FAQ – The Castle Jewelry



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!


When Will My Item Be Shipped?

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


Can I Upgrade My Shipping?

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


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.


How Is My Item Packaged?

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


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.


Will The Return Address Give Away My Surprise?

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


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 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.


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


Do You Craft Custom Made or Engraved Jewelry?

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 contact us at 859-309-0041 if you would like to order something personalized.


Do all rings come in the same size?

No! We have several one of a kind pieces within our inventory that we can NOT 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.


What is the size of the watch bracelet?

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 prior to shipping. If you need extra links, please contact us before you place your order.


Can You Customize My Rolex Watch?

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


Do Your Rolex Watches Come With The Original Box and Papers?

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.


Can I Buy One Of Your Ring Settings Without The Diamond?

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


I Am Looking For An Item That Is NOT In Your Inventory?

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.


I Like The Item, but I just Need A Small Change?

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!


Are Your Product Photos of The Actual Product?

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.


Can I View The Jewelry Online At One Of Your Other Locations?

You are able to request jewelry to be sent to another location, however we do require a 20% of total purchase price as a deposit 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.

Returns, Exchanges, and Refunds

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:


Attn: Brittany Jacobs

210 W. New Circle Rd

Lexington, KY 40505


Can I Return Custom or Special Orders?

All Sales Are Final on all Custom or Special Orders


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 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.


Do You Include Appraisals?

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


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.


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!


I need a Repair. Where do I go, and how much does it cost?

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 of repair 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 convenient Store Locator or by contacting us at 859-309-0041.

For more information on repairs please see our Jewelry Repair page


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 859-309-0041 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.


Can Someone Else Pick Up My Order?

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


Can You Gift Wrap My Order?

Yes! Gift wrapping is available upon request


I would like to provide feedback on my experience. Where do I go?

Whether you have feedback about our website or our store locations, your comments and suggestions are very important to us. We offer several ways to provide feedback:

By Phone: You may also call us directly at 859-309-0041 to speak with us.

By Email: Click To Directly Email


What Payment Methods Do You Accept?

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


Do You Offer Financing or Layaway?

We have financing available in store and layaway available online or instore please call us at 859-309-0041 to set up layaway for an online item.

For more information please visit our Financing and Layaway page.


Are The Prices Negotiable?

For The Most Part, YES! Some jewelry is already priced at it's absolute lowest but we encourage offers on all other items!


Will I Be Charged A 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.


Why 2 Prices?

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!


Contact Us

Directly email us using the form below. We are ready to assist you with anything you may need. For live support please do not hesitate to call us or start a live chat!

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