Frequently asked questions

Most pieces can be ordered directly on the site. Payment options are presented at checkout. If you would rather order by speaking with someone first, contact client care or book a consultation.

Yes. A client adviser can walk through a piece, a stone, or a size with you before you order, either virtually or in person.

Yes. Custom work is handled through its own process, from an initial sketch through approval of the finished design, and the details are set out on our custom orders policy.

It depends on how far the order has progressed, especially for a made to order or custom piece. Contact client care as soon as possible with your order details and we will let you know what is still possible.

Every order ships fully insured and requires a signature on delivery. Full carrier and transit detail is set out on our shipping policy.

Lead time varies by piece: an in stock item ships sooner than a made to order or custom piece. Any known lead time is shown on the product page, and our shipping policy covers carrier transit estimates once an order ships.

See our shipping policy for the regions currently served and any related costs or restrictions. If your destination is not listed, contact client care to ask.

Unworn pieces in their original condition may be returned within thirty days. The exact conditions, exclusions and process are set out in full on our returns policy.

Custom and resized pieces are generally treated differently from stock items because they are made or altered specifically for you. See our returns and custom orders policies for how each is handled.

Processing time is covered in our returns policy. Contact client care with your order number if a return has not been acknowledged within the window described there.

Our ring sizing guide walks through measuring at home, the effect of band width and knuckle, and why a professional sizing is more reliable than an at home one.

Many of our styles can be resized after purchase; a small number of settings, such as full eternity bands, generally cannot. The ring sizing guide explains which is which and how to arrange a resizing.

Cleaning depends on the metal and the stone: some stones tolerate an ultrasonic cleaner and some do not. Our jewelry care guide covers cleaning, storage and what to remove jewelry for.

Yes. Complimentary cleaning and inspection is offered for the life of the piece. Our jewelry care guide covers how often a professional inspection and a prong check are worth having done.

Diamonds are supplied with an independent grading report. The issuing laboratory is named on the product page and on the diamond's listing.

Natural diamonds form over geologic time underground; laboratory grown diamonds are grown in weeks under controlled conditions and are graded on the same scales. Our diamond education guide covers how each is made, graded and priced.

Cut, color, clarity and carat weight together describe a diamond's appearance and rarity. Our diamond education guide explains each in plain terms, along with certification and fluorescence.

A custom piece begins with a consultation to understand what you want, moves through a design and, where applicable, a rendering for your approval, and is then made to order. Full detail is on our custom orders policy.

Timelines vary with the complexity of the design and the stone being set. Once your design is confirmed, an adviser will give you an estimate specific to your piece.