Q: Is your jewelry in your sterling line solid sterling silver?
A: Yes! All of our pieces, with the exception of the keychains & the holiday ornaments, are made from solid sterling silver. Our keychains & ornaments are made of fine German silver, which tarnishes at a slower rate and is harder than silver so it holds up to the abuse of being thrown around with keys or falling off a Christmas tree. All the items in our Fashion by Kotori line are made from other materials.

Q: How are your images printed?
A: We have our photographs printed at a professional imaging lab on metallic Kodak Professional Endura paper.

Q: Can the image get wet once it's set in the jewelry?
A: Yes! We coat the photograph in an industrial strength, waterproof coating, so it's safe to wear the jewelry in the shower or pretty much anywhere. The coating has a shore hardiness of 80 (a hard hat is 75), so it's very durable.

Q: Is that resin you use?
A: Oh boy, we love this question! Trust us on this... this is not resin like you get at Hobby Lobby or your local craft store! It is not a UV resin or a jewelry resin... all of which will yellow after a couple of years. Our coating is an industrial material which has been rigorously tested - we had a lab test our coating in an environmental chamber and the study showed it WILL NOT YELLOW even after 20 years worth of exposure. Click here for the video proof.

Q: Will you adjust my images in any way?
A: We assume that when photos are sent by you, they are exactly the way you’d like them colored and edited. After resizing the images, we do run the unsharpen mask action (Amount: 80% Radius: 2.4 Threshold:10) in order make the sure your images remain crisp. If you prefer we not run the unsharpen mask, just mention it in the special instructions area. 

Q: What is the best file format, resolution and size?
A: We recommend .jpeg files with a resolution of 300 dpi. Please do not send us images of your image embedded in the editable files, just your original image cropped as you'd like it.

Q: Will you crop my images?
A: We prefer that you crop the images when possible to ensure you are happy with the artistic look of the image. Square & circular charms should be cropped 3x3 inches and rectangular charms should be cropped 5x7. Please be sure to leaves some 'bleed space' around the edges as we'll need to cut into the image in order to set it into the jewelry.

Q: Am I allowed to set my own pricing?
A: Absolutely! The customer brochures you receive include no pricing so you may include your own charges for copyright and time spent on photo editing. Don't forget to include shipping charges.

Q: How much should I mark up the jewelry?
A: This is a great question, and one that requires a longer answer than we can give here. Click here to find out more about how much your should charge for photo jewelry. We've also created a mark up guide cheat sheet for you to use to figure out pricing - you can find it on the editable files page once you've purchased a studio package.

Q: Why do I have to log in to view pricing on-line?
A: Many studios link to our site from their own homepage to allow their clients to view our products and “shop” our catalog on-line without having to worry about ‘retail’ prices.

Q: Is there a minimum order?
A: No, there are no minimum orders or sales quotas to meet once you’ve ordered your studio package. 

Q: What is your turnaround time?
A: We will have your jewelry shipped out within 10 - 15 business days. Due to the type of coating we use, we have to allow cure times. If you have an order that needs to be expedited, there is an extra $25 charge per piece.

Q: How is the jewelry packaged?
A: The jewelry will arrive to your studio in a gift box. Inside the box, the jewelry is safely packaged inside an anti-tarnish pouch. Care instructions are included. All you need to do is hand the box to the customer -  no bows necessary.

Q: Do I have to buy a studio package?
A: Yes, in order to be able to sell our jewelry to your clients, you will need to purchase one of our studio packages. We currently have 4 options at varying price points. Click here to find more information on what is included and the prices.

Q: Can I buy more than one studio package?
A: We ask that you only purchase one. The samples in the studio package are very deeply discounted, so we only offer them at that price one time. We do have sample sales at least twice a year - once in the spring & once in the fall.

Q: Why doesn't the link to 'access the editable files' work?
A: Access to our editable files is limited to members of our Peeps Program. Once you have purchased one of our studio packages, you'll have full access to our editable files & editable marketing campaigns.

Q: What is your return policy?
A: All our pieces are guaranteed against defects in the materials & workmanship for 60 days from order date. If you are not satisfied with your purchase, you can return it at any time within the 60 days and we will remake it with the same image (same product) at no cost. Hand stamped charms cannot be returned unless there is a spelling error on our part. Because each piece is custom made, we do not offer refunds. 

Q: Do you accept international customers?
A: Yes, please make sure, however, that you are familiar with our international policies before purchasing any of our pieces.

Q: What do you charge for shipping?
A: Domestic orders ship for the a flat rate of $6 no matter how many pieces you purchase.

Q: Do you ship internationally?
A: Yes, we ship internationally via first class US mail. Shipping to Canada is a flat shipping rate of $6. All other countries pay a flat rate of $12.

Q: Is it really okay to wear my jewelry in the pool or at the beach?
A: Yes, all jewelry is finished in a waterproof, UV resistant clear coating, however, like all jewelry, the chemicals in the pool and the salt in the water may affect the appearance over time. Most of our customers wear the jewelry everyday without worrying about removing.

Q: Can chains be switched?
A: Yes, everything is customizable including the chains. Need something customized but don't see that option, just contact us!

Q: Do you consider yourself to be a green company?
A: Absolutely! We do everything we can to reduce, reuse & recycle! Check out what makes us green here!

Q: Can you stamp the back of your hand stamped charms?
A: No, each letter is individually hand stamped onto the charm so each one leaves a slightly raised mark on the back. For that reason you cannot stamp both sides without marring the lettering.

Q: How many letters will fit on a hand stamped charm?
A: Due to size restrictions, up to 7 letters.

Q: How do I care for the jewelry.
A: Each piece comes with a care card in an anti-tarnish pouch. We recommend using a polishing cloth or place the jewelry inside the pouch and rub it gently. If a haze, due to the use of hairspray or creams, appears over the image, we recommend using a gentle jewelry cleaner or soak it in a phosphate free dishwashing detergent.

Q: How do I know what size chain or bracelet my client should order?
A: The easiest way is to use a piece of string and then measure it. Or when ordering samples request a certain size so you'll have that as a reference.

Q: How do I figure out ring size?
A: You should have received a ring sizer with your studio welcome kit. Full instructions are included with the packaging.