FAQs
General Questions
Who is Tiary?
We are a passionate bunch of people who think you deserve a better way to buy jewelry. We transformed the entire process by building our own proprietary online platform that empowers you to become the designer. Now you can seamlessly craft each piece to your personal taste and express your individuality by wearing something just for you. And since we create each order as it comes in, we’ve eliminated the need for inventory, which means you get high quality customized pieces traditionally only offered by a high-end jeweler at much better prices.
How can I find the nearest Tiary Store?
At the moment we’re only online, but stay tuned! We're working on some ideas to change that!
What if I need some help with my purchase?
We want to make sure you’re 100% happy. So, whether you’re designing a piece to match your lifestyle and budget, picking out the perfect gift, or figuring out what size to order, our Designers are here to help. You can either message us and we’ll respond within 24 hours, or chat live with our Designers from 9am – 6pm EST Monday - Friday.
What is your Privacy Policy?
Your privacy is of the utmost importance to us, so we will never disclose, trade, rent or sell any information collected on our site. You have our word.
Is it safe to order on Tiary.com?
Definitely! Rest assured that we use industry-standard encryption technologies to protect your personal and financial data.
Do you offer any financing options?
Not yet, but we’re working on it! Check back soon.
Our Jewelry Materials And Customizations
Is everything custom made?
Yes. Everything. We have one job: making uniquely beautiful pieces just for you. It’s what we do!
I just placed an order, can I change the customizations?
If you need to make a change, we’ll do our best to help! Please get in touch with our Customer Experience Team within the same business day of submitting your order. We can’t guarantee that we’ll be able to change your order, but we’ll try our best. We recommend double-checking all of your customizations before submitting your order with us.
Can you do a custom design for me?
Unfortunately, we can’t right now, but we like your thinking. Please check back as there might be an opportunity for us to collaborate soon.
Are your gemstones and metals ethically sourced?
Most definitely! We want you to wear your Tiary creations with pride, so you can rest easy knowing we use only ethically-sourced stones and materials for our entire line of jewelry. All gemstones are warranted to be conflict-free and comply with United Nations’ guidelines that track each stone from mine to market, and all metals adhere to responsible mining practices. We want to make sure no one is negatively affected by our business so we only buy materials from legitimate sources.
Where is your product made?
Each and every item we produce is made by hand (and with love) in the United States.
What is the difference between genuine and simulated gemstones?
Genuine gemstones come from the earth and are refined to make them even more beautiful. Because they’re naturally derived, they are more rare and valuable than other types of stones. Simulated stones mimic the colour and glow of genuine gemstones, but have a more consistent and uniform look because they’re created in laboratories.
What quality are your gemstones?
We pride ourselves on using only high quality, ethically sourced materials. All of our gemstones are A-AA quality, and come from the best suppliers in the industry. All our diamonds are conflict-free and are minimum SI1 in clarity and G-H in color. Curious about the quality of the stones you’re getting with your order? Check the product details tab on the product page.
Why are not all stones offered in every item?
If you don’t see the stone you want offered for your particular piece, it’s because it isn’t available in the quality we expect for the shape and/ or size that you need.
What metals do you offer?
You can choose from sterling silver, 10-Karat and 14-Karat gold for your custom creations. In our sterling silver pieces, we use 925 silver which is made up of 92.5% silver and 7.5% of other metals, usually copper. On its own, pure silver is too soft and malleable, so copper is added to give the piece its hardness and strength. Like silver, pure gold is also too soft to produce jewelry, so it is generally mixed with other metals like copper or zinc to make it more durable. The difference between 10k gold and 14k gold is the amount of pure gold in the piece. 10k gold has a minimum of 41.7% gold, while 14k gold has a minimum of 58.3% gold.
Will the silver tarnish?
All silver will eventually tarnish, but with a bit of polish, it will look just like new!
Your Order
When will my order be processed?
We want to get your beautiful creation to you as quickly as possible so all orders placed during regular business hours will be processed the next business day.
What if I need advice on my purchase?
We’re always here to help! Message us and we’ll respond within 24 hours. You can also chat with one of our designers from 9am – 6pm EST Monday – Friday.
Can I cancel an order?
If you need to cancel your order, we’ll do our best to help! Please get in touch with our Customer Experience Team as soon as possible within the same business day of submitting your order for help. Unfortunately, we can’t change or cancel an order if we’ve already started the manufacturing process.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express and Apple Pay.
How is my order packaged?
Every Tiary piece is packaged to delight. If it’s a gift, you can get personal and add a little message.
Sizing
How do I know what size ring, bracelet or necklace to order?
We’ve got you covered! Check out our sizing guides for rings, bracelets, and necklaces or get in touch with us at hello@tiary.com and we’ll help you out.
Shipping And Delivery
How much is shipping?
We offer FREE standard shipping on all items to the United States and Canada. If you just can’t wait to get your order, you can choose to have your item expedited at checkout for an additional cost. For shipping outside of the United States and Canada, we’ve partnered with International Checkout. Your shipping costs will be calculated after you choose International Checkout in your shopping bag so there will be no surprises.
How long will it take to receive my order?
We know that waiting is always the hardest part, but we promise to get it to you as quickly as possible. We’ll have your custom piece ready to ship out in under two weeks, and then standard shipping times will apply, depending on your location.
Will I have to pay extra custom charges?
The prices you see on Tiary.com include shipping charges and any duty / customs charges within the United States and Canada, unless expressly stated otherwise. If you’re asked to pay any customs charges on your order within the United States and Canada, please get in touch with our Customer Experience Team and have your proof of payment on hand. If you are purchasing from outside the United States and Canada, there might be some additional duty and / or custom charges. Please note that these extra fees are the sole responsibility of the receiver.
Do you ship outside of the United States and Canada?
You bet! Additional duties and taxes may apply.
Do you ship to APO / FPO addresses and P.O. Boxes?
We ship to APO / FPO addresses, but not P.O. Boxes.
Returns Repairs And Resizes
Can I return a gift?
Definitely. We want you to be 100% thrilled with what you have received. On the off-chance that you’re not, we’ll happily give you a return for credit within 30 days of the original shipping date. All items qualify, except for pieces with names and engraving, as long as they’re unworn and in new condition. If you need to make a return or exchange, please get in touch with us at hello@tiary.com and we’ll help you out.
What is your return policy?
Definitely. We want you to be 100% thrilled with what you have received. On the off-chance that you’re not, we’ll happily give you a return for credit within 30 days of the original shipping date. All items qualify, except for pieces with names and engraving, as long as they’re unworn and in new condition. If you need to make a return or exchange, please get in touch with us at hello@tiary.com and we’ll help you out.
What happens if your piece doesn’t fit?
We’ll make it right! You can rest easy knowing we offer one free resizing within 45 days of the original shipment date – all you have to do is pay shipping. If you need a hand with sizing, check out our ring and necklace sizing guide or get in touch with us at hello@tiary.com.
Can I take the ring I bought to my local jeweller to be resized?
We wouldn’t. Your warranty will become void if any other jeweller resizes, modifies or repairs the piece.
How long does it take to process a return?
Once we receive your order, we inspect it for signs of wear or misuse then issue the appropriate refunds within 48 hours. Please keep in mind that your credit card issuer determines when the money will be posted to your account.
Warranty
Do you offer a warranty on your jewelry?
Yes. You can order your Tiary creations with confidence because every piece is covered by a one-year warranty on all manufacturing defects. Please keep in mind that this warranty will become void if another jeweller resizes, modifies or repairs the piece, or if it subjected to misuse.
How do I best care for my new jewelry purchase?
Pro tips: Try to keep your Tiary jewelry away from harsh chemicals like the ones in household cleaning products or chlorinated pool water. They can alter the metal in your jewelry. If your piece is silver, we recommend giving it an occasional gentle rub with a silver polishing cloth to prevent tarnishing.