Frequently asked questions
What is the return policy?

Custom & Made-to-Order Pieces

All custom and made-to-order items are final sale. You have 72 hours from the time of purchase to request a cancellation. After that window, we begin production and cannot offer returns, exchanges, or cancellations.

Non-Custom Orders

For eligible, non-custom items, you may request a return within 7 days of the delivery date. To initiate a return, please email laura@whim.nyc with your order number and reason for return. Items must be unworn, in original condition, and returned in their original packaging.

Customers are responsible for all shipping costs associated with returns, including any insurance or tracking.

Exceptional Circumstances

We understand that life happens—and while our policies are firm to protect the integrity of our craftsmanship, we always want you to love your jewelry. If you feel your situation warrants special consideration, don’t hesitate to reach out. We’ll do our best to help.

Questions? Reach out any time at laura@whim.nyc
Are any purchases final sale?

We are unable to accept returns on certain items. These will be carefully marked before purchase.
When will I get my order?

Nearly all Whim pieces are made to order by our master jewelers in New York City. Because of the thoughtful, hands-on nature of our process, most pieces take 4–6 weeks to complete.

That said, we always do our best to deliver your jewelry as quickly as possible—without ever compromising on quality or our commitment to respecting the pace and artistry of our jewelers.

If you’re working with a specific timeline or have a rush request, feel free to reach out to us at laura@whim.nyc. We’ll always do our best to accommodate.
Where are your products manufactured?

All of our pieces are handmade by master jewelers in New York City's Diamond District. Many of our jewelers come from families who have been in the trade for generations—and we trust their expertise and craftsmanship implicitly.
How much does shipping cost?

Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase as it is shown at checkout.
What kind of gold do you use?

We work exclusively with 14k and 18k solid gold, and every piece is available in your choice of yellow, rose, or white gold. We use recycled gold whenever possible and are committed to keeping sustainability at the heart of what we do.
Do you offer a warranty or insurance?

All Whim pieces are delivered with a professional appraisal of value, along with a list of our recommended jewelry insurance providers. We strongly encourage insuring your fine jewelry to protect against loss, theft, or accidental damage.

We stand behind the craftsmanship of every Whim piece. If you experience any manufacturing defect within the first 2 years, we will repair it free of charge. Please note that this warranty does not cover normal wear and tear, loss of stones (including diamonds), or damage resulting from improper care, accidents, or unauthorized repairs.

For your peace of mind, insurance is the best way to ensure your jewelry is protected for a lifetime.
What happens if my jewelry breaks?

If something happens to your Whim piece, please email us at laura@whim.nyc with a photo or video so we can assess the best approach for repair.

We stand behind the quality of our craftsmanship—if the issue is due to a manufacturing defect, we’ll take care of it at no cost. If the damage is the result of wear and tear, a repair fee may apply. Either way, we’ll walk you through your options and make it as seamless as possible.
How Should i take care of my pieces?

At Whim, we’re big believers in everyday wear—your jewelry is made to be lived in and loved. That said, a little care goes a long way in keeping your pieces sparkling for years to come.

Remove your jewelry when:

  • Washing your hands or using cleaning products
  • Swimming (in fresh, chlorinated, or salt water)
  • Exercising or doing other hands-on activities

For Paracord pieces: avoid lotions, skincare, and other body products.

When it comes to caring for your fine jewelry, a little dawn dish soap and a soft bristled tooth brush go a long way. All orders are shipped with a polishing cloth, this will help with keeping your piece shiny and clean.