Customer Service
Refund Policy
Inspection & Returns
Inspect Your Purchase
When you receive your loose gemstone or finished jewelry order, thoroughly inspect it within 14 days. This inspection window starts when you sign for the shipment.
During this period, if you see any damage, imperfections, or reasons you wish to return the item, contact us right away to start the return process. We offer full refunds on untouched items returned in this timeframe.
If 14 days isn't sufficient to make your decision, let us know before we ship your order. We can often allow 1–2 weeks extra to accommodate you.
Protect Your Investment
While evaluating gems and jewelry, safeguard your purchase as if it were your own. You bear full liability for any damage, loss, or alterations during your inspection.
Avoid having stones set or sizing rings until you fully intend on keeping the piece. Most jewelers won't uninstall gems without damaging them. Consider previewing loose stones first.
We cannot process returns if items are modified in any way — scratched, chipped, engraved, resized, etc. Please handle pieces with exceptional care.
Start a Dialogue
If you need more time or have concerns about condition, talk to us. We want you to feel 100% confident before finalizing a purchase. Let's maintain open communication during this process.
Our goal is building lifelong relationships with satisfied customers. Reach out anytime so we can resolve issues quickly and fairly.
Custom Pieces
Unique Policies for One-of-a-Kind Pieces
We specialize in tailored jewelry crafted to each client's vision. Given the custom nature of these pieces, we have unique return guidelines.
The Gemstone
The center gemstone can be returned for a full refund within 14 days of receiving your order, even in custom pieces. As loose stones can be reset into various designs, their flexibility enables us to accept returns.
Handle gems extremely carefully during inspection to avoid any damage that would prevent a return.
The Setting
Custom settings are designed for both the center stone and customer specifications, making them non-returnable. Unfortunately, the narrow likelihood another client desires that exact creation means we cannot recoup costs.
Previewing stones beforehand allows better visioning of the end result. We also provide one free computer-rendered design image to promote informed decisions prior to final purchase.
Special Cases
In rare instances, structural elements of custom settings make removing the center stone infeasible or overly risky. We would inform you upfront if such factors prevented gem returns.
Additionally, custom re-cutting rendered stones unsellable would also negate return eligibility.
Return Process
Follow Proper Channels
To start a return, first contact us to get an RMA (Return Merchandise Authorization) number and process details tailored to your purchase value.
Do not attempt sending items back without an RMA number issued. Our team will refuse unauthorized shipments lacking this key tracking number.
Ensure Item Condition
We only approve returns on unused jewelry in the precise unworn, undamaged condition delivered. Carefully inspect packaging prior to return as well.
If an item arrives at our facilities damaged or altered, we must unfortunately reject the return — so handle pieces with exceptional care until they are back in our possession.
Anticipate Next Steps
Once received, we inspect all returns to confirm eligibility based on our policy criteria. Following approval, refunds are issued within 5–7 business days.
For card purchases, charges are credited back to the original payment method. Wire transfer returns are refunded via company check using the account details provided at time of purchase.
We cannot refund original shipping fees but will cover return costs for approved claims.
Shipping Returns
Safeguard All Shipments
Use trackable shipping without any descriptors alluding to contents. Discreet packages are safer. We insure return shipments once RMAs are generated.
Avoiding theft and damage in transit is imperative since we cannot refund items lost or impaired en route back to us.
No Insurance Declarations
Do not specify any insurance value or describe the true contents when sending returns. This helps deter theft of high-value gems and jewelry in transit.
We automatically insure all shipments once RMAs are generated on our end. Leave those sections blank and refrain from content details for safety.
Use Discreet Packaging
Avoid writing overt terminology like "gems", "jewelry", or "sapphires" on labels. Simple descriptions like "gift items" better conceal what's inside.
Plain packaging plus omitted content details provide the best assurances of secure delivery.
International Tracking
Choose delivery services with tracking capabilities across international borders. Let us know if you need recommendations on reputable global carriers with preferred rates.