MORRISON'S FAQ'S
A quick guide to how our online concierge model works for custom design, heirloom re‑design, and VIP repairs.
Getting Started
How do I begin a project?
Send us an email through the website with your idea and budget. If we’re re‑designing an heirloom, include a photo of the piece. We’ll reply with a scheduling link for a Zoom consultation.
Do you work entirely online?
Yes. We meet on Zoom, coordinate insured FedEx shipping, and keep you updated in a secure Client Portal.
How do I track progress?
You’ll receive access to your Client Portal where you can see status, milestones, messages, and invoices for your project.
Heirloom Re‑Design
What is the re‑design process?
Email your ideas + budget and include a photo of the heirloom item.
Zoom call with your designer.
Upon approval to proceed, we email a pre‑paid FedEx label so your shipment is covered under our comprehensive insurance.
We remove stones from their mountings and prepare a stone layout and/or sketches.
Second Zoom to review designs.
Production begins after approval.
Track every step in your Client Portal.
How long does re‑design take?
Typical timeline is 8–10 weeks from start to finish.
Custom Design (From Scratch)
What is the custom design process?
Email your idea and budget.
Zoom call with the designer.
Stone selection and sourcing.
Stone layout + sketches (CAD as appropriate).
Second Zoom to refine and approve.
Production.
Access and updates in your Client Portal.
What’s the timeline for a custom piece?
Most custom projects complete in 8–10 weeks.
VIP Repairs (Preferred Clients)
Do you still offer repairs?
Yes—repairs are available for our VIP / preferred clients (subject to capacity).
How do VIP repairs work?
Email photos of the items needing repair.
Zoom call to discuss scope and estimate.
We issue a pre‑paid, insured FedEx label for shipping.
After inspection, we’ll do a review Zoom to confirm the plan.
Most repairs complete in about 4 weeks.
Track progress in your Client Portal.
Shipping & Insurance
Is my shipment insured?
Yes—when you use the FedEx label we provide, your pieces are covered under our comprehensive insurance while in transit and in our care.
How do I ship my jewelry to you?
Only ship using the pre‑paid label and packaging instructions we provide after your Zoom consultation and project approval.
Portal, Communication & Payments
What is the Client Portal?
A secure dashboard where you’ll see project status, milestones, sketches, messages, and invoices—available 24/7.
How will we communicate?
Key checkpoints happen on Zoom; day‑to‑day updates and approvals happen via your Client Portal and email.
What are the payment terms?
Payment timing appears on your proposal and inside the Client Portal. (Most projects require a deposit at design approval and balance prior to shipment.)
Timing & Expectations
Can timelines vary?
Yes—complexity, stone sourcing, and revision rounds can affect timing. We keep your Portal updated with the current ETA.
What if I need changes after the first design?
We review sketches (or CAD) on a second Zoom and refine before production. Approval is required before we proceed.
Getting Help
Where do I send my initial email?
Use the project inquiry form on our website; attach photos (for re‑design or repairs) and include your budget range.
What if I’m not on the VIP list but need a repair?
You may apply for VIP access. If capacity allows, we’ll onboard you and provide a Client Portal login.
Quick Reference
- Re‑Design Timeline: 8–10 weeks
- Custom Design Timeline: 8–10 weeks
- VIP Repairs Timeline: ~5 weeks
- Meetings: Zoom
- Shipping: FedEx labels issued by Morrison’s Jewelers (insured)
Still have questions? Contact us through the website and we’ll respond with next steps and a link to schedule your Zoom consultation.