Customer care
Good questions.
Clear answers.
From choosing a diamond to finding an order.
A few things you might be wondering about.
All questions
12 answers
Where do I start?
Pick a type of piece you already enjoy wearing, then compare the metal, diamond details and size on its product page. Our guide to the 4Cs explains the diamond basics.
Are lab-grown diamonds diamonds?
Yes. Laboratory-grown and natural diamonds share essentially the same chemical, physical and optical properties. Their origin is different. Check the individual product details and read our guide to both origins.
Are all the photographs of the exact pieces?
Images labeled “Illustrative image” are AI-generated concepts, so the actual product design may differ. Editorial images show styling inspiration. Generated store concepts are labeled separately and are not photographs of the real store.
Can I visit the store?
Store details and photographs are being confirmed. Our store-information section will show the address, hours and location once they are available.
Where can I check shipping and returns?
Read the shipping policy and returns policy before ordering. If a detail you need is missing, contact us to confirm it first.
How can I track my order?
Open your orders and select the order you want to check. If you received a tracking link by email, open the complete link from that email. The order-tracking page explains both options.
What if I cannot find my order confirmation?
Check your order history using the account associated with your purchase. If an order is missing or you see a charge without an order, contact us before attempting another payment. Include your order reference if you have one.
What should I send with an order question?
Include your order number, the email used at checkout and a short description of the issue in the contact form. Do not include your full payment-card number or security code.
How do I start a custom-design enquiry?
Use the custom-design form to describe the piece, your preferred metal, budget and timing. You can include one reference image. Sending an enquiry does not place an order; design, pricing and timing need to be confirmed.
Can I upload a reference photograph?
Yes. The custom-design form accepts one JPG, PNG or WebP image up to 5 MB. Choose an image you have permission to share. It is uploaded only when you send the enquiry.
Where can I find cleaning instructions?
Start with the care instructions for your individual piece. Our diamond-care guide explains everyday precautions and what to check before cleaning.
What should I bring to a store visit?
A saved product link or reference photograph is a useful starting point. Confirm the actual store address, opening hours and any appointment arrangements through the store-information section before traveling.
Prefer to see the details?
Our guides bring diamond choice and everyday care together.