Repair & Resize Service

We’re here to help keep your jewelry perfect. For repairs or resizing, please reach out to support@thealteredcarbon.com with your order number, and our team will guide you through the process.

Information About Repairs

If you need a repair please contact us on support@thealteredcarbon.com. But before you do, here are some important details you should know about how we do repairs:

  • Our repair specialists write up an intake form that notes the current condition of the piece and any repair work that’s required. We’ll always send you a copy of that intake form so we’re all on the same page.
  • After that, we’ll immediately get started on any work that’s covered under the warranty (without bugging you for approval). That may include the following:
        - Replacing or resetting stones
        - Replacing the setting
        - Prong work or replacement
        - Replacing thinner areas of the band
        - Resizing the ring
  • Clients are responsible for shipping costs both ways.
  • Our current timeline for repairs is 2-3 weeks from the time we receive your piece.

    NOTE: If your piece needs a new stone, we can’t guarantee the replacement of limited-edition or one-of-a-kind stones. In the rare case that the exact stone isn’t available, we’ll follow up with you and get your approval on an alternative that matches.

We understand that things happen and fine jewelry is delicate. There are things you can do to take care of your jewelry.

But don’t worry if something does happen. We offer a generous lifetime warranty on all of our pieces. We stand by our work, and we want to take care of you and your jewelry.

Resizing

At The Altered Carbon, we understand the importance of a perfect fit when it comes to your jewelry, especially rings. Therefore, we offer a ring resizing service to ensure that your jewelry fits you comfortably and beautifully.

Resizing Limitations:

    • Rings can be resized to either increase or decrease by a maximum of one full size.
    • Please note that resizing beyond this range may compromise the integrity and aesthetics of the piece, and therefore, cannot be accommodated under this policy.

Exceptions:

  • In the case where the ring features a shank adorned with full eternity stones, resizing becomes unfeasible due to the intricate design and setting. Hence, we are unable to proceed with resizing in such instances.
  • Customers with rings falling under this category are encouraged to exchange the ring for the correct size. Our customer service team will be delighted to assist you in this process.

In some cases, we may simply exchange the original ring for an identical ring in your size instead of resizing. Why?
If either

a) it would result in a faster turnaround time, or

b) if the integrity of the design would be affected. An exchange would only apply to bands that are plain gold and don’t feature any stones. And like all of our pieces, the swapped ring would be handcrafted from scratch. Of course, we’ll always contact you if we’d recommend that route.

Clients are responsible for shipping costs both ways (and for international clients that includes customs fees).