Frequently Asked Questions

Top 10 Questions

Can I make my layaway payment on your website?

Layaways created at a store location cannot be paid for online. You can make a payment by calling or visiting the store where your layaway is being held. We do not hold credit card information for in-store layaways to make automatic monthly payments.

Layaways created online have a monthly payment plan that is agreed upon by you and your sales person and will be processed automatically per your schedule.

Can I make my Shane Co Card payment on your website?

Our Shane Co Card is financed through Wells Fargo and can be paid here.

How can I tell the width of a ring?

All of our men’s bands have an associated millimeter width either in the title of the item or in the product description. If you are unsure of the width on a woman’s ring, you can always live chat or call an online customer service representative at 1-877-467-4263. You may also call your local showroom or stop in to try the ring on.

Are all of your diamonds certified?

Each one of our diamonds is graded by Shane Co. diamond graders who are all GIA certified (Gemological Institute of America) and most of our inventory is formally graded by a third party lab, such as GIA, IGI (International Gemological Laboratory International) or AGS (American Gem Society). The grading of the diamond you purchase will be printed on your certified appraisal. The appraisal will show the weight, color and clarity of your diamond, the retail price you purchased it at and a detailed description of your diamond.

What is the quality of your accent diamonds?

Accent diamonds in our bridal collection are fully faceted, SI1 or better in clarity and G-H or better in color for any carat weight of our diamonds. Having fully faceted accent diamonds means more light return because of the increase in facets.

The accent diamonds in our fashion collection are also full faceted, SI2 or better in clarity and H-I or better in color for every diamond no matter what the carat weight. Some jewelry companies will decrease their quality of accent diamonds to lower the cost of the jewelry. Ask to view the diamonds in the jewelry with a loupe to see the quality with your own eyes.

I found a piece of jewelry I really like, but I would like to change the color of the stone. Can you do that?

All of the pieces in our fashion and bridal collection are uniquely designed and cannot be altered with a different color stone. However, some jewelry styles are available in a variety of colors. Contact us to find out if the item you like comes in different gemstone colors.

If I see a diamond or gemstone I like on your website, can I view it in my local showroom?

If there is a gemstone that you would like to see at your local showroom, call the store and speak with a sales associate to have the gemstone selected for you. The associate will be able to get the gemstone to that location and set up an appointment for you to view it. Depending on the urgency of your need for the gemstone, you could secure it with a deposit to ensure that it will be there even if you cannot make your appointment. This deposit is fully refundable.

How do I check the availability of an item at my local showroom?

Contact your local showroom and a customer service representative or sales associate will be able to check the availability of the desired item. You also have the opportunity to buy online and pick up in store, and if the item isn’t already there, we will transfer it to that store for free.

Are all the items I see online available in my local showroom?

Our website and showrooms share a live inventory, meaning all of the items dispersed throughout our 20 locations will be shown online for purchase. Many of the items will be available at most showrooms. However, there are some instances where an item shown online is not available in every showroom location. This may happen because we do not catalog our items, meaning we purchase a small quantity and when the item is sold out, we do not always replenish it.

Can I view my in-store purchase history online?

Your in-store purchase history is not visible online.

Cleaning, Maintenance & Repair

How long will my in-store cleaning and inspection take?

Your six-month cleaning and inspection will usually take five to 15 minutes. The process includes a soak in the ultrasonic cleaner, which contains a mix of chemicals aimed to remove dirt and other grime and clean the metal. This is followed by a gentle scrub and finally a deep clean by a steamer. Next, your Shane Co. sales associate will inspect the jewelry for preventative maintenance. If your item needs additional maintenance or repair, this may result in additional time.

If I leave my ring at a store for additional maintenance or repair, how long will that take?

Depending on the extent of the work that needs to be done or the amount of items needing service, jewelry may need one day to two weeks in the shop, plus shipping time both to and from our jewelers if you are sending in to our online customer service team. Your sales associate or customer service representative will be able to give you a more realistic timeframe when you speak with them.

My Account

I’ve unsubscribed from your emails. Why am I still receiving them?

We apologize for the inconvenience. Normally the unsubscribe process takes place within 48 hours. If it’s already been longer than 48 hours from your first request, please email the webmaster from the Contact Us page and we’ll make sure your email address is removed.

Orders, Shipping & Returns

Can I view my in-store purchase history online?

Your in-store purchase history is not visible online.

Are your refunds given as in-store credit?

If, for any reason, you are not completely satisfied with any jewelry purchase from Shane Co., you may return it for a full refund within 60 days, as long as the merchandise is in its original condition and has not been worked on by any jeweler outside of Shane Co. Your refund will be given based on your original payment method:

  • Credit card purchases are refunded back to the original card on which the purchase was made.
  • Cash purchases are refunded with a check.
  • Check purchases have a 10-day waiting period from the date the check was originally written. After the 10-day period, a refund check will be issued for your return.

Any cancellations of a layaway will also be 100% refunded in the same way. There are no penalties or fees associated with a layaway, whether you complete the layaway or not.

If I need to return my jewelry, will you refund shipping costs?

Any orders over $100 are shipped for free. However, any upgraded shipping or shipping fees for orders under $100 are not refunded.

Payment Options

Can I make my layaway payment on your website?

Layaways created at a store location cannot be paid for online. You can make a payment by calling or visiting the store where your layaway is being held. We do not hold credit card information for in-store layaways to make automatic monthly payments.

Layaways created online have a monthly payment plan that is agreed upon by you and your sales person and will be processed automatically per your schedule.

Can I make my Shane Co Card payment at my local showroom?

No. As our Shane Co Card is financed through Wells Fargo, payments on the card must be done so at a Wells Fargo location or on the Wells Fargo Financing website here.

Can I make my Shane Co Card payment on your website?

Our Shane Co Card is financed through Wells Fargo and can be paid here.

Products & Services

Are all of your diamonds certified?

Each one of our diamonds is graded by Shane Co. diamond graders who are all GIA certified (Gemological Institute of America) and most of our inventory is formally graded by a third party lab, such as GIA, IGI (International Gemological Laboratory International) or AGS (American Gem Society). The grading of the diamond you purchase will be printed on your certified appraisal. The appraisal will show the weight, color and clarity of your diamond, the retail price you purchased it at and a detailed description of your diamond.

What is the quality of your accent diamonds?

Accent diamonds in our bridal collection are fully faceted, SI1 or better in clarity and G-H or better in color for any carat weight of our diamonds. Having fully faceted accent diamonds means more light return because of the increase in facets. The accent diamonds in our fashion collection are also all fully faceted, are SI2 or better in clarity and H-I or better in color for every diamond no matter what the carat weight. Some jewelry companies will decrease their quality of accent diamonds to lower the cost of the jewelry. Ask to view the diamonds in the jewelry with a loupe to see the quality with your own eyes.

Do you sell eternity bands, the style of ring where gemstones wrap entirely around the band?

Unfortunately, we do not offer these styles because the design does not allow us to resize them.

How can I tell the width of a ring?

All of our men’s bands have an associated millimeter width either in the title of the item or in the product description. If you are unsure of the width on a woman’s ring, you can always Live Chat or call an online customer service representative at 1-877-467-4263. You may also call your local showroom or stop in to try the ring on.

If I see a diamond or gemstone I like on your website, can I view it in my local showroom?

If there is a gemstone that you would like to see at your local showroom, call the store and speak with a sales associate to have the gemstone selected for you. The associate will be able to get the gemstone to that location and set up an appointment for you to view it. Depending on the urgency of your need for the gemstone, you could secure it with a deposit to ensure that it will be there even if you cannot make your appointment. This deposit is fully refundable.

Are all the items I see online available in my local showroom?

Our website and showrooms share a live inventory, meaning all of the items dispersed throughout our 20 locations will be shown online for purchase. Many of the items will be available at most showrooms. However, there are some instances where an item shown online is not available in every showroom location. This may happen because we do not catalog our items, meaning we purchase a small quantity and when the item is sold out, we do not always replenish it.

How do I check the availability of an item at my local showroom?

Contact your local showroom and a customer service representative or sales associate will be able to check the availability of the desired item. You also have the opportunity to buy online and pick up in store, and if the item isn’t already there, we will transfer it to that store for free.

I found a piece of jewelry I really like, but I would like to change the color of the stone. Can you do that?

All of the pieces in our fashion and bridal collection are uniquely designed and cannot be altered with a different color stone. However, some jewelry styles are available in a variety of colors. Contact us to find out if the item you like comes in different gemstone colors.

I found a piece of jewelry I really like, but I want a different metal type. Can you do that?

Oftentimes, our jewelry styles are available in multiple metal types. If you do not see the metal type you are looking for, contact us or visit your local showroom and a sales associate will be able to tell what other metal types it is available in.

My piece is turning my skin black/green. Why does this happen?

The metal of your jewelry is also alloyed with a mix of other metals to make it stronger. Your skin turning black or green can be caused by any of the following:

  • A reaction of the metal alloys with naturally occurring chemicals on your skin
  • Lotions or hand soaps reacting with the metal alloys
  • An allergy to the metal alloys

Can I bring in my diamond or gemstone to have mounted in a new setting?

If you currently own a gemstone from Shane Co. that is mounted in a ring or pendant, you can have it mounted in a new setting. If you want a new ring style, talk to your sales associate about trading in your current ring from us towards a new setting.

If you would like to mount a gemstone that is not from Shane Co. into a new setting, in most cases we can set it for you. Since the stone is not from us, there will be a labor charge and a charge for the new crown prongs. Charges will vary depending on the size of the stone.

Can you set one of your diamonds or gemstones into a ring I already have?

If you currently own a ring bought from Shane Co. and are interested in purchasing a new diamond or gemstone, this is covered under our upgrade program and you will only be charged for the new gemstone. You will not be charged any labor fees.

If you have a ring not bought from Shane Co. and are looking to purchase a gemstone from us, in most cases we can set it for you. Since the ring is not from us, there will be a labor charge and a charge for new crown prongs. Charges will vary depending on the ring style that you currently have.

Can you use the metal and/or gemstones from my ring to create a new design?

No. Unfortunately, 100% custom-made jewelry is not something that we offer in our service facilities. The process of designing and producing custom-made jewelry is an extensive and complex process that our local jewelers do not undertake.

Do you sell custom-designed jewelry?

No. Unfortunately, 100% custom-designed jewelry is not something that we offer in our service facilities. The process of designing and producing custom-made jewelry is an extensive and complex process that our local jewelers do not undertake.

While we do not sell custom-designed jewelry, we do offer select jewelry customization options, such as engraving, adding a fantasy head and changing the finish. We also have a large assortment of Design Your Own engagement rings, fashion rings and pendants, which allows you to add any gemstone to any setting for a custom look. Finally, we have the One-of-a-Kind Collection, which features colorful and unique rings, necklaces and earrings, each of which is the only piece like it ever created. contact us for more information.

How do I place an order with engraving?

To place an order with engraving online, Live Chat or call an online customer service representative at 1-877-467-4263. You can also visit one of our store locations.

Is it easier to size a ring up or down?

As a general rule, it is easier to size a ring up.

How much will it cost to resize my ring?

Your ring that is purchased from Shane Co. will not cost anything to resize, ever. We resize your Shane Co. ring for free, for life as part of our Free Lifetime Warranty.

If you would like to resize a ring that was not purchased from Shane Co., contact us for more information.

How long does it take to have my ring resized?

In most standard cases, a ring can be resized in two business days. However, it could take more or less time depending on how busy the shop is.

If I have to mail my jewelry in for service, how long does it take to get back?

For most standard service, mailed-in jewelry may be in the shop for up to two weeks, depending on how much work needs to be done and the number of items needing service. Contact us and we will be able to give you a more specific timeframe. Our shop is busiest around holidays, so please keep that in mind when sending in your jewelry for service. If your jewelry requires more extensive service than usual, it may be sent to our corporate office and could be there for up eight weeks. When mailing your jewelry in for service, please also account for the extra time it will take to ship to and from our jewelers.

I have misplaced my paperwork. Can I still take advantage of your upgrade program?

Yes, we should be able to access your purchase information in our computer system.

How much will you offer for my unwanted jewelry?

We have a very generous gold buy program. Please visit us here for more information.

Store Information

Are all the items I see online available in my local showroom?

Our website and showrooms share a live inventory, meaning all of the items dispersed throughout our 20 locations will be shown online for purchase. Many of the items will be available at most showrooms. However, there are some instances where an item shown online is not available in every showroom location. This may happen because we do not catalog our items, meaning we purchase a small quantity and when the item is sold out, we do not always replenish it.

If I see a diamond or gemstone I like on your website, can I view it in my local showroom?

If there is a gemstone that you would like to see at your local showroom, call the store and speak with a sales associate to have the gemstone selected for you. The associate will be able to get the gemstone to that location and set up an appointment for you to view it. Depending on the urgency of your need for the gemstone, you could secure it with a deposit to ensure that it will be there even if you cannot make your appointment. This deposit is fully refundable.

How do I check the availability of an item at my local showroom?

Contact your local showroom and a customer service representative or sales associate will be able to check the availability of the desired item. You also have the opportunity to buy online and pick up in store, and if the item isn’t already there, we will transfer it to that store for free.

How long will my in-store cleaning and inspection take?

Your six-month cleaning and inspection will usually take five to 15 minutes. The process includes a soak in the ultrasonic cleaner, which contains a mix of chemicals aimed to remove dirt and other grime and clean the metal. This is followed by a gentle scrub and finally a deep clean by a steamer. Next, your Shane Co. sales associate will inspect the jewelry for preventative maintenance. If your item needs additional maintenance or repair, this may result in additional time.

Can I view my in-store purchase history online?

Your in-store purchase history is not visible online.

Where are your stores located?

We have many stores throughout the country. Please visit our store locator for a list of all of our store locations.