Frequently Asked Questions
Please click on a topic to learn more:
You can order via phone, fax or email. Here is more information to help you:
1. Call one of our sales associates at 1-310-821-6006.
2. Email us at email@example.com. Please refer to the item name, price and size (if known) in your email to us.
3. Print out and fax our Online Fax Authorization Form.
If you are a new customer, a copy of your credit card and driver's license must be included with this form. Please include the following information:
We accept Mastercard, Visa, American Express, personal checks and money orders. Orders paid by personal check will be shipped when the check has cleared and the item is finished.
The prices displayed on this website are quoted in U.S. currency. Prices are subject to change at any time. We make every attempt to avoid errors in pricing and product information. But we are human, and if we goof and make a mistake, we reserve the right to correct it and apologize for any inconvenience it might cause.
We know you're anxious to get your hands on that gold you discovered. Just remember that all the jewelry produced by Bracken workshops is essentially handmade, so order early! One-of-a-kind items, including antiques and items with rare or unique gemstones are subject to prior sale, but sometimes get re-created to order. For items not in stock (we may have to send to Sri Lanka for that special ruby) please allow from two to eight weeks for shipment. Items in stock are shipped promptly.
We will send you a shipping confirmation and invoice by email, usually on the same day we ship your order. To track your package after it is sent, we will send you a UPS tracking number. Visit their web page at www.ups.com, the "Tracking" option.
All shipping costs are free in the Continental U.S. and Canada. We use UPS 2day delivery. All items are sent insured. All orders going to a P.O. box or other address where UPS does not deliver will be shipped by U.S. Priority Registered Mail. All international orders are shipped via International Federal Express delivery (in addition to extra shipping charges to ship out of the U.S., you are responsible for any duties or taxes that may be assessed).
All of our gold, gem and antique products are guaranteed to be genuine, and of the quality described. We strive for consistency, though variations in gemstone appearances and details of metal finish are to be expected in handcrafted and natural materials, and are not defective.
Some of our gold products are soft and intended to have an irregular dull finish that can be affected by conditions of wear. Also, remember that computer monitors vary greatly in their color reproduction, and some are more accurate in their color depiction than others.
In the unlikely event your purchase should be damaged in shipment, please call us immediately, since all shipments are insured with UPS. All our products are guaranteed against defects in materials or workmanship. For security purposes, a signature will be required when your shipment arrives. Please inspect it carefully for any defects or damage. If you find anything wrong, call us immediately. Any repairs or replacements will be free of charge if you notify us of the problem within five days of receiving it. Then send the item to us, insured, with a note explaining the problem. We'll get back to you with information on when you can expect to receive the repaired item or a replacement.
As is traditional with fine jewelry, once you have worn an item, we make no warranties against loss, breaking, chipping, scratching, denting or bending of metals or stones. Treat your new jewelry with care, and it should last a lifetime. Estimates gladly given for jewelry repairs, refinishing and maintenance work.
Rings are delivered in the sizes ordered. On California Gold jewelry, we will resize your ring once free of charge. For our custom-made Special Creations jewelry, there is a minimum charge for re-sizing: downsize $30, upsize $60, plus shipping and insurance (if you live in the L.A. area, it's even better if you can drop by the store so we can say hello and check your finger size).
For rings with patterns or gemstones, please request an estimate. That's because these items are much more time-consuming to resize. Turnaround time will be as fast as possible, usually within 14 working days. Careful consideration should be given to the finger sizes and lengths of jewelry items ordered, as the items we sell are unique and hand-crafted to your order, not stocked in all sizes.
Before ordering, please take into account things like normal body fluctuations, hot and cold weather and the size of the wearer's knuckles compared to the ring area. If your knuckles are larger, choose the tightest possible that will fit over the knuckle. Finger sizing device available upon request by mail. If you have an inexpensive ring that fits the same finger (approximately the same width…i.e. wide, medium or narrow) you can send it to us so that we can determine the size. We'll return it in the same package as your new ring. Or have your finger sized by any fine jeweler, like Bracken's!
Any return for refund or exchange for different items can be made within 14 days and is subject to a 15% stocking service charge (except for defects or damage in shipment). In many cases we will have made your item to order, or adjusted an item in stock to fulfill your order (see ring resizing). This always requires care, time and expense when working with finer jewelry.
We are extremely diligent about making honest claims regarding the quality and representation of our products. If you have any questions about quality, sizes, values, prices or expectation of our products, please email or call us before placing your order. To return or exchange merchandise, please enclose your packing slip (noting on the front side the reason for your return and the action you wish taken). Ship your package pre-paid and insured to the address provided in the shipment, or call for more information.