Frequently Asked Questions
Orders, Payments & Quotes
Q: What payment methods do you accept?
We accept credit/debit cards. We will email you a custom invoice and from there you are able to complete your purchase.
Q: Is there a design or artwork fee?
No — for custom and remake work, we offer a complimentary design or CAD/rendering.
Q: How long is my quote valid?
Your quote is valid for 30 days. After that, material costs or gem pricing may change.
Q: Can I cancel or change my order once it's placed?
Custom pieces (including remakes) are not refundable once production begins.
Production & Lead Times
Q: How long does custom jewelry take?
Typical turnaround is 4–6 weeks from the moment the design is approved — unless materials or gemstones require longer sourcing.
Q: What about remakes of heirloom or pre-owned jewelry?
Remakes usually take 4-6 weeks or 8–12 weeks, depending on complexity, sourcing, and design changes.
Q: Do you use CAD / 3D renderings?
We use both CAD and/or 3D renderings for almost all custom and remake designs. You’ll review and approve the digital rendering before we move to production.
Q: Can I request revisions?
Absolutely. After seeing your design rendering, we welcome your feedback. Small edits are part of our collaborative process; larger revisions may affect timing or incur additional costs.
Gemstones, Metals & Materials
Q: How do you source gemstones and materials?
We hand-select the finest stones and materials from global suppliers, ensuring we match quality with your vision.
Q: Can you reuse old metals or stones from my existing piece?
We can often reuse gemstones in your remake. As for metal, depending on its condition, sometimes it can be re-melted—but many designs require new material for structural integrity and finish quality.
Shipping & Delivery
Q: Do you accommodate virtual appointments and remote clients?
Yes! We offer virtual consultations and ship wax molds or previews if needed. You don’t have to be local to Houston to create your custom piece.
Q: Is shipping insured?
Yes, all shipments are fully insured. Recipients must sign at delivery, and we do not ship to P.O. boxes for high-value items.
Q: What happens if the package is lost or damaged?
Contact us immediately. We will work with the carrier to file a claim. Once reimbursed, we’ll replace or repair the item, though this process can take several weeks.
Care, Warranty & Repairs
Q: Do you offer a warranty?
Yes — we cover manufacturing defects at no charge within 90 days of delivery. After that, or for damage caused by wear, repair services are available at cost.
Q: Will you replace a lost stone?
If the piece is determined defective under warranty, we may replace the missing stone. Otherwise, stone replacement is treated as a repair, and a fee applies.
Q: How should I care for my jewelry?
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Remove jewelry when showering, exercising, or using lotions/chemicals
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Store pieces separately to avoid scratching
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Clean gently using mild jewelry cleaner or warm soapy water and a soft brush
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Have prongs, settings, and metal checked periodically (we offer maintenance services)
Store & Appointment Info
Q: Do I need an appointment to visit your studio?
For casual browsing or shopping, walk-ins are welcome. But for custom, engagement, or remake consultations, we recommend booking an appointment to ensure the right team member is available.
Q: Where are you located?
Our studio and appointment space is in Houston, Texas. Contact us for the exact address and directions.
Q: How do I start the custom or remake process?
Simply email jennifer@goldenthreadshop.com with your inspiration, what you own (if remaking), and your budget. We’ll respond within two business days to outline the next steps.
