Support | ICKINGER | Custom Jewelry
 

Help Center

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Help Center

-- Customer Service --

 

Frequently Asked Questions

FAQ

1How do I find out my ring size?
Visiting a local jeweller and having them measure your finger professionally is by far the best way to determine your ring size. If you are unable to do this, however, please feel free to use our sizing chart as the next best option.
Please note that this is merely a guide, so we cannot be held responsible should you purchase a ring that doesn’t fit. We urge you to please be sure before ordering or alternatively book an appointment.
2What if I need my ring resized?
You can contact us at any time. We will be more than happy to help you resize your ring. Additional charges will apply so it’s best to speak to us or submit a quote online.
Just click here to be redirected to our care and repair online quoting system and submit your details. Once we’ve received your query we will be in touch with you shortly.
3Are all your online products available in-store as well?
We produce custom pieces on order so often we don’t have every item as shown in our online store, in our physical shop in Tzaneen.
All our pieces are handcrafted and we aim to avoid mass production so that we can cre-ate well-crafted pieces that showcase the attention to detail and care put into them by our jewellers. We always have stock in our shop but it might not be exactly what you are looking for.
If this is the case, please don’t hesitate to call us and find out if we do have a certain item that you can pop in and purchase. In the case where we don’t have exactly what you are looking for, you are welcome to request a quote via our online store or in our shop when you pop in!
4How is my order packaged?
Your Jewellery piece will be packaged in a secure jewellery box.
The jewellery box will keep your piece safe and secure on its way to you.
As an extra safety precaution, we package your jewellery in an unmarked box to ensure it does not attract unnecessary attention.
5I bought someone special a gift on your online store. Can I ship it directly to them?
We will be more than happy to send a special gift directly to your recipient’s address. All we need is a safe and secure location where you can be assured that your recipient can receive their parcel. As an extra service, we now offer gift customization.
At Ickinger we produce high-quality custom jewellery boxes with the option of engraving a special mes-sage to a loved one. You can contact us to make special arrangements.
6How long will it take for me to get my product?
The time-frame of custom jewellery is dependent on several factors such as the complexity of the design and the back and forth process of the design work itself. The time-frame of designing custom jewellery usually takes 7-10 working days from the sign off date. But we recommend that if you’re looking to design a custom piece such as an engagement ring or a wedding ring that you give us plenty of time before the big day so that we can get your unique piece exactly as you want it.
7Can I return my order?
Unfortunately, you cannot return your order. Because we make custom jewellery we urge our clients to ensure that the CAD rendered image is to their liking. If you are still not sure about the outcome of your piece, we can 3D print a plastic model of your design for better visualization and fitting. However, it is to be noted that this will occur as an extra fee. If you signed off on the project, we will not be returning your order. If you are unhap-py with a piece of jewellery, please contact us so that we can assist you and ensure that you are completely satisfied with your purchase.
8How do I care for my jewellery?
Generally, common mass-produced jewellery doesn’t require much maintenance and care. However, the opposite is true of the more expensive, fine Jewellery pieces.
To find out more about caring for your jewellery you can read our short guide on how to care for your jewellery. Alternatively, get in touch with us and we’ll point you in the right direction.
9What do I do if I lost a small stone from my ring?
You are welcome to bring in the jewellery piece for inspection. We will thoroughly inspect your piece and advise you on the best possible solution going forward. Our inspection will be compiled into a report which will detail what we can do from our side to fix your piece.
10My brass and silver is changing colour, what is causing this?
It’s important to know that not all metals are susceptible to tarnish. Tarnish is a chemical reaction that happens when your jewellery comes into contact with sulphur compounds.
Your jewellery can come in contact with sulphur compounds in the air, your surroundings, and your skin. Due to variations in your surrounding and your pH balance your jewellery may tarnish faster or slower.
11Does Ickinger offer engraving services?
Yes, we do. Should you want to engrave a special message or anything else for that mat-ter, you can get in touch with us so that we can assist you with your unique engraving.
12How do I go about getting a custom made Ickinger piece?
The first step in the custom made process is to come in for a coffee and a chat. Our head jewellery designer will sit down with you and discuss what it is you are looking for.
Once we know what you want we will draw up a realistic CAD render of the product and send it to you for your approval. Our company policy states that a deposit must be paid before the CAD rendering process is started. Once you’ve approved the render and your deposit is paid, we will start the custom process.
Please note that if you want us to design and manufacture a special piece for an en-gagement or wedding ring, we urge you to come and see us at least one or two months in advance.


 
 

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