FAQ

Can I change my address after I place my order?

If your order hasn’t shipped, we can update the shipping address. Please email us at customercare@porterlyons.com with the updated address as soon as possible.

We are unable to change a billing address once an order has been placed.

Does Porter Lyons offer buy now, pay later or financing options?

We offer Klarna, allowing you to receive your jewelry now and pay over time. Simply select your preferred plan at checkout.

I live in New Orleans, can I come pick up my online order from your store?

Yes, please select the pick-up option at checkout or if you would like to change your order from delivery to pick-up please contact us at customercare@porterlyons.com.

Does Porter Lyons offer gift wrapping?

Yes, all Porter Lyons first time orders are gift wrapped. If you are not ordering for the first time, we offer the gift wrap option which is located on your cart screen. Simply check the gift wrap option box and add in a note if you wish. 

What should I do if my order arrives damaged?

If your order arrives broken or damaged, please contact us at customercare@porterlyons.com with a photo of the issue and we will gladly assist with a complimentary replacement. Please note any issues with items received that are broken or damaged must be claimed within 20 days of the ship date. After 20 days, we are unable to accommodate such requests.

Policy on Unclaimed Pickup Orders

Any inventory from pickup orders that remains unclaimed for more than 3 months after two documented attempts to contact you, items will be returned to stock.

Should you contact us after this time, we are happy to fulfill your order. However, please note that the items may need to be made to order and will be subject to additional production time.

Returns & Exchanges Policy

We want you to be completely satisfied with your purchase from Porter Lyons. Please review the following guidelines for returns and exchanges.

Online Purchases (porterlyons.com)

Online purchases are eligible for exchange or store credit only within 20 days of the order ship date.

To Initiate a Return/Exchange:

• Please visit our Return/Exchange Portal to facilitate your request and receive a free shipping label.

• Items must be returned in new, unworn condition, and include all original packaging.

*Porter Lyons reserves the right to determine if an item meets the terms and conditions for a return.

Important Notes:

• Store credit will be issued as an e-gift card. We do not offer refunds to original payment method

• Original shipping, insurance, and package protection charges are non-refundable.

• All orders are eligible for one exchange. Any subsequent exchange requests for the same order are subject to Porter Lyons discretion.

• We do not accept exchanges/returns for items purchased from any vendor other than our own brick and mortar locations or porterlyons.com.

Are international orders eligible for returns or exchanges?

Unfortunately, international orders are final sale and cannot be returned, exchanged, or resized.

What items are final sale and not eligible for return or exchange?

The following items are Final Sale and are not eligible for returns or exchanges:

• Items marked as "Final Sale." (Noted on the product page below the price)

• Items discounted at 35% off or more during a sale period.

• Special orders, customized items, and engraved jewelry.

• Gift Cards

• International orders

• Jewelry Care Products

• Custom items

Sale Promotion Policy

Can I use my discount code during a sale?

Yes, email signup discounts and Loyalty Lion discounts can be used during sale periods.

• However, discount codes cannot be combined. Only one discount code may be applied to each order.

Can I apply a sale price to a past or future order?

Sale prices are valid only during the specified sale periods noted on our website. Orders placed before or after the specified sale period cannot be honored at the sale price.

Are items that are on sale eligible for return?

During sale periods, items marked final sale and items marked 35% off or more are not eligible for return or exchange.

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Shipping 

We strive to get your Porter Lyons order to you as quickly and securely as possible.

Complimentary Shipping

• Domestic (US): Free UPS Ground shipping on all orders over $500 (excluding tax and protection fees).

• International: Free shipping on all international orders over $1,500 (excluding taxes, duties, and protection fees).

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Shipping Rates & Delivery Timeframes

 

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How can I track my order?

You can track your order by logging into your Porter Lyons account or by checking your shipping confirmation email. Please note it may take up to 1-2 business days for tracking information to appear.

My package hasn't arrived. What should I do?

If you cannot locate your package, please contact us at customercare@porterlyons.com with your order number. We’ll do our best to help you locate the package or provide a solution. 

Please note, we are not responsible for lost or stolen orders once the carrier marks them as “Delivered.” Be sure to check with neighbors or your building's front desk, as they may have received your package.

Important Processing Notes:

• Processing Time: Please allow 1–2 days for your order to be processed before shipping. During sale periods, expect potential delays in processing time.

• Made-to-Order Items: If your item is made-to-order, please allow 4–6 weeks for creation; the expedited shipping time applies only to the delivery time after the item is complete.

• Business Days: Business days are Monday through Friday, excluding weekends and holidays. (e.g., Next Day Air shipped on Friday arrives on Monday).

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Package Protection & Liability

ShipInsure Package Protection

We have partnered with ShipInsure Package Protection and highly suggest adding this shipping insurance option at checkout. ShipInsure offers replacement coverage for lost, damaged, or stolen items during transit quickly.

If Protection is Declined

If you decline ShipInsure Package Protection, your order will automatically require Signature Confirmation upon delivery if the value of goods is over $500. Porter Lyons is absolved of all responsibility for any lost, damaged, or stolen items once the package has been shipped.

Other Shipping Factors

We are not responsible for delivery delays caused by customs, severe weather, natural occurrences, or transportation strikes/delays. Shipments to non-contiguous US addresses (APO/FPO, Guam, Hawaii) may also require longer delivery times.

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PO Boxes and International Shipping

PO Boxes

USPS is the only carrier that delivers to PO Box addresses. The receiver is responsible for any shipping charges incurred due to bounced or undeliverable packages.

International Shipping

• Taxes and Duties: All international orders are subject to the destination country's taxes, tariffs, and duties. These charges are not included in your Porter Lyons payment and must be paid by the recipient upon delivery.

• Refused Shipments: If an international shipment is refused or returned to us, and Porter Lyons incurs duties, taxes, or return fees, those charges will be deducted from your store credit.

• Refunds: In the event of a return or exchange, taxes, duties, and original shipping fees will not be refunded.

• If an international shipment is refused or returned to Porter Lyons and we incur duties, taxes, or return shipping fees, those charges will be deducted from your store credit amount.

REPAIRS + WARRANTY

Jewelry by nature is delicate. Please use the utmost care when wearing and storing your jewelry. Porter Lyons has a 1-year warranty to cover manufacturer defects only. All repairs are at the discretion of our team upon in-person assessment of your piece. Jewelry repairs outside of this window are subject to a repair fee. If your item has been altered in any way within the 1-year window, Porter Lyons warranty is void. 

Fill out our Repair Form here to get started.

 1-year warranty policy is voided in the event of:

• Products showing any signs of alteration

• Neglect

• Accidents

• Lost items 

• Damages caused after an item was received. (After 20 Day grace period once item has shipped)

Please note, repairs are not eligible for purchases from unauthorized retailers/sellers.  Because our items are made by hand with specially selected stones and other elements, we cannot guarantee we will be able to repair your item.

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Flagship Store

Where is your flagship store located?

Porter Lyons

623 Royal Street

New Orleans, LA 70130

What are your store hours?

Monday - Saturday 11AM - 6PM

Sunday 11AM - 5PM

How can I get in touch with your store?

You can call us at (800) 585-0348 or email us at customercare@porterlyons.com

What pieces are available to view in-store?

Our entire collection is available to view in store. We also offer private virtual appointments to view the collection. Please book here.

Can I place an order online and pick it up in-store?

Yes, please select the pick up option at checkout or if you would like to change your order from delivery to pick up please contact us at customercare@porterlyons.com.

What is your in-store return policy?

Items purchased directly at our flagship store may be returned for store credit only within 20 days of purchase. You must provide the original receipt, and the item must be in unworn condition with original packaging.

Are in-store repairs available?

Yes, we offer in-store jewelry repairs. Repair times and cost will vary depending on the complexity of the repairs needed.

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Bridal

Can I create a custom bridal ring with Porter Lyons?

Yes, Porter Lyons offers custom designs working with our designer Ashley Porter. 

Porter Lyons designer, Ashley specializes in one-of-a-kind custom jewelry-whether you're reimagining an heirloom piece or creating something entirely new, like a custom engagement ring that tells your story. With a deep expertise in diamonds, colored gemstones and fine metals, Ashley brings your vision to life through a seamless and collaborative design process.

Clients love her warm, down-to-earth approach, expert guidance, and intuitive eye for detail. From vintage redesigns to modern, personalized engagement rings, each piece is crafted to become a lasting symbol or individuality to love for generations to come.  

Custom jewelry starts at $2,000.

To schedule a custom bridal appointment please click here.

How long does a custom ring take to be made?

Custom rings have a 6-8 weeks lead time after initial meeting but can be dependent on the design and stone availability. The timeline will be discussed during the meeting. 

Do you have engagement rings that are ready to purchase?

Yes, we offer a wide variety of one of a kind engagement rings that are available to purchase in store or online. As a courtesy we offer private viewing appointments in-store or virtual for you to review the collection and choose a piece that is perfect for your special moment. 

 Please book Private Bridal Viewings here.

Can I get my engagement ring or wedding band engraved?

Yes, we offer engraving services. Please inquire with us at customercare@porterlyons.com or (800) 585-0348 for pricing and lead time.

Do your bridal rings come with certifications or appraisal?

Yes, all of our diamond engagement or wedding bands come with GIA certifications. We also offer complimentary appraisals on jewelry that is over $1500 retail that can be used for insurance purposes.

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Custom Jewelry

Can I create a custom jewelry piece with Porter Lyons?

Our designer, Ashley, specializes in one-of-a-kind custom jewelry-whether you're reimagining an heirloom piece or creating something entirely new, like a custom engagement ring that tells your story. With a deep expertise in diamonds, colored gemstones, and fine metals, Ashley brings your vision to life through a seamless and collaborative design process.

Clients love her warm, down-to-earth approach, expert guidance, and intuitive eye for detail. From vintage redesigns to modern, personalized engagement rings, each piece is crafted to become a lasting symbol of individuality to love for generations to come.  

Custom jewelry starts at $2,000.

To begin your bespoke journey, fill out our custom appointment form and schedule a meeting here.

How long does a custom jewelry piece take to be made?

Custom jewelry has a 6-8 week lead time after initial meeting but can be dependent on the design and stone availability. The timeline will be discussed during the meeting. 

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MATERIALS, CARE + SUSTAINABILITY 

The Porter Lyons® Diamond Standard

All of our diamonds are GIA Kimberley-certified (conflict-free). Unless stated otherwise, our diamonds are G-H color and SI1-SI2 clarity or better.

The Finest Quality, Ethically Sourced Gold

We are proud to use 100% recycled gold in all Porter Lyons pieces. This not only guarantees the highest quality and luxurious shine but also reflects our commitment to sustainability and preserving the planet.

Caring for Your Hand-Crafted Porter Lyons Jewelry

Your jewelry is delicate and designed for a lifetime of wear. Follow these simple steps to keep your piece beautiful:

• Check Security: We recommend frequently inspecting all clasps and closures to ensure they remain secure. We are not responsible for jewelry lost or broken due to clasps loosening over time. If you notice a closure becoming loose or unsecure, please email: customercare@porterlyons.com to arrange a repair.

• Polish Often: Use a quality polishing cloth to routinely maintain the shine of the metal and stones.

• Cleaning Products: For a deeper clean, purchase our recommended jewelry cleaner on our website and follow the product instructions carefully.

• Free In-Store Service: Stop by our flagship location at 623 Royal St., NOLA, for a complimentary professional jewelry cleaning. (Service takes about one hour.)
  
  

Porter Lyons Sustainability: Packaging Recycling Program

At Porter Lyons, we are committed to sustainability and helping preserve our planet. We invite you to join our efforts by sending back your unwanted Porter Lyons packaging!

If you have packaging you won't be re-using, we'll provide you with a shipping label to send it back to us, and we'll thank you with a special reward.

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Program Guidelines

To qualify, please return the full nesting boxes (both inner and outer boxes) in good, reusable condition.

* Rewards are available while supplies last.

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 How to Participate

1. Email Us: Send an email to customercare@porterlyons.com indicating the number of full packaging sets (nesting boxes) you plan to return.

2. Ship: We will send you a pre-paid shipping label.

3. Include a Note: Place a slip of paper inside the package with your name and email address so we can issue your reward discount code once the items are received and inspected.

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 Job Opportunities: Join the Lyons Den

Ready to join a growing brand powered by passion? Porter Lyons is led by a close, motivated team that values quality, meticulous detail, and hard work, all while maintaining a positive and supportive culture. If you thrive in a fast-paced, creative environment, we encourage you to apply!

Please check our current openings here or email your resume to contact@porterlyons.com. Kindly, no calls, please.

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Does Porter Lyons have an affiliate program?

Porter Lyons has an affiliate program with both LTK and Avantlink. Please contact us through these platform portals to be considered for affiliate marketing opportunities.