THE CASTLE WELCOMES YOU TO OUR NEW & IMPROVED WEB STORE

FAQs

If you do not find the answer to your question here, please contact Brittany at 859-299-6788

Online Orders

How do I make a purchase on the website?

There are several ways you can purchase jewelry found on our website. You can add the product to your cart and check out online. You can call us at 859-299-6788 to place an order over the phone during our online business hours, Monday-Friday 9am-4pm ET or Saturday 9am-2pm ET. Make sure to ask for Brittany or our online department.

You can also set up an appointment to come into our main location at 210 W. New Circle Rd, Lexington, KY 40505 to purchase in person. If you need to use multiple credit cards or want to put an item in layaway, be sure to call us during regular business hours so we can help you with your order.

What payment methods do you accept?

We accept all major credit cards, paypal, direct wire transfer, cash and personal checks.

Will I be charged sales tax?

If you live in Kentucky or Ohio, you will be charged 6% sales tax. If you live outside of Kentucky or Ohio and the jewelry is being shipped outside one of those 2 states, you will not be charged sales tax.

Can I view the jewelry online at one of your other locations?

If you go into the location you would like to view the jewelry and pay a 50% refundable deposit, we can have the piece you want to see transfered to that location. Please bear in mind that it can take up to a week to have something transferred.

Do you include appraisals?

We would be happy to include a Castle Jewelry written appraisal for insurance purposes, at your request.

Shipping

How do you ship?

We ship via the United States Postal Service or FedEx. Orders under $1000 will be shipped via USPS Priority Mail. Orders over $1000 will be shipped via USPS Express Mail or FedEx – whichever will get it to you overnight!

Can I upgrade my shipping?

You can! You can upgrade your USPS Priority Mail to Express Overnight delivery for $15.

Will I need to be home to receive my package?

We request signature confirmation on any packages over $100. Please make sure someone will be available to sign for your package the day it is expected to be delivered. If you want us to wait to ship, please be sure to contact us.

When will my item be shipped?

Orders placed before 3pm Eastern time Monday-Friday will be shipped the same business day.

What happens if my package is lost in the mail?

All of our packages are insured. If you believe an item was lost in the mail, please contact us immediately.

How is my item packaged?

The jewelry is placed into lovely gift boxes. The outside packaging is discreet USPS or FedEx packing.

Will the return address give away my surprise?

It will not! The return address will be from Brittany Jacobs T&M, Inc.

Can I ship to an alternate address?

We only ship to the billing address listed on your credit card. If you want to ship to a different address, we request you set up a Paypal account that allows shipping to that address. You may also do a direct wire transfer, in which case we will ship to whatever address you would like.

Do you ship internationally?

At this time we do not offer international shipping, due to insurance purposes. If you have found something you like and want to be responsible for the insurance yourself, please contact us and we will try to set something up for you.

Returns

What is your return policy?

Online: We know jewelry is a blind item and it is hard to purchase online without seeing it first. You can return jewelry purchased online, site unseen, for any reason within 14 days of your purchase for a full refund, minus shipping. Please contact us to initiate your return. We will refund you the payment method you used as soon as we receive your return. It needs to be in the original condition. If you notice any issues with your purchase when it arrives, please contact us immediately.

In Store: Jewelry purchased in any of our 10 physical locations can be returned for store credit within 30 days of your purchase.

Layaway: All layaway purchases are final. Your final payment is due no later than 90 days from the date of your initial down payment. If you cancel your layaway prior to full payment, all payments made will become store credit.

Custom Orders: All custom orders are final.

How do I return an order placed online?

Please contact us to initiate your return. We suggest shipping it back to us the same way we shipped it to you. Be sure to purchase insurance and have signature confirmation. We are not responsible for returned items that are lost in shipping. Please ship your return, in its original packaging, to the following address:

T&M, INC
Attn: Brittany Jacobs
210 W. New Circle Rd
Lexington, KY 40505

General Questions

Is your jewelry new or reconditioned?

We sell both brand new and reconditioned jewelry at extremely discounted prices. Our reconditioned jewelry has been acquired by estate sales, trade ins, being sold to us, or through a forfeited loan.

How can I tell the difference?

Our jewelers recondition all of our pre-owned jewelry by hand. Most of the time we cannot even tell the difference but it is listed in our computer as new or used and the price will reflect the difference. If you are curious as to whether the jewelry you are interested in is used or brand new, please feel free to ask!

How do they recondition the jewelry?

Our jewelers are experts at working with vintage and antique pieces. They will buff and polish the mountings and make sure that all gemstones are tight in their mountings. When they go out for sale they are ready for a lifetime of wear and to be passed down for generations to come!

What is your guarantee on pre-owned jewelry?

We give the same manufacturer’s warranty on our pre-owned jewelry as we do on brand new jewelry. All of our jewelry has been thoroughly inspected by our in-house gemologists and jewelers, and are determined to be in very good to excellent condition. We replace missing stones and repair manufacturers defects that are not caused due to daily wear and tear or damage.

Make an Appointment

Let us know what time works best and we will be here to answer any questions. Most of our jewelry is not on the sales floor so we will need a scheduled time to have it prepared for you to see.

For same-day appointments, please call Brittany at (859) 299-6788

example: 11/27/17
example: 1:00pm

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