FAQ

What is your return policy?

For products purchased through A Touch of Golds official website, if you are not 100% satisfied with your purchase, you can return it for a full refund or exchange it within 30 days of the shipping date. Items must be returned in their original condition, must show no signs of wear and must be accompanied by all original certificates and documentation, if applicable. Any promotional item or free gift included with your order must be returned along with your item, or the retail value of the promotion/gift will be deducted from your credit. Shipping costs will not be refunded and all shipping costs incurred for the return of the item are the sole responsibility of the customer.

What happens if I received a damaged or defective item?

We take pride in the quality and craftsmanship of all our products. In the event that you receive a product that is damaged or defective we will provide you with a prepaid return shipping label, once received we will ship a replacement item at no cost to you. PLEASE NOTE: Damaged or defective items must be reported within 30 days of the original shipment date.

How do I return the item I have purchased?

To return an item please contact us at customerservice@toggold.com or 1-213-291-8164 to request a Return Merchandise Authorization (RMA) number. Once approved, you will receive an e-mail containing your RMA number, along with packaging and shipping instructions. For your protection, we recommend shipping returns insured using FedEx, or USPS Express or Priority Mail. Return shipping costs are the responsibility of the customer. The package will be returned to its original sender if the RMA number is not included on the box or if the package has been damaged or tampered with. Return Address: A Touch of Gold 510 West 6th Street suite #515 Los Angeles CA, 90014

Who is responsible for the items while in transit?

We unfortunately cannot accept responsibility for items lost or stolen while in transit. For security purposes, we strongly encourage you to purchase insurance when you return items.

How do I know the status of my return?

Returns are processed weekdays and typically entered into our system within 24 business hours of receipt. Once entered into our system you will receive a confirmation email alerting you that your return has been passed along to our Quality Assurance department. Please allow 5 to 15 business days for this process to complete.

If you are expecting a return shipment

You will receive an email once the outbound shipment date has been set. You will also receive a shipping confirmation email the day of the outbound shipment.

How can I make a return from outside the U.S.?

Please contact us at customerservice@toggold.com or 1-213-291-8164 to speak to a customer service representative.

How long will I have to wait for a refund?

Credit will be submitted to your bank within three business days. It may take your bank up to 10 -15 business days to post the funds to your account. Orders paid for through PayPal will be credited back to your PayPal account within two weeks. Please note that normal return processing times may double after a major holiday.

How do I cancel an order once it has been submitted?

If for any reason you wish to cancel your order, please contact Customer Service at customerservice@toggold.com or 1-213-291-8164 to speak to a customer service representative.

Is it safe to mail jewelry?

Yes, your order will be shipped to you fully insured, via FedEx or USPS

Is Shipping free?

Free Shipping for all orders of $100 dollars or more.

How long will it take to get my order?

Your order will be shipped to you fully insured, via FedEx or USPS. We make every effort to ship orders of in-stock items the same day the order is placed. However, orders may ship anytime within the indicated shipping window on each product. Once the shipment is processed, your order will arrive in 1-5 days in the 48 contiguous United States. For shipments to Alaska and Hawaii, shipping takes three to seven days. No shipments are processed after 1pm Pacific Time Fridays, as well as Saturdays and Sundays and holiday delivery is not available. All shipment require signature at delivery. Please note that occasionally in-stock items may be temporarily out-of-stock or back ordered. We will make every effort to communicate any shipping delays within 72 hours of your order. Delivery to PO Boxes is not available, but billing addresses may contain PO Boxes. If you place your order before the cutoff time on a regular business day (Monday through Friday), your order will begin processing that day. We urge all customers to inspect your package for damage or tampering before receiving or signing for receipt. Shipping date is based on when your package leaves our shipping department.

How do I track my order once it has been shipped?

An email notification with a tracking number will be sent to you once we ship your order. To check on the status of your shipment, click on the tracking number displayed in the email, or check the My Account section on the website or email customerservice@toggold.com or call 1-213-291-8164, please provide your order number and contact information in your communications with us to get the latest update of your order status.

If I paid for shipping of returning and item do I receive a refund on the shipping fee?

No, the shipping fee is no refundable, unless we shipped an incorrect item or the item has a defect. Returns are processed weekdays and typically entered into our system within 24 business hours of receipt. Once entered into our system you will receive a confirmation email alerting you that your return has been passed along to our Quality Assurance department. Please allow 5 to 15 business days for this process to complete.

Do you charge Sales Tax?

Sales tax is only collected for items shipped to California, other states do not apply. If it is an international order, duties and taxes are the responsibility of the buyer.

Do you ship internationally?

All A Touch of Gold international shipments are under insurance coverage until the package reaches its destination. We advise clients and/or their recipients to be available at the shipping address at the time of delivery; as once delivered A Touch of Gold does not hold any responsibility for the parcel. We offer standard flat rate shipping with some locations offering priority service as well.

Customs, Duties and Taxes

The local customs office of the destination country may impose customs fees, import duties, taxes, and compliance and other government agency charges to your international order. The recipient of the shipment will be responsible for all the additional charges required for customs clearance. On the arrival of your order at customs, you will either be contacted by our shipper or directly by the customs office to arrange for the payment of any charges that may be due.

Do you offer a warranty on products?

We at A Touch of Gold offer a one year warranty on all our jewelry against manufacturing defects and workmanship. If you believe your item has a manufacturing defect, you may return it to us for inspection. If we determine your merchandise is damaged due to a manufacturing defect, we will repair the merchandise or, if we deem appropriate, replace the item. If the item is no longer available, A Touch of Gold may, in its discretion, replace with like-kind or allow a refund equal to the selling price of the original item or component. If we determine that the damage is not caused by a manufacturing defect, then we will notify you and let you know if repair services are available at cost or otherwise.

What are my payment options?

VISA, MasterCard, American Express, Discover, Debit Cards with Visa/MasterCard Logo and PayPal

Are your Diamonds conflict free?

All Diamond merchandise manufactured by A Touch of Gold is conflict free.

How do I check the status of my repair?

Please contact Customer Service at customerservice@toggold.com or 1-213-291-8164 to speak to a customer service representative.

How can I check the status of my order?

An email notification with a tracking number will be sent to you once we ship your order. To check on the status of your shipment, click on the tracking number displayed in the email, or check the My Account section on the website or email customerservice@toggold.com or call 1-213-291-8164, please provide your order number and contact information in your communications with us to get the latest update of your order status.

Do you offer repair services?

We at A Touch of Gold offer a one year warranty on all our jewelry against manufacturing defects and workmanship. If you believe your item has a manufacturing defect, you may return it to us for inspection. If we determine your merchandise is damaged due to a manufacturing defect, we will repair the merchandise or, if we deem appropriate, replace the item. If the item is no longer available, A Touch of Gold may, in its discretion, replace with like-kind or allow a refund equal to the selling price of the original item or component. If we determine that the damage is not caused by a manufacturing defect, then we will notify you and let you know if repair services are available at cost or otherwise.

Do you price match?

We believe that our prices can’t be beat. However, if you find a competitors price of comparable quality and characteristics that is lower in price than the one on our site, simply message, email customerservice@toggold.com or call 1-213-291-8164 and we will be happy to review your inquiry.

Custom and personalized orders

If you need any adjustments or changes on a piece of jewelry that we have, we can make changes to fit your needs or customize a piece of jewelry, we are here to make your jewelry dreams come true, message us, email us customerservice@toggold.com or call 1-213-291-8164 and one of our team will be more than happy to help you.

How do I Care for my Jewelry?

Caring for Gold jewelry: Gold jewelry of any karat can be cleaned lightly using a soft cloth. For a more thorough cleaning, soak your gold jewelry in a glass of warm water with a drop or two of non-detergent soap (Ivory, Dr. Bronner's, etc) to help remove any oils and loosen buildup. Remove after a few minutes and pat dry with a soft cloth. To clean further, use a very soft, worn toothbrush to carefully remove any dirt particles or debris from more intricate components and settings. Caring for Sterling Silver Jewelry: Follow the directions for cleaning gold jewelry above. For silver jewelry with a high-polish surface, you can use a special silver cleaning cloth to restore the shine. For silver jewelry with a matte finish, make a watery paste of baking soda and water and rub gently to restore surface. Caring for Black Rhodium Sterling Silver: Black rhodium is a plating that may wear off over time, especially in the presence of items containing sulfur such as leather, rubber, chlorine, and perspiration as well as lotions, perfumes and oils.  It is not advisable to polish or wipe your black rhodium silver jewelry. Wipe gently only if needed and never use anything but a clean, nub-free cotton cloth. AVOID silver polish or dip style cleaning products which will remove the plating Caring for Wedding, Engagement and other gemstones: Since you will probably be wearing your ring on a daily basis, it will need to be cleaned every 1-2 weeks at least. Doing this at home is very easy and inexpensive. Most rings made of gold, platinum, diamond, sapphires and rubies can be cleaned by following these directions (the same method we suggest for cleaning gold jewelry): Place your ring in a dish of warm water with a few drops of non-detergent soap (Ivory, Dr. Bronner's). Let your ring soak for 5-10 minutes to loosen any buildup. Use a baby toothbrush and gently clean around the stone settings. Be sure to clean under the stone setting as well. Rinse in warm water and pat dry with a soft cloth. All the cleaning in the world won't take the place of getting your ring professionally cleaned and inspected. We recommend having this done every 6 months. Jewelry, especially your ring, should be the last thing you put on after clothing, make-up, hairspray and perfume. The chemicals and oils in cosmetics can dull its shine, and prongs or pave settings can catch on clothing. Let your ring rest in a safe place while you do chores around the house, garden, work out or play sports. Make sure to store your jewelry properly. Diamonds can scratch other stones, so store each piece separately in a jewelry box or soft pouch. Be sure to remove your ring when showering or swimming. Soap buildup from the shower can cause your ring to look dull. Swimming in chlorinated water, such as a pool or hot tub, can cause damage and pitting to gold and platinum. If you are swimming in the ocean, the cold water may cause your fingers to shrink enough so that your ring actually slips off! Wear with caution! We do things every day that can cause our rings to break or bend. Clapping (with ring on each hand) can cause surprisingly excessive damage. Moving heavy items, hoisting luggage, handling heavy pots and pans, lifting weights, biking and many other every day activities should be done while taking care not to put strain on your rings. When in doubt take it off and put in a safe place.

What are the different Birthstones?

A birthstone is a gemstone which is associated with the date of one’s birth and the wearing of such birthstone is considered to bring good luck and health. Certain gemstones are believed to have Supernatural powers and their relationship with planets. Birthstones on the basis of calendar months: January’s Birthstone - Garnet February’s Birthstone - Amethyst March’s Birthstone - Aquamarine April’s Birthstone - Diamond May’s Birthstone - Emerald June’s Birthstone - Pearl / Alexandrite  July’s Birthstone - Ruby August’s Birthstone – Peridot September’s Birthstone - Sapphire October’s Birthstone - Opal or Pink Topaz November’s Birthstone - Citrine / Yellow Topaz December’s Birthstone - Blue Topaz /Tanzanite