After-Sales Services

Complimentary Resizing Services

The majority of our ring designs are eligible for a one-time complimentary resizing service if you contact us within 30 calendar days from the date of delivery. This includes insured shipping to and from Japan at no additional charge. To make use of our complimentary resizing services, you will need to provide the Certificate of Authenticity that originally came with your ring.

NIWAKA will arrange shipping with FedEx on your behalf, so you will need to send your package with FedEx. Please note that NIWAKA is not responsible for any loss or damage that may occur during shipping.

Please be aware that if you are shipping items with a total price of $2,500 or more in a single shipment, you may need to file Electronic Export Information (EEI), which may incur additional costs. In this case, please message us using the "Contact Us" page before shipping your jewelry. If you would like to know more about EEI, see the FedEx website.

Important Points Regarding Resizing

Some rings cannot be resized due to the characteristics of the design, but can be exchanged for a new ring of the desired size. Requests for a second or further resizing or requests made after 30 calendar days from the date of delivery will incur a resizing fee.

Please note that some ring designs are not eligible for the complimentary resizing or exchange service and will require a resizing fee. To confirm which designs are eligible for our complimentary resizing services, please view the corresponding design page or message us using the Contact Us page.

Resizing Categories and Scope

Each ring design page specifies one of the following four categories for resizing:

Resizing: +/- [Range]
The ring is eligible for a one-time complimentary resizing if you contact us within 30 calendar days from the date of delivery. Please note that the ring can only be resized within the stated range, and the desired new size must be within the limits shown under "Available Sizes (Japanese)" on the ring design page.

Resizing: Ring Exchange (Complimentary)
The ring is eligible to be exchanged for a new ring of the desired size one time at no additional charge if you contact us within 30 calendar days from the date of delivery.

Resizing: Ring Exchange (Paid)
The ring can be exchanged for a new ring of the desired size for a fee.

Resizing: Unavailable
The ring cannot be resized or exchanged.

Complimentary Resizing Process

1. Send your request using the Contact Us page. Please include your name, email address, item information (design, design number, serial number), order date and order number if possible.
2. A customer service representative will ask you to take several photos or videos of the ring at specific angles, as well as a photo of the Certificate of Authenticity that came with the ring. After checking the photos and videos, we will let you know whether it is possible to resize your ring.
3. If resizing is possible, we will send you an email asking for your shipping information (your name, shipping address, and telephone number) and the desired date for shipping your ring to NIWAKA. This information is required for creating mandatory shipping documents and applying for transport insurance for your jewelry.
4. As we prepare your shipping documents, we will provide you with a tracking number for your package. When all the documents are ready, we will email you files with the FedEx shipping label and commercial invoice to print out.
5. Securely package your ring for shipping using the packing method shown in the video here. If you do not use this packing method and damage occurs during shipping, the insurance we provide may not cover any losses incurred. Note that the size of your finished package may not exceed 8 x 8 x 8 inches (length, width and height), and its weight may not exceed 3 lbs. Please make sure to include the Certificate of Authenticity for the jewelry in the package.
   How to Safely Package Your Jewelry
6. After your ring has been securely packaged, ship it to us using the FedEx shipping label and commercial invoice we have provided and inform your customer service representative that the package has been sent. Please remember that NIWAKA is not responsible for any loss or damage that may occur during shipping.
7. We will begin the resizing shortly after your ring arrives and will ship it back to you once the process has been completed. Please note that we only return the jewelry, the pouch and the Certificate of Authenticity.

*Regardless of whether the service is complimentary or paid, rings sent for resizing or exchange will be shipped back to you approximately 7 to 9 weeks after we receive them. However, the time required to perform the requested service may be longer depending on the design and condition of the ring, or due to national holidays. Please note that the aforementioned resizing period of 7 to 9 weeks does not include the initial inquiry period or the shipping period to Japan.

If you are unsure about which ring size you require, Ring Sizing Kits are available for purchase to measure your Japanese ring size.

For more information, please feel free to message us using the Contact Us page.

Repair & Maintenance Services (Paid)

We are happy to provide ongoing support services, even if 30 calendar days have passed since the date of delivery of your jewelry. Depending on the design, we offer various paid repair and maintenance services such as polishing, engraving, engraving erasure and re-engraving. To make use of our repair and maintenance services, you will need to provide the Certificate of Authenticity that originally came with your jewelry. Please note that it may not be possible to fulfill some requests due to the design or condition of the jewelry, so please consult with us using the Contact Us page before sending your item.

In the case of paid repair and maintenance services, complimentary insured shipping to Japan is not included. In addition to the respective service fee, you will be charged any applicable shipping fees, customs duties, insurance fees, and other transportation-related costs. NIWAKA will arrange shipping with FedEx on your behalf, so you will need to send your package with FedEx.

Please be aware that if you are shipping items with a total price of $2,500 or more in a single shipment, you may need to file Electronic Export Information (EEI), which may incur additional costs. In this case, please message us using the Contact Us page before shipping your jewelry. If you would like to know more about EEI, see the FedEx website.

All paid repair and maintenance services include insured return shipping to the US via FedEx at no additional charge.

Please note that NIWAKA is not responsible for any loss or damage that may occur during shipping.

Important Points Regarding Resizing

In the case of paid resizing, one of the two approaches is used depending on the design: either resizing the ring, or exchanging the ring for a new one of the desired size. Note that some ring designs are not eligible for resizing. For details, please refer to the respective ring design page or message us via the Contact Us page.

Please be aware that eligible designs can only be resized within the limits shown under "Available Sizes (Japanese)" on the ring design page. In addition, the resizing range is determined based on the size chosen at the time of purchase, and any subsequent resizing cannot exceed this range. For example, if your ring design has a resizing range of ±3, after an initial resizing by +2, you could only request another resizing by +1 (+3 in total).

Repair & Maintenance Process

1. Send your request using the Contact Us page. Please include your name, email address, item information (design, design number, serial number), order date and order number if possible.
2. A customer service representative will ask you to take several photos or videos of your jewelry at specific angles, as well as a photo of the Certificate of Authenticity that came with the jewelry. When you email the photos and videos, please also provide your name, shipping address, and telephone number. After checking the photos and videos, we will let you know whether the desired services can be performed.
3. If the requested services are possible, we will send you an invoice with your order details and payment information. Please be aware that in the case of paid services, you will be charged any applicable shipping fees, customs duties, insurance fees, and other costs related to shipping your jewelry to Japan.
4. After you pay for your order, we will contact you to confirm your desired date for shipping your jewelry to NIWAKA. This date and your shipping information are required for creating mandatory shipping documents and applying for transport insurance for your jewelry.
5. As we prepare your shipping documents, we will provide you with a tracking number for your package. When all the documents are ready, we will email you files with the FedEx shipping label and commercial invoice to print out.
6. Securely package your ring for shipping using the packing method shown in the video here. If you do not use this packing method and damage occurs during shipping, the insurance we provide may not cover any losses incurred. Please make sure to include the Certificate of Authenticity for the jewelry in the package. The size of your finished package must not exceed 8 x 8 x 8 inches (length, width and height), and its weight must not exceed 3 lbs. If these limits are not met and the actual cost of shipping to Japan is higher than the amount billed in advance, the additional costs will be charged to you.
   How to Safely Package Your Jewelry
7. After your ring has been securely packaged, ship it to us using the FedEx shipping label and commercial invoice we have provided and inform your customer service representative that the package has been sent. Please remember that NIWAKA is not responsible for any loss or damage that may occur during shipping.
8. We will begin working on your jewelry shortly after it arrives and will ship it back to you once the process has been completed. Please note that we only return the jewelry, the pouch and the Certificate of Authenticity.

*It takes several weeks for repair and maintenance services to be completed after we receive your jewelry, as our specialized craftsmen handle each piece of jewelry individually. We will inform you about the delivery schedule after we receive your inquiry. Please note that some requests may take longer depending on the design and condition of the jewelry.