Frequently asked questions
What are your products made of?
Our products are handcrafted from a variety of high-quality materials…
Fine Jewelry:
Our fine jewelry pieces are made with 14k solid gold, natural diamonds and feature a selection of precious & semi-precious gemstones.
Our special collections are made with ethically sourced organic materials such as bone, lion's claw, arrowhead, and shark’s tooth.
Collaborations:
Timex x Jacquie Aiche: These timepieces feature a stainless steel case and bracelet, Austrian crystals, Quartz, and a mineral glass lens.
Jacquie Aiche x Tropic of C: This collection is made with gold-plated brass and cubic zirconia.
Can I order a custom piece?
We would love to help you create the custom piece you’ve been dreaming of…Please reach out to sales@jacquieaiche.com sharing details of what you’re envisioning. We offer custom orders in both 14k and 18k gold.
What does “Ready to Ship” mean?
Our "Ready to Ship" collection is for when you’re looking to receive new jewels, as soon as possible…These pieces are in stock and ready to go - so you can skip our usual production time.
We ship these pieces out to you as quickly as we can. On occasion, a piece may need a quick final polish or quality check to make sure it's shining perfectly for you, but we'll always make sure it ships within 1-2 business days.
Consider this your go-to collection for the times you're in need of a quick gift, getting ready for a getaway, or just can’t wait to layer up…
What does “Made to Order” mean?
“Made to Order" pieces are crafted just for you, which means they are not physically in stock. Since these pieces are created with intention and care, the production time can vary…You can find the specific timeframe for each piece on its product page.
What is the finger bracelet sizing?
Our finger bracelets are meant to feel like your second skin, so we’ve designed them to be both comfortable and secure on your hand…We typically recommend our regular fit, but we're always happy to adjust the size for you if it's not quite right.
- Small Fit: 2.75 inches (top of hand), 6.25 inches (around wrist) with a 1/2 inch extension
- Regular Fit: 3 inches (top of hand), 6.5 inches (around wrist) with a 1/2 inch extension
- Large Fit: 3.25 inches (top of hand), 6.75 inches (around wrist) with a 1/2 inch extension
What does high and low fit mean for body chains? How can you ensure it will fit me?
We want your body chain to be the perfect fit - a layer you love to live in. High and Low Fit are designed to lay differently on the body...
High Fit: designed to sit on the bottom of your chest, above the bust…In addition to a clasp and extension around the waist, this style has a clasp on the back of the neck with a 2-inch extension, so you can adjust the fit from both the waist & neck.
Low Fit: designed to drape lower, below the bust...The low fit chain slips over your head, with no clasp.
Body Chain Sizing: We want your piece to feel as comfortable & natural as possible on you...When you place your order, please select the measurements that are the closest fit. A member of our team will then reach out to you directly to get your exact measurements.
Small Size: Dress size 2 & under
Regular Dress size: 4-6
Large Size: Dress size 8+
Where can I find information on diamond quality and carat weight?
We only use natural diamonds when crafting our layers. For detailed information on the diamond quality and weight of a specific piece, please reach out to info@jacquieaiche.com
Once I place my order, when should I expect it to ship?
The journey of your new piece depends on whether it's “Ready to Ship” or “Made to Order”…
- Ready to Ship: Most in-stock orders ship within 1-2 business days.
- Made to Order: Most made-to-order pieces ship within about a week. However, some special items, like our handcrafted inlay pieces, may take a bit longer.
You can find the specific timeframe for each piece on its product page. If you have any questions about your order - we’re always here for you.
What is your return policy
We craft every piece with intention and we want you to feel the love in return…
If your new layer isn’t quite right, please contact us within 3 business days of receiving your order to request a return or exchange.
Once approved, your item must be shipped back within 7 days. Refunds are processed within 3-5 business days after we receive your order.
- Pieces must be unworn, in original packaging, and pass our quality check to be eligible.
- You will be responsible for return shipping.
- All exchanges and purchases made using store credit are final sale.
To begin your return or exchange, reach out to us at: returns@jacquieaiche.com
Please do not send anything back without written approval. We reserve the right to limit return if the policy is used in a way that feels excessive or out of integrity. Custom pieces, sale items and international orders are final sale. For pieces purchased at one of our flagships, we allow for a 7-day exchange period or store credit only.
Can I cancel my order?
If you need to cancel your order, please email info@jacquieaiche.com as soon as possible with your name and order number…
We'll let you know if a cancellation is possible. Because some pieces are made just for you, we may not be able to cancel an order once it has gone into production.
Can I return a custom piece?
Our custom pieces are final sale. Since they are made uniquely for you, we are unable to accept returns or exchanges. If you have any questions about a custom piece before placing your order, please don't hesitate to reach out!
I received my order and it is damaged, what do I do?
We're so sorry to hear that! If your order arrives damaged, please email info@jacquieaiche.com with the following:
- Your name
- Your order number
- A brief description of the damage
- A few clear photos of the damaged piece
Once we have these details, we’ll get it all taken care of.
My tracking shows delivered and I don't have it, what do I do?
Please email info@jacquieaiche.com with your name and order number.
Do you ship internationally?
Yes, we do! We partner with a service called Global-e for an effortless international checkout & delivery process. You can view all of our available shipping countries and costs by selecting your country at checkout.
Please note: Due to international shipping regulations, we are unable to ship to certain countries, including Afghanistan, Cuba, Iran, North Korea, Russia, Syria, and Sudan.
Duties & Taxes:
When you check out with Global-e, you will have the option to include any applicable duties and taxes in your order total. If you choose not to, these fees will be due upon delivery.
What forms of payment do you accept? Do you offer any financing options?
We accept the following payment methods:
- Visa
- MasterCard
- American Express
- Discover
- PayPal
- Apple Pay
- Shop Pay
- Bread Financing
We offer financing through Bread Financing. You'll be able to select this option during checkout / see if you are eligible.
If you’re having any trouble with your payment, please email sales@jacquieaiche.com
How can I find your discount codes?
This is where we share all the magic first…
- Sign up for our emails.
- Subscribe to our SMS texts.
- Follow us on social media (and join our broadcast channel!).
Why isn’t my discount code working?
- Exclusions: Most discount codes do not apply to our collaboration pieces.
- Expiration: Please check if the code has expired.
- Spellcheck: Make sure you've entered the code exactly as it's written.
If your code still isn’t working, please email info@jacquieaiche.com with a screenshot & we'll be happy to help!
Can I wear your pieces in water?
While we want you to wear your pieces everywhere, it's important to know which should be kept dry…
Our fine jewelry: All of our solid 14k gold and diamond pieces are safe to wear in water.
Crystals & Organic Materials:
- Water-Safe: These are generally safe for brief water exposure (a quick rinse / quick dip - extended soaking is not recommended): Agate, Amethyst, Aquamarine, Diamond, Quartz, Ruby, Sapphire, and Tourmaline.
- Keep Dry: These should always be removed before getting wet: Chrysocolla, Imperial Topaz, Lapis Lazuli, Malachite, Opal and Turquoise.
Collaborations:
- Tropic of C: These are gold-plated brass, and we do not recommend wearing them in water.
- Timex: These timepieces are water-resistant up to 50 meters.Crystals & Organic Materials:
If you have a question about a specific piece not listed here, please email info@jacquieaiche.com
I need something resized, how do I go about this?
We want your piece to fit you perfectly. If you need it resized, please send an email to info@jacquieaiche.com with your name, order number, and details.
My Tropic of C doesn't fit, is there anything I can do?
Please reach out to returns@jacquieaiche.com within 3 business days of receiving your order to begin a return or exchange. We also can offer an extension if the pieces are too small.