FAQ
Shipping & Returns
Do I need to be home when my order is delivered?
Short answer: Yes-ish.
All packages ship fully insured and require a signature for delivery by default. That’s on purpose. We’re not sending socks—we’re sending solid gold and diamonds, and those deserve a proper handoff moment.
If you won’t be home, you do have options:
- You can have the package held at a local pickup location
- You can request delivery to your workplace or another secure address
- Or we can coordinate timing so it arrives when someone responsible (you, your partner, your very trustworthy neighbor who waters your plants) can sign for it
What we don’t do is leave fine jewelry sitting on a porch like an Amazon box full of paper towels. Hard pass.
If your schedule is complicated, just say the word. We’ll figure it out together.
How long does shipping take?
Ready-to-ship items ship within 1-2 business days via 2-day insured shipping. Made-to-order pieces typically take 4-6 weeks from start to finish, though we plan for up to 8 weeks to be safe. We'll keep you updated throughout the process.
Do you ship internationally?
We ship within the US only at this time.
Is shipping insured?
It’s insured. It’s tracked. It’s probably being handled by someone who has no idea how much emotional significance is in that box. We require signature at delivery to ensure your pieces get to you properly.
You’ll receive tracking details as soon as your item leaves the building and we'll follow it along with you.
What is your return policy?
Ready-to-ship items and loose lab diamonds may be returned within 7 days if unworn and in original packaging. Custom orders and final sale items are not eligible for returns. To request a return on eligible items, log in to account.sorianocustom.com with your order number. Approved returns are refunded to your original payment method less a 5% restocking fee. Shipping charges are non-refundable.
Ordering & Customization
Do you do custom work?
Yes, selectively. Custom orders are available but depend on current availability — commissions are sometimes paused when capacity is full. If you have something specific in mind, reach out through our inquiry form and we'll let you know where things stand. Custom orders are final sale.
Do you offer resizing?
One complimentary resize is included within 30 days of delivery, provided the design allows for it. Resizes beyond two sizes or additional alterations may incur a fee. If sizing is a concern at the time of purchase, just ask — we'd rather get it right.
Materials & Quality
What is solid gold, and why does it matter?
Solid gold means the entire piece is made of gold alloy throughout — not a base metal with gold on top. At Soriano Custom, every piece is 10K, 14K, or 18K solid gold, or platinum. It will not tarnish, chip, or wear through. What you receive is what it will be in twenty years.
10K gold is 41.7% gold — the most durable option and the most affordable. 14K gold is 58.3% gold, the most common choice for everyday fine jewelry, and a good balance of durability and richness. 18K gold is 75% gold, slightly deeper in color, and a better fit for pieces worn less frequently or for those with metal sensitivities.
Platinum is a separate metal entirely — denser, naturally white, and hypoallergenic. It's more expensive than gold but does not require rhodium plating to maintain its color, and it wears differently over time, developing a patina rather than thinning.
All gold options at Soriano Custom are solid gold. None will tarnish or wear through.
What is the difference between solid gold, gold-filled, and gold vermeil?
Solid gold is gold through and through. Gold-filled has a thick layer of gold bonded to a base metal — it's more durable than plating but will eventually wear. Gold vermeil is sterling silver with a thin gold coating. Both gold-filled and vermeil will eventually show the metal underneath. We don't make either.
Are lab grown diamonds real diamonds?
Lab-grown diamonds are real diamonds. They are chemically, physically, and optically identical to mined diamonds — the only difference is where they formed. They cost significantly less than mined diamonds of comparable quality, which means you get more stone for the same budget.
How should I care for my jewelry?
Like our bodies, our jewelry will disappoint us if we neglect it. Clean gently with warm water, mild soap, and a soft brush. Store in soft packaging so it doesn’t fight with other pieces. Examine regularly for anything loose. Small issues do not fix themselves. If you see something, say something.