FAQs

Where can I buy the Ourglass collection?

The Ourglass collection is proprietary to OX and therefore, the online store is the sole and exclusive platform to purchase Ourglass products. 

 

What are my sizing options?

To avoid sizing issues, OX suggests using a flexible measuring tape to determine your size and contacting us with sizing inquiries before completing an order.

 

How long will it take to receive my order?

Each Ourglass product is made-to-order, and production time is estimated at 8 weeks from the date of your order confirmation.

 

How are OX products shipped?

All OX products are complimentary delivered and shipped with a tracking number and require a signature upon delivery. Notification containing your tracking number will be sent to your email address, so you can anticipate the products arrival. We further insure all shipments against loss and accidental damage. Shipping time for delivery varies depending on destination and/or customs clearance. 

 

Does OX accept returns?

As  Ourglass products are  made-to-order, all sales are final and non-refundable.

 

How is sales tax determined?

Sales tax is calculated according to the local sales tax laws of the shipping destination provided when you order. All international duties and fees are the responsibility of the receiver.

 

How does OX ensure quality?

To ensure the highest luxury standards and maintain brand integrity, Jessica, who is a certified gemologist, personally selects & inspects the diamonds pre-production and then quality controls the finished bracelets post-production.

 

Do you provide repair services?

Rooted in timelessness and continuity, OX offers repair services. To initiate a repair, a customer should contact OX to discuss the product issue, and we will then determine whether a repair is possible or desirable. Although most repairs are complimentary, some instances may require additional charges for materials. Damages caused by misuse, customer modifications, or improper care may not qualify for repair service. Please contact us at studio@ox-ny.com to initiate a repair service. This information is subject to the terms and conditions.