Use your time to create an expression of love together. Our designers are online to help get you started.

FAQs

COVID-19 Updates


Are you open?

Yes. For customers, the creation process is 100% online. For our makers, we are fortunate that the majority of our artisans are able to effectively work from home. A select number of our creators are considered to be critical to our operations and are continuing to produce in our workshop. These employees have volunteered, and their shifts are staggered. We’ve taken precautions above and beyond the CDC’s recommendations for safety.


Are you shipping? Is fulfillment delayed?

Yes, we’re shipping, mostly without delay. If we anticipate unusual delay for your custom piece, we’ll be sure to communicate this to you directly. For customers currently in the middle of their design journeys, you will be informed by your jewelry consultant if delays are expected. For those who are just getting started, we are hopeful that by the time your piece is ready to go to production, our craftspersons will be operating without delays.


Will there be a human available via customer service?

Yes! The entire Customer Service team and all of our designers and artisans are at your disposal—from the comfort of their homes, of course—during regular business hours. Your design process can continue without any interruptions. You can, of course, pause at any time and regular return policies still apply. We are proud to offer the best customer service in the industry, and that will never change.


Questions? We have answers.


How does custom design work?

A custom design starts with ideas, images, or anything that helps convey your vision. Our design experts will then transform your idea into a Computer Aided Design (CAD) file which allows you to see what your jewelry will look like in real life. From there, we cast, set, polish and inspect your ring to ensure it’s perfect in every way and ready to deliver to your door. Our team helps you through every step to make sure you feel confident and stress-free throughout the process.


How much does it cost to design a custom piece?

The cost truly depends on your design. But, our experienced design consultants would love to learn more about the custom design of your dreams and provide you with a free estimate- just call or email us! While your choice of stone will impact the final price, one thing is for certain: any of our man made stone options will end up saving you thousands when compared to mined diamonds.


Questions? We have answers.


What stones can I design with?

We only offer man made stones in our custom pieces. We offer the Nexus Diamond™ alternative which is a lab created diamond simulant that most closely simulates the look, weight and wear of a perfect diamond, but costs up to 80% less than its mined counterpart, Nexus Color Stones which are perfect for those who like the look of colored diamonds but want a more affordable option, and lab grown diamonds, emeralds, sapphires and rubies that are chemically identical to their mined counterparts but cost significantly less. Additionally, we are happy to set any stone that you already own in a custom piece.

With all of these options, you are sure to find the perfect stone that fits in your price range.


Do I need to make a deposit?

We only ask for a $150 down payment to begin the design process and create a Computer Aided Design file, or CAD. You do not need to make a deposit to get an estimate. This deposit is applied to the final price, should you choose to complete the process.


How long does it take to create a custom piece?

Although design times vary based on the complexity of each piece, you'll be able to see a digital representation of your design in as little as 72 hours after getting started. A custom design generally takes 4-8 weeks from concept to completion, although we can work in a shorter timeframe if needed. If you have a set deadline, let your design consultant know. We'll work with you to make sure everything is perfect for the big moment.


Do you offer a warranty?

Every purchase comes with a Manufacturing Warranty. For the lifetime of your ring, if there is a manufacturing defect with your setting, we will repair or replace your ring free of charge. Any damage caused by accidents or normal wear and tear can be repaired for a nominal fee.

*Some limitations apply: Void if another jeweler works on the item. Does not cover lost rings or missing ring components. If components are missing, repairs may incur a cost to replace those missing components. Added services such as soldering rings together or adding bishop bumps are not included.

Additionally, all Nexus Diamond™ alternatives are covered under a Lifetime Stone Guarantee. With normal wear and proper care, your Nexus Diamond alternative will never chip, crack or discolor. If there is ever a problem with your stone, we'll fix it or replace it for free. Period.

We always advise that you purchase an insurance plan for your piece, and we’re happy to help you find the right one. *If another jeweler works on your piece, this warranty is void.


Do you offer payment options?

We offer multiple payment options to ensure a worry-free design experience. Choose from Affirm Financing, PayPal Credit or Progressive Leasing.

Affirm Financing offers as low as 10% APR financing with up to 36-month payment terms. Answer a few questions and find out if you’re approved right away. Progressive Leasing is a no credit needed lease-to-own payment option. Prequalify today to get an instant decision. At checkout, you may choose to pay with a credit card or PayPal Credit®, which offers no interest for the first six months. Learn more about our financing options here.


Can I return a custom piece?

Within 30 days of delivery, a design may be returned for a credit or a refund (*if applicable) less the design fees and a 20% restocking fee for the design. The down payment cannot be reimbursed.

And, of course, if there is a mistake on our end, we will make it right.

*Due to the custom nature, some designs are not returnable. This will be clearly shown at the time of your purchase agreement.


How will I receive my order?

All orders over $100 USD are shipped free with signature required within the U.S. and Canada. Please note, delivery is Monday-Saturday. Contact Customer Service for expedited shipping options.

All packages are sent signature required. If you know you will not be home to sign, we recommend having the package sent to a friend's house, your work or a participating carrier store.


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