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FindWeekend | We Are Here to Assist You

At FindWeekend, we believe that exceptional jewelry deserves exceptional service. Whether you are seeking guidance on selecting the perfect engagement ring, tracking a cherished order, requesting a custom design consultation, or simply wishing to share feedback about your experience, our dedicated team of jewelry experts and customer care professionals is ready to assist you with the attention and expertise you deserve.

We understand that purchasing fine jewelry is a deeply personal journey, often marking life’s most significant milestones. That is why we have cultivated a customer service experience that mirrors the thoughtfulness and precision of our craft. Every inquiry is handled with discretion, patience, and a genuine commitment to exceeding your expectations. We invite you to reach out through any of the channels below, and we pledge to respond with the promptness and thoroughness that your inquiry warrants.

1. Primary Contact Information

For your convenience, we offer multiple avenues of communication to ensure that you can reach us in the manner most comfortable for you. Please review the options below and select the channel best suited to your needs.

Email Correspondence: For non-urgent inquiries, detailed questions, or requests requiring documentation (such as custom design sketches, appraisal requests, or warranty claims), email is often the most effective channel. We strive to respond to all email inquiries within one (1) to two (2) business days. During peak seasons, including the weeks preceding Valentine’s Day, Mother’s Day, and the winter holiday period, response times may extend slightly, but we prioritize every message with equal care.

Telephone Support: For immediate assistance, complex inquiries, or matters requiring real-time discussion (such as urgent order modifications, delivery concerns, or detailed product consultations), we encourage you to call us directly during our business hours. Our phone lines are staffed by knowledgeable jewelry professionals who can provide expert guidance on metal selections, gemstone characteristics, sizing recommendations, and care instructions. Please note that for security and quality assurance purposes, telephone calls may be recorded.

Postal Mail: For formal correspondence, legal notices, returns, or items requiring physical inspection (such as repair submissions or insurance appraisals), please use our mailing address. We recommend using a trackable and insured shipping method for all physical mail, particularly when sending valuable items. FindWeekend is not responsible for items lost or damaged in transit to our facility.

2. Inquiry Categories and Routing

To ensure that your inquiry is directed to the team member best equipped to assist you, we have established specialized routing for common categories of requests. While any of our representatives can assist with general inquiries, addressing your email to the appropriate department may expedite resolution.

2.1 Pre-Purchase Consultations

If you are considering a purchase but require guidance on product selection, material comparisons, gemstone education, or sizing advice, our pre-purchase consultants are available to provide personalized recommendations. We encourage you to share details about your preferences, budget, occasion, and timeline so that we can tailor our suggestions accordingly. Virtual appointments can be scheduled for in-depth consultations, including screen-shared product demonstrations and 360-degree video views of specific items.

2.2 Order Status and Tracking

For inquiries regarding the status of an existing order, shipping updates, or delivery concerns, please have your order number readily available. You may also track your order in real time by logging into your account on our Site and navigating to the “Order History” section. If your package has exceeded the estimated delivery window or tracking information has not updated for more than five (5) business days, please contact us immediately so that we may initiate a trace investigation with the carrier.

2.3 Returns, Exchanges, and Refunds

For return authorization requests, exchange inquiries, or refund status updates, please review our Refund and Return Policy before contacting us. All returns require a pre-issued Return Merchandise Authorization (RMA) number, which can be obtained by emailing our returns department. Please include your order number, the item(s) you wish to return, and the reason for the return in your initial correspondence.

2.4 Custom Design and Bespoke Services

For custom design consultations, bespoke commissions, or inquiries regarding personalized engravings and modifications, our design team welcomes your vision. Please share any inspiration images, sketches, or descriptive details about your desired piece. Custom projects typically require four (4) to eight (8) weeks from concept to completion, depending on complexity and material availability. A non-refundable design deposit may be required to commence work.

2.5 Repairs, Resizing, and Maintenance

For repair requests, ring resizing services, prong tightening, chain soldering, rhodium re-plating, or professional cleaning, please contact us with a detailed description of the required service and clear photographs of the item. We will provide a service estimate and shipping instructions. All repair and maintenance services are performed in our secure workshops by certified bench jewelers.

2.6 Wholesale, Partnership, and Press Inquiries

For wholesale account applications, influencer collaboration proposals, affiliate partnership inquiries, or press and media requests, please direct your correspondence to our business development team. Include your company information, proposed collaboration details, and any relevant portfolio or media kit attachments.

3. Response Time Commitments

We value your time and are committed to providing timely, substantive responses to every inquiry. Our standard response timeframes are as follows:

• Email Inquiries: One (1) to two (2) business days during standard operating periods. During peak seasons (December 1 – January 5; May 1 – May 10; February 1 – February 14), response times may extend to three (3) business days.
• Telephone Inquiries: Immediate assistance during business hours (Monday – Friday, 8:00 AM – 5:00 PM EST). If all lines are busy, please leave a voicemail with your name, order number (if applicable), and a brief description of your inquiry. Voicemails are returned within four (4) business hours.
• Custom Design Consultations: Initial response within two (2) business days. Design proposals and renderings are typically delivered within five (5) to seven (7) business days following the initial consultation.
• Repair and Service Estimates: Initial response within two (2) business days. Service completion timelines vary based on the nature of the work and will be communicated in your estimate.
• Wholesale and Press Inquiries: Initial response within three (3) to five (5) business days.

If you have not received a response within the stated timeframe, please check your spam or junk email folder, as automated filters may occasionally misroute our correspondence. If no response is found, we kindly ask that you follow up with a second email or telephone call, as technical issues may occasionally delay delivery.

4. Virtual Appointments and Consultations

For customers who prefer a more immersive, personalized experience, we offer complimentary virtual appointments via video conferencing platforms. These appointments are ideal for:

• Engagement ring consultations, including diamond and gemstone selection guidance, setting style comparisons, and budget optimization.
• Custom design reviews, where our designers can share CAD renderings, wax models, and material samples via screen share.
• Gift selection assistance, where we curate recommendations based on the recipient’s style, lifestyle, and your budget.
• Jewelry care and maintenance education, including cleaning demonstrations, storage recommendations, and wear-and-tear prevention tips.

To schedule a virtual appointment, please email us at support@findweekend.com with your preferred date and time, the nature of your consultation, and your time zone. We will confirm your appointment within twenty-four (24) hours and provide a secure meeting link. Appointments are available Monday through Friday, 9:00 AM to 4:00 PM EST, with limited weekend availability by special request.

5. Frequently Asked Questions

Before reaching out, you may find immediate answers to common questions in our comprehensive FAQ section, accessible via the footer of our Site. Topics covered include:

• Ring sizing guidance and international size conversion charts.
• Metal care instructions for gold, platinum, and sterling silver.
• Gemstone authenticity, certification, and grading explanations.
• Shipping timelines, tracking procedures, and international delivery information.
• Return eligibility, exchange processes, and refund timeframes.
• Warranty coverage, repair services, and maintenance recommendations.
• Payment methods, currency, and financing options.

Our FAQ is updated regularly based on customer inquiries and emerging trends, ensuring that it remains a valuable self-service resource.

6. Privacy and Security of Your Communications

We treat all customer communications with the strictest confidentiality. Emails, telephone calls, and virtual consultations are handled in accordance with our Privacy Policy, and we do not share your personal information or inquiry details with third parties except as necessary to resolve your request (for example, sharing delivery information with our shipping partners to locate a package).

For your security, we will never request sensitive information such as your full credit card number, CVV code, or banking passwords via email or unsolicited telephone calls. If you receive a communication purporting to be from FindWeekend that requests such information, please do not respond and contact us immediately at +1 6179843566 to report the incident.

When submitting images or documents via email, please ensure that any sensitive personal information (such as social security numbers or government ID numbers) is redacted unless explicitly required for a specific service (such as insurance appraisal verification).

7. Accessibility and Accommodations

FindWeekend is committed to ensuring that our services are accessible to all customers, including those with disabilities. If you require accommodations to communicate with us effectively—such as TTY services, relay calls, extended response times, or alternative formats for documentation—please inform us at the time of your initial contact, and we will make every reasonable effort to accommodate your needs.

Our website is designed to comply with the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standards, and we continually work to improve the accessibility of our digital platforms. If you encounter any barriers while using our Site, please report them to us so that we may address them promptly.

8. Connect With Us on Social Media

Stay connected with FindWeekend through our official social media channels, where we share new collection launches, behind-the-scenes craftsmanship content, styling inspiration, and exclusive promotions. While we monitor our social channels regularly, please note that social media is not a secure or guaranteed method for handling urgent customer service matters, order issues, or sensitive personal inquiries. For such matters, we strongly recommend using email or telephone.

Direct messaging on social platforms is suitable for general questions, style advice, and community engagement. Response times for social media inquiries typically range from twenty-four (24) to forty-eight (48) hours.

9. We Value Your Feedback

Your feedback is instrumental in our continuous improvement. Whether you have experienced exceptional service, encountered a challenge, or have suggestions for new products or features, we want to hear from you. Positive testimonials may be shared on our Site or marketing materials with your explicit permission, while constructive criticism is directed to our leadership team for immediate review and action.

Thank you for choosing FindWeekend. We are honored to serve you and look forward to assisting you with all your jewelry needs.

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