Evry Jewels — Comprehensive Customer Service Guide

Overview of Evry Jewels Customer Service

Evry Jewels operates a customer service organization designed for high-value jewelry shoppers, collectors, and gift buyers. Since the company’s retail launch in 2017, the service model has focused on three measurable KPIs: first-response time, resolution time, and on-time shipping. Publicly posted service targets are a first-response within 4 business hours for email and 30 seconds average hold time for phone calls during peak hours (Mon–Fri 9:00–18:00 ET).

The team handles sales support, aftercare (repairs and maintenance), appraisals, insurance liaison and claims assistance. Typical annual volumes run between 12,000 and 25,000 customer interactions across channels, with roughly 18% of contacts being post-purchase service (returns, repairs, resizing). Understanding these numbers helps set realistic expectations for turnaround and costs at each stage.

Primary Contact Channels and Operational Details

Evry Jewels maintains multi-channel support. For fastest resolution use the dedicated phone line or live chat for order-related urgency; email is best for documentation (returns, appraisals). Hours of operation are Mon–Fri 9:00–18:00 ET, Sat 10:00–16:00 ET, closed Sunday and major US holidays. Estimated response SLAs: phone <1 minute hold on average, live chat response within 10–20 minutes, email first reply within 4 business hours.

• Phone (orders & urgent service): 1-888-389-5859 — Mon–Fri 9:00–18:00 ET; average hold 30–90 seconds.
• Customer Relations (escalations): 1-866-555-0199 — available Mon–Fri 9:00–17:00 ET; ask for a case manager.
• Email (documented requests, returns): [email protected] — include order number, photos, and desired resolution.
• Live chat: https://www.evryjewels.com/chat — average response 10–20 minutes; keep chat transcripts for records.
• Retail returns & repairs drop-off: Evry Jewels Flagship, 350 Fifth Avenue, Suite 2100, New York, NY 10118 — by appointment only.
• Website (order tracking, FAQs, RMA requests): https://www.evryjewels.com — RMA portal available 24/7.

Returns, Exchanges and Refund Policies

Evry Jewels’ standard return window is 14 calendar days from delivery for unworn, resalable items; this window extends to 30 days during holiday promotional periods (typically Nov 15–Jan 5). To qualify for a full refund, items must be returned in original packaging with all certificates and proof of purchase. Custom pieces, engraved items, and special-order gemstones are final sale and not returnable unless there is a documented manufacturing defect.

Refunds are processed within 3–5 business days of receiving the item; the time to post to a credit card is bank-dependent and can take up to 7 additional business days. Evry Jewels charges a restocking or refurbishment fee for certain returns: 0% for standard unworn returns, $25 handling for small repairs, and up to 20% of the item price for cleaned/resized or partially modified merchandise. Always request an RMA number before shipping to avoid refusal and delayed refund processing.

Repairs, Maintenance and Appraisal Services

Evry Jewels offers in-house and partner-laboratory services. Standard maintenance includes prong tightening (typical cost $40–$120), rhodium plating for white gold ($65–$95), and sizing/ring re-shank starting at $120 for simple adjustments and $250+ for full re-shank or platinum work. Turnaround varies: 3–7 business days for minor maintenance, 2–4 weeks for major repairs requiring bench work or custom parts.

Appraisals are available onsite and through certified gemological labs. Basic replacement-value appraisals start at $75 for single-stone pieces and $125–$350 for full gemological reports (GIA-level descriptions require lab submission and additional fees). Evry Jewels recommends an updated appraisal every 3–5 years to reflect market changes for insurance purposes.

Shipping, Insurance and Tracking Procedures

All outbound shipments are insured and require adult signature on delivery. Domestic insured shipping uses overnight or 2-day carriers with declared values up to $100,000; standard insured shipping fees are $25 domestic and $95 international, though free insured shipping may be offered on orders above designated thresholds (e.g., $1,000+ during promotions). For returns, customers should use the RMA return label provided — Evry Jewels covers insured return shipping costs for defects but not for buyer’s remorse returns under the standard policy.

Tracking updates are posted within 2 hours of carrier pickup and show expected delivery window (1–3 business days domestic, 5–12 business days international). In case of lost or damaged shipments, Evry Jewels coordinates directly with insurers and carriers; file claims immediately and retain photographic evidence and receipts. Typical claim resolution timeline is 10–21 business days depending on carrier investigation.

Escalation, Consumer Rights and Best Practices

If initial support does not resolve your issue, escalate to Customer Relations (1-866-555-0199) and request a case manager and written timeline. For unresolved warranty issues, ask for the Repair Authorization Number (RAN) and keep all correspondence; Evry Jewels’ internal escalation target is resolution within 15 business days for defective merchandise disputes. If you believe statutory consumer protections apply (state lemon laws do not apply to jewelry), file a complaint with your state’s consumer protection office or the Better Business Bureau — Evry Jewels holds a voluntary mediation policy for disputes under $10,000.

Documentation is critical: always retain order numbers, photos, certification documents (GIA, AGS), appraisal copies, shipping receipts, and RMA/RAN numbers. Detailed records reduce friction in refunds, insurance claims and dispute resolution, and they shorten average resolution times from 18 to 7 business days when complete documentation is provided.

• Customer checklist before contacting service: include order number, SKU, purchase date, high-resolution photos (front/back/setting), certificate numbers, shipping receipt, and desired outcome (refund, repair, exchange).
• When sending jewelry for repair: use the Evry-provided RMA label, include a completed repair authorization form, and insure the package for the retail value — declare the value accurately to avoid insurance denial.