Aftercare & Resolution Approach

At DovEggs, we believe aftercare should reduce risk, not add complexity.
Fine and custom jewelry may experience changes over time due to regular wear. When a concern is reported, our priority is not to debate fault, but to determine the most appropriate and low-risk way to resolve the situation.

How Concerns Are Reviewed

Reported concerns are reviewed based on:

• Customer-submitted photos and short videos
• Standardized visual review criteria
• Image-based analysis used to support consistent assessment

This approach helps ensure each case is reviewed fairly and consistently, without reliance on individual subjective judgment.
Clear and sufficient images are required for a review to proceed.

Resolution Options

Depending on the nature of the concern and review outcome, resolution options may include, where appropriate:

• Partial order credit (or a partial refund, as applicable)
• Order credits toward remakes or new designs
• Guidance or support for professional local repair
• Other case-by-case solutions
  

To reduce the risks associated with shipping and third-party handling, traditional return-and-repair is not always the default approach.
For pieces considered irreplaceable by the customer, we may support locally arranged repairs rather than requiring the item to be sent back.
Click to here to learn more about Repair & Warranty.

Key takeaways

• Warranty covers stone appearance and physical integrity including fogginess and defects
• Free professional inspection and cleaning included
• After-sales team responds within 24 hours of email contact
• DovEggs responds publicly in community with 64+ community likes on warranty responses