The Art Of Jewels

Thank you for your feedback. We are happy you love the ring and that it arrived within 13 days of your purchase date. We are sorry to hear that the ring box did not meet your expectations, and we appreciate you sharing that with us. Regarding the shipping packaging, we do intentionally ship all orders through FedEx in a standard, discreet package so the contents are not recognizable as jewelry. This is done for the safety and security of each shipment. That said, we understand your comments about the ring case itself and will share your feedback with our team as we continue looking for ways to improve the customer experience. - The Art of Jewels

Thank you so much for sharing this! We are thrilled we could help bring your vision to reality and create the engagement ring you had been searching for. It means so much to know you felt supported throughout the custom process, and we’re honored to have been part of such an important moment. Wishing you a lifetime of happiness and love!

Dear Jim, I am writing to address your order and clarify the situation regarding your refund. Our standard production time is 10–18 business days. While your setting was completed on schedule at our New York facility, there was an unfortunate delay in receiving your diamond from the international grower. This specific stone was being featured at an international show and was returned to the grower later than expected. When you emailed to cancel the order, the diamond was already in transit to our San Francisco office. Our representative, Linda, attempted to reach you by phone to discuss this, but we understand a dispute was filed with PayPal that same day. Please be aware that once a dispute is filed, PayPal immediately removes the funds from our account. It typically takes PayPal up to 15 business days to process these funds and deposit them back into your account. Your ring was ready for shipment the same day we received the dispute notification; however, we could not proceed without speaking with you first. We sincerely apologize for the delay and the inconvenience this has caused. Had we been able to connect via phone, we could have issued a refund immediately to ensure you received your funds faster. Thank you for your patience.

Hi Eric, I have reviewed the details of your order and the recent interactions with our team. Your order was placed on March 30th. With our standard 12-business-day production timeline, the estimated shipping date was April 15th. While your setting was ready by April 12th, the center diamond, which, like all our diamonds, was arriving from overseas, experienced a delay in the U.S. Customs. The package cleared customs on April 20th and arrived at our San Francisco facility on April 21st. We set the stone and shipped your ring the same day. How did a four (4) day delay turn out to be " Double the time"? To accommodate this, we upgraded your shipping from two-day to overnight, and tracking shows you signed for the package on April 22nd. Our records also show consistent communication with you from April 10th through April 21st. Here is the real reason why you are upset: Today, May 26th, you contacted Shila, our customer service rep, via our live chat asking for a $75 resizing credit/refund for resizing that you did with your local jeweler. Our representative explained that we do not offer monetary refunds for resizing within the U.S. Instead, we provide free resizing, including round-trip shipping, as outlined in our policy here: https://theartofjewels.com/static.php?page=about-us/resizing-policy. When you realized that you had read our policy wrongly, you started cursing our female rep. We have documented the inappropriate language used toward Shila during your chat today and have attached the screenshots for reference. Here is proof of the communication via Chat today: https://drive.google.com/drive/folders/1Uop7hegoCkcuMuNDLHQwiGNJC4L5GWlA?usp=sharing We stand by the quality of our jewelry and the transparency of our process. We wish you the best with your future wife.

Thank you so much for your kind words! We’re thrilled to hear you love your emerald ring and that your experience with our website was smooth and easy from start to finish. Your support means the world to us, and we hope your beautiful ring brings you joy for many years to come. ❤️💚 – The Art of Jewels

Thank you for sharing your experience. We are very glad to hear that you love both your engagement ring and wedding band, and that the quality, craftsmanship, and value of the finished pieces met your expectations. We do want to respectfully clarify the timing, because these orders moved through production during a difficult winter shipping period in New York and the surrounding region. In January, the New York region experienced a coastal snow event at this time that brought several inches of snow across the area, followed by multiple additional winter weather events in February, including snow, sleet, ice, freezing rain, and strong winds that were just out of our control, unfortunately. Those conditions affected carrier movement, regional transit, and the reliability of both incoming and outgoing shipments during the same period your custom orders were being completed. While we understand how important your dates were, the delays were tied to factors outside of our control, including incoming stone and material arrivals, quality-control timing, and weather-related shipping disruption across the region. We also want to clarify that we did communicate updates regarding the delays. We understand you would have preferred more frequent status updates, especially with an engagement and wedding timeline involved, and we do apologize for that, but the delays themselves were not due to a lack of action by our team. When concerns were raised, our team responded, continued working to move the orders forward, and, in the case of the wedding band, provided a loaner ring so you would have something available for your ceremony. Regarding the completed wedding band, the loaner ring did need to be returned before the final ring could be released. We understand that the step may have been frustrating, but the final ring was not being withheld without reason. We are pleased that you love the finished rings and that the quality exceeded expectations. We also appreciate the feedback regarding communication. Custom jewelry timelines can be affected by casting, quality control, incoming arrivals, carrier movement, and severe winter weather, and while we always work to complete and ship orders as quickly as possible, some factors are simply outside of our control. That being said, we appreciate your feedback and apologize for the delay caused by the storms. Most importantly, we are glad you love your rings. :-) Congratulations.

Updated Response 4/30/26: Hello Noemia, We’re going to address this directly, because your characterization doesn’t align with what actually occurred. At the time of your review, you did not provide sufficient identifying information beyond a first name, which required us to request clarification before we could meaningfully engage. The interaction you referenced came through our on-site ChatBot system (you never actually talked with us, as your review refers to). This was not a standard client purchase or shopping experience, and based on the available data, you were located outside of the United States, in Serbia. We do not ship internationally, as we advised you, and we do not advertise in your region. That alone means you were not, and could not be, a purchasing customer of The Art of Jewels. Despite that, your questions were still answered accurately and efficiently. We clearly stated our policies: we do not provide custom videos of stones, and our fulfillment timelines are approximately 10 days; we do not service orders outside of the U.S. There was no dismissiveness, and there was no failure to respond, just straightforward answers that didn’t match what you were looking for. As for the Trustpilot claim, we challenged the review because, based on the information initially available, we could not verify you as a legitimate customer or lead. Trustpilot did not determine your claims were “true”; they simply chose to allow the review to remain. That distinction matters. What raises concern here is the pattern: -Your IP address is from Serbia, which raises the question: how did you find us? We do not advertise on Google, and we do not have any presence in the Balkans. -Our system shows that you “Found us on Google,” but we do not advertise on Google -You asked several questions on our ChatBot and received answers to those questions. -We do not provide real-life videos, except for the ones we have on our site. -It takes 10 days for us to ship. Your response to the ChatBot was: “You don't even bother to say hello. nice service” It was difficult to read your response and questions, as even this sentence you wrote had many grammatical mistakes and was contextually broken. After that, you went to Trustpilot and searched for our name. We do not have a contract with TrustPilot, and we do not showcase that on our site. This means that you are a fake user and you basically targeted us. After this, you then edited your review multiple times. You have spent a lot of time revising your review and harassing us for someone who is not even a customer. You've never purchased from us, and your only interaction with us is a question answered by our ChatBot. Fake review by a Fake person that is targeting us. You know it, we know it, and now everyone who will read this review will know it as well. ------------------------------------------------------------------------------------------ Hello Noemia, We do not have you in our system, nor do we have an email from the one you provided. Additionally, you are not a customer as you provided no order number. Also, your ip address is from Serbia, where we don't advertise because we don't sell outside the United States, so clearly this is a targeted attack on us and untrue.

Thank you so much for coming back to us for a second purchase—we truly appreciate your continued trust. It means a lot to hear that you’re happy with both the quality of your lab diamonds and the value you received. We’re especially glad you felt confident in the experience and transparency—that’s something we work hard to maintain with every client. And it sounds like you selected some incredible stones! If there’s ever anything you need as you continue building your collection, we’re always here to help.

Hi Mirzada, I would like to provide an update on your order and explain our logistics process. Typically, items are manufactured at our New York facility and then shipped to our San Francisco office for a final quality check before being sent to the customer. Your order was placed on March 1st, and with our standard 12-business-day turnaround, it was originally scheduled to ship on March 17th. Unfortunately, our New York facility was closed for six days starting February 23rd due to severe weather, which created a production backlog. Your ring was completed on March 27th and shipped to San Francisco that same day. The FedEx package containing your ring was delayed at their Memphis facility but was released yesterday for delivery today. Although a delivery attempt was noted, our team has been on-site since 8:30 AM PST to receive it. You can monitor the progress here: FedEx Tracking Link (https://www.fedex.com/fedextrack/?trknbr=870026031041&trkqual=2461126000~870026031041~FX) We will ship your ring to you as soon as the package arrives at our office. We sincerely apologize for these delays, which were beyond our control. Best, AOJ Team

Thank you so much for sharing this with us! We’re absolutely thrilled to hear how much you love your upgraded bridal set. The combination of the Dilia setting in 14k yellow gold with platinum prongs and your 3-carat round stone, paired with the Winter 7-stone band, sounds truly stunning. Pieces like that are meant to sparkle for a lifetime, and it means the world to us that you feel the quality and brilliance lived up to your expectations. We also really appreciate your patience during the shipping delays caused by the New England blizzard. Our team always does their best to keep customers informed and taken care of, so we’re very glad we could help get your order to you in time for your birthday. That’s exactly the kind of moment we love being part of. Your kind words about the value, the craftsmanship, and the service mean a lot to our entire team. We hope your new set brings you joy every time it catches the light. Thank you again for choosing The Art of Jewels and for celebrating such a special occasion with us! ✨

Thank you so much for your kind words. We truly appreciate you taking the time to share your experience. Our goal is always to make the entire process clear, comfortable, and enjoyable, so it means a lot to hear that our team was able to answer your questions and support you along the way. We are also thrilled that you love how the ring turned out. Creating something meaningful and beautiful for our customers is the most rewarding part of what we do. Thank you for trusting The Art of Jewels with such a special piece.

Thank you so much for your kind words. We truly appreciate you taking the time to share your experience. It means a lot to hear that the communication, response time, and product all met your expectations. We work hard to make sure every piece arrives exactly as our customers envision it, and we are grateful you trusted The Art of Jewels with your order. We hope to create something special for you again in the future.