FAQ:

What materials are used?
All products are made with Sterling Silver or 14K Gold Vermeil which is sterling silver with a Gold coating.

Will it tarnish?
All silver tarnishes over time, but included in each order is a polishing cloth to keep your jewelry shiny and new.

Can I get it wet?
Yes, the photo jewelry is completely waterproof so you can swim, shower, and your jewelry will still look fabulous.

How do I care for my jewelry?
We recommend occasionally cleaning your jewelry using a cleaner or the polishing cloth included with your order.

Can I have multiple kids in my picture?
Yes just make sure that your photo can easily be cropped to fit the shape of your jewelry. To customize your piece we first ask that you crop your photo into a square. Keep in mind that some photos work better than others. See example below. A photo with multiple children will work if all the faces can fit into a square frame.

Check out our gallery to give you more ideas of what kind of photos you can use.

Can I add a new picture later?
Most of our products are permanent and made to be heirloom treasures so the photos are not interchangeable. We do offer a few lockets that allow for interchanging photos. With our "Add-a-Charm" photo bracelet and necklace you can order additional Photo Charms later and add them as you accumulate memories. When purchasing extra charms just note if they are for an existing bracelet or necklace, and we will send your charm with a split jump ring so it is easy to attach.

What kind of photos should I use?
Photos can be JPEG, GIF, PNG or Bitmap formats. For best results make sure to use a high resolution (a minimum of 1024 x 768 pixels is recommended). File size needs to be less than 10MB (megabytes), and image size should be less than 2000 pixels in height and width. Though our photo department has a number of tricks up our sleeve to tweak your photo to make it look its best we cannot create pixels from nothing. If your photo is grainy or very low resolution we will email you to request an alternate.

Can you change my photo to black & white or sepia?
You can change the color in the pop-up box that appears when you upload your photo. If you are emailing your photo indicate, in the email, that you want your photo black & white or sepia-toned. Another easy option is to purchase our "heirloom necklace" (under the "Gifts for mom" category), and we will know to change your photo to black and white.

Can you crop my photo for me?
Yes. After you place your order please email your photo(s) to: . Please include the name your order is placed under and the order #.

I'm not sure my photo will look good?
Talented artists prepare your photos and they will make any minor adjustments needed to make sure your photo looks fantastic. If there any specific modifications you desire, such as lighten or darken, remove red-eye or a date from the corner of the photo, etc. note them at check-out. Our photo department will let you know if they don't think the photo will work because of the image size, type, colors etc.

How do I resize my picture?
If your photo is too large to upload don't worry, without the proper software, it is not easy - send us the picture to: (please include your name/order # with your email). Also let us know any specific cropping instructions, ie crop into faces.

I'm having trouble uploading. Can I email you a picture?
Yes. Please email your pictures to:

I uploaded my photo and it looks squished in the preview - will it turn out this way?
Your photo will not be squished when you receive your jewelry.
If you skipped the cropping step in the pop-up when uploading your photo this may be why your photo looks squished. Our jewelry customization pages can only accommodate square images no matter the shape of your jewelry, and this is why we immediately ask you to crop your image into a square after uploading. If you do not crop, the rectangular image will be forced into the square shape.

How long does it take?
Please allow one week. If you have a deadline please let us know in the comments section when you checkout so we can accommodate.
For major holidays our turnaround is much faster please click here to see our current holiday shipping schedule.

Rush Orders
If you need your item in a hurry or by a certain deadline please indicate in the comments area when you check out. Also select 2nd day or overnight shipping service for guaranteed delivery.

Can I cancel an order?
Yes - please contact us as soon as possible and we will cancel your order. We understand that these things happen.

Payments
We cheerfully accept VISA, MasterCard, American Express, and Discover.
Shipments to California residents are charged the appropriate sales tax.

Do you gift wrap?
Each piece of jewelry is packaged in a beautiful red box with a silver bow so it is ready to give to a deserving soul. A polishing cloth is included with each item ordered.

This is a gift can I include a gift message (and exclude the sales receipt)?
Yes. At checkout indicate the gift message, and we will transfer it, handwritten, to an adorable gift card. We will not include a sales receipt with your shipment.

Can you ship to multiple destinations?
Yes - however you will need to indicate the addresses (and the appropriate item) in the comments section when you check out since our shopping cart only accommodates one shipping destination. We will contact you with the appropriate shipping charges.

kathy lo rocks ships to the United States, Canada, Europe and Asia

Shipping fees within the United States:

Standard (USPS Priority Mail) - $8.75 (usually takes 2-3 days)
2nd Day Air (Fed Ex) - $19.75
Overnight (Fed Ex) - $29.75
If you need guaranteed delivery please choose Fed Ex.

Shipping to Canada
US Postal Service - $13.00
2nd Day (Fed Ex) - $38.00

Shipping to Europe & Japan:
US Postal Service - $13.00
2nd Day (Fed Ex) - $38.00

We think you will be thrilled with your purchase and never want to take it off. In the event you are not completely ecstatic you can request a refund for any reason up to 30 days after your order was shipped.
We aim for the highest customer satisfaction. If on receipt, your item is damaged or not in perfect condition we will remake it.

Please contact: photos@kathylo.com for authorization if you need to return for an item to be remade or refunded.
Ship Returns, Exchanges and Repairs to:

kathy lo rocks
3053 Fillmore St. #286
San Francisco, CA 94123

We recommend Federal Express, UPS, or United States Postal Service Priority Mail with Delivery Confirmation.

We collect only the information required to process and ship your order. You receive it and show it off to all your friends and family; and you're ecstatic. After that you are merely a small line item in our financial and shipping records, but not in our hearts. We will let you know when we are introducing new products, hosting promotions and appearing at shows in your area. And of course you can opt not to receive such announcements. Don't be offended, but we don't do much else with your personal information. Frankly, we're too busy making jewelry, and if we had more time we'd be riding our bikes, not mining computer data. We are not shameless enough to sell your personal information; so you won't be bombarded with specious announcements about losing weight, free cable TV, nor other salty messages that somehow wind up in all of our email boxes.

I'm addicted - is there a recovery group?
Sadly, no. But sign up for our mailing list so you can receive promotional offers.

Don't see an answer to your question?
Email us at:photos@kathylo.com
Call - (415) 868-5170
We are here to help! No question is a dumb question Or try our live chat at top of the page

kathy lo rocks offers an extensive line of wholesale jewelry and exhibits at the major trade shows. You can view our wholesale site here. Please note you will first need to apply for an account for access.

You can also contact us to receive a wholesale catalog.

kathy lo rocks
3053 Fillmore #286
San Francisco, CA 94123

photos@kathylo.com
(415) 868-5170(phone)
415-276-5766 (fax)

You can mail us pictures, but we cannot be responsible for lost photos. Place your order first and indicate you will be mailing your photos.

Send your photos to the address the below, indicating the name on your order & the order #:

kathy lo rocks
3053 Fillmore St. #286
San Francisco, CA 94123