FAQ
Have any questions?
About the Company
Where is HAVERHILL located?
Our studio is located in Warren, Rhode Island.
What are HAVERHILL customer service hours?
Our customer service representatives are available Monday through Friday, 9 a.m. to 5 p.m., Eastern time. Please note that our studio is closed on all bank holidays.
How long has HAVERHILL been in business?
Our company has been in business since 2013. You can read more about our journey here.
Does HAVERHILL have a newsletter?
Yes! You can subscribe to our newsletter here to stay up-to-date on all of our new releases, promotions and styling tips. When you subscribe, you’ll also receive an email with a discount code for your first order.
Where can I see HAVERHILL jewelry in person?
We are an online retailer and do not have a brick and mortar showroom at this time.
About Our Jewelry
Does HAVERHILL use real gemstones?
We proudly use both natural and sustainably grown gemstones. Our sustainably grown gemstones include Diamonds, Alexandrites, Aquamarines, Emeralds, Rubies, and Sapphires. These gemstones are grown in a lab from a “seed," which mimics their formation in nature. Sustainably grown precious gemstones are genuine gemstones and are chemically, physically and optically identical to naturally mined stones. We do not use imitation or glass stones. Learn more about our sustainability efforts here.
Does HAVERHILL use real gold?
Yes, we use solid 14k yellow and white gold. Learn about our ethics and practices for using recycled gold here.
Can I order a custom arrangement of birthstones and letters?
Yes! Contact us, and our customer service representatives will happily look into the available options for your custom design.
Can I request a custom size or length if I do not see it as an option?
Yes! If you need a specific ring size or necklace length that is not available on our site, Contact us and our customer service representatives will let you know the available options and the associated costs.
How big are HAVERHILL gemstones?
We use a mix of gemstone sizes in our collections. Visit our sizing guide for a printable side by side illustration of our gemstones. Be sure to select Imperial or Metric, and adjust your printer's settings to print the guide to scale.
Orders
How long will it take to make my order?
Production time for each piece of jewelry is listed on the Product Page. As soon as you place your order, our jewelers get right to work selecting and setting your gemstones and other elements. Each piece is custom made in our Rhode Island studio and will be ready to ship in 1-4 business days (Monday through Friday, excluding bank holidays). Many items are ready to ship the same day you order if you place your order before 2:00 p.m. Eastern time. Please note, Production Time does not include weekends or bank holidays.
If I place an order today, how long will it take to be delivered?
You can use the Shipping Estimator on the product page to get an estimated delivery date. Our jewelry ships out in 1 - 4 business days, depending on the production time. For the exact production time, please check the item's product page. The delivery date depends on your chosen shipping method. UPS Ground takes approximately 1 - 5 business days to arrive. Faster shipping options are available at checkout. We offer UPS 2nd Day Air® and Next Day Air®.
Can I cancel my order?
Our production team works very hard to get your order made as quickly as possible. If you need to change or cancel your order, please contact us within an hour of placing your order. Cancellations made after the one hour window may be subject to a cancellation fee.
I made a mistake when placing my order- how can I fix it?
Our production team works very hard to get your order made as quickly as possible. If you need to change your order, please contact us within an hour of placing your order. Please note, if your piece is already in production, there may be a small change fee, and the shipping date may also be affected. If you have already received your order and need to make a change, contact us to discuss the best options to alter or exchange your order.
Does HAVERHILL offer discounts for bridal parties or group orders?
Yes! Contact us with the items you are interested in and the quantity, and our customer service representatives will happily help you.
Alterations
Can I add more birthstones or letters to my jewelry at a later date?
Absolutely! Our Personalized Petite and Grand Birthstone Collections are designed to grow with your family. You can place an alterations order to add Petite stones, letters, and even chain length to your jewelry.
We cannot add a stone to pieces from our Rosecliff, Greenwich, Warren or Providence collections.
Please contact us if you have additional questions.
I just bought a necklace or bracelet and it is too short/long. What are my options to get the length changed?
We want your HAVERHILL jewelry to be a perfect fit. Contact us within the first 30 days from delivery and they will help you get the correct size. Ready to Ship jewelry can easily be exchanged for the correct length. For Personalized jewelry, we can alter the length, you will just need to pay for any added materials and round trip shipping.
How do I package my HAVERHILL jewelry for an Alteration?
When sending in your jewelry for an alteration, please package it as follows:
Please place your jewelry in a clear Ziploc bag to protect it and prevent it from tangling. Place your necklace or bracelet in the bag with the clasp closed and hanging outside the bag.
Seal the bag inside a small padded envelope or small box.
Print your return label and attach it to the package. Cover any existing labels. Give the package to the carrier identified on the label.
Please keep the original gift box, pouch and polishing cloth. Do not mail them back to us.
Can I add stones to my Petite or Grand Birthstone Stud Earrings?
Yes! You can place an alterations order here, or contact us to add stones to your Petite or Grand Birthstone Stud Earrings.
Can I convert my HAVERHILL bracelet into a necklace?
Yes! You can place an alterations order here, and select the length of chain to add. For reference, turning a 6" bracelet into a 15" necklace requires an addition of 9" of chain. If you would like a size that is not listed on the alterations page, please contact us.
Shipping
What shipping service does HAVERHILL use?
All of our orders are shipped with UPS or FedEx. Orders over $500 require a signature upon delivery. Please contact us if you have additional questions.
Does HAVERHILL ship internationally?
Yes, we ship worldwide with UPS or FedEx. Shipping times vary depending on the destination country. Please note that international orders are final sale.
How can I track my order?
As soon as your order is packaged, the tracking information is automatically sent to the email used to place the order. Once the courier scans your package into their system, the tracking information will be updated. This may take a few hours to update.
If you did not receive a shipping confirmation email, contact us and our customer service representatives will be happy to help you.
Is a signature required upon delivery?
Signatures are required on any order over $500. Please contact us if you have additional questions.
I want to purchase multiple gifts on the same order. Can they be shipped individually?
Yes. Please contact us before placing your order and our customer service representatives will determine shipping costs.
Returns
What is HAVERHILL's return policy?
We accept returns for items within 30 calendar days of the order's delivery date. To be eligible for a refund, the item must be returned in its original, unworn condition. Once you receive the return authorization and label, you have 10 days to ship it back to our studio. Please note that international orders are final sale.
Please check the "Return Policy" tab on the product page for return information on that particular product.
We offer an extended return window for Holiday gift purchases of 45 days from the date of delivery.
How do I start a return?
Please contact us with the order number to request a return label. Please note our return policy here. We will send a return label and shipping instructions to your email address. Please include all original packaging (gift box, pouch and card) with the jewelry in a padded envelope and attach the return label to the outside. You can drop off the return package at a UPS drop box or at your local UPS Store.
How do I package my return?
Please include all original packaging (box, pouch, card) in a padded envelope or a small box with the return label on the outside.
When will I receive a refund?
Our customer service representatives typically process returns the day after your package arrives at our studio. Once your refund is processed, it takes approximately 10 business days for the funds to return to your account. Refunds are processed to the original form of payment. Please note that your original shipping fee is not refundable.
I want to return a gift I received. Will I get the refund?
We are only able to issue a refund to the card used to make the purchase. If the item was a gift and you would like to exchange it for something else on our website, contact us and our customer service representatives and can help with the exchange. We are unable to issue a refund to a different form of payment than the one used to make the purchase.
Warranty
Is my HAVERHILL jewelry covered by a warranty?
Yes. We cover basic repairs and manufacturing defects for two years from the date of purchase. Please retain your confirmation email or receipt as proof of purchase. The warranty is valid only if the jewelry has been purchased from a HAVERHILL authorized retail partner. Jewelry damaged by accident, negligence, unauthorized service or other factors unrelated to defects in material or workmanship will not be considered under warranty, but we are happy to repair it for you for a fee. Similarly, if your item is no longer under warranty, we are happy to assess the damage and give you a cost of repair prior to moving forward. We want you to continue to enjoy your HAVERHILL jewelry. Contact us for more information.
What is not covered by the warranty?
Jewelry that is damaged due to excessive wear or abuse will not be covered by our warranty. Jewelry repairs performed by any other jeweler will void this warranty. Jewelry that has been cleaned with abrasive or ultrasonic cleansers will not be covered by this plan. Our warranty does not cover theft, loss, abuse or accidental damage. Contact us for more information.
Can you repair my jewelry if it is out of warranty?
Yes. Depending on the type of repair needed, a fee may apply. Contact us and our customer service representatives will be happy to assist you.
Exchanges
How do I exchange my jewelry?
Contact us with your order number, and our customer service representatives will be happy to discuss your options. Exchanges are limited to one per order.
I was given a piece of HAVERHILL jewelry as a gift. Can I exchange it for something else on the website?
Contact us with the order number found on the outside of the package, and our customer service representatives will be happy to discuss your options. Exchanges are limited to one per order.
When will my exchange ship?
Exchanges typically ship out within 3 business days after we receive and inspect the original order in our studio.
How do I exchange my item?
Contact us with your order number or customer's name, and our customer service representatives will be happy to discuss your options. Exchanges are limited to one per order.
Gifting
Does HAVERHILL sell gift cards?
Yes! Our e-gift card offers a wonderful way for your loved one to pick out a gift that suits them perfectly.
How is HAVERHILL jewelry packaged?
All of our jewelry is wrapped in our signature HAVERHILL gift box and includes a luxurious pouch. The gift box is tied with a ribbon and wrapped in tissue paper. We do not include any paper receipts or invoices in the package, so no worries about spoiling a surprise gift! All transaction information is sent electronically to the email address used to place the order.
If you would like us to include a complimentary gift note, please include the message in the "Add Gift Note" section at checkout.
Please note that for international orders, we are required to include a packing slip with a brief description of the item for customs purposes.
Can I include a gift message with my order?
Yes! You will be given the opportunity to write a personalized gift message when you check out. Click the "Gift Note" input box to write your message. If you would like to add a personalized message after you have placed your order, contact us and our customer service representatives will accommodate your request, depending on where your order is in the packaging process.
Is there a receipt included in my package?
No, we do not include a receipt in the package. All of our receipts are digital, and can be found in the order confirmation email.
If you are sending a gift, we encourage you to leave a gift note for the recipient. You can do so in the "Gift Note" box at checkout.
Please note that for international orders, we are required to include a packing slip with a brief description of the item for customs purposes.
I received a gift of HAVERHILL jewelry and do not know who sent it to me. How can I tell who sent the gift?
Lucky you! Find the order number located on the shipping label, and contact us for more information.
Payments
What payment methods are accepted at HAVERHILL?
We accept all major credit cards, HAVERHILL gift cards, PayPal, Amazon Pay, Shop Pay, Afterpay and Affirm payments.
We accept Visa gift cards only if the amount on the card is greater than the transaction total. We cannot process split payments with Visa gift cards and another form of payment. Please note, if you return an item purchased on a Visa gift card for a refund, the refunded amount will go back on to the Visa gift card.
How do I redeem my HAVERHILL gift card?
Simply enter the code in the box marked "Gift Card or discount code" at checkout. The value of your gift card will be automatically deducted from your order. If a balance is owed, you can use a credit card or another form of payment. Kindly note that you can only use one gift card per transaction. HAVERHILL gift cards can only be used in the currency it was purchased in.
Does HAVERHILL offer financing?
Yes. We offer financing through Affirm and Afterpay. You can find more information about both options here.
Where can I find HAVERHILL's latest promotions?
Subscribe to our newsletter and follow us on social media to stay up-to-date on all of our promotions, new releases and styling tips. You can find us on Instagram and Facebook.
Do you accept Visa Gift Cards?
We accept Visa gift cards only if the amount on the card is greater than the transaction total. We cannot process split payments with Visa gift cards and another form of payment. Please note, if you return an item purchased on a Visa gift card for a refund, the refunded amount will go back on to the Visa gift card.
Sizing
How do I determine which length bracelet to purchase?
We offer lots of hints to help you find the perfect fit for bracelets in our Sizing Guide.
How do I determine which length necklace to purchase?
We offer lots of hints to help you find the perfect fit for necklaces in our Sizing Guide.
How do I determine which ring size to purchase?
The best way to determine your ring size is to order a free ring sizer.
For more detailed information, explore our Sizing Guide, where you can find our printable ring sizer or you can order one on our website.
Product Care
How do I care for my gold jewelry?
Solid 14k gold items will not oxidize or tarnish under normal conditions. To keep your 14k gold piece in good shape, you can safely clean it with a non-abrasive jewelry cleaner or with a dish soap and water mix. After cleaning, be sure to rinse completely and blot dry with a chamois cloth. Avoid extreme heat and open flame. Do not use cream-based jewelry cleaners on gold as they may contain harsh abrasives that will scratch the surface of the gold.
How do I care for my jewelry with stones?
Our gemstones are sustainably sourced through natural mining or laboratory growth. To keep your gemstones clean and sparkly, safely clean them with a non-abrasive jewelry cleaner or with a dish soap and water mix. Do not let your items glide across any hard surfaces as this can scratch the gemstones.
How should I store my jewelry?
When you take off your fine jewelry, store it in the jewelry pouch or jewelry box.
Is my jewelry polishing cloth washable?
No. Jewelry polishing cloths provided by Haverhill are not washable.
How do I prevent my gold jewelry from fading?
Our solid 14k gold items will not oxidize or tarnish under normal conditions.
Other
How can I tell what the lengths of layered necklaces are in the photos on the website?
For a visual guide to the different necklace lengths, visit our Sizing Guide. We recommend 2” between necklaces for layering. For example, pair the Personalized Petite 3 Birthstone Necklace in 16” with our Adelaide Mini Necklacein 18”.
How should I arrange the birthstones in my HAVERHILL personalized jewelry?
There are so many fun ways to arrange birthstones! Some popular ways to arrange them are:
- Oldest child/sibling to youngest child/sibling
- Surrounding the children's birthstones with the parents' birthstones on either side
- Accenting the family's birthstones with a neutral gemstone like White Topaz or Moonstone
There are other creative ways to use birthstones outside of their intended month.
- Create a fun ombre or gradient design by arranging birthstones in the same color family from dark to light
- Alternate dark and light bithstones for a balanced design
Contact us if you would like help choosing a birthstone arrangement. Our customer service representatives love helping create your designs!
Can I mix metals when I wear my jewelry?
Absolutely! Mixing and matching your favorite pieces in yellow gold, white gold and sterling silver allows you to add a pop of interest and to create your own style. The trick is to be intentional with your choices. Try matching the birthstones in your layered Bayberry bracelets to match the birthstones in a stack of Rosecliff rings, but alternate metals. Making sure the pieces have a similar style is more important to the overall look than the color of the metal.
I am interested in carrying HAVERHILL jewelry at my store/boutique. Do you offer wholesale orders?
Thank you for your interest! We are not offering wholesale accounts at this time. Please contact us if you have any questions.
How do I use my polishing cloth?
To keep your jewelry looking its best, gently rub the surface of your jewelry with the cloth. Our jewelry cloths are treated with a cleaning agent which will remove any residue from the surface. Don't forget to wash your hands after using the polishing cloth to ensure the cleaning agent is removed. Do not wash the polishing cloth as it will remove the cleaning agent and it will not be as effective.
The Haverhill Experience
Fast Turnaround
Personalized fine jewelry made in our Rhode Island studio in 1-3 days.
Designed to Live In
Handcrafted in solid 14k gold, so you’ll never have to take it off.
CUSTOMER CARE
Answers to all your questions, plus concierge service to help you create the perfect piece.
Sustainability & Ethics
Our commitment to the environment and to the causes we value.
