Questions regarding customization
Returns & Exchanges, Sourcing, Certification, Logistics, and Customization Lead Times
What is the return policy?
Each stone is specially prepared for your custom order. For this reason, all stone orders are final sale and non-returnable/non-exchangeable. Please review all specifications carefully and make sure of your decision before placing the order.
Where do you source your gems from?
Our stones are sourced through long-term trusted partners and selected for quality, character, and traceability.
Are your gems certified?
All standard cuts come with an IGI certificate, while all rare cuts and rare colors come with a GIL certificate (if an IGI certificate is required for rare stones, an additional fee applies and a waiting period of 0.5 to 1 month is required).
What are the shipping and handling times?
In-stock items are typically processed within 1–3 business days, while orders requiring customization or resizing will be shipped according to the production schedule.
What is the timeline for a custom set?
Custom sets depend on stone approval, setting complexity, and revision rounds. We usually recommend allowing 2-6 weeks for production and approval.
