FAQ

We ship via the United States Postal Service or FedEx. Orders under $1,000 will be shipped via USPS Priority Mail. Orders over $1,000 will be shipped via USPS Express Mail or FedEx — whichever will get it to you overnight!

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

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

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.

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

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

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

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 someone is not there, the package is normally sent to the post office where you can pick it up. If you want us to wait to ship, please be sure to contact us.

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.

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.

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 system 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!

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!

Yes! All of our product photos are pictures of the ACTUAL item. We take high quality photos that are very close up to give you as much detail as possible when making your next jewelry purchase. You may also request additional photos of any item if you would like to see additional angles or view it worn.

No! We have several one-of-a-kind pieces within our inventory that we cannot reorder. However, those items can be resized to some extent. We also have a few other items in our inventory that we can reorder in the perfect size for you. Please reach out to us if you have any questions.

The current size of the bracelet is on the product page. We are happy to size your watch for you prior to shipping. Just let us know what circumference you would like the watch to be. If you need extra links, please contact us before you place your order.

Yes! We can provide other dials and bezels to make the Rolex perfect for you! Please contact us if you are interested.

If a watch has original box and/or papers it will be stated and the picture of the box and paperwork will be shown. Otherwise, the watch will come with a Castle Jewelry hardwood presentation box and the watch will have been discounted accordingly. Many of our customers prefer the savings when there are no box and papers.

We do not offer engraving or customization on any of the products in our store or online. However, we can special order engraved/signature/personalized items for you! Please call us at 859-309-0041 if you would like to order something personalized.

We currently do not have any settings without diamonds on our website. However, we do have settings available in our physical store locations.

We would love to help you find it! We have 11 different locations and do NOT have all of the jewelry from those locations on our website. Please give us a call at 859-309-0041 to see if we might have the item that you're looking for.

A lot of our jewelry is one-of-a-kind items. However, sometimes we might have a similar item that would be perfect for you! Please give us a call at 859-309-0041 to see what we have!

You are able to request jewelry to be sent to another location. However, we do require a 20% deposit of the total purchase price to have it sent over. You may refund the deposit for the full amount minus a $15 shipping & insurance fee should you decide against the piece once you've had a chance to see it. Please bear in mind that it can take up to a week to have something transferred.

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 via the payment method you used as soon as we receive your return. The item needs to be in 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 11 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.

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:

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

All sales are final on all custom or special orders.

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 is determined to be in very good to excellent condition. We replace missing stones and repair manufacturer defects that are not caused by daily wear and tear or damage.

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

You are more than welcome to bring your repair into any of our 11 locations. The cost associated with the repair is based on the work needed. We recommend bringing your item in for an estimate so that you know what is needed and what it will cost. Our friendly and knowledgeable sales associates will gladly assist with your repair needs. You can find the store nearest you by using our Store Locator or by calling 859-309-0041. For more information, visit our Jewelry & Watch Repair page.

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 859-309-0041 to place an order over the phone during our online business hours: Monday–Friday 9am–4pm ET or Saturday 9am–2pm ET. 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.

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

Yes! We have financing available in store and layaway available online or in store. Please call us at 859-309-0041 to set up layaway for an online item. For more information, visit our Financing & Layaway page.

For the most part, yes! Some jewelry is already priced at its absolute lowest, but we encourage offers on all other items!

We price all of our jewelry against retail value. The retail value that you see is the price all the other retail jewelry stores are selling the item for. We pride ourselves on providing the highest quality jewelry at the lowest price!

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 two states, you will not be charged sales tax.

We require a valid ID of the order placer upon pick up. We cannot allow anyone else to sign and pick up your package.

Yes! Gift wrapping is available upon request.

Whether you have feedback about our website or our store locations, your comments and suggestions are very important to us. You can reach us by phone at 859-309-0041 or email us directly.