Frequently Asked Questions

Yes. Center stones are supplied with a grading report, and every piece includes our certificate of authenticity.

Of course. Add a message at checkout and we will handwrite it on our signature card.

All payment methods shown at checkout are accepted. Available options depend on your country and order value.

Checkout is encrypted and card details are processed by our payment provider. We never store full card numbers.

A failed payment is not captured. Any temporary hold is released by your bank. Contact us with your order number if unsure.

Processing and delivery times are set out in our Shipping Policy. Custom pieces follow the timeline agreed with your designer.

Use the tracking link in your shipping email, or visit Track My Order with your order number.

Every shipment is insured. Tell us straight away through the concern form and we will resolve it first.

Submit the concern form with your order number and choose “Return or exchange”. We will arrange an insured pickup.

Refunds are issued to the original payment method once the piece has been received and inspected.

Custom and engraved pieces are made for you and are generally final sale. See the refund policy for details.

Manufacturing defects are covered. Normal wear, loss and accidental damage are not, though we can quote a repair.

Warm water, a drop of mild soap and a soft brush. Avoid chlorine and harsh chemicals, and store pieces separately.

Often, yes. Send photos through the concern form and our workshop will advise.

After delivery we email you a review link. You can also share feedback any time through the form below.

Choose “Feedback or complaint” in the form. A care manager replies personally within one business day.