Frequently Asked Questions
1. What materials do you work with?
Each piece is crafted in solid 22k gold, 21k gold, 18k gold and fine silver. Often paired with natural gemstones sourced from trusted partners around the world. Our materials are selected for their beauty, rarity, and integrity.
2. Where is your jewelry made?
Every piece is designed and hand-fabricated in our Manhattan studio using time-honored goldsmithing techniques. From the first sketch to the final polish, each detail is executed with uncompromising care.
3. May I visit the studio?
We welcome private appointments in our Manhattan studio as well as virtual consultations for clients around the world. These one-on-one sessions are ideal for viewing collections, commissioning bespoke pieces, please email us at info@jakematluck.com to arrange a private appoinment.
4. How long will it take to receive my order?
In-stock pieces are typically prepared for shipment within 1–3 business days.
Made-to-order designs require approximately 2–4 weeks to create, as noted on individual product pages.
Should you need a piece for a specific occasion, we will always do our best to accommodate your timeline.
5. Do you ship internationally?
Yes. International orders are shipped via DHL Express, ensuring secure and timely delivery. Please note that duties, taxes, and import fees are the client’s responsibility and may be collected upon delivery. We are happy to provide an estimate in advance, though it should be considered a guideline rather than an exact figure.
6. Can I collect my order in person?
Yes. We offer complimentary Manhattan studio collection by appointment, allowing you to receive your piece directly from the artist.
7. What is your return and exchange policy?
Due to the handcrafted nature of our work, refunds are not offered. In-stock pieces may be returned for store credit or exchange if they are unworn, in pristine condition, and accompanied by their original packaging and documentation. Custom, made-to-order, and all international orders are final sale.
8. Do you offer repair services?
Yes. We provide expert repair and maintenance services exclusively for jewelry purchased directly from our studio or authorized stockists. Each repair request is carefully evaluated on a case-by-case basis, depending on the nature and severity of the damage. If your piece is eligible for repair, Jake will personally restore it with the same meticulous care as when it was first created.
To help us assess your repair needs, please email info@jakematluck.com with clear photos of the piece and a description of the issue. We will review your submission and provide a personalized estimate and next steps.
9. How will I know when my order has shipped?
Once your order has dispatched, you will receive tracking details. For updates at any stage, you are welcome to email info@jakematluck.com with your order number.
10. Can I make changes to my order after it has been placed?
If your piece has not yet entered production or shipped, we will make every effort to accommodate changes or cancellations. Please contact us as soon as possible to discuss adjustments within 24 hours of inital order placement.
11. Do you offer gift presentation?
Yes. All pieces are presented in our signature natural leather packaging. Upon request, we are pleased to include a handwritten note and tailor the presentation for gifting.