1. It starts with photos, not a package
Send clear photos of the piece and describe what's wrong. Good photos show the whole piece, a close-up of the problem, and any stamps or engraving. For a watch, include the dial, the case back, and the brand and model if you know them.
From the photos you get a preliminary price range and an explanation of what the repair involves. It's free, and you're under no obligation.
2. Shipping and insurance are agreed before you ship
If you want to go ahead, the next step is agreeing how the piece will travel and how it will be insured. Only then do you receive shipping instructions. Don't send anything before this step, with any repair service.
Keep your own photos and the tracking number until the piece is back with you.
3. Arrival, inspection, and your approval
When the package arrives, it's opened and documented, and the piece gets its own repair ID that follows it through every stage.
The piece is then inspected in hand. Photos can't show everything, so this is when the final price is confirmed. Work starts only after you approve it.
4. The repair, a final check, and the trip home
After the repair, the finished work is checked and documented before it's packed. It's shipped back with tracking, as agreed at the start.
Packing tips that apply everywhere
Remove anything you don't want repaired. Wrap the piece so it can't move inside a small box, then place that box inside a sturdy shipping box. Never write "jewelry" or a brand name on the outside of the package.