Frequently Asked Questions

How can we help?


Are there financing options?

We offer a variety of financing options that are quick and easy.

Synchrony Financial is our primary financing option that can be used in-store and online. Synchrony offers instant credit available, low minimum payments, and special payment options. Apply online to get approved today.

Bread financing is available for online purchases. It offers affordable monthly options, no prepayment penalties and a fast online application process. Apply online and buy today.

What happens if my item is backordered?

If your item is not available you will be contacted by a member of our customer service team immediately and they will provide an estimated ship date. If the item is a gift and is not scheduled to arrive in time for the occasion we can provide a gift wrap teddy bear that features a picture of the item you have purchased for them, at no extra charge!

Once your backordered item is in stock we will ship it out within 24 hours of receiving it. If the order was placed more than 6 weeks prior to the backordered item coming back in stock your payment method may no longer be valid. If so, one of our customer support team members will reach out to re-verify your payment information.

How can I pay for an international order?

At this time, we are not currently accepting international orders, due to COVID-19 shipping restrictions.

How do I use my gift card?

All gift cards list a 3-5 digital code. To use your gift card input the code into the coupon code area of the website and it will deduct from the item total. Gift cards cannot be used to purchase expedited shipping or taxes at this time.

Gift cards are not eligible for a return and are non-refundable. Gift cards may not be redeemed for cash.

What if the piece of jewelry I want isn’t on your website?

Can’t find a specific item on our website? Contact our customer support team and we’ll work with you to find it. If it is not available we can place a special order for you.

Please note that all special orders are non-refundable, but they can be exchanged for another item of equal or greater value.


Why is my charge pending?

After you place your order on a pre-authorization (pending charge/hold) for the full amount of the order is applied to your credit card. This pending charge will show on your credit card until your order is shipped and then it will become a full charge. Depending on your credit or banking institution your authorization charge will be removed automatically 7-14 days after the order is placed if it is not shipped.

When will my credit card be charged?

Your credit card will be charged for the cost of each item as the order is shipped. If you order ships in entirety then the full order amount will be charged. You may see multiple charges if your items ship as they become available.

When will I receive my refund?

We work to process returns and refunds as quickly as possible. Once your return is received and approved it will take 5-7 business days to process the refund. It can take up to 5 days for your banking institution to apply the refund to your account.

What kinds of promotions and coupons do you offer?

We offer a variety of promotions throughout the calendar year. To check for current promotions view our Jewelry Promotion page.

Do coupons apply to all designers?

Select designers and items are excluded from promotions. They include, but are not limited to; Loose Diamonds, Ready to Give Engagement Rings, Diamond Solitaire Jewelry, Propose Tonight Engagement Rings, Laila Engagement Rings, David Yurman, Tag Heuer, Gucci, Fope, John Hardy, Rolex, Mikimoto, Breitling, Tudor, Sale or Already Discounted Merchandise, Repairs, and Previous Purchases.

Order Status

Can you gift wrap my item?

We are pleased to offer complimentary gift wrap upon request. Items can be wrapped in Italian paper and adorned with silk bows and a wax seal. To request gift wrap on your order contact our Customer Support team at 1-800-465-6193 or

Can I cancel my order?

Orders may be canceled prior to their shipping. Orders that have already shipped must be returned using our hassle free returns process. If you have not received a shipping notification and would like to cancel your order please contact our Customer Support team at 1-800-465-6193 or

What’s a special order?

Special orders can be placed with a variety of our jewelry designers when the item you would like to purchase is not in stock or available on our website. Special orders also include metal color or gemstone customizations. Certain ring or jewelry sizing also qualify for special orders.

Review special order return processes here prior to ordering.

How do I return my order?

If you would like to return or exchange your purchase subject to our return and exchange policy , please follow the below steps.

  1. Contact our online customer support team at 1-800-465-6193 or to request a RA number.
  2. An email will be sent to the original email address listed on the order with further instructions.


Shipping Updates

Please reference the information below to ensure that you are available to receive and sign for your purchased items.

Under $200
USPS Priority | Signature Required

$200 - $500
Fedex or USPS Priority | Direct Signature

$501 - $2000
Fedex | Direct Signature or Adult Signature* Required

Fedex | Adult Signature Required

*Adult Signature is required on all packages over $500. Adult signature requires proof of identification.

Please note that shipments may be delayed by carriers due to the volume of order deliveries.

How much does it cost to ship my item?

For all standard purchases shipping is free, however due to the COVID-19 situation, there may be some delays in shipping your order.

*Orders must be placed by 1pm EST Monday – Thursday for next day shipping of in-stock items. Orders do not ship on Friday's to ensure packages are not held at shipping warehouses.

How do I ship to an international address?

At this time, we are not currently accepting international orders.

When will my order ship?

Due to the current COVID-19 situation and to ensure the safety of our employees, we are shipping 1-2 times per week based on order volume. Please note some purchases may be delayed. We are working with our vendors and shipping partners to ensure orders are processed and shipped as soon as possible.

Can my order be shipped to business?

Yes, we are happy to ship to your business address. Please be sure to include the company name and an attention note to your shipping address. When shipping to a business James Free Jewelers is not liable for misplacement or theft of your package. Please only ship to business addresses in which you can notify a signee you are expecting a package.

How do I track my order?

Upon shipment of your package, you will receive a shipment notification email, in which you will find your shipments tracking number. Having issues finding your shipping confirmation email? Contact our customer support team and we can assist you in locating your tracking number.

James Free Jewelers Diamonds & Jewelry

Where do James Free Diamonds come from?

At James Free we have eliminated the middle man from the buying part of our diamond business. We buy directly from the source. Each diamond is hand selected for not only the best quality but it must be approved by our gemologists with combined over 100 years of experience. We ensure that only the best diamonds are sold at James Free.

Do James Free diamonds have certificates?

Our certifications are from the most respected and unbiased diamond laboratories in the world, giving the consumer an objective quality report of the diamond including the color, clarity, cut and carat weight. Without the certification from an independent lab, the grading becomes merely the opinion of the salesperson. James Free Jewelers has one of the largest selections of GIA certified diamonds in the area, thus making sure each customer is absolutely confident of the quality of their diamond.

Which diamond cuts does James Free offer?

At James Free we offer Round, Princess, Radiant, Emerald, Oval, Marquise, Pear, Ascher, Cushion, and Heart shaped diamonds. If there is a certain shape you are looking for and we do not have in stock, we are always able to obtain it for you.

Does James Free offer a full refund towards a future upgrade?

At James Free Jewelers, we offer a lifetime upgrade. If you want to trade your diamond in later, just present the original receipt, and we will give you the full amount of your original purchase toward the purchase of a new diamond of greater value.

What do I get with my James Free diamond purchase?
  • Free Lifetime Sizing*
  • Free Engraving and Free Appraisal
  • Free Cleaning and Free Lifetime Inspections
  • Free Certification and Insurance Appraisal
  • Free Lifetime Option to Upgrade: Trade in any James Free Diamond and we will apply your original purchase price toward the purchase of a more valuable diamond.
  • A 10% Savings on the purchase of your wedding bands when an engagement ring is purchased.
  • A Full 30 Day Money Back Guarantee
  • 90 Day Price Protection

*Within 1 size of original ring size

Miscellaneous Questions

Do you offer warranties?

We are pleased to offer a complimentary one (1) year warranty on all James Free Jewelers purchases. If your item is damaged due to a manufacturing defect, we will repair or replace the item. If the damage is not covered, we will notify you and provide the options available.

Jewelry Coverage Includes

  • Broken, worn or bent prongs
  • Stretched or broken pearl strands
  • Kinked chains or broken clasps
  • Broken earring post or backs

Watch Coverage Includes

  • Broken spring bars
  • Annual battery replacement

*Some exclusions apply.
*Watch coverage does not apply to gold springs and the following watch brands: Rolex and pre-owned.

Do you make custom pieces of jewelry?

Yes, we have a staff of custom designers in our Cincinnati and Dayton location. For custom jewelry questions please contact our customer support team at 1-800-465-6193 or

Do you buy jewelry?

Yes, we do purchase jewelry at both of our store locations. We are currently unable to provide purchase quotes online or over the phone.

Do you price match?

Yes, we price match other US Authorized Dealers, provided we currently have the item in stock, and the AD currently has the item in stock as well. Certain exclusions may apply. We cannot price match international Authorized Dealers.

Do I need an appointment to visit in-store?

No, both of our locations are open Monday – Friday from 10am – 7pm and Saturday from 10am-4pm. Appointments are not required to visit our showroom.

Do you have an Insider program?

Yes! Available for purchases online only, sign up for our Birthday Rewards program for a surprise during your birthday month!

Get in touch

Have questions about your order, or a general enquiry?