Frequently asked questions

How do I place an order?

Browse the collection, pick your metal, karat, size and stone on the product page, then click Add to cart. Walk through checkout — shipping, payment, done. You'll receive an order confirmation email within minutes. If anything looks off, reply to that email and we'll fix it before production starts.

Can you make a custom design?

Yes — that's a big part of what we do. Send us a sketch, an inspiration photo, or even a description by email or WhatsApp. We'll quote it, then send a CAD render for your sign-off before anything is cast. Custom pieces are typically ready in 14–21 days.

How long does production take?

Stock pieces ship in 24–48 hours. Made-to-order pieces take 7–14 business days from CAD approval to despatch. Custom designs add an extra 3–5 days for the design and approval cycle. Your order page shows the live status as we move through the workshop.

Can I change the metal or stone after ordering?

Within 12 hours of placing the order, yes — email or WhatsApp us with the change. After production starts (usually inside 24 hours for stock pieces, after CAD sign-off for custom), we may not be able to swap without restarting the build.

Do you offer engraving?

Yes, complimentary on every piece. Up to 30 characters, inside or outside the band depending on the design. Add your engraving text in the order notes at checkout.

Are your diamonds natural or lab-grown?

Both — every product page tells you which. Natural diamonds are sourced through Kimberley-process certified channels (conflict-free). Lab-grown diamonds are chemically and optically identical to natural, just grown in a controlled environment instead of underground.

Are your diamonds certified?

All center stones above 0.30 ct ship with a third-party lab certificate (GIA, IGI, or AIGS depending on the stone). Smaller accent stones are graded in-house against the same standards. Certificates are included physically and as PDFs in your order email.

What are salt & pepper diamonds?

Salt & pepper diamonds are natural diamonds with visible inclusions of black and white that give each one a unique, galaxy-like character. They're a fraction of the price of a clear diamond at the same carat, and no two are alike — perfect for someone who wants a one-of-a-kind piece.

What gemstones do you work with?

Diamonds (natural, lab-grown, salt & pepper), emeralds, rubies, sapphires (every colour, including padparadscha), pearls, tanzanite, opal, morganite, aquamarine, tourmaline. If you want something we don't have on the site, ask — we have a deep network in the Bangkok stone market.

Can I see the actual stone before I commit?

For high-value orders, yes. Email us the spec you're after and we'll source 3–5 candidate stones, photograph and video each one in natural light, and send you a private viewing link. You pick your favourite, we set it.

How do I find my ring size?

Three options: (1) order our free ring sizer kit by emailing us — it ships free worldwide; (2) measure an existing ring's inner diameter in millimetres and use our size chart; (3) visit a local jeweler for a professional sizing. Don't trust string-and-ruler tutorials — they're consistently a half size off.

Do you do free resizing?

Yes — first resize free within 12 months of delivery, up to two sizes either direction. We pay return shipping; you cover outbound. Some designs can't be resized (eternity bands, channel-set pieces, tension settings) — we'll flag that on the product page.

Can I order a half size?

Yes. Pick a custom size at checkout and enter the exact size you want (e.g. 6.25 or 6.5). All our pieces can be made in quarter-size increments at no extra charge.

Do you ship worldwide?

Yes — to 40+ countries, free of charge. Every parcel is fully insured, signature on delivery, end-to-end tracked. See the Shipping Policy for transit times by region.

Will I have to pay customs or duties?

Possibly — it depends on your country. We declare full value for insurance, and any import duty/tax is set by your local customs authority. For US orders under $800 there's typically no duty; EU orders under €150 are usually duty-free but VAT applies.

Can you ship to a different address?

Yes — enter a separate shipping address at checkout. For high-value orders we may call to verify the delivery address before despatch.

Can I track my order?

Yes — you'll get a tracking link as soon as your order ships. Logged-in customers can also see live status from the My Orders page.

Can I return a piece?

Stock pieces — yes, within 30 days, unworn and in original packaging with the lab cert. Custom and engraved pieces — only if the finished piece materially deviates from the agreed CAD or specification, since they're made specifically for you. See the Returns Policy for the full process.

Is there a warranty?

12 months against manufacturing defects (loose stones from prong failure, broken solder joints, plating wear in the first 6 months). Plus lifetime cleaning and polishing — send your piece in any time. Full details on our Care & Warranty page.

Do you offer an upgrade program?

Yes. When you're ready to upgrade — anniversary, milestone, change of taste — we credit 100% of the original piece value (excluding shipping/duties) toward a new piece of equal or greater value. The original lab certificate must accompany the trade-in.

What payment methods do you accept?

Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay. Larger orders can also pay via Stripe-hosted bank transfer or Payoneer. Buy-now-pay-later via Klarna and Affirm are available in select markets at checkout.

Is my payment information safe?

Card details never touch our servers — they're tokenized by our payment processors (Stripe, PayPal). The whole site runs on TLS 1.3 with 256-bit encryption.

Do you charge a deposit on custom pieces?

Yes — 50% non-refundable deposit when production begins, balance collected before despatch. We'll never charge the deposit until you've signed off on the CAD.

Can I pay in my local currency?

Yes — change the currency from the top-right of any storefront page. Conversion rates update daily; the price you see at checkout is the price you pay (your bank may add its own FX margin on the back end, depending on your card).

How do I clean my jewelry at home?

Lukewarm water, a drop of fragrance-free dish soap, a soft-bristle toothbrush. Soak for 5 minutes, gently scrub the gallery and underside of the stone, rinse, pat dry. For diamonds and sapphires that's plenty. For emeralds, opals, pearls, or oiled stones, skip the toothbrush and just wipe with a soft cloth.

Can I wear my ring while showering or swimming?

We don't recommend it. Soap residue dulls the stone and chlorine eats away at the prongs over time. Last on, first off — apply lotion and perfume before putting jewelry on, take it off before water.

How often should I have it inspected?

Once a year. Send it in for a free check-up — we re-tip prongs, tighten anything loose and re-rhodium-plate (if applicable) before a stone is lost. Just covers your return shipping.

Where are you based?

Our atelier is in Bangkok, Thailand. We've been making fine jewelry since 1986. Visiting Bangkok? You're welcome at the workshop by appointment — just drop us a line first.

Do you wholesale?

Yes — we work with a small number of wholesale and trade clients globally. Email hello@example.com with a quick line about your business and we'll send our trade pack.

How do I contact you?

WhatsApp is the fastest — tap the green button bottom-right, usually a reply within 10 minutes. Or email hello@example.com for a reply within one business day. Full options on our contact page.