Frequently Asked Questions
Can I change/cancel an order once it’s placed?
We are unable to make changes to an order once placed, but you may cancel your order within 24 hours of placing it. Email us at firstname.lastname@example.org with your order number to cancel your order. Please note that, after 24 hours, your order can’t be changed or cancelled.
Will I be charged taxes and duties?
Our prices listed include taxes and import duties for all the countries we ship to. Purchases shipped to India will not incur any import duties (taxes are included).
Where can I see the status of my order?
If your order has shipped, you will receive an email with a link to track your delivery. To know the status of your order before it’s shipped, please reach out to us at email@example.com.
Can I place an order on the phone?
Yes, please reach out to us at firstname.lastname@example.org with a phone number we can contact you on. We’ll get back to you and help you place your order.
I didn’t receive a confirmation email. Have you received my order?
If you don’t receive a confirmation email within an hour of placing your order, please check your spam or junk folder. If it isn’t there, please contact us at email@example.com and we’ll help you out.
How soon will I receive my order?
Since all of our jewelry is made to order, you will receive your order within 3-6 weeks from the date of confirmation. Bespoke orders will take longer since they are custom designed and will depend on the number of pieces and complexity of the order. For bespoke orders, we will be better placed to tell you at the time of placing your order about when you can expect it to reach you.
Can I change the shipping address / billing address for a confirmed order?
We are unable to make changes to an order once placed, including a change to the shipping address. You can cancel the purchase within 24 hours by reaching out to us at firstname.lastname@example.org. For customer privacy reasons, we are unable to make any changes to a billing address.
What countries do you ship to?
We ship to the USA and India currently. To ship to another country, please email us at email@example.com.
Will my jewelry be insured during transit?
Yes, your order will be fully insured while in transit.
Do you deliver to PO Box addresses?
Unfortunately, we’re not able to deliver to a PO box address.
Do you require a signature for delivery?
Yes, we will require a signature to accept delivery to ensure you receive your order safely.
Where can I track my order?
When your order has shipped, you will receive a link from our shipping partner through which you can track your delivery. For any further assistance, please reach out to us at firstname.lastname@example.org.
Can I return or exchange my order?
Sorry, we currently don’t offer returns or exchanges on any confirmed orders.
What are shipping costs to my country?
Shipping costs will vary depending on the country in the shipping address and will be calculated at checkout.
What if my product is damaged when I receive it?
If you’ve received a damaged product, please email us within 48 hours of receipt of the package at email@example.com with photographs that show the damage to the product. If our team considers that the product is likely damaged, we will arrange for a reverse pick-up of the product. Please make sure to return the product to us unused and with the relevant invoices. We will inspect the product once we receive it. If we confirm that the product is damaged and returned to us in an unused condition, we will replace the product or allow for an exchange.
What are lab-grown diamonds?
Lab-grown diamonds are real diamonds that are made using cutting-edge technology. Over a period of several weeks, a diamond seed is subjected to intense pressure, extreme heat and carbon, replicating the process that creates diamonds in nature. The resulting diamond has the same chemical, physical and optical characteristics as a mined diamond. You can read more about how they’re made and why they’re the conscious choice on our lab-grown diamonds page.
Can you tell the difference between a lab-grown diamond and mined diamond?
No, lab-grown diamonds and mined diamonds are identical, and you can’t tell the difference between them. They have the same chemical and physical properties, are visually identical, and are cut and polished in the same way as mined diamonds.
Do lab-grown diamonds change color over time?
No. Lab-grown diamonds are equivalent to mined diamonds in terms of their color, optics, physical properties and thermal compositions. They are real diamonds, just like mined diamonds, so they don’t change color over time.
Can I request for a grading certification?
All our diamonds above 1 carat are certified by the International Gemological Institute. If you’d like a certificate from another lab for diamonds above 1 carat, or for your entire jewelry piece, we can help you (at an additional cost). Please reach out to us at firstname.lastname@example.org.
Are lab-grown diamonds real diamonds?
Yes, lab-grown diamonds are real diamonds. The only difference is their origin—lab-grown diamonds are made in a lab, while mined diamonds are made under the Earth’s surface. They are physically, chemically and visually identical to mined diamonds and impossible to tell apart. You can read more about how they’re made on our lab-grown diamonds page.
How do I pick the right diamond?
It’s important that you choose the right diamond for you, and we’re here to help you make a choice you’ll be happy with. You can contact us at email@example.com, and we’ll get in touch with you to guide you through the buying journey. For more information, you can check out the 4Cs of a diamond to help you understand a diamond’s qualities so you have a starting point when choosing yours.
Can I adjust the length of my necklace?
Our necklace lengths are between 16 and 18 inches. If you’d like to customize it further, please contact us at firstname.lastname@example.org, and we’ll help you out.
How do I know my ring size?
If you already know your ring size as per your region, you can take a look at our ring conversion chart to get the right size. If you aren’t sure, please check out our guide on how to measure your ring size.
My ring/bracelet doesn’t fit. How do I get it resized?
We’ll be happy to help with resizing your jewelry so it fits you just right. Please email us at email@example.com, and someone will get back to you to make the necessary arrangements.
Can I get a custom design?
What quality of diamonds will be included in my pavé band/side stones?
All our diamonds, including the side stones in a ring and those in our pavé bands, are VS+ and H+. To know more about what this means, please read our guide to the 4Cs of a diamond.
What type of gold do you use?
All our jewelry is made in 14K and 18K gold purity in your choice of white gold, yellow gold and rose gold. You can choose your gold color while placing your order.
Does my product come with certificate?
We provide a complimentary IGI certificate with every product you purchase.
Do you offer gift cards?
We don’t offer gift cards at the moment. You can reach out to us at firstname.lastname@example.org and we’ll help you gifting options.
Can I make a custom engagement ring?
Yes! We believe your engagement should be perfect for your love story, and we’re happy to help you choose the right design and stone that works for you. Please visit our Bespoke page for more details on getting your custom-designed engagement ring.
Can my ring be engraved?
How do I pick the right engagement ring setting and stone?
Your engagement ring should reflect your partner’s personality. You can choose a ring from a variety of options that include diamond shape, quality and ring setting. You can learn more about the 4Cs of a diamond, which determine its quality, and types of settings on our Engagement Rings page. Our team is also happy to assist you through our Bespoke services or by email at email@example.com.
What if my ring breaks?
We’re happy to discuss bespoke ring repairs with you. Please get in touch with us at firstname.lastname@example.org and our team will see if there’s a way we can help.
Does my diamond come with a certificate?
We provide a complimentary IGI certificate with every engagement ring purchase. If you’d like to request a GIA certificate instead, we can arrange for the same for you at an extra fee.
How do I clean my jewelry?
The easiest way to clean your jewelry is to soak it in a cup of warm water with a few drops of mild soap. With a soft cloth or soft bristle toothbrush, gently scrub it clean. Be careful not to use pressure as you could scratch the gold if you do so. Rinse the piece with clean water and let it dry on a clean, soft cloth.
How should I store my jewelry when I’m not wearing it?
To keep your jewelry from getting tarnished or scratched, store it in an airtight box or a cloth pouch on its own, without any other items.