Customer Care


367 West Broadway
New York, NY 10013
Tel: 1-888-SOHO-GEM (7646-436)
Hours: Monday-Friday 11am - 7pm, Saturday 11am-6pm, Sunday 12pm-6pm


Return Policy: Excluding custom orders, SOHO GEM Online offers a 7 day full money back guarantee.  All jewelry must be returned in the condition in which it was received for the return policy to be honored.  Any items that have been altered or worn are considered final sale and not returnable.  Items that have been sized or adjusted prior to shipping are final sale and not returnable.

Returns must be accompanied by a copy of the original invoice, any GIA reports and Appraisal documents, and the gifting box (which held the item itself) Upon receipt and review of the item we will refund the purchase price of the item(s).

Return authorization from Soho Gem is required for returns.  Articles sent without Return Authorization will be refused receipt and returned to the shipper.  To receive an RA # please contact customer service at or call 1-888-SOHO-GEM to speak with an associate.

*Please be certain to fully insure the parcel upon return. Soho Gem is not responsible for returns that are damaged, lost, or misplaced by the postal/shipping handler. 

*Purchaser is responsible for all shipping and insurance costs.

Return policy is only applicable to sales made through our website and does not apply to in store purchases. 

Sale Items: Items purchased on Sale can only be exchanged for other Sale items.   Exchanges must be selected within 10 days from your receipt of the item to be exchanged. No refunds or store credit will be issued for Sale items.

Shipping: Shipping is FREE of charge for online sales. All merchandise is shipped via insured, signature required, second-day FedEx. Merchandise will be shipped on the day of purchase or on the following business day (pending credit card authorization) unless another date is confirmed with customer. SOHO GEM can only ship within the United States and Puerto Rico and will not ship to PO boxes. We cannot guarantee second day delivery outside of the continental United States.

Purchases through Soho Gem Online will ship to the billing address of the credit card used for payment.  We do not collect sales tax on orders shipped to addresses outside of New York State.  If you require next day delivery or would like to ship to an alternate address or to an address outside of the United States please contact a sales representative at 1-888-SOHO-GEM.

Exchange/Store Credit: All items may be exchanged or returned for a store credit within 14 business days. Store credit does not expire and may be transferred. Please refer to our return policy for shipping merchandise back to Soho Gem.

Holiday Returns: Merchandise purchased from December 1st through December 31st will have an extended return period deadline for January 15th of the following year.

Refunds: After the item is inspected and determined to be in its original condition, your payment will be refunded. Refunds usually appear on your credit card statement within one or two billing cycles.  Please be sure to fully insure the parcel upon return to prevent loss. Soho Gem is not responsible for returns that are lost or misplaced by the postal/shipping handler.  The return shipping address will be provided with your Return Authorization Number.

Sizing/Alterations: Many of our jewelry pieces can be sized or altered.  We offer this service free of charge, for up to 2 full sizes, at time of purchase. This applies strictly to in-stock items and not to custom orders. To find out if a particular piece of jewelry can be altered please contact

Repairs: Anything worn or used daily – especially jewelry - is subject to the normal wear and tear of everyday activities. We recommend that you have your jewelry checked every 6 months for security and cleaning. If your item ever needs repair - you may send it back to us for an assessment and price estimate of recommended services.  Please contact one of our representatives for details at or via phone at 1-888-SOHO-GEM.

We also repair/and or redesign jewelry that was not purchased at Soho Gem. Bring your piece in to the shop to have our gemologists or designers work with you to fix or redesign your jewelry. We can not give price estimates over the phone/email. Simple repairs take up to 2 weeks and custom work can take up to 6 weeks. 

We do advise jewelry insurance for coverage of loss or damage. Your Soho Gem appraisal (provided on request with your purchase, included in your purchase price) may be used for retail replacement value purposes.  Please contact us if you would like more information on Jewelry Insurance.

Custom Orders: Custom orders take approximately 4 to 6 weeks for delivery. All custom orders are final sale and are not refundable or exchangeable.

Depending on our jewelers’ schedule and the nature of the item, it may be possible to expedite your custom order.  Please contact a representative to discuss the possibility of options regarding expedited service.

Layaway: Layaway is available for in-stock inventory.  A layaway may be initiated with a 30% deposit - with full payment due in 90 days.  

If the layaway is not paid in full within 90 days, the deposit will be forfeited unless prior arrangements have been made. The merchandise will remain the property of SOHO GEM until full payment is received. A layaway is considered a purchase when the deposit is made. There are no refunds for merchandise on layaway. 

Financing: We offer financing through the Wells Fargo Jewelry Advantage Program. You must be present at the store to fill out an application for the 0% interest free credit card. 

Payment:We accept all Major Credit cards, cashier or bank checks, and personal checks.  Direct invoicing for Credit card payment is sent via SQUARE. Credit cards will be charged at time of purchase.  Refunds usually appear on your credit card statement within one or two billing cycles. 

Security: Your online credit card transactions are secure with SOHO GEM and SOHO GEM online.  We use Secure Socket Layering (SSL) and GeoTrust (the industry standard encryption technology) to ensure safe Internet transmission of your personal information.

Privacy policy: Your privacy is our priority.  We do not lease, sell, or trade your personal information to any third party. When you provide us with personal identifiable information, it will only be be used to communicate with you regarding the products, promotions and services of SOHO GEM.  When you place an order with SOHO GEM, we may use your personally identifiable information to confirm your order, prevent and detect fraud or abuse, respond to your requests or inquiries, and provide you with any other information that we deem helpful or possibly of interest to you.

Jewelry Insurance: We recommend Lavalier Jewelry Insurance which is a premier insurance group. Click here to get an immediate quote on your jewelry. Soho Gem takes no responsibility for insurance claims or dealings between client and Lavalier.  

*SOHO GEM makes every effort to ensure accurate information is listed on the website. From time to time inaccurate data may be displayed due to system or human error. We reserve the right to correct any incorrect data, including pricing, as a result of the above.