FAQ's

Customer Service

Q. What is the mailing address to your corporate office?

A. Corporate Office mailing address:

RJIC
PO Box 2229
Wilmington, NC 28402

Q. Where can I find the address or phone number to a REEDS store?

A. For information on a particular REEDS store or to locate a REEDS store near you, please use our store locator.

Q. Who can I contact regarding an issue with a REEDS store?

A. Please contact store customer service at (877) 406-3266, or send an email to service@reeds.com. You will receive a reply within 1-2 business days.

Q. How do I obtain a copy of my receipt?

A. For purchases made in a REEDS store please contact the store location where you made the purchase. If your purchase was made over six months ago, or if it was made between the months of June - September 2007, please contact store customer service at (877) 406-3266, or send an email to service@reeds.com.

For purchases made on REEDS.com please contact our online order center at (877) 406-3266, or send an email to service@reeds.com.

»Return to the Top

REEDS.com Orders and Shipping

Q. Why was my credit card charged when my order was declined?

A. Credit cards can be declined for several reasons; incorrect billing information is the most common. Any time this occurs, your bank may place a hold on the funds which will appear as a pending transaction. Since your account has not been charged the hold will be removed within 3-5 business days, depending on your bank. If you need the hold released immediately, you will need to contact your bank and they may release the hold without any assistance from us. If your bank needs verification from us, please obtain the information required along with their fax and telephone number. We will then contact your bank and have the hold released as soon as possible.

Q. Who should I contact if I am not able to login to my REEDS.com account?

A. Please send us an email with your user name to service@reeds.com and we will reset your password.

Q. How long will it take to receive my order?

A. All orders placed on REEDS.com require a combination of order processing time and shipping time. Order processing time is determined by the item(s) that you are ordering. Most items will be shipped within 1-2 business days however there are some exceptions. These exceptions are listed on each items' product detail page. For more information regarding order processing time, please refer to the Order Processing section of our Orders & Shipping page.

Shipping time is determined by the shipping method that you choose when you place your order. For more information regarding shipping and delivery methods, please refer to the Shipping and Delivery Options section of our Orders & Shipping page.

Q. When will my order ship?

A. All orders placed on REEDS.com will be shipped once the order has been processed. Order processing time is determined by the item(s) that you are ordering. Most items will be shipped within 1-2 business days however there are some exceptions. These exceptions are listed on each items' product detail page. For more information regarding order processing time, please visit the Order Processing section of our Orders & Shipping page. If your order has gone past these guidelines, please feel free to contact us.

Q. Why did I only receive part of my order?

A. It is our goal to ensure that all customers receive their merchandise in the timeliest manner possible. If all the items on an order are not available to ship from one location we will, at no additional charge to you, fulfill the order from multiple locations. When this occurs you will receive a shipment confirmation email with multiple tracking numbers. In some cases these shipments will arrive on different days. If you did not receive a shipment confirmation email please contact us.

Q. Why do you require an adult signature for delivery?

A. An adult signature is required for insurance and security reasons and to ensure your purchase arrives safely in your hands. If you are not able to be home to sign for the package, it is possible to make other arrangements. Please visit the Package Protection Policy section of our Orders & Shipping page.

Q. Do you ship internationally?

A. Yes. We have collaborated with FedEx® CrossBorder to service our international customers.

At checkout, choose your international destination from the country drop down menu. Once you select your country and attempt to checkout, you will be automatically transferred to the FedEx® CrossBorder Checkout page where you will be provided with international shipping costs as well as duties and taxes for your shipment.

Upon completion of your order, FedEx CrossBorder will charge your credit card for the entire purchase and then re-purchase those items from our site on your behalf. We will ship the goods to the FedEx CrossBorder Global Distribution Facility and they will be forwarded to your international address.

NOTE: All payment, shipping, or return requests should be submitted to FedEx CrossBorder at FCBConsumer@ftn.fedex.com.

»Return to the Top

Product Information

Q. Why is my white gold jewelry turning yellow?

A. Gold does not occur as white in its natural state. White gold is created by alloying yellow gold with other metal(s) to give it a white color. Most white gold jewelry is then plated in rhodium, a form of platinum, to give it an extremely high white sheen. Over time this plating may wear away and some jewelry may start to exhibit a yellowish tint. Exposure to certain chemicals such as chlorine, or acids can cause this process to occur more quickly. When this occurs, the jewelry will need to be re-plated in rhodium to restore the original color. This can be done in any of our store locations or you can contact us and we will give you an address where you can send your jewelry. If you purchased the Jewelry Service Plan when you bought the item from REEDS, rhodium plating will be covered, if not there may be a charge associated with this service.

Q. My sterling silver jewelry is turning black when I wear it every day. Why does this happen?

A. There are many factors that can accelerate the tarnish rate of sterling silver jewelry. Changes in hormone balance, a high level of amino acids in perspiration, along with certain medications, cosmetics, and skin lotions are the most common. Try cleaning your silver jewelry with a mild dish washing detergent and water after wearing it, and be sure to completely dry it. This will help remove skin oils or perspiration and may help keep silver jewelry clean and bright longer.

Q. Why does REEDS use millimeters as a unit of measure?

A. The Millimeter is the industry standard unit of measure. By using millimeters, we are able to provide you with the most accurate dimensions. Please see below for approximate conversions to give you a better idea of the item's dimensions:

  • 3mm is approximately 1/8 inch
  • 6mm is approximately ¼ inch
  • 13mm is approximately ½ inch
  • 19mm is approximately ¾ inch
  • 25mm is approximately 1 inch

»Return to the Top

Payment Options and the REEDS Credit Card

Q. Who should I contact regarding my REEDS credit card account?

A. REEDS Credit Card accounts are now issued by Synchrony Financial. Please click here to make online payments or you may contact their customer service at (866) 396-8254. If you need to manage your REEDS Credit Card account with Comenity Bank, please visit their website here. Due to privacy laws, we do not have access to your account information. Please contact Comenity Bank credit services toll free at (866) 807-9835 (TDD/TTY 1-800-695-1788). If you do not have your account information you may hold for an operator without entering any information, not even language preference.

Q. Can I pay my REEDS credit card bill online?

A. Yes. Please click here to make online payments on your Synchrony Financial REEDS Credit Card or call (866) 396-8254. To pay your Comenity Bank REEDS Credit Card bill online you will need to go to their site here. If you have not set up a user account online, you will need to do so before paying your bill. If you have questions about your Comenity account, please contact credit services directly at (866) 807-9835 (TDD/TTY 1-800-695-1788). REEDS credit card accounts are now handled by Synchrony Financial. Due to privacy laws, we do not have access to your account information.

Q. Who should I contact if I am not able to login to my online REEDS credit card account?

A. All online REEDS credit card accounts are handled by Synchrony Financial, you may contact them at (866) 396-8254. If you are not able to login to your Comenity Bank online account, you will need to contact Comenity Bank credit services directly at (866) 807-9835 (TDD/TTY 1-800-695-1788). If you do not have your account information you may hold for an operator without entering any information, not even language preference.

Q. Does REEDS offer any type of payment plans?

A. The REEDS credit card enables customers to purchase an item and make payments. You can apply for a REEDS credit card at any REEDS Jewelers location or you may apply online.

Q. Does REEDS offer layaway?

A. Layaway is offered on most items through our store locations only. A minimum deposit of 10% or $25 (whichever is greater) is required as an initial deposit. Subsequent monthly payments of 1/6 the remaining balance or $25 (whichever is greater) are required. Merchandise on layaway may be held for a maximum of 6 months as long as regular payments are made.

»Return to the Top

Returns, Exchanges and Refunds

Q. What is REEDS return policy?

A. For items purchased in a REEDS store, please refer to your printed receipt as the return policy may vary based on the item(s) purchased as well as the specific retail location. If you are unable to locate a copy of your receipt, you may contact the store location where you made the purchase for more information.

For items purchased on REEDS.com, returns and exchanges are accepted within 30 days of the delivery date. Merchandise must be in new unused condition. All returns require the original sales receipt or a copy. Returns will be credited in the original form of payment. For your convenience, most purchases can also be returned at any REEDS store location. Certain items are not eligible for store returns and therefore must be returned to our customer service center. These items are indicated as "Return by mail only" on the product page and in the shopping cart.

Q. How do I return an item that I purchased on REEDS.com?

A. When you receive your purchase from REEDS, examine it carefully. If for any reason you are not completely satisfied, please call our online order center toll-free at 844-REEDS-40 or email us at service@reeds.com to verify that you are within the return period. Once you have verified that you are within the return period, please follow the return instructions below based on your original order type.

  1. Standard Online Orders - The returned item should be insured for its full value. REEDS Jewelers is not responsible for returned merchandise lost or damaged in transit. Original shipping charges will be refunded only if we have sent the wrong item or if the item is defective. Returns by mail or common carrier must be sent to:

    RJIC #5
    2515 South 17th St
    Suite G
    Wilmington, NC 28401

  2. SHOPRunner Orders - ShopRunner is a membership program that gives you and your family Unlimited Free 2-Day Shipping and other great benefits on millions of Eligible Items from the Biggest and the Best stores. All return requests for orders placed using this service should be submitted to SHOPRunner by signing in to your account on www.shoprunner.com.
    Shoprunner
  3. FedEx® CrossBorder Orders - We have collaborated with FedEx® CrossBorder to service our international customers. All payment, shipping, or return requests for orders placed using this service should be submitted to FedEx CrossBorder Member Support at FCBConsumer@ftn.fedex.com.
    FedEx CrossBorder

Upon receipt of your order, with all the required information and materials, we will either ship a replacement or credit the original purchase in the form of the original payment, based on your request (Please specify in your return package). Credit processing will occur as soon as possible, usually within 3-5 business days of the receipt of merchandise.

For your convenience, most REEDS.com purchases can also be returned or exchanged at any of our store locations. To return an item at a REEDS store, simply bring it in within along with the original packaging and paperwork, and one of our expert associates will be happy to assist you. Certain items are not eligible for store returns and therefore must be returned to our customer service center. These items are indicated as "Return by mail only" on the product page and in the shopping cart.

Q. When will I receive a refund for my REEDS.com return?

A. When we receive your package at our order center, your return will be processed within 1-2 business days. If you provided an email address you will receive an email confirmation when the return is processed. Please be aware that it is not uncommon for the credit card issuer to take 3-5 business days from the date we issue the refund to process the refund to your account. If your return is outside of this time frame, please feel free to contact us to check the status.

Q. How can I check the status of my refund check?

A. Please contact the store location where you made the return and supply them with the refund reference number located on your return receipt. They will track the refund check for you.

»Return to the Top

Repairs, Warranties and Service Plans

Q. How can I confirm that my damaged item is covered under my REEDS Service Plan?

A. You can read a list of some of the items that are covered under REEDS Service Plans by reviewing our Service Plan Terms and Conditions. If you cannot find the information you need in the terms and conditions, please contact the REEDS Jewelers Service Plan Help Desk at (866) 742-2562.

Q. How can I have my item repaired under my REEDS Service Plan if I am not located near a REEDS store?

A. Please contact the REEDS Jewelers Service Plan Help Desk at (866) 742-2562. They will mail you a postage paid box and answer any questions you may have about your repair service.

Q. Where can I find my REEDS Service Plan contract number?

A. If you have your sales receipt the Service Plan contract number is located under the barcode. If you cannot find your receipt, please feel free to contact the store location where your purchase was made or the REEDS Jewelers Service Plan Help Desk at (866) 742-2562.

Q. What is the REEDS diamond trade-in policy?

A. The REEDS diamond trade-in policy allows a customer to trade any diamond jewelry towards another diamond purchase provided the customer has either the original diamond warranty or the original sales receipt. The net purchase price of the new diamond jewelry must be at least double the net purchase price of the diamond jewelry being used for the trade-in. For example; If you bought a $1000 diamond from REEDS and your new purchase is for a $2000 diamond, your net cost would be $1000, the amount of the new purchase less your trade amount (this example does not include taxes or any other fees, such as sizing). The original diamond jewelry must not be chipped, cracked, or damaged in any way. Taxes and other charges are not included in determining the trade-in value of your original diamond jewelry.

Q. How do I maintain my Limited Diamond Warranty if I am not located near a REEDS store?

A. REEDS is proud to offer its customers the option of using our "Long Distance Inspection Program". This program allows customers the ability to maintain their Limited Diamond Warranty in situations where they are unable to bring their merchandise into a REEDS store location in person. The program works as follows; When sending your merchandise in for inspection, please include the original Limited Diamond Warranty, a note stating why you are sending it, a telephone number where you can be reached, as well as an address to ship your merchandise back to you. Shipment to REEDS will be at the customer's expense and should be delivered via UPS, Fed Ex, or Registered Mail. REEDS strongly recommends that the merchandise be sent insured for its full replacement value. You may send your merchandise to one of our store locations or to our corporate office at:

RJIC #5
2515 S 17th St
Suite G
Wilmington, NC 28401

Once your merchandise has been inspected and cleaned, it will be shipped back to you at REEDS expense, insured for its full replacement value, via UPS and an adult signature will be required for delivery. The time required to complete a diamond inspection may vary however the average turn-around is 5-6 business days from the day we receive it to the day we send it back.

»Return to the Top