FAQs

For custom orders unfortunately, once you have placed your order it cannot be changed or cancelled. This is because our team processes your order right away. For non-custom orders we can make changes or cancellations if your order has not yet been fulfilled.

If your order has not yet been fulfilled please reach out to us and we can make an address change for you

NON-CUSTOM ORDERS Orders are typically shipped within 2 business days, but please allow up to 5 business days for processing.CUSTOM ORDERS Orders are typically shipped within 3 business days, but please allow up to 8 business days for processing.NON-CUSTOM ORDERS Delivery time: 12-25 business days.CUSTOM ORDERS Delivery time: 15-30 business days.Once your order has shipped, you will receive an email with tracking information.To check the status of your order, please log in to the Help Center.

Shipping internationally does mean that you may be required to pay customs and import taxes. All international customers are responsible for the customs rates within their own country. For further information, we recommend contacting your local customs office.

We understand that sometimes the post office will lose a package. We offer refunds or replacements if your package got lost in the mail. Your tracking must not have been updated for at least 30 days to qualify.

CUSTOM ITEMS Due to the nature of the product we unfortunately can't cancel custom orders. We process orders immediately. We do offer replacements or returns for damaged custom items. Damaged Items include: markings/spots on your photo that weren't on your uploaded photo damaged or defective gem Damaged items do not include: Blurry images caused from a low resolution photo uploaded Items with no visible markings/spots If an item is damaged you must send in a picture/video before we offer a replacement or refund. If you want to get a refund you must return the product. NON-CUSTOM ITEMS You may return a product for up to 30 days from the date of delivery. Any product you return must be in the same condition you received it and in the original packaging. Please keep the receipt. Your refund will be issued upon receipt of the return merchandise to the original form of payment. If you would like to make an exchange, we will accept an exchange as long as you contact us within 30 days of the delivery date. We will either issue store credit for what was spent upon arrival or we will process the exchange for you. Refunds may take 3-7 business days to process, and may take longer depending on your financial institution.