Questions, answered plainly

Find the stone on the catalog, click Add to Cart, and the stone is reserved for you for 30 minutes while you check out. You can also message us on WhatsApp or email for a private showing, remote video viewing, or a quote that includes a custom setting.

Two things, simultaneously. First, the stone is flipped to RESERVED in our inventory — no other buyer can add it to their cart while yours is active. Second, the price (in USD) and the FX rate for any display currency you're seeing are locked for 30 minutes. If the stone is still in your cart after 30 minutes and you haven't checked out, the reservation auto-releases and the stone returns to the public catalog.

The 30-minute cart hold is automatic. Beyond that, we offer a manual hold for qualified clients (existing customers, verified dealers, high-value orders) of up to 7 days. Ask us on WhatsApp — we'll need a refundable 10% deposit for holds longer than 72 hours.

International parcels go via DHL Express or Malca-Amit (for high-value stones), fully insured at the declared value, under HS code 7103 (precious stones — natural), with DAP (Delivered at Place) Incoterms. We handle all export paperwork. You receive a tracking number the day the parcel ships.

Yes, with two exceptions. We do not ship stones of Myanmar (Burmese) or Russian origin to US addresses — US Executive Order 14068 and the JADE Act prohibit this trade. Our checkout detects and blocks the combination automatically. For all other origin/destination pairs, if courier services operate, we ship.

From Bangkok: typically 3–5 business days to the US, UK, EU, GCC, and Hong Kong; 4–7 days elsewhere. From Dubai: 2–4 days to Europe and GCC; 4–6 days further. Customs clearance adds 0–2 days depending on destination. High-value shipments (>$50K) use Malca-Amit and schedule an arrival window with you directly.

Catalog stones: 14-day return window from the delivery date. The stone must return in its original condition, with all certificates and packaging. Once we receive and verify it, we refund the full purchase price to the original payment method within 5–7 business days. International return shipping is your responsibility except for high-value orders (see below).

No. Bespoke commissions — one-of-a-kind cuts, custom settings, pieces made to your specification — are not eligible for return. This is standard across the luxury jewelry trade and we disclose it at the point of commission and again at final payment. Catalog stones remain fully returnable.

Any returned order above $10,000 USD ships back on our account, fully insured, with a prepaid Malca-Amit or DHL label we provide. Upon receipt, an independent gemologist inspects the stone before refund — this protects both you and us against a switched or damaged-in-transit return.

Every stone priced at or above $3,000 ships with an independent laboratory report — typically GRS (Gem Research Swisslab), SSEF, Gübelin, GIA, AGL, or IGI for diamonds. The lab and certificate number are shown on the product page, and the physical report accompanies the stone.

Yes — and we encourage it. Go to /verify, select the lab and enter the certificate number; most labs (GIA, GRS, SSEF, Gübelin) maintain public verification portals. You can also plug the number into our direct verification tool, which deep-links to the lab's own lookup page.

Credit and debit cards via Stripe (Visa, Mastercard, Amex — with 3D Secure authentication on orders above $1,000), PayPal, wire transfer (for orders above $10,000), and BitPay for cryptocurrency (Bitcoin, Ethereum, USDC). All settlement is in US dollars regardless of the display currency; your card's bank may apply conversion fees on top.

No. We declare the full insured value on every customs declaration, always. This is not a negotiable preference — it's how our insurance, our freight forwarders, and customs authorities in every jurisdiction we ship to work. Under-declaring would invalidate your insurance if the parcel were lost or damaged, and expose both parties to criminal liability for customs fraud.

Yes. Our bespoke practice covers engagement rings, commissioned pieces, one-of-a-kind settings, and complete custom designs. The process runs: free initial consultation → 3D rendering (two free revisions, then $100 per revision) → client approval → crafting (typically 4–8 weeks) → insured delivery. Intellectual property in the final design transfers to you upon full payment.

50% on project approval, the remainder before shipping. For high-value commissions (>$50K) we can split payments across the milestones (render, wax, stone-setting, delivery). Custom commissions are not returnable once the render is approved — please see the bespoke returns clause in our terms.

All our natural diamonds ship with Kimberley Process documentation and originate from Kimberley-compliant sources. We do not sell diamonds of Russian origin to the United States (G7 sanctions, effective March 2024). Lab-grown diamonds carry no mining provenance by definition and are clearly labelled as such in the catalog and on the invoice.

For orders up to $10,000 — no, a guest checkout with a valid email address is sufficient. For orders at or above $15,000 we require a verified account with basic KYC documentation (ID and proof of address); at $50,000+ we additionally require source-of-funds documentation. Creating an account also unlocks your order history, saved addresses, wishlist sync across devices, and our VIP program once you cross the threshold.