Below are just a few of the questions that we answer every week at
Steven DiFranco Jewelers.
Do you do all your jewelry repairs in the store?
Yes. We have the most technologically advanced repair and manufacturing shop in northeastern Ohio, and the knowledgable staff to use it properly. On the extremely rare occasion that your jewelry needs to leave our store (stone cutting as an example), you will be asked permission before shipment.
How long does it take for Steven DiFranco Jewelers to repair jewelry?
As a general rule, ten to fourteen business days. This can take longer if parts need to be special ordered or made. Depending on our repair work load, it also may take slightly less time. We take in 100 to 200 repair jobs per week, so some patience is needed.
Why does it take this amount of time to repair my jewelry?
We go throught about 200 repair jobs per week and we take them in the order that they came in on. The exceptions are when we sell an engagement ring or wedding band, they move to the head of the list, after all we are "the engagement ring and wedding band store"
What if I want my jewelry repaired while I wait?
We can perform most repairs while you wait. Call ahead to make sure our work load will allow rush repairs on the day you desire. There will be an increase in the repair charge for a "while you wait appraisal" or "while you wait repair" because to stop every other job that we have in the shop just to work on your repair costs us more to do, hence the increase in repair fee.
Is my jewelry or watch insured while it is at Steven DiFranco Jewelers?
Our insurance is a supplement to your insurance. If you have no insurance, our insurance becomes the primary insurance. This is why we ask for "your estimate of value" when we take a piece of your jewelry in for repair.
Why do you ask me for the value of my jewelry/watch at repair take in?
We need to know your value of the jewelry/watch that you are leaving with us for repair so we can make sure that there is insurance on your valuable item/items while they are in our store. We cannot help you with the value as by our insurance companies rules, this would be a verbal appraisal. We are not permitted to give verbal appraisals, as they are worthless in their accuracy.
When a repair is brought in to Steven DiFranco Jewelers a value is asked for, why?
If we were to give our opinion of the value of your merchandise at the time of repair take-in we are actually giving you a verbal appraisal. This is not permitted under our insurance policy.
Why do you charge for an appraisal?
We employ a GIA graduate gemologist to perform a proper and accurate appraisal on your jewelry. To be a graduate gemologist it costs thousands of dollars along with much time and study. Not only that, but the mobile gem lab that is used cost $10,000. As with all of our jobs, giving away our services is not the proper thing to do. A proper and accurate appraisal takes time to perform correctly. A verbal appraisal for free is not accurate and unacceptable for insurance purposes.
How often should jewelry be re-appraised?
All jewelry appraisals should be reviewed once per year. Given the volatility of the precious metal markets this is a necessity.
What is the warranty on watch repairs?
Only if it is a complete overhaul, there is a six month warranty.
What is the warranty on jewelry repairs?
Unless stated otherwise, there is a one year warranty.
What is the NSF/returned check fee?
Unfortunately, it is $50.00. The bank fee and a time study has determined this cost. We do not make a profit on NSF/returned check fees.
Why can't we open our front door before or after stated business hours?
Due to the high value of our stock and customer's jewelry, our insurance company has limited our ability to open our doors either before or after business hours. We are sorry for the inconvenience, but our hands are tied.
Does Steven DiFranco Jewelers sell it's customer list or share customer information?
Not only do we not sell any customer information, our store computer network is never hooked up to the internet. We take every reasonable precaution to safeguard your personal information.
Do you save credit card information in your store's computer?
We do not save your credit card information in our computer.
How long do new prongs or a new head last before needing more repair?
As a general rule, 7 to 10 years under normal conditions, less under harsh conditions, and longer under very good conditions.
I saw an ad in a magazine showing super glue being used to tighten diamonds and gemstones. Is that how it is done in a jewelry store?
No, No, No!!!! You NEVER use super glue to tighten gemstones or diamonds!!!! Proper tension from the prongs or bezel is the only proper way to tighten gemstones.
Can toothpaste be used to clean jewelry?
Again, No, No, No!!!! Toothpaste will scratch the metal in your jewelry and it can scratch some sensitive gemstones.
Can you special order jewelry that is not in stock?
As long as we have access to it by being a dealer, yes we can.
When do you special order, and how long does it take?
We special order twice per week. Special orders can take from one day to six weeks.
Does Steven DiFranco Jewelers have more than one location?
Even though we only have one location in Willoughby Ohio, we ship merchandise on a weekly basis to our customers around the country.
Can I return or exchange a custom made or modified piece of jewelry from Steven DiFranco Jewelers?
Since the piece was custom made or modified especially for you, it can not be returned or exchanged.
Where did you leave the TV remote?
As much as we pride ourselves on "over the top" customer service, unfortunately, we can't help you on this one. You have to take some responsibility for your own stuff.
Can I return a special ordered piece of jewelry from Steven DiFranco Jewelers?
No. All special orders are non-returnable or exchangeable. Keep in mind, that some special ordered merchandise is manufactured specifically for you, making it unable to be returned to the company and very difficult to resell.
Does Steven DiFranco Jewelers offer cash refunds or credit card credits?
We do not give cash refunds or credit your credit card upon a proper return. We do not use as big of a profit margin as a "mall" store, so the luxury of cash refunds and credit card credits are not possible.
What if I want to cancel a layaway?
As long as the merchandise was not special ordered or worked on, you can cancel a layaway and get your deposit back within 30 days. After that your deposit could be lost unless you change the item that you have in layaway and apply the deposit to the new item.
What if I want to have Steven DiFranco Jewelers make a donation to a charity or organization?
Our corporate policy on this is first and foremost to support the community that supports us. That is why we are a strong supporter of the Willoughby Food Pantry. Any and all other requests must follow the following rules to even be considered. Rule #1: The organization must be based in Willoughby, Willoughby Hills, or Kirtland. The event must take place within those communities. We are sorry that this may eliminate a large portion of the many requests we get each year, but our primary goal is to support our local community.
How often should I have the prongs on my jewelry checked?
At least twice a year is best. More often if your job is rough, or you wear it while "playing hard". At Steven DiFranco Jewelers, cleaning and checking the prongs on your jewelry is free, so why not do it often?
Does Steven DiFranco Jewelers sell extended warranties?
We do not sell extended warranties on the jewelry that we sell. As a matter of fact, we don't think that extended warranties on jewelry is a good idea at all. These warranties are set up to fail by the companies that offer them. You are required to have the jewelry inspected at regular intervals to keep the warranty in place. If you don't your warranty is void and you are out your hard earned money. This is a great money maker for the company offering the warranty, and a great money waster for you. Be sensible and bring your jewelry into our store a couple of times per year for a proper inspection, this inspection is free. This good habit will reduce your maintenance costs dramatically.
Does Steven DiFranco Jewelers engrave merchandise that is not bought here?
Yes we can engrave things bought from other stores. If the surface chips, cracks, or gets damaged in any way, we are not responsible for the damaged merchandise. We take the utmost care in engraving all items, but there are occasional problems that we are not responsible for.
Does Steven DiFranco Jewelers repair jewelry that is not bought here?
We sure do! Many times a day we have to repair jewelry that has not been bought here. In some cases, it is because of wear and tear, damage, or to fix a poor repair job from another jewelry store. We have the most technologically sophisticated repair in Northeast Ohio, along with the best people to work in our shop.