She bought a necklace online from a designer she'd never met. It didn't fit. What happened next is why she's still here.
The necklace that didn't fit
Deb found the Agate Roads necklace on my website and fell in love with it. It's a statement piece, one of the most complex I've made, with agate, pearls, corals, labradorite, and dozens of complementary gemstones woven into an asymmetric cluster on layered chains. It's the kind of piece that stops you mid-scroll.
She purchased it, and when it arrived, her reaction was exactly what I hope for: "I absolutely love my necklace! It's gorgeous and prettier in person!"
Then came the part that makes buying jewelry online nerve-wracking, especially from an independent designer you've never met in person.
"I am a petite person, so the necklace sits lower than I prefer. I looked at each end of the necklace and I don't see how it can be shortened. Any suggestions?"
This is the moment that defines what kind of designer you're buying from. A mass retailer would point you to a returns policy. A marketplace seller might offer a partial refund. I offered to shorten it for free.
There was one complication: I'd had shoulder surgery the day before.
An offer with no expiration date
I told Deb I was happy to adjust the necklace at no charge but wasn't sure how long recovery would take. Her response was gracious: "There is no rush. I so much appreciate this!"
What neither of us knew was how long it would actually take. Not because of my shoulder, but because life kept happening to Deb.
She was caring for her mother, who has dementia, and her brother on Cape Cod. Her beloved cat passed away. She'd already lost two family members the year before, one on her birthday. She got COVID. And through all of it, the necklace sat unworn in its box, waiting for a window that kept not opening.
Every few months, Deb would check in: "If the offer still stands, I can have it shipped tomorrow." And every time, my answer was the same: absolutely, whenever you're ready.
There was no deadline on the offer. There was no fine print. A piece of jewelry should fit the person who bought it, and if it doesn't, fixing it is part of my job. Whether that takes a week or a year.
When Deb finally sent the necklace, I shortened it by one inch on the non-clasp side, exactly as she'd requested, and shipped it back. She'd broken her back in a boating accident in the interim, but she was finally getting out again. The next time she wore the necklace to an event, she received many compliments.
"I absolutely love it," she wrote. "I want everyone to know how talented you are."
From cautious buyer to testimonial
Deb didn't start as a collector or a repeat client. She started as someone who found a necklace online, loved it, bought it, and then discovered it didn't sit right on her frame. That's the moment most online jewelry purchases go sideways. The piece gets returned, or worse, it sits in a drawer and the buyer never shops with that designer again.
What turned Deb's experience around wasn't the necklace itself, although she loves it. It was the fact that the relationship didn't end at checkout. When she needed help, help was there. When life got in the way, the offer waited. When she was finally ready, the adjustment was exactly right.
She wrote a testimonial that I still think about: "I felt as if I had struck gold when I discovered Andrea Li's jewelry. I feel so special and truly honored when I wear my one-of-a-kind, stunning piece."
She joined my newsletter. She attended a collection launch in person. She invited me to visit her on Cape Cod. All of that grew from a single necklace and the willingness to make sure it fit.
What this means if you're considering a purchase
If you're browsing this site and wondering what happens after you click "buy," Deb's story is your answer.
Every piece I make is one of a kind, handcrafted from natural gemstones with organic shapes and dimensions. That means fit can vary, especially for petite frames or specific preferences about where a necklace sits. If something needs adjusting after it arrives, I handle it. No charge, no expiration, no hassle.
You're not buying from a warehouse. You're buying from a person who made the piece with her own hands and will make sure it works for yours.
The piece: Agate Roads necklace, a multi-gemstone statement necklace featuring agate, pearls, corals, labradorite, and complementary gemstones on layered gold-filled chains.
The adjustment: One inch removed from the non-clasp side to fit a petite frame, at no charge.
The timeline: Purchase to final fit took over a year, not because of the work, but because life happens, and the offer waited.
Every piece Andrea Li makes is one of a kind. If you're wondering what happens after you buy, the answer is: the relationship is just beginning.Start a conversation.
Andrea offers complimentary adjustments to ensure every piece fits properly. If a necklace sits too long or too short for your frame, she will shorten or adjust it at no charge. There is no deadline on this offer. Simply reach out and arrange to send the piece for adjustment.
Yes. Andrea ships all one-of-a-kind pieces via FedEx with signature required and full insurance. If the piece needs any adjustments after arrival, she handles them at no additional cost. Her clients consistently describe the pieces as being even more beautiful in person than in photographs.
Yes. The relationship does not end at checkout. Andrea provides complimentary fit adjustments, care guidance, and ongoing support for every piece she makes. Whether a client needs a necklace shortened for a petite frame or has questions about care, she is available and responsive.
