How Does Jennie Kwon Jewelry Handle Repairs?

I’ve sent a couple of pieces back to Jennie Kwon Jewelry over the years, so I can walk you through how they handle repairs from a collector’s perspective. First off, communication is the cornerstone: they ask you to reach out through their website contact form or direct email with photos, your order number, and a short description of the issue. Once they confirm receipt, they evaluate whether the problem falls under their manufacturing warranty or is considered normal wear and tear. For manufacturing defects—things like solder failures, clasp breakage that isn't caused by misuse, or stones coming loose due to poor setting—they usually cover the repair at no charge within a specified warranty window. If a piece is out of warranty or the damage is from daily wear, they’ll send a clear quote before doing any work.

The actual repair options are pretty thorough. Common fixes I’ve seen include chain soldering, clasp replacement, rhodium re-plating for white gold pieces, tightening or resetting stones, and cleaning/polishing. They also handle resizing rings and replacing lost accent stones when possible. Turnaround tends to be realistic—expect a couple of weeks for evaluation and then another 1–3 weeks for the repair itself depending on complexity and whether parts need to be ordered. Shipping is part of the logistics too: they usually ask customers to ship the item to them with tracking and insurance. In many cases, if the repair is covered under warranty, they will cover return shipping; otherwise, return postage is often the customer’s responsibility.

Practical tips from my experience: include proof of purchase (order number or receipt) and a few photos that show the issue clearly—this speeds up the quote process. Pack the piece securely (bubble wrap, small jewelry box) and insure it for the declared value. If you care about turnaround time, mention any deadlines up front—sometimes they can rush a repair for special occasions for an extra fee. Overall, their repair process feels thoughtful and professional: transparent quotes, clear timelines, and friendly follow-ups. I always appreciated the way they treated my pieces like little treasures and returned them looking refreshed, which makes me a repeat customer every time.

Sent one of my favorite necklaces to Jennie Kwon Jewelry after the clasp gave out, and the whole repair felt really straightforward. I dropped them a DM with a couple of close-up photos and my order number; they replied within a couple of days asking for the piece to be mailed in with basic contact info. After receiving it, they assessed the damage and sent a quote—since my clasp had snapped from regular wear and wasn’t a manufacturing flaw, there was a small fee to replace it and polish the chain.

The job itself was done in roughly two weeks, and they wrapped the necklace carefully and included a short note detailing what was fixed. I appreciated that they told me whether return shipping would be covered or not up front, and they gave a little care tip to help prevent the same issue. My practical takeaway: keep receipts, photograph issues clearly, and expect a short wait but honest pricing. I walked away impressed by how tidy and personal the whole process felt, and the necklace looked nearly new—pretty satisfying.