Frequently Asked Questions
Materials & Craft
What materials do you use? Are your pieces solid gold?
All Haisel jewelry is made from solid gold, primarily 14k — never plated, vermeil, or filled.
Are your gemstones natural or lab-grown?
We use both natural and lab-grown stones depending on the design, and all treatments are clearly disclosed.
Where is your jewelry made?
Haisel is based in Los Angeles, where we work with trusted local and U.S. based partners. While some partners source components internationally (which is standard in fine jewelry), every piece is finalized and hand-inspected in our Los Angeles studio before it ships.
Will my jewelry tarnish or fade?
No. Solid gold doesn’t tarnish or wear away like plated or gold-filled jewelry. It’s a durable precious metal that retains its quality and value over time. Built to last lifetimes, it can be polished, repaired, or even recycled into something new.
Why solid gold?
Solid gold is the real deal — a true precious metal that always retains value. Plated, vermeil, or gold-filled jewelry eventually wears away, leaving you with a piece that can’t be resold or recycled. With those, your money is spent. With solid gold, your money is stored. You're not just a consumer — you're a collector and investor. Solid gold typically increases in value over time, which means your piece holds real equity whether you pass it down as an heirloom or trade it in with Haisel to try something new.
Trade Policy
What makes Haisel’s trade-in policy different?
Haisel is the only jewelry brand that lets you trade in your solid gold pieces for store credit — anytime. Gold never loses its value, and neither should your jewelry.
How much credit will I receive when I trade in a piece?
You’ll always receive 80–100% of your purchase value in store credit on trade eligible items.
- 100% credit when traded in within 12 months and in excellent condition.
- 80% credit for pieces with visible wear, or any trade made after 12 months.
This way, your gold always retains value — no matter when you decide to trade.
Which pieces are eligible for trade-in?
Only Haisel pieces are eligible. Each piece must be:
- Solid 14k or 18k gold
- Verified by our team upon return
- Free of major alterations (e.g., resizing beyond standard, added stones)
We currently do not accept non-Haisel gold jewelry for credit.
How many times can I trade in?
You may trade in up to 3 pieces per year. This helps us keep the program sustainable while still giving you real flexibility.
Who pays for return shipping?
- Your first trade-in each year: We cover the cost of insured return shipping.
- After that: You may use your own insured label, or we can provide one and deduct the cost from your store credit. (Insured shipping usually costs $25–$40 depending on value.)
How do I start a trade-in?
- Contact us at hello@haisel.studio with your order number.
- We’ll send instructions and, if it’s your first trade that year, a prepaid insured shipping label.
- Once received and verified, we’ll issue your store credit as a digital gift card.
Do you offer refunds?
We don’t offer refunds unless a piece arrives damaged or defective. In that case, we’ll repair, replace, or refund at our discretion.
Do you offer a guarantee?
Yes. Every Haisel piece is backed by a lifetime guarantee against manufacturing defects. This does not cover normal wear, resizing, or loss — but ensures your jewelry is crafted to last.
What happens to the pieces I trade in?
Every piece is carefully inspected and refreshed. Eligible items are added to our Lightly Loved or Vintage collection. Worn or damaged pieces may be recycled into raw gold material to make new pieces.
Returns, Repairs & Warranty
What is your return policy?
Returns for refund are accepted within 10 days on unworn, non-custom pieces. Custom and engraved pieces are final sale. The customer will be responsible for return shipping costs.
See our Trade page to learn how Haisel gives you flexibility anytime to try something new.
Do you offer repairs or resizing after purchase?
Yes. We offer repair and resizing services for Haisel pieces. Fees vary depending on the work needed — email us at hello@haisel.studio for a quote.
Do you offer a warranty?
Yes — all pieces include a lifetime warranty against manufacturing defects.
What if my jewelry arrives damaged?
It’s rare for a Haisel piece to arrive damaged, but if you have any concerns, contact us within 48 hours and we will help you out.
Sizing, Customization & Special Orders
How do I find my ring, bracelet or necklace size?
Rings:
For rings we highly recommend using a ring sizer. Contact us at hello@haisel.studio if you'd like to purchase one from us.
As a general rule of thumb, thicker bands will fit tighter (consider going up a half size)
Bracelets:
Use an existing chain or piece of ribbon or string to measure your wrist and test how you'd like the bracelet to fit.
Necklaces:
Because every body is different, necklace lengths can sit higher or lower depending on your frame. We recommend using a necklace or chain you already have to confirm the length you want.
Do you offer custom sizing?
If you need a custom size, please reach out to hello@haisel.studio and we’ll do our best to make it happen.
Can I request engraving or modifications?
Yes. Engraving, chain length adjustments, and small design changes are available on most pieces.
Please note, customizations like engraving may make your piece ineligible for our Trade program.
Do you do custom designs?
We accept a limited number of custom projects. Email us at hello@haisel.studio to see if your idea is a fit.
Can I request a different size or gemstone type on one of your existing pieces?
Yes. We're constantly expanding and adding new pieces to our collection. If you don't see the exact size or design you have in mind, please get in touch by emailing us at hello@haisel.studio.
