We're all about crafting your perfect piece with trust and a whole lot of sparkle. Our policies are straightforward because we want you to feel great about choosing us. Here's the scoop on how we handle custom orders, refunds, and everything in between:
Getting Your Custom Vision Started
Every piece is 100% custom, which means we start from scratch just for you. To get the ball rolling, we require a 50% non-refundable upfront deposit. This deposit fuels the 6-8 weeks of building your dream piece—from sourcing the perfect diamond to crafting every detail.
Your Say Matters
Share your vision with us—pictures, sketches, jewelry ideas, whatever inspires you. We'll create a 3D CAD design for you to review, and you'll have time to tweak it until it's exactly what you want. Once you approve, we move forward. If we can't meet your vision at this stage, we'll refund your deposit—no hard feelings.
Crafting & Finishing
Once approved, we spend 6-8 weeks setting your diamond and perfecting every detail—the band, the prongs, everything. When it's done, we'll send you sneak peek photos and videos. After you make the final 50% payment, we ship your piece via insured 2-day FedEx in our special "Diamond Hideout box" with an authenticity note. If something doesn't match what we promised in the pictures, we'll fix it before it ships—guaranteed.
Keeping It Final
Custom pieces are non-returnable or exchangeable after shipping because they're made specifically for you. However, if something's off during the pre-shipment peek (like it doesn't match the approved CAD), we'll correct it or restart at no extra charge.
Extras Like Appraisals or Jewelers
Want an appraisal? We can add that (adds about a week, and there's a fee). Prefer to send the diamond to your jeweler? We can do that for a small charge, but after that, your jeweler is responsible.
We keep your diamond certifications (IGI or GIA) safe and share all the details when you ask. Every step is double-checked for ethical lab-grown brilliance, and we're committed to making sure you're happy within our policies.
