Frequently Asked Questions




Do you ship to other countries?

At this time, we do not offer international shipping.

What shipping methods do you offer?

Please refer to our Shipping Information Page for details.

 How do I track my order?

Your shipment tracking information is automatically e-mailed to you once the shipping process for our order begins. 


Please be advised: Due to frequent attempted fraudulent card payments in our industry, our payment processing and order reviews may experience a slight delay during high volume times.

How can I find my purchase on my credit card statement?

You can identify any purchase you’ve made at Empire Jewelry as “EmpireJ”


What payment methods are available on your website?

We accept all major credit cards and payment methods via PayPal.


I received a promotional code. How do I use it?

You can apply any valid promotional code for Empire Jewelry by clicking “APPLY” at the appropriate field on the “Shopping Cart” page before checkout.


What should I do if I receive a ‘payment didn’t go through’ message?

Please check your billing information for any errors. You can try an alternate credit card, or try again after a few hours. If you need assistance or have questions, feel free to contact us.


Placing orders

How do I place an order?

  • First, navigate to the product page you’re interested in purchasing.
  • Then, select the correct size of the product and enter the name you’d like personalized into your custom piece.
  • Click “Add to Cart” and the product will appear in your cart.
  • Then navigate to Checkout by clicking the Checkout button in the main menu above which will bring you to the billing and shipping information form page.
  • Fill out the forms, double check for accuracy, and then click “Submit Order”.

That’s the entire order process from A to Z!


I have a special request for my necklace, what should I do?

 Please contact us before ordering.


How do I change an order after it has been placed?

Please contact us immediately as production of our custom pieces usually begin within 24 hours of receiving the order.

What is your return/cancellation policy for customized orders?

Most custom orders require a deposit to begin the process. Cancelled custom orders that already have begun work (designing, casting or stone setting) allow you to return 50%-80% of your initial deposit depending how far along the project is. Empire Jewelry reserves the right to determine the amount of deposit refunded. Orders that have been completed and delivered/picked up by the customer may not be returned, exchanged or refunded per our return policy.


There are no returns/exchanges for any customized, personalized pieces, or any jewelry pieces altered per request of the customer. This includes resizing and polishing.


How can I cancel an order?

Again, please contact us immediately via e-mail or phone.


Our Products

How do I measure my ring size?

Please refer to a ring size guide. Here are a few free resources online:


Is your jewelry made of real precious metals?

Yes, all of our products are made of 100% real gold and specifications are listed in their product page descriptions. We NEVER sell imitation or fake gold products.


Do you offer gift wrap and gift messages?

Yes. If you’d like gift wrapping for your order, please contact us after ordering your product and we can beautifully gift-wrap and add a gift message to your order as a custom request.


Returns and Refunds

What are your return conditions?

In the event you receive your order delivery containing a damaged piece of jewelry or a piece of jewelry with an error, please notify us immediately via phone or e-mail. We will either exchange your piece or offer a refund upon return of item.

Customers are able to return new, unopened items (with the tags attached and not removed to prevent return fraud) fulfilled by Empire Jewelry within 7 business days of the delivery date. PLEASE NOTE: On any returned and/or orders canceled after shipment of ANY kind, there is a 20% restocking fee. If the return is made in person, the restocking fee is reduced to 15%. We do not accept returns on opened/de-tagged items.

Empire Jewelry reserves the right to make any amendments to this policy at any time. Notifications of any changes will be published on this page. If you have any inquiries regarding this or any of our other policies, please do not hesitate to contact us.