Frequently Asked Questions.
01. The order
There are a lot of jewelry stores and web sites out there. Why should I choose Ermitage Jewelers?
At Ermitage Jewelers, we stand behind every product we sell. We are a family run business and we’ve worked hard over the past three decades to build our business on quality, service and integrity. We’ve grown our business on word-of-mouth referrals and repeat business from our valued customers. Our products are all 100% authentic, and of the highest quality.
Unlike most jewelers and online shops that charge restocking fees and only allow product exchanges within the first few days following a purchase, Ermitage offers every customer a full 30-day no questions asked money back guarantee for all jewelry purchases and a full 10-days for all watch purchases . What’s more, every product we sell comes with a minimum warranty of one year, so you can enjoy the peace of mind that comes with knowing your purchase is completely risk-free.
How can you offer such low prices on high-end items?
Ermitage Jewelers is not an “Authorized Dealer” for most of the brands that we sell. Most of brands do not allow Authorized Dealers to sell pre-owned watches online therefore diminishing their used watches direct buying share.
Are We Authorized Rolex Dealer?
No, Ermitage Jewelers is not an authorized Rolex dealer nor is it affiliated with Rolex SA or any of its subsidiaries. We specialize in reselling Pre Owned Rolex. All of our pre owned Rolex wristwatches are professionally inspected. We do not sell replicas or non authentic merchandise. At request of a customer it is a standard practice to customize Rolex watches and we normally offer genuine Rolex parts, including dials, bezels, bands and cases. If a pre owned Rolex watch has custom accessories we always disclose this information in our watch description page. Authenticity of pre owned Rolex timepiece and its serial number could be checked with any reputable watch dealer and we stand 100% behind our merchandize.
Do you have a retail store or are you just an Internet company?
We have a store located in Atlanta, Georgia. We have been in the watch and jewelry business for over 30 years and we grew our business through our store before expanding online.
What is an “Authorized Dealer” or “Official Dealer”?
An Authorized or Official Dealer is simply a dealer who has agreed to work with a limited number of manufacturers in exchange for steeply discounted pricing on merchandise. However, the manufacturers place strict guidelines on merchandise pricing, which restricts the dealers from discounting merchandise. As such, these dealers operate at very high margins and do not pass savings on to their customers.
Are We Authorized Dealer for Richemont North America?
No, Ermitage Jewelers is not an authorized Richemont North America dealer nor are we affiliated with it or any of its subsidiaries. We are not authorized dealer of any Richemont North America brands including Cartier, IWC, Jaeger-LeCoultre, Panerai, Piaget, Purdey, Baume & Mercier, Jaeger, Dunhill, Van Cleef & Arpels, Montblanc, Shanghai Tang, Roger Dubuis, Vacheron Constantin and Ralph Lauren.
How do you get your merchandise?
We purchase all of our products from other jewelry stores, authorized dealers, respected industry wholesalers and industry trade shows that feature only the highest quality merchandise. In addition, we purchase quality pre-owned merchandise from private parties. For more information, visit our Sell/Trade page.
03. The order
How do I know you are a reputable dealer?
Ermitage Jewelers is currently a member of The International Watch and Jewelry Guild, Jewelers of America, American Watchmakers & Clockmakers Institute, and many other respected organizations. We have 5-star ratings from our clients and customers. References for our company are available at The Jewelers Board of Trade and at Bank Of America.
Do the watches you sell come with their serial numbers?
Absolutely. Every watch we sell has its original serial number. We do not accept watches without serial numbers, and we do not remove serial numbers for any reason. In fact, we discourage this practice because we are a reputable high-end watch dealer. We sell only the finest products in like-new condition.
Do you charge sales tax?
We do not charge sales tax on orders shipped outside Georgia.
How long does it take to ship?
We ship everything Insured via USPS Overnight Express Mail or FedEx.
Do your products come with a warranty?
Yes, all watches and jewelry come with a warranty from Ermitage Jewelers.
What is your return policy?
We want you to be 100% satisfied with your watch purchase. Both our in-store and online customers receive a 30-Day Inspection Period for all jewelry and a 10-day inspection period for all watches, along with our Authenticity Guarantee (for more information, please see “how do I know my watch is authentic” above, or visit our Guarantee page). During this period if you feel your purchase is not the quality you expected, please notify us and we will issue to you a Full Refund or Replacement at your discretion, with no questions asked and no restocking fees. Beyond this period we will try to honor requests for exchanges and/or upgrades as long as they are reasonable. Please note that exchanges must be approved by our sales manager. This return policy does not apply to Special or Custom Orders or Additional Link Orders.
Do you sell accessories for Used Rolex watches?
We are proud to offer a superb line of custom accessories for your Rolex timepiece. Our Custom made gold and diamond bands, bezels and diamond dials feature high quality diamonds and meticulous craftsmanship. We do not cut corners when it comes to quality.
What is meant by the term “custom diamond dial or bezel”?
Ermitage Jewelers offers its own range of custom-made dials and bezels, complete with genuine diamonds and precious stones at sales prices that are significantly lower than those charged by the major watch companies. These dials and bezels are each hand set and hand-finished by our master craftsmen. In some cases, adding a custom dial or bezel may void the manufacturer’s warranty. As an optional service, you may choose to purchase an accompanying original plain factory dial or bezel, if you wish to maintain the manufacturer’s service options. We offer these to our customers for deeply discounted prices as a convenience.
04. Returns, exchanges and complaints
How do I know my watch is authentic?
Every watch we sell at Ermitage Jewelers is guaranteed to be authentic, genuine name-brand, unless otherwise specified. Some of our watches have been upgraded with customized bezels, gems and other adornments that increase the value of the watch. In every such case, we will let you know if the watch has been modified. Our expert Swiss watchmaker conducts a rigorous review of each watch to ensure its authenticity before we list it for sale. If you are told by any jeweler or watchmaker your watch does not contain genuine manufacturer parts, please fax us proof of this on the industry professional’s letterhead and we will immediately issue you a replacement or refund, 100% Guaranteed.
If I purchase a watch from Ermitage, will it come with a box and documentation?
Yes. Most of our watches include the original manufacturer’s box and all documentation. If the original box is not available, we will provide you with a quality replacement box. As we are not an authorized dealer for many brands, the manufacturer’s warranty may not be included. Instead, you will receive a full warranty directly from Ermitage.
Do I get the manufacturer’s warranty?
Because Ermitage Jewelers is not an authorized dealer for any watches and jewelry that we sell, any manufacturer warranty will be voided. Ermitage Jewelers will provide in-store warranty on all sold items which is not affiliated or endorsed by any trademark owners.
What are your business hours?
We are open from 11 AM until 5 PM EST, Monday-Friday. We are closed Saturday-Sunday.
Do you take trade-ins?
Yes, in many cases, we will accept trade-ins of certain high-end Swiss watches. Please contact us to see if your watch is eligible for trade-in by calling 404-812-3435.
Do you offer layaway terms?
No. We do not provide layaway.
Do you offer repair or customization services?
Yes. All of our watch repairs and watch customizations are done in-house by trained Master watchmakers with more than 25 years experience. Peter, an expert jewelry craftsman, handles all of our jewelry customization and repair services. For more information or to schedule a repair or design consultation, please call 404-812-3435.