FAQ

Please note that all our products are made to order in our New York City workshop unless otherwise labeled on individual product description as in stock. Average production lead time until receipt of delivery is approximately 4-6 weeks from date of purchase.

For rush delivery options please call us at 914-715-9297 or or email us at info@twkessler.com

If you've ordered multiple items, we batch them together as one shipment, unless otherwise requested via email. Once an item ships, it should arrive via FedEx in 2-3 business days within the United States.

Some of our styles can be rushed, others cannot. If you are interested in placing a rush order:

Please email the style name and custom details to info@twkessler.com along with the date by which you would like to receive it.If you have already placed your order, please be sure to include the order number in the email (found in the confirmation email you received).

We will let you know right away if a rush option and overnight shipping is available for that specific style. Please note that there will be surcharge for rush items and overnight shipping options.

At this time, we only ship to addresses in the United States.

- Shipping rates and charges are calculated automatically the time of checkout and purchase. To protect your jewelry package, all orders are insured via our secondary jewelry insurance shipping provider, ParcelPro.

- All jewelry shipments require a direct signature and will be send FedEx Priory overnight. We do not ship to PO Boxes. Customers are responsible for any and all shipping charges on any bounced or undeliverable packages.

- If an item is in stock it will ship immediately. Please note that if you've ordered multiple items, we batch them together as one shipment, unless otherwise requested via email.

TW Kessler accepts all major credit cards including Visa, MasterCard, Discover and Amex. Bank Wire and convenient payment options including shoppay, Paypal, Google pay. Payment is processed at the time your order is placed, regardless of the lead time on your piece. For payment plan options please click the Partial.ly tab for further details. 

Please note we can only accept one form of payment. Payments cannot be split across multiple credit cards.

Sales tax is collected on orders shipped to addresses in states which require our business to collect and remit. Requirements and thresholds may change due to factors outside of our control.

We offer exchanges or store credit within 14 days of receipt of purchase. We do not provide refunds.

All returns and exchanges require approval. Approved exchanges are accepted for items purchased on twkessler.com. We do not refund for the cost of shipping, unless we have sent an item in error.

To protect our jewelry and your return package, we will issue you a Return Label to make sure each package is insured properly for its value. Items for exchange will be inspected before accepted. Exchanges and credits will be processed for accepted items, excluding original and return shipping fees. Merchandise should be returned in its original condition with the original T.W. Kessler box and pouch.

- Put your jewelry in a shipping box along with your exchange form. Jewelry must be returned in the original packaging.

- Attach your pre-paid label to the shipping box.

- Bring your packaged box to a FedEx, depending on the label provided.

If your made-to-order item is still in production, and you have not yet received it, we are happy to cancel the order and provide a store credit.

Due to the variations in size, all rings ordered online are considered special orders and are subject to a 15% restocking fee if an exchange is requested or if you request to cancel a ring that is still in production.

Once items are engraved, they are final sale. Custom, and personalized products (including initials, lettering, birthstones and custom sizes) are FINAL SALE and cannot be exchanged or returned for store credit.

Merchandise showing signs of wear, resizing, or damage in any way will not be accepted and will be returned to the sender (at the sender's expense). T.W. Kessler LLC reserves the right to refuse an exchange/repair of any item that does not meet the above requirements.

Jewelry by nature is delicate. We are happy to repair an item, at no charge to you, within the first 90 days of receipt of purchase. Repairs needed after 90 days, or deemed to be caused by misuse, will incur repair and shipping fees at the expense of the customer.

Many (but not all) of our rings can be resized. Pricing for ring resizing varies depending on style. Requested ring resizing and shipping will be at the expense of the customer.

We cannot accept responsibility for items repaired by any other jeweler. Any and all warranty of the piece will be considered void if another jeweler has worked on a T.W. Kessler design.

T.W. Kessler jewelry is made from precious and semi-precious materials and should be cared for accordingly. To extend the life of your jewelry, please follow these care instructions:

Take off your jewelry before your daily rituals such as - showering, lotion, perfume, exercise, washing dishes, etc.

Before bedtime, lay your jewelry out flat on a fabric surface to avoid tangling and/or scratching.

For necklaces, clasp the necklace when removing it to assure the chain does not tangle or knot.

To clean your diamond jewelry, use a soft toothbrush with dish soap and gently scrub the metal and diamonds.