800-773-8123

Customer Service

Privacy | Security | Refunds | Order Policy | Custom Orders | Warrantees/Guarantees | Shipping and Delivery | Contact Info

Fairchild & Co. is committed to service. We guarantee the quality of craftsmanship for finished jewelry, custom orders, repairs and custom conversions. 

PRIVACY POLICY
We respect and are committed to protecting your privacy.  We may collect personally identifiable information when you visit our site.  We also automatically receive and record information on our server logs from your browser including your IP address, cookie information and the page(s) you visited.  We will not sell your personally identifiable information to anyone.

SECURITY POLICY
Your payment and personal information is always safe.  Our Secure Sockets Layer (SSL) software is the industry standard and among the best software available today for secure commerce transactions.  It encrypts all of your personal information, including credit card number, name and address, so it cannot be read over the internet.

REFUND POLICY
We offer a 7 day Money Back Guarantee on all products except for altered and custom ordered merchandise.  Call customer service at (800) 773-8123 within 7 days of receipt of the merchandise.

All refunds will be provided in the same method of initial payment at the time of purchase within 7 business days upon receipt of the returned merchandise, less a 3% restocking fee.  Sale merchandise is non-returnable.

ORDERING POLICY
Stock items ordered directly through the website are returnable for a full purchase price less 3% restocking fee within 7 days of receipt by Client.  Custom ordered, damaged or altered merchandise is not returnable.  Gemstones may be sent to you in advance on approval with full payment.  Fairchild and Company retains title to the merchandise until received by the Client.


CUSTOM ORDERS

Custom orders begin with a $500.00 design deposit fee that is fully applicable to the order.  Custom orders must be accompanied by a 50% deposit which is non refundable.  Once approved, final designs must be signed off on by the Client and returned via Fax at (505) 989-3577 or by regular mail.  Work commences upon final design approval.  Custom orders take 4-12 weeks (after the final approval) depending on the difficulty of manufacturing.  The size or measurements you provide will be the size we use.  Ring sizers and measurers vary; it is a good idea to be sized at two stores by experienced sales associates.  Fairchild and Company will not be liable for another jeweler’s work in altering Fairchild and Company merchandise.


WARRANTEES/GUARANTEES

For the preservation of all your fine jewelry, have it checked by a professional every six months.  If you notice your gemstone(s) is loose, take it to a jewelry professional at once.  Remember these gemstones are rare, please respect them.  

Fairchild and Company’s inlay policy is:  A piece of inlaid stone which falls out within three years of purchase is replaced without charge except for the cost of shipping.  Any stone/stones which break is replaced at current replacement value plus shipping.

LAYAWAY
Layaway is available for three months with three equal payments.  Layaway is not available on custom orders or sale items.

SHIPPING POLICY/DELIVERY POLICY
Please be assured that in stock items will ship out within 3 days of purchase, unless they require alteration.  You may choose your shipping service.  The carriers which may be used are:  U.S. Postal Service (USPS), United Parcel Service (UPS) or Federal Express.  Federal Express and UPS deliveries occur Monday through Friday, excluding holidays.  If you require express or overnight shipping, please call us at (800) 773-8123 for charges.

SHIPPING AND HANDLING COSTS:
Our minimum shipping and handling cost is $25.00  Out of State residents will not be charged New Mexico state sales tax.