MARSHALL’S JEWELERS | WEBSITE FAQ
Marshall’s Jewelers Customer FAQ
Jewelry repairs and restoration
Do you repair jewelry purchased elsewhere?
Yes. We welcome jewelry purchased elsewhere, including inherited and sentimental pieces. Bring your item in so we can assess what it needs and discuss your options.
Are repair estimates free?
Yes. All repair estimates are complimentary, and most can be provided during your visit. More extensive repairs may require leaving your jewelry with us. A gentle cleaning removes soap, hand cream, hand sanitizer, and other residue beneath gemstones so we can inspect the piece more thoroughly.
How long do repairs take?
Our goal is two weeks or less for simpler repairs. More complex repairs requiring parts or materials often take approximately four weeks. We will discuss the expected timing when we assess your piece.
Will I approve the work and price before you begin?
Yes. We provide an estimate and obtain your approval before beginning. Depending on the job, a deposit or full payment may be requested. If additional work is needed, we contact you for approval, often inviting you back so we can show you what we found and explain our recommendation.
Can you accommodate a rush repair?
Yes. Rush repairs are available for an additional fee. Please tell us your deadline so we can discuss what is possible.
Is your repair work guaranteed?
We warranty our repair workmanship for one year from the date you pick up your jewelry. Extraordinary wear and tear is excluded.
Custom design and sentimental jewelry
Do I need an appointment for a custom design consultation?
Your initial consultation is complimentary. An appointment is recommended but is not required. Bring your ideas and any jewelry or gemstones you would like us to consider.
How does the custom design process work?
After your initial consultation, a deposit starts the design process. We prepare images, often computer renderings, for your review. Two design revisions are included; additional revisions incur a fee. Full payment is required when you approve the design, and production then begins.
Can you reuse my family gemstones and precious metals?
Yes. We specialize in repurposing sentimental gemstones, gold, and other precious metals. We assess whether the original materials are suitable for your design. If you prefer not to reuse the metal, or reuse is not feasible, we can credit its value toward your project.
Can you set a diamond I purchased elsewhere?
Yes. We can create or supply a setting for your own diamond, including one purchased elsewhere. Bring it in to discuss your design and setting options.
How long does custom jewelry take?
Our goal for fully custom work is under six weeks. We will discuss the expected schedule for your particular project during the design process.
What happens to my design deposit?
If we make your piece, the entire deposit is credited toward the final price. If you decide not to proceed before design approval, 50% of your deposit is returned as store credit.
Can I cancel or return a custom piece?
Once you approve the design, your piece is in production and the order cannot be canceled or refunded. Custom-made, one-of-a-kind jewelry is nonrefundable.
Appraisals and ongoing care
Do you appraise jewelry purchased elsewhere or inherited jewelry?
Yes. We provide appraisals for jewelry purchased elsewhere and inherited family pieces. We offer insurance, probate estate, and equitable family division appraisals.
What does an appraisal cost?
The appraisal consultation is complimentary. Fees for jewelry not purchased from us are based on the time required and are quoted after we see the scope of the project.
Jewelry purchased from Marshall’s includes a complimentary appraisal. This must be requested at time of purchase.
Can an appraisal be completed while I wait?
We ask you to leave your jewelry with us. A thorough appraisal requires careful cleaning, examination, and evaluation, which take time. We provide a comprehensive receipt at drop-off, and most appraisal work is completed within two weeks.
Is jewelry cleaning and inspection free even if I bought my jewelry elsewhere?
Absolutely. Complimentary cleaning and inspections are available to everyone, regardless of where your jewelry was purchased. No appointment is needed.
How often should I have my rings inspected?
We recommend bringing regularly worn rings in every six months for cleaning and a prong inspection. If you would like, we can send you a text reminder.
Is sizing included when I purchase a ring?
Yes. Initial sizing up to two sizes larger or smaller is complimentary where the design permits. Silver rings and rings from our estate showcase do not include sizing in the price, however special pricing for sizing is offered.
Do you offer engraving and pearl or bead restringing?
Yes. We offer engraving on items purchased from Marshall’s. We do not engrave items that we have not sold-- in case of any accidental damage during the engraving, we would not be able to replace it for you. We also have our own in-house pearl and bead stringer for stringing and restringing work.
Selling jewelry and servicing watches
What do you buy?
We purchase gold, platinum, silver jewelry and flatware, gold coins, diamonds, and gold watches, including fine Swiss watches. Bring your items in for an assessment and offer.
Is there a fee or obligation when I ask for an offer?
No. Our offers are complimentary, with no obligation to sell. An appointment is not required, but we recommend one if you are bringing more than five items.
How do you assess precious metals?
We use modern XRF X-ray technology to help determine the composition of your precious metals and support an accurate assessment.
How will I be paid?
We pay by check. If you choose store credit instead, we offer 20% more than our check offer.
Do you service Rolex and other fine mechanical watches?
Yes. We arrange service for Rolex and other fine mechanical watches, including watches purchased elsewhere, through an outside specialist.
Do you replace watch batteries?
We do not offer battery replacement or general watch repairs.
Purchases gifts and payment options
What is your return and exchange policy?
Purchases are nonrefundable. Eligible regular merchandise may be exchanged or returned for store credit within 14 days of purchase. Special orders, engraved items, and rings sized for the customer are final sale and cannot be returned or exchanged. Custom-made, one-of-a-kind jewelry is nonrefundable.
Is there an extended exchange period for holiday gifts?
Yes. Holiday purchases receive an extended exchange period, which is printed on your sales receipt.
How do you assess precious metals?
We provide one-year workmanship coverage on jewelry purchases. Extraordinary wear and tear is excluded.
Do you offer diamond trade-ups?
Yes. Diamond trade-ups are considered on a case-by-case basis. Bring your diamond in so we can discuss your options.
Do you offer financing?
We offer 12-month deferred-interest financing through Synchrony, subject to credit approval and applicable terms. No interest is charged on the promotional purchase if the promotional balance is paid in full within 12 months. Otherwise, interest is charged from the purchase date. Minimum monthly payments are required and may not pay off the promotional balance by the deadline. Extended-term promotions are offered from time to time; ask about current offers.
Do you offer layaway?
Yes—we love layaway. A 30% deposit starts your layaway, and we work with you to arrange payment terms. If a layaway is canceled, payments are returned as store credit only.