We always aim to please. Please choose the appropriate link.
Questions About our Products
What materials are used?
All products are made with Sterling Silver.
Will it tarnish?
It shouldn’t. However if it does tarnish then you can use a silver cloth.
Can I get it wet?
Yes, we make it to last a lifetime so you can swim, shower, and your jewelry will still look fabulous.
I’m having trouble uploading. Can I email you a picture?
At this time we can not accept emails unless you beg.
I don’t have a digital image - Can I mail you a picture?
We don’t want to risk of losing irreplaceable photos in the mail. A better solution is for you to go to copy service center such as Kinko’s and have your photos scanned. Ask for a JPEG file at a resolution of 300 dpi.
How long does it take?
Please allow two weeks.
Can I return or exchange my order?
Because these are custom pieces we do not accept returns. However if the piece is damaged then we will happily and quickly replace the item.
Can I have 2 kids in my picture?
Yes. Check out our gallery to give you ideas of what kind of photos you can use.
Can I add a new picture later?
Our products are permanent and made to be heirloom treasures so the photos are not interchangeable.
Do you gift wrap?
Each piece of jewelry is packaged in a beautiful red bow-tied box so it is ready to give to a deserving soul.
I’m addicted – is there a recovery group?
Sadly no. But sign up for our mailing list so you can receive promotional offers.
Payments / Tax / Shipping
Plastic makes the world go `round
We cheerfully accept VISA, Mastercard and American Express
You can run but you can't hide
Shipments to California residents are charged the appropriate sales tax
From here to there
All orders are shipped via UPS ground. You can specify if you want to use an overnight service.
Return Policy
So you bought it but you don't want it.
We can not provide refunds on custom pieces. If you are really unhappy with your selection we will accept an exchange with a 25% restocking fee. Please contact us at: .
Boo-boos
Kathy Lo Rocks are handcrafted with the highest quality and attention to detail. We will repair items that are damaged or not in perfect condition when received. If your piece is in need of repair within six months after normal use, please email to obtain a repair authorization number. Send your piece along with your sales receipt. Charges may apply and you will be notified at the time your jewelry is assessed and prior to beginning repair.
Ship Returns, Exchanges and Repairs to:
Kathy Lo Rocks
c/o Returns/Repairs Department
3053 Fillmore #286
San Francisco, CA 94123.
We recommend Federal Express, UPS, or United States Postal Service Priority Mail with Delivery Confirmation.
Keep it on the QT (our Privacy Policy)
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 an 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 would never be shameless enough to sell your personal information so you won't be bombarded with specious announcements about losing weight, free cable tv, and the other assortment of salty messages that somehow wind up in all of our email boxes
Contact Information
Kathy Lo Rocks
3053 Fillmore #286
San Francisco, CA 94123
415-225-4591
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