Frequently Asked Questions
Each piece is hand made and therefore may be subject to slight differences. We stand behind every piece we create. If an item breaks due to our fault, we will gladly repair it. All repairs will be covered within the first 3 months of purchase. Please email us at info@shopvale.com to request a Repair Authorization (RA) Number and Form prior to shipping any item to our showroom for repair. Please mail item back via a traceable carrier with the appropriate padding and original packaging. We will need a tracking number to ensure product was sent for delivery back to our studio.
Your jewelry is made from precious metal (14K gold, 18K gold or platinum) with and without semi-precious or precious stones.
To ensure both the luster and longevity of your jewelry, make sure to keep it away from harsh household chemicals and limit exposure to perfumes.
Do not wear jewelry in swimming pools or saunas as chlorine, salts and extreme heat can damage the metal and stones. Avoid heavy lifting while wearing rings.
To clean your jewelry, let it soak in soapy water (using mild dish detergent) for 2 hours and brush gently with a soft toothbrush or cloth.
If you need additional cleaning help please feel free to contact us.
We accept returns for store credit and exchanges ONLY, within 2 weeks of delivery date. All items are available for merchandise credit only. Store credit is for item returned minus shipping and handling fees. For items that are past the 2 week limit, a restocking fee will be applied. In cases where customers are exchanging items, customers are responsible for shipment cost both back and forth. Please email us your Order number to obtain a Return Authorization (RA) Number and Form PRIOR to shipping back your item. No store credit will be granted without a Return Authorization Number. Your store credit amount will exclude shipping costs (with the exception of faulty items) which we deduct to cover the cost of our collection service.
If your order has been sent to a destination within New York State, all sales taxes will be refunded. Outside the United States, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. Exchanges made to destinations outside of the US will be processed for customs clearance, any relevant import duty and tax charges will apply and be the responsibility of the customer.
Custom Designs
Timing is dependent on the complexity of your design and the sourcing of its materials, however, it typically ranges from 4-10 weeks.
For more information on our custom design process or to submit a quote, please click here.
If you are unable to visit our Showroom in person, we can conduct all design meetings virtually through your preferred method of communication (FaceTime, Zoom, Skype, phone call, etc).
For more information on our custom design process or to submit a quote, please click here.
We are happy to create a design using a client's own stone. However, we will need to review and inspect the stone(s) first to ensure they are not damaged and are strong enough to withstand the setting process. Depending on the design, a client's own gold or platinum can either be incorporated into the design or applied as credit towards the cost of your new design. Please contact us at info@shopvale.com or 212-398-2708 for more information and specific requests.
For more information on our custom design process or to submit a quote, please click here.
We use 100% recycled gold with a focus on ethically sourced earth-mined diamonds, lab grown diamonds, moissanites, diamond alternatives and natural gemstones. We also offer platinum for any of our ring designs.
For more information on our custom design process or to submit a quote, please click here.
Shipping
All products are shipped via UPS, depending on destination, with insurance unless another shipping method is requested prior to the order. Please contact us to inquire about signature required and other delivery options for your package before placing your order.
Shipping time within the United States (48 contiguous states + Hawaii and Alaska) ranges from 1-5 business days. Vale will generate an automatic email (sent directly from UPS) once your item is shipped.
Please allow 2-3 business days for IN STOCK product to be prepared for shipping (this does not include fabrication time). Certain items require up to 14 business days for fabrication. If you need an item rushed, please call us at (212) 398-2708 to check availability and verify estimated completion time.
For all international orders, shipping time varies by location. Please contact us for an estimated shipping time based on your specific shipping destination.
Customer is fully responsible for all duties and taxes assessed. If you would like, we can provide estimated quotes for you via our courier service. To inquire, please contact us at info@shopvale.com or +1(212) 398-2708 to learn more about these applicable fees prior to ordering.
If you would like to pick up your order at our Midtown Showroom, please select the Local Pickup option at checkout. Once your order is ready, we will contact you at the e-mail address provided to set up an appointment for your pickup.