FAQ
SHIPPING
How long does it take to receive my order?
Every Remeinz piece is made to order in our New York studio. In-stock designs ship within 2–7 business days of purchase, depending on the making queue. Pieces marked pre-order are made once we source your materials — we'll be in touch right after your order with estimated timing, typically no more than a few weeks from order to ship. Once shipped, U.S. delivery typically takes 2–5 business days; international delivery times vary by destination.
Once your order ships, you'll receive a tracking email. If you don't see it within 24–48 hours, check your junk/spam folder or contact maddi@remeinz.com.
Do you ship internationally?
Yes — we offer international shipping. Rates and delivery times are calculated at checkout based on your location.
Please note that international orders may be subject to customs fees, duties, or taxes that are not included at checkout. These are the responsibility of the recipient.
Can I change or cancel my order?
If your order has not yet shipped, we may be able to adjust or cancel it. Please email maddi@remeinz.com as soon as possible with your request.
RETURNS & EXCHANGES
What is your return policy?
We accept returns on eligible items within 14 days of delivery. Items must be unworn, unused, undamaged, and in original condition to be approved for return.
To start a return, email maddi@remeinz.com with your order number and the item you would like to return. Once approved, we will send you a return shipping label and instructions. A $10 return shipping & handling fee will be deducted from your refund.
How do exchanges work?
To request an exchange, email maddi@remeinz.com with your order number and the item you'd like instead. Exchanges depend on current availability.
Are there final sale items?
Yes — certain items may be marked as final sale and cannot be returned or exchanged. These will be clearly indicated on the product page. Custom and one-of-one commissions are final sale.
REPAIRS & LIFETIME GUARANTEE
We repair every Remeinz piece, for life.
Every piece is made by hand — and we stand behind it for as long as you own it.
What does the lifetime guarantee cover?
If your piece breaks or wears with normal life — a clasp, a solder point, a finish that needs love — send it back and we will repair it free of charge, for life. Repairs are done by hand in our New York studio. You cover shipping to us; we take care of the rest.
What if there is a defect in craftsmanship?
That is fully on us — we'll repair or remake the piece free of charge, including shipping both ways.
What about lost stones or major damage?
We will rebuild or re-set your piece at cost — you pay only for materials, never for our labor. Email maddi@remeinz.com with photos and we'll take it from there.
What if my item arrives damaged?
If your jewelry arrives damaged or defective, email maddi@remeinz.com within 48 hours of delivery with photos and your order number, and we'll make it right immediately.
JEWELRY & CARE
What material are your pieces made from?
All Remeinz jewelry is crafted from solid sterling silver. Our black diamond pieces are set with natural, earth-mined diamonds, expertly color-enhanced to achieve their distinctive black tone — every stone we set is guaranteed natural. Read the story of our black diamonds.
How do I care for my sterling silver jewelry?
Sterling silver can tarnish over time due to exposure to air and moisture. To keep your pieces looking their best:
Gently polish with a jewelry cloth
Avoid contact with lotions, perfumes, chlorine, and harsh chemicals
Store in a dry place when not worn
Tarnish is normal with sterling silver and is easily removed with regular care — and remember, re-polishing is always free under our lifetime guarantee.
How do I find my ring size?
We recommend visiting a local jeweler to have your finger professionally sized — this ensures the most accurate fit.
CUSTOM STUDIO
What is the Custom Studio?
A one-on-one design experience with founder and designer Madeleine Kligerman. We create custom jewelry, engagement rings, wedding bands, and reimagined heirlooms in sterling silver, gold, natural stones, and diamonds — each piece developed through conversation and handmade in New York. Learn more here.
How does the process work?
It begins with a conversation: share your inspiration, preferred materials, budget, and timeline through the Custom Studio inquiry form. From there we move through discovery, design, and creation — refining every detail with you before your piece is made by hand.
How long does a custom piece take?
Timelines vary with the design and materials. We'll agree on a timeline together during the design conversation, before anything is committed.
Still have questions?
Email us anytime at maddi@remeinz.com — we're happy to help.
