Frequently Asked Questions
IS SAMUELS A RETAIL STORE?
No. We are a boutique jewelry concierge service offering made-to-order catalog and commissioned custom-designed jewelry art and related services.
WHERE ARE YOU LOCATED?
We’re based in the Greater Atlanta Metro area. Our main office is located at 1350 Scenic Highway N. , Suite 266, Snellville, GA, 30078.
DO YOU HAVE A SHOWROOM?
We do not have a traditional showroom, given that we are a special order and custom design boutique. We utilize a virtual showroom which allows us to interactively customize almost any style imaginable for our clients. To access the virtual showroom… Start Your Journey Here. Chat consultations, and product presentations via zoom continue to be successful. Local product pick-up is available in our office for items purchased virtually. For complex custom designs and special order items, in-office consultations or at-home trials with product samples and components are provided prior to purchase in order to help our clients make final purchasing decisions.
WHAT IS THE PROCESS FOR PURCHASING JEWELRY WITH SAMUELS?
The process begins with a conversation. To get a basic idea of customer desires, we encourage potential clients to start by first browsing items of interest in our virtual showcase. Many times there is an item in our showcase catalog that is perfect, or that can be customized to become what you have in mind. At the very least, the showcase gives us a point of reference and images from which to draw for a custom design ( an item designed and created from scratch). If the client has questions about particular items of interest from the virtual showroom, we offer consult via chat, phone or zoom.
For custom pieces, communications take place via phone, chat, and email to create the design. Once the final CAD rendering of item is approved, a quote is sent to the client outlining the details, description, and pricing for the item. Once the quote is approved, a payable digital invoice is sent to the client via e-mail which includes exchange policies associated with item. The invoice can be easily paid via major credit card, debit card or Paypal Account. Installment-based payment options are also available. Please note that a non-refundable deposit is required prior to the start of any custom piece. Furthermore, prices for custom pieces start at $5000.00. Once any item is paid in full, the item is processed, packaged and shipped via insured carrier, or picked up in-office (for local clients).
WHY CAN’T I PURCHASE ITEMS IMMEDIATELY ON THE SAMUELS WEBSITE LIKE MANY OTHER CLICK AND BUY E-COMMERCE BUSINESS WEBSITES?
We pride ourselves, as a concierge style jewelry company, on providing the highest levels of customer service and attention to detail. Because most of our products are customizable, and differ regarding availability and shipping times, we feel it is best practice to require clients to submit a quote inquiry first, so that we may confirm their understanding of the specifications, availability and return policies associated with their item of choice before finalizing the purchase. Through this method, we have experienced minimum product exchanges and returns as well as increased levels of client satisfaction.
HOW LONG DO CUSTOM PIECES TAKE TO CREATE WITH SAMUELS?
The process can take anywhere from 4-8 weeks if it is followed straight through. Most of our clients’ projects are done in stages. The most important step is making sure that the client is pleased with the layout of the design, and is in agreement with the price quote. Once the exact costs are laid out, the client may need time to secure additional funds before greenlighting production. The project must be paid in full before production can begin. From there, the manufacturing process is pretty straightforward, unless there is a rare or hard to find material involved.
WHAT ARE YOUR QUALITY STANDARDS AS FAR AS DIAMONDS, GEMSTONES AND METAL MATERIALS?
We offer a variety of gem and diamond quality as well as non-traditional and lab created materials. Regarding non-colored diamonds, we only sell merchandise with diamonds graded near colorless and eye-clean clarity or higher. We sell both natural and lab created diamonds and gemstones depending on the client’s request. We take disclosure very seriously, and will never represent an item or gem material to be what it is not. Larger diamonds and important colored gemstones are accompanied by GIA lab reports. Appraisals are available for all items purchased with SAMUELS, and are provided complimentary for items priced $5000 and above.
DO YOU OFFER REPAIR SERVICES?
No. We do not offer repairs. However, we do offer certain customizations according to the type of item (ie. bracelet, necklace, earring). We offer free sizing for rings at the time of purchase. Additionally, we have a diamond credit/upgrade program for single diamonds, 0.50 carat and larger, originally purchased from SAMUELS (conditions apply… ask for more details).
DO YOU OFFER APPRAISAL SERVICES?
All items purchased from SAMUELS for $5000 or more qualify for a complimentary appraisal/Insurance replacement document and care kit. An appraisal report can be added to any item under $5000 for an additional fee (inquire for details). If you previously had your jewelry appraised by SAMUELS, and have questions or would like to have your appraisal report updated, please contact us or submit a short appraisal update request form here. We no longer perform appraisal services for jewelry items purchased outside of SAMUELS, nor do we provide liquidation appraisal services. However if you desire to sell your items or receive a no-obligation in-office consultation, we encourage you to visit the website of our recommended Atlanta-based Jewelry & Watch Buyer/Collateral Lender by clicking here.
WHAT IS YOUR RETURN POLICY?
We offer a 15 day exchange policy for stock catalog items for an item of equal or greater value with a restocking fee of $150 or 5 percent of the sell price of the returned item (whichever is the lesser) . Customized catalog items and custom-designed pieces are non-refundable and non-exchangeable.
WHAT QUALIFIES YOU TO DO WHAT YOU DO?
First and foremost, we are qualified by the approval and satisfaction of the many clients we have served over the years. Additionally, we are qualified based on education and experience in the areas of gemology, jewelry design, appraisal methodology, market research, and ethics. SAMUELS owner/chief consultant & designer holds both the Graduate Gemologist degree and the Accredited Jewelry Professional diploma from the Gemological Institute of America, a Diploma in Jewelry Design and Repair from Penn Foster Career College. He has also passed the Appraiser certification exams of the National Association of Jewelry Appraisers and has over 15 years of experience in the jewelry industry working in various capacities including: management, buying, sales, custom design, jewelry repair, gem grading and appraising. Read the full history
