Shipping and Returns

Return Policy

Email us immediately upon receipt if you receive damaged jewelry and we will send you a replacement piece or a refund at no cost to you. Simply mail it to our offices (address below) and upon receipt we will issue you a replacement completely free. Any return or exchange due to damage in shipping or our error is always free, including shipping. Please carefully review name spellings and letter placement before you buy!

Name Factory accepts returns up to 60 days from delivery for design flaws or defects. Because these are personalized items, to exchange a necklace that is not defective we must charge you a restocking fee of 50% for name necklaces or multiple initial pendants and 25% for single initial pendants.

Contact Us


Customer Service: [email protected]


Chat us up anytime. If someone is online we'll try our best to help you out immediately. And be sure to check out our reviews and give us a like on the Name Factory Facebook page.


Israel Phone: +972-2-652-7178

US Phone: (941) 312-1921

Fax: 972-2-652-7177

Office Hours: Sunday thru Thursday 09:00 - 17:00 (Israeli time)

Our Address

Name Factory C/O J.W.G Ltd. 9 Beit Ha-Dfus St., Jerusalem, 95483

Shipping Policy

As a special introductory offer, we're giving all customers free shipping. Free shipping includes a tracking number, but Name Factory is not responsible for lost or stolen packages shipped under regular shipping.

We can also send expedited shipping.

All of our items are custom items, therefore it may take up to 7 business days to make your item. Once made, your item will be shipped and arrive in 7-14 business days. Thus the total shipping time = item creation + shipping, usually 14 - 21 business days but sometimes less.

Example: You place your order on a Monday, the necklace/pendant will be designed and sent for production, and completed by Thursday. It will be mailed out and arrive to you in 7-14 business days. Our designers and factory fulfill orders on Monday-Thursday, so keep this in mind as you calculate the time it will take for it to arrive.

Our return policy is subject to change and will be updated on this page if changes occur. All returns must be sent to our office, not directly to the factory. For items made of real gold, we recommend you send it with return receipt, which in the case of damages or manufacturing errors will be paid for by us. We are not liable for items lost in return shipments if you choose to send it regular mail. We do have office staff on hand to accept UPS, FedEx, DHL or registered mail during regular business hours.