Michael S.
I asked for a new bail for the charm…
I asked for a new bail for the charm which is advertised and it was disregarded. I would have paid the fee when the order was placed. I already gifted the pendant to someone who could use it. Thanks for the reply. Initially the new bail would have helped like I had requested in the the notes.
Response from Factory Direct JewelryMar 16, 2026
Hello there, Thank you for reaching out to us regarding your recent order. We truly value your feedback and are sorry to hear that the item did not meet your expectations. At Factory Direct Jewelry, we are committed to ensuring that all our customers are satisfied with both our products and our customer support. All information regarding the dimensions, size and weight of our items are stated on the website for transparency. I would like to inform you that all our bail sizes are designed to fit up to 3.5mm. Due to the current fluctuations in gold market prices, we typically charge a fee for any upgrades to the bail size. This ensures that we can continue to provide you with the highest quality materials and craftsmanship. I have also sent you a separate email detailing our exchange process. This will guide you through the necessary steps to adjust the bail size to meet your preferences. We understand that sometimes things may not go as planned, and we appreciate you bringing this to our attention. Your insights are invaluable in helping us improve our services and offerings. We hope to have the opportunity to serve you better in the future. Thank you for your understanding and support. Best regards, Factory Direct Jewelry