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Keep them close to your heart.
Call 415-868-5170 to place your order by phone
Have a deadline? Call us - we can help :-)
Keep them close to your heart.
Call 415-868-5170 to place your order by phone
Have a deadline? Call us - we can help :-)
Customer Service and Frequently Asked Questions
We aim to please! Contact us for questions not addressed below.
What materials are used?
We work with a variety of materials, Sterling Silver, Pewter, Gold and Gold Plate/Vermeil. Gold that is plated (or covered) over Sterling Silver is often referred to as Vermeil. The metal finish choices will be noted with each product.
Does Sterling Silver tarnish?
All sterling silver will tarnish over time. Keeping your jewelry in plastic bags will also help slow/prevent tarnishing as well as using a polishing cloth from time to time.
Can I get it wet?
o o o o kathy lo rocks photo jewelry is completely waterproof so you can swim, shower, and your photos will not be ruined.
Watch our video where we demonstrate that our custom photo jewelry is waterproof.
How do I care for my jewelry?
We recommend occasionally cleaning your jewelry with a mild cleaner and/or using a jewelry polishing cloth. Storing Sterling Silver in a sealed plastic bag will also significantly reduce the tarnishing process. Sign up for our mailing list to receive your own jewelry care guide.
What kind of photos can I use?
Photos can be JPEG, GIF, or PNG files. For best results use a high resolution (a minimum of 1024 x 768 pixels is recommended) image.
Ideal File size is less than 20MB (megabytes) and the image size should be less than 2000 pixels in height and width.
Our photo department has a number of tricks up their sleeve and will try to tweak your photo to make it look its best. If your photo is grainy or very low resolution we will email you to request an alternate.
Can I use a Facebook photo (it's a surprise and I don't want to ask for it)?
Yes - we can work with a photo that is on yours or someonelse's Facebook page. In the comments section just let us know where the photo/Facebook page is located.
Can I change my color 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, please note in the email if you want your photo black & white or sepia-toned.
Can you crop my photo for me?
Yes. After you place your order please email your photo(s) to: photos@kathylo.com. Please include the name your order is placed under in the subject line.
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. please note these at check-out. We are happy to make minor adjustments, however more complicated changes may require a design fee.
Our photo department will also let you know if they don't think your photo is suitable.
How do I re-size my picture?
If your photo is too large to upload don't worry, without the proper software, it is not easy. After placing your order, please email images to: photos@kathylo.com (please include your name & order # in the subject line). Also let us know of any cropping instructions.
Can I have multiple kids in my picture?
Yes, many of our customers use photos with mulitple individuals and are very happy with the results. If you have more than 3 in a picture we recommend the medium size or larger.
It is the layout of the photo that will ultimately determine how many people you can fit in a jewelry frame. If your photo is a rectangle and the individuals are spread out horizontally across the photo this will be harder to fit in a square jewelry frame than a square photo where the individuals take up most of the photo.
When you upload your photo you will be able to see if your photo works well in the shape you have selected.
Visit our Gallery to see what type of photos previous customers have used.
Can I add a new picture later?
Because our products are designed to be heirloom treasures we make the photos waterproof and thus they are not easily interchangeable (by mere mortals).
We do offer a Photo Replacement Service so that you can send back your charms/pendants and we will replace the photo(s) for you.
See our selection of lockets designed for interchanging photos.
For our "Add-a-Charm" photo bracelets and necklaces 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.
I'm having trouble uploading my photos. Can I email you a picture?
Yes. Please email your pictures to: photos@kathylo.com after placing your order. Please include the name you placed your order under in the subject line.
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.
Can I mail you photo? I don’t have a digital copy.
You can mail us pictures, but we can not be responsible for lost photos. Place your order first and indicate you will be mailing your photos in the comments box at checkout.
Send your photos to the address the below. Please indicate the name on your order & the order # with your photos:
o o o o kathy lo rocks
3053 Fillmore St. #286
San Francisco, CA 94123
How long does it take?
Please allow 5 business days for production.
If you have a deadline please let us know in the comments section when you checkout so we can accommodate.
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 within 24 hours of placement to cancel your order.
Payments
We cheerfully accept VISA, MasterCard, American Express, Discover and PayPal.
Shipments to California residents are charged the appropriate sales tax.
Do you gift wrap?
Each piece of jewelry is packaged in a red gift box so it is ready to give to a deserving soul.
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 hand write it on an adorable gift card. We will not include a sales receipt with your shipment.
SHIPPING
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.
Shipping Methods
o o o o kathy lo rocks ships from San Francisco, CA to United States and International destinations.
Our primary method of shipping is the US Postal Service which is generally very fast and reliable, deliver on Saturdays at no additional charge and can place items inside mailboxes. However it does have its drawbacks - the tracking service for Priority Mail is questionable and if a package is lost/delayed - customer service at USPS is like well ahem, well it’s the post office.
Good news is that the post office rarely lets us down. That said if you absolutely need your shipment then opt for Fed Ex - the tracking information is accurate, timely and their customer service is absolutely outstanding. Fed Ex guarantees delivery except in instances of weather delays.
Shipping within the United States:
Standard (USPS Priority Mail) - $9.95 (usually takes 2-3 days)
2nd Day Air (Fed Ex) - depends on your destination
Overnight (Fed Ex) - depends on your destination
If you need guaranteed delivery please choose Fed Ex.
We do ship to International destinations, the actual amount depends on your shipping destination.
Due to the custom nature of our personalized products we can not offer refunds. Items that are not personalized with photos, hand-stampings and/or engravings are eligible for refund. To receive a refund for non-personalized items as described above please contact us within 30 days of shipment.
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 exchanged.
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 are not responsible for items.
PRIVACY
We collect only the information required to process and ship your order. You receive it, 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 our email boxes.
I'm addicted - is there a recovery group?
Sadly, no. Sign up for our mailing list so you can receive promotional offers.
Have more questions?
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
Love our stuff and think your customers will also?
If you want to resell the custom keepsakes jewelry please apply here
o o o o kathy lo rocks also offers an extensive line of wholesale jewelry and exhibits at the major trade shows. You can view our wholesale site here.
o o o o kathy lo rocks
3053 Fillmore #286
San Francisco, CA 94123
photos@kathylo.com
(415) 868-5170 (phone)
415-276-5766 (fax)
