FAQ
We understand that investing in a special piece of jewelry online can be a daunting prospect – even more so when each and every piece is one-of-a-kind… What if it isn’t quite what I expected? What if I change my mind? Can I pick up the phone and talk to someone in person about my purchase?
However we also understand that not everyone will have the time or means to visit either our workshop or one of our stockists, so we would like to reassure you that by clicking “Pay” you have not finished the process, rather you have entered into a two-way conversation between us and you. Following your online purchase, if you leave any comments in the Note to Seller/Instructions to Merchant section you can expect us to get in touch to confirm the details of your order and address any questions or queries you may have before we go ahead and make it. For this reason PLEASE make sure to fill out the Contact Details section when supplying your payment details.
What happens after I make an order?
You will receive a confirmation email with the details of your order. Our workshop will also receive an email notifying them of your incoming order and they will contact you to check and confirm details before going ahead and making it.
What if there are specific things that I would like to discuss about my order?
Please pop any specific queries you have into the Notes to Seller/Instructions to Merchant section on the cart and if anything is unclear we will make sure to address them with you in our confirmation email. If you have any concerns pre-confirmation, you can send us an email or chat with us if we are online. We can also call you to say "hi" and get clarifications in case there are any discrepancies.
What if I decide to cancel my order?
Our Cancellation Policy states that new orders must be cancelled within 5 working days in order for you to receive a full refund of your payment.
How do I find my correct ring size?
The best thing to do is to go to a good local jeweler and have them size your finger properly – ideally at different times of day in order to get an average.
What if I get my ring-size wrong?
If you order the wrong size by accident, we can re-size it for you (for a small additional fee TBD) by up to two size larger or smaller if possible.
How long will my order take to arrive?
Most pieces are made to order and will take between 2-3 weeks to complete from when your order was confirmed. If in stock, we will try to send it within a week after confirmation. Please do let us know if you require your order urgently. We understand and will do everything possible to oblige. Besides, it is an exciting challenge.
Can I have my purchase sent to a different address than my billing address?
Yes. Just specify a different shipping address to billing address.
How can I specify an alternative gold color to what is pictured?
Most items have an option to order an alternative color though we may not have a picture of that particular item in that particular metal color. If for some reason the item in question does not have an alternate metal option online, please contact us to say "hi" and we can determine if we can comply to your metal preference.
How can I specify an alternative stone colors to what is pictured?
I know it is tough nowadays to spend some time on the phone, but we would love to hear from you to determine whether we can arrange the design with your bespoke preference. Another option is to chat with us online. Our designer/owner likes to be part of this process and he loves to hear alternate combinations of his designs.
Can you incorporate an inherited stone into a new ring?
Yes! Authenticity is a pleasure that David Alvarado likes to participate in. Contact us for details.
Do your pendants include chains?
Yes, they all include the length of chain specified in product details. If you think you would like a different length chain then please let us know when you make your order.
How can I check on an order I placed?
Please give us a call or email and we will be happy to provide you with an update on your order.
How will my purchase be packaged?
Each item will come in its own USPS Signature Required Box and will include an individual jewelry box and jewelry will be packaged in a bubble wrapped envelope.
How should I care for my purchase?
For Irthly Sans items: Soak your jewelry in warm soapy water for a few minutes before rubbing it gently with a soft toothbrush. This should remove any build up of dirt without being too abrasive or damaging the texture of the gold.
For the Classics and Art D'Eco Collections:
The Palm Ivory, throughout its fabrication development, has shown amazing strength and endurance. Nevertheless, one must always remember the fragility of organic material. As such, one needs to care for the Palm Ivory like one would care for any precious gem, specifically, an opal, pearl, or coral.
At home, please remove when makeup or perfumes are applied. Wash with light soap, warm water, and a soft bristle toothbrush. You can dry wipe with a non abrasive cloth. Avoid hot water or extreme change of temperature as organic material tends to stretch or shrink when extreme temperatures are applied.
Overall, wear your Irthly item proudly anywhere. The more you wear it directly on your skin, the more it acquires your chemistry and strength. Just keep in mind that it is an organic element and respect it in that manner. Enjoy.
