Frequently Asked Questions
Q:
How long does it take to get my website up and running?
A:
Your site will be up and running in as little as six weeks after signing your agreement and paying the set-up fee. The speed with which you forward us the necessary information and approvals may affect the timing. Gold level sites may take up to eight weeks, as these are custom built.

Q:
What should I do to promote the site?
A:
  • Train your staff so they can easily navigate through the site and refer to it regularly when talking with customers.
  • Ask for email addresses at every opportunity and build a database that can be used for email promotions. Email marketing is an inexpensive and effective way to market your new website.
  • Adding your website's URL to all your communications – ads, bags, business cards, etc. should all include your new website address.
  • Make full use of social media sites such as Facebook, twitter, Pinterest, Google+ etc. Social networking sites and your presence on the same will help to connect you with more potential customers. We also offer SEO / SEM packages, the details of which can be viewed here.

Q:
Are there other charges beyond the initial set-up fee and monthly charges?
A:
Yes. There will be merchant charges of 2.99% (on retail price), a transaction fee of US$10 (per item), a jewelry box fee (cost of between $1.50 & $13.00 depending on the box selection you make during your registration, and the type of product shipped), and a shipping fee for each order shipped (fee depends on method of shipping utilized, but varies between $8.00 @ $32.00).

Q:
What is the suggested markup I should be using?
A:
The internet has changed the rules for every jeweler. WR Cobb Online can help you retain your profitability. We will initially set some default mark-up's for your website, but we do not provide pricing "recommendations"; it is impossible for us to do so as each of our partners situation, business vision, consumer demographic is different. You can use the Control Panel provided with your WR Cobb Online website to set pricing that you are comfortable with / is in line with your unique situation.

Q:
I've heard I can advertise on Google or do pay-per-click advertising. Do you offer these options and can you explain them?
A:
Yes. We can provide you guidance or we can run your SEO / SEM campaigns for you just like an advertising agency. We can build focused, local campaigns – or if you want to expand into other markets, we can help you build an online marketing campaign for that market. More details can be found here.

Q:
Can you merge this site with my existing website?
A:
Yes we can. Our platform allows us to either develop a completely new website for you (located at a new domain), or we can develop your new website on sub-domains of your existing website.

Q:
What company do you use to certify your diamonds?
A:
  • Gemological Institute of America (GIA)
  • American Gem Society (AGS)
  • International Gemological Institute (IGI)
  • European Gemological Laboratories (EGL)
  • The World Diamond Council (HRD)

Q:
Can I offer my own products on my WR Cobb Online website?
A:
Three of the five packages we offer provide you with the opportunity to upload your own inventory and offer it for sale / showcase the items as part of the package. If you purchase one of the two packages that do not include this feature free of charge but still want to sell / showcase your own inventory you can do so, but additional fees will be levied. Likewise, if you need more in-store inventory space than your selected membership provides you with free of charge you can pay additional fees for the same ($59.00 for each 100 additional items).

Q:
How long does delivery take, and what happens if you can't deliver on time?
A:
Most items are shipped in 2-10 business days. We recommend a 30-day return policy for your customers to cancel or return an item (not including special orders).

Q:
Do you ship directly to my customer or to my store (and I ship to my customer)?
A:
For speed and consumer convenience we recommend that you have us ship directly to your customer; however, we will set our procedure to your specifications. We offer the following shipping options: Ship to the address on file with the consumer's credit card company, ship to a FedEx location of the consumer's choice, ship to your store location for collection, or, in the event the order value is below $500, we will ship to an alternative address of the consumer's choice.

Q:
If you're shipping directly to the customer, can you use my jewelry boxes?
A:
We can provide a letter to your customer that includes your company logo. Once the letter is approved by you, it will accompany all of the jewelry sent directly to your customers. In addition, you may choose from one of our three jewelry box options. Gold level partners can ship their branded boxes directly to our warehouse for usage with every shipment.

Q:
Why do I have to sign up for 24 months?
A:
The 24-month contract is an industry standard. It allows you to integrate the site into how you do business and provides you with enough time to measure the benefits. The development of an eCommerce solution is not a quick fix, but a long-term business and sales strategy.

Q:
Can I change from one level (package) to another?
A:
Yes. As long as you're moving to a higher level, you will only have to pay the monthly fee difference.

Q:
I carry several designer lines of jewelry and have links to their websites. Can we put these links on this website?
A:
Yes. We have three membership levels that provide this option free of charge. If more designer brands need to be detailed than your membership level allows, additional fees will need to be levied.

Q:
What methods other than credit card can I use to pay for this site?
A:
Website set-up fees may be paid via check or credit card. Website monthly maintenance fees must be paid via credit card. If you would like us to consider alternative payment methods, please liaise with your Sales Representative.

Q:
How do I know what and when orders are placed, and how am I supposed to track everything?
A:
You will receive an email notification each time an order is placed on your website. Furthermore, you can track all orders through the WR Cobb Online control panel facility we will provide you with (please note that unpaid orders do not show in your control panel).

Q:
How do you deal with sizing rings and special orders?
A:
Customers can include ring sizes with all their orders, and we will size the ring accordingly. However, once a ring is sized, it is treated as a special order and is not returnable. Other special orders are also available on a case-by-case basis. For example, we will quote based on pictures and descriptions provided, but these are also considered special orders and not returnable.

Q:
I thought W.R. Cobb was a findings company?
A:
For more than 130 years, W.R. Cobb has been one of the most trusted names in jewelry. In the past decade, we have been one of the jewelry industry's greatest innovators with unique products and creative ideas such as Precise™ White Gold. We heard from many jewelers regarding their loss of profit and market share due to the growth of the internet. In response, we created a powerful solution for independent jewelers to compete and win. This solution is W R Cobb Online.