feel free to reach out—we're happy to help!
No, unfortunately we only offer custom work in fine metals, including platinum, 14k gold (white, yellow, or rose), and 18k gold (white, yellow, or rose).
No, unfortunately we don't work with customer provided materials due to liability reasons.
Timelines are typically around 2–5 months, depending on the complexity of the design, number of revisions needed, and current workload.
Your bespoke journey begins with a consultation where we explore your ideas and inspiration. A design retainer of $500 is required to begin and is applied toward your final cost.
First, we’ll create initial sketches for your review and refine the design together until it feels just right. Then we’ll develop a 3D CAD rendering to preview the piece and provide an accurate quote. After approval, we’ll share a video of the wax model for your final confirmation. At that stage, you can choose to pay in full or split your payment into two, with 50% due before crafting begins and the remaining 50% due prior to shipping.
Once complete, your piece will be carefully packaged and shipped fully insured.
To begin, please use the link below or reach out at support@pterajewelry.com
Metals
14k gold (yellow, white, rose), 18k gold (yellow, white, rose), and platinum.
Traditional Gems
Natural and lab diamonds (including colored) as well as sapphires, rubies, emeralds, aquamarines, peridots, topaz, lab alexandrite, citrine, tourmaline, amethyst, garnet, morganite, moissanite, opal, moonstone, onyx, and more. If you’re looking for something specific in a certain size or shape, please feel free to reach out and I’d be happy to source options for you.
Fantasy-Cut/ One of a Kind Gems
Those listed under loose gems (click here) or listed on one of our suppliers' websites listed below:
John Dyer & Co.
Geologic Spectrum
Kosnar Gems
Misfit diamonds & sapphires
Earth's Treasury
If you find a gem you love, feel free to send it to me and I can purchase it on your behalf. I don’t work with customer-provided materials due to liability, so I handle all sourcing directly. I’m also able to access preferred pricing through my suppliers and pass that along to you.
We accept the following payment methods:
Your payment method is charged at the time the order is placed. Please note that once an order is placed, we cannot change the method of payment.
Don't have the money to purchase the pieces you want right now? No worries. With Affirm you can keep your finances in check while still getting those pieces you love! Instead of paying upfront, you'll be able to pay in installments until your items are paid in full. To read more about Affirm, visit their website here: https://www.affirm.com/how-it-works
Discounts have a limit of one discount per order. Discounts cannot be combined at checkout.
To apply your discount, enter the discount code at checkout where is says "Discount Code" and select "Apply" afterward.
After your return is approved and a refund is granted, we will issue your refund to the payment method used to purchase your order. Kindly note that we cannot issue your refund to a method of payment that is not the original method of payment. After your refund is issued, it usually takes 5-10 business days for the refund to show in the account associated with your payment method.
Finding the perfect fit isn't always easy, but we've come up with some helpful tips and tricks to set you on the right path. To see what we've put together for you, visit our sizing guide, here.
You can find your order number in the order confirmation email sent to you post-purchase.
If you need to cancel or make a change to to your order, please contact us as soon as possible. Kindly note that we try to dispatch your order as soon as possible and once dispatched we cannot cancel or update your order.
Reach out to us as soon as possible after placing your order. We will try our best to accommodate the address change; however, if your order has already been shipped, we cannot guarantee the change or eligibility for a refund. It is the responsibility for the customer to ensure all details are correct.
Reach out to us as soon as possible after placing your order. We will try our best to accommodate the address change; however, if your order has already been shipped, we cannot guarantee the change or eligibility for a refund. It is the responsibility for the customer to ensure all details are correct.
Once your order is shipped, you will receive a shipment confirmation email containing your order's tracking number.
If you’re ordering a silver or vermeil piece, we’re happy to ship to a P.O. Box through USPS. For fine jewelry pieces, however, we’re only able to ship to a physical address.
Packages purchased with free standard shipping are shipped via USPS Ground Advantage which usually takes 1 to 5 business days when shipped from our base location in Wildwood, MO (Zip Code: 63038).
For a precise estimate of your package's delivery, we recommend you track your package using the tracking number included in your shipment confirmation email.
If your tracking hasn’t updated in the past 4 days, we recommend contacting the shipping carrier to open a service request at this link:
https://emailus.usps.com/s/package-inquiry
This helps ensure your package hasn’t been lost and keeps it moving toward delivery as quickly as possible. If the carrier is unable to locate it, please reach out to us so we can file a claim and arrange a refund or replacement for you.
Packages returned to us due to multiple unsuccessful delivery attempts, an insufficient address, or any reason beyond our control will need to be reshipped at the customer’s expense, with a new shipping fee required. If you prefer a refund instead, the original shipping cost will be deducted from your refund total.
If your tracking shows “delivered” but you haven’t received your package, you will need to contact the shipping carrier directly to open a service request. You can also visit your local post office to see if they are able to locate it.
To open a service request with usps: https://emailus.usps.com/s/package-inquiry
We are not responsible for lost or stolen packages once they are marked as delivered.
Please double check your shipping address at checkout, as all orders are sent exactly to the address provided.
Orders over $300 are fully insured. Packages under $300 are insured up to $100 USD when shipped via USPS and UPS. This includes packages purchased with free standard shipping.
A signature is only required upon delivery for orders over $750.
If you'd like to purchase this service for an order under said amount, please reach out before placing your order.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging (replacements, final sale items, gift cards, and custom orders aren’t eligible for a refund). After receiving and inspecting your return, If approved, you’ll be automatically refunded on your original payment method within 10 business days. If not approved, you will need to pay for shipping to send the item(s) back to you.
Full return policy: https://pterajewelry.com/policies/refund-policy
The easiest way to exchange an item is to return your original piece and place a new order for the item or size you would like instead.To begin an exchange, please follow the return instructions below. Return shipping costs will be deducted from your refund.
For those located in the U.S, you can access our hassle free return portal through your customer account here or contact our customer care team with your order number at support@pterajewelry.com.
If you paid a shipping fee, we cannot refund you said amount. We can only refund you for the cost of goods.
Sale items can only be returned for store credit.
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, don't hesitate to get in touch with us at support@pterajewelry.com.
We offer free International Shipping on orders over $200 USD.
Australia, Austria, Belgium, Canada, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Iceland, Ireland, Italy, Japan, Latvia, Luxembourg, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Africa, South Korea, Spain, Sweden, Taiwan, United Arab Emirates, United Kingdom.
International orders are processed through Shopify Managed Markets, powered by Global-e. Duties, taxes, and applicable import fees are calculated as part of your purchase for most destinations, so you can see your total cost upfront and will not be required to pay additional duties or taxes upon delivery.
In the rare case that prepaid duties and taxes are not available for your destination, any applicable import duties, taxes, or customs fees may be collected upon delivery.
International customers are responsible for providing complete and accurate shipping and contact information. Customs authorities or the shipping carrier may occasionally request additional information from the recipient in order to complete customs clearance.
Ptera Jewelry is not responsible for delays caused by customs authorities, carrier disruptions, incorrect or incomplete delivery information, or a recipient's failure to provide information requested for customs clearance.
Please do not refuse an international shipment due to customs or delivery concerns. If you experience an issue with your shipment, contact us so we can assist you.
International shipping availability varies by destination and product. Certain jewelry, gemstones, materials, or order values may be restricted from shipment to particular countries.
Individual jewelry pieces valued over $5,000 USD are not eligible for international shipping through Shopify Managed Markets. This also applies to bespoke/custom jewelry featuring a curated gemstone when the total value of the finished piece exceeds $5,000 USD.
Approximately 5–10 business days after your order has shipped. Delivery estimates do not include unexpected customs or carrier delays.
Please note that made-to-order and bespoke jewelry have separate production timelines. The international shipping estimate begins once your piece has been completed and shipped.
All international packages are fully insured. This includes packages purchased with free international shipping for orders over $200 USD.
Once your order is shipped, you will receive a shipment confirmation email containing your order's tracking number.
Packages returned to us due to multiple unsuccessful delivery attempts, an insufficient address, or any reason beyond our control will need to be reshipped at the customer’s expense, with a new shipping fee required. If you prefer a refund instead, the original shipping cost will be deducted from your refund total.
If your tracking shows “delivered” but you haven’t received your package, you will need to contact the shipping carrier directly to open a service request. You can also visit your local post office to see if they are able to locate it.
We are not responsible for lost or stolen packages once they are marked as delivered.
Please double check your shipping address at checkout, as all orders are sent exactly to the address provided.
Reach out to us as soon as possible after placing your order. We will try our best to accommodate the address change; however, if your order has already been shipped, we cannot guarantee the change or eligibility for a refund. It is the responsibility for the customer to ensure all details are correct.
A signature is only required upon delivery for orders over $750.
If you'd like to purchase this service for an order under said amount, please reach out before placing your order.
International customers are responsible for return postage when exchanging or returning items. Please email us at support@pterajewelry.com to initiate a return before purchasing your shipping label.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging (replacements, final sale items, gift cards, and custom orders aren’t eligible for a refund). After receiving and inspecting your return, If approved, you’ll be automatically refunded on your original payment method within 10 business days. If not approved, you will need to pay for shipping to send the item(s) back to you.
We currently do not offer international exchanges. To exchange your piece, kindly initiate a return and place a new order.
If you paid any shipping fees (including duties or service fees), we cannot refund you said amount. We can only refund you for the cost of goods.
Sale items can only be returned for store credit.
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, don't hesitate to get in touch with us at support@pterajewelry.com.