FAQ's
Frequently Asked Questions
Payment Options
Secure
payment options available at checkout may include:
- Shop Pay
- PayPal
- Affirm
- Major credit cards
Available
options may vary depending on your location, order amount, eligibility, and the
payment provider’s approval process.
Affirm
may allow eligible customers to divide a purchase into payments, subject to
approval and availability.
If Affirm does not appear during checkout, it may not be available for your
location or order.
Your order begins processing after payment has been successfully completed and
approved.
For made-to-order jewelry, production begins after we also confirm the important
order details, such as ring size, metal color, bracelet length, necklace
length, diamond details, or selected customization.
No. Shop Pay, PayPal, Affirm, and similar payment services are operated by
independent third-party providers.
Their approval decisions, payment terms, security practices, availability, and
policies are controlled by the individual provider and are subject to that
provider’s terms and conditions.
Shipping and Delivery
No. Some pieces are available as Ready to Ship, while others are made to order
based on the selected design, metal color, size, diamond details, or other
options.
Each product page will show whether the item is Ready to Ship or made to order
before you complete your purchase.
Ready-to-Ship items are typically delivered within approximately 10 days.
Delivery timing may vary depending on the destination and carrier schedule.
The production time for a made-to-order piece depends on the design, metal, ring
size, diamond details, and production requirements.
The estimated timeline will be displayed on the product page, in your cart, and at
checkout before you place your order.
Once your order is complete and ready to ship, delivery within the United States
typically takes approximately two to three business days.
U.S. orders are shipped with FedEx from New York City. Delivery timing may vary
depending on the destination and FedEx schedule.
Yes. Glam & Gems offers complimentary shipping on all orders.
Yes. You will receive tracking information after your order has shipped.
Please
allow some time for the tracking link to update after it has been created by
the carrier.
Yes. Glam & Gems ships internationally to select countries and regions.
Available destinations will appear during checkout. If your country is not listed,
contact our team and we will review whether delivery is available to your
location.
No. Product prices do not include import duties, VAT, customs charges, brokerage
fees, or other taxes required by the destination country unless specifically
stated otherwise.
These charges are determined by the destination country and are the customer’s
responsibility.
Contact us as soon as possible if you need to update your address.
For Ready-to-Ship orders, address changes can usually be requested within two to
three days after the order is placed.
For made-to-order pieces, address changes can usually be requested within five to
seven days after the order is placed.
Once an order has shipped, we may no longer be able to change the delivery address.
Expedited timing may be available for select designs, depending on the item and its
production requirements.
Contact us before placing your order if you need the jewelry by a specific date. We
will review the design and let you know whether a shorter timeline is possible.
A signature may be required for security.
Signature requirements can depend on the order value, delivery destination, and FedEx
rules. If no one is available to sign, FedEx may attempt delivery again.
We do our best to provide an accurate estimated timeline based on the requirements of each piece.
Occasional delays may happen because of production needs, quality-control requirements,
carrier timing, or circumstances outside our control. Our priority is to make
sure your jewelry is completed beautifully and meets our quality standards.
We will
keep you updated if there is a meaningful delay.
Yes. All Glam & Gems orders are insured while in transit.
If a package is lost or damaged during transit, our team will work with the carrier
and insurance provider to review the claim. Once the claim is approved, we will
help arrange a replacement or another appropriate resolution at no additional
cost.
Your jewelry will be placed in a customized jewelry box designed for the specific
type of piece.
The jewelry box is then packed inside a larger hardcover box along with any
included diamond certificate, appraisal, complimentary gift, or additional
materials. The complete package is securely placed inside a FedEx shipping box
for delivery.
Yes. You can enter a shipping address that is different from your billing address
during checkout.
Returns and Exchanges
Eligible items may be returned within 30 days of receiving the order.
To begin a return, contact our customer-service team by email within the 30-day
period. Do not send the jewelry back before receiving return instructions from
Glam & Gems.
Returned jewelry must be:
- Unworn
- Unused
- In the same condition
in which it was received - Returned with all
original packaging and documents
Items showing signs of wear, damage, resizing, engraving, modification, alteration,
or third-party work may not be eligible for return.
The item must be returned with all materials originally included with the order,
such as:
- Original packaging
- Diamond certificate
- Gemological appraisal
- Included paperwork
- Promotional items when
required
A return missing its original packaging or documents may not qualify for a full
refund.
Yes. Eligible Ready-to-Ship jewelry may be returned within 30 days of delivery,
provided it meets all return conditions.
Yes. A standard made-to-order piece may be eligible for return within 30 days of
delivery.
No. A ring made in your selected size is not automatically considered custom for
return purposes.
It may
still be eligible for return as long as it has not been resized after
production, engraved, modified, altered, exchanged, or marked as final sale.
No. Choosing an available metal color does not automatically make a piece custom
for return purposes.
The item may still be eligible for return provided it meets all other return
requirements.
Yes. A made-to-order engagement ring may be eligible for return within 30 days of
delivery as long as it meets the return conditions.
The following items are not eligible for return:
- Items returned outside
the 30-day return period - Worn or used jewelry
- Engraved items
- Resized items
- Modified or altered
items - Jewelry repaired or
serviced by another jeweler - Personalized pieces
- Fully custom designs
or pieces altered at the customer’s request - Previously exchanged
items - Final-sale items
Email our customer-service team within 30 days of receiving your order.
Include:
- Your order number
- The item you would
like to return - The reason for the
return
Our
team will review the request and provide return instructions if the item is
eligible.
Once received, the jewelry will be inspected by our gemologist.
The inspection is usually completed within 24–48 hours and confirms whether the
item meets the return conditions.
Once the return passes inspection, the refund will be processed to the original
payment method.
Your bank or payment provider may require additional time to post the funds to your
account.
Glam & Gems does not refund import duties, VAT, customs charges, brokerage fees,
or other international import costs.
Any request to recover these charges must be made directly through the appropriate
customs authority, government agency, or carrier.
Exchanges may be available to customers within the United States, provided the item meets all return-eligibility requirements.
Engraved, resized, modified, altered, previously exchanged, or final-sale pieces are not eligible for exchange.
International exchanges are not currently available.
Contact us immediately if your order arrives damaged, incorrect, or appears to have a
manufacturing issue.
Our jewelers will inspect the piece. If the issue is confirmed to be covered by the
manufacturing warranty, Glam & Gems will repair the covered damage or
replace the item at no additional cost.
Comparison purchasing means ordering multiple pieces with the intention of keeping one and returning the others.
Because many Glam & Gems pieces are made to order, we reserve the right to limit or refuse returns when we reasonably believe an order was placed for comparison
purchasing or return abuse.
Our team can provide additional photos, videos, measurements, and guidance before you order to help you choose confidently.
If your order included a complimentary gift, the gift must be returned with the
qualifying item in its original condition.
If the gift is not returned, its retail value may be deducted from your refund.
Complimentary gifts cannot be returned for a refund, exchanged, or replaced if they are lost, stolen, misplaced, or damaged after delivery. They are not covered by our
warranty, Glam Protection plans, or repair services.
Customizing a Glam & Gems Design
Yes. Our Refine a Design service allows you to request adjustments to an existing Glam & Gems design.
Depending on the piece and its structure, options may include:
- Diamond shape or carat
weight - Metal type or color
- Prong style
- Setting style
- Band width
- Hidden halo
- Accent diamonds
- Necklace or bracelet
length - Design proportions or
structural details
Our team will review the request and confirm what is possible.
Submit the product link or product name and describe the changes you would like to
make.
You may also upload inspiration images or book a private consultation to discuss your
preferences.
Yes. We can help you select a diamond according to your preferred shape, carat weight, color, clarity, proportions, certification, and budget.
Contact us immediately if you need to request a change.
Once production has begun, changes may not be possible. An approved change may
require an additional charge, extend the production timeline, and affect the
item’s return eligibility.
Selecting standard options offered on the product page, such as size or metal color, does not automatically make the item final sale.
However, a piece that is modified, personalized, engraved, structurally altered, or changed during production at your request may not be eligible for return.
Return eligibility should be confirmed before approving the customization.
Customs Orders
Yes. Through our Design Your Own service, we can create a piece based on your idea,
inspiration, or personal preferences.
You may submit photographs, sketches, references, or a written description of the
design you have in mind.
The process generally includes:
- Sharing your idea and
inspiration - Selecting the diamond,
metal, setting, and proportions - Confirming the final
design and quote - Creating the 3D design
- Casting the piece
- Completing the setting
and craftsmanship - Cleaning, polishing,
and inspecting the jewelry - Packaging and insured
delivery
The exact process may vary depending on the design.
The timeline depends on the complexity of the design, the selected materials, and
the production requirements.
An estimated timeline will be provided after the design details have been
reviewed.
A fully custom-designed piece, personalized item, or design structurally altered according to the customer’s instructions is not eligible for return.
We will confirm the design, price, timeline, and return eligibility before production
begins.
Engraving may be available depending on the design and the space available on the piece.
Engraved jewelry is not eligible for return.
Manufacturing Warranty
Yes. Glam & Gems fine jewelry includes a complimentary one-year manufacturing
warranty beginning on the date of delivery.
The warranty covers confirmed defects related to how the jewelry was made.
If our jewelers determine that an issue resulted from a manufacturing defect, Glam
& Gems will repair the covered damage or replace the item at no additional
cost.
Contact our team if you believe your jewelry has a manufacturing issue.
Once we receive the item, our jewelers will inspect it and determine whether the issue
is covered.
If it is covered, we will repair or replace the piece at no cost. If it is not
covered, we will provide a repair quote for your approval before completing any
work.
The manufacturing warranty does not cover:
- Normal wear and tear
- Loss of gemstones
- Loss of the jewelry
item - Theft
- Accidental damage
- Damage caused by
improper care - Damage caused by
pressure, impact, or trauma - Damage caused by
continued wear after the jewelry shows signs of needing repair - Damage caused by
failure to complete necessary maintenance - Repairs, resizing, or
services performed by another jeweler
Discoloration caused by chemicals, makeup, lotions, perfume, swimming pools, hot tubs, bathing, or cleaning products is not considered a manufacturing defect.
Prongs naturally wear over time and may eventually require maintenance or restoration.
A prong that catches, bends, wears down, or becomes damaged through daily wear,
pressure, or impact is not normally considered a manufacturing defect.
The loss of a gemstone caused by normal wear, impact, trauma, pressure, damaged
prongs, accidental damage, or lack of necessary maintenance is not covered by
the manufacturing warranty.
Independent jewelry insurance is recommended for protection against loss, theft, or
significant accidental damage.
A repair, resizing, adjustment, or service performed by a jeweler other than Glam
& Gems may void the warranty.
Contact us before allowing an outside jeweler to work on your piece.
Glam Protection Plans
Every Glam & Gems jewelry purchase includes Included Glam Protection — 1 Year
at no additional cost.
It includes:
- Manufacturing-defect
coverage for the first year after delivery - One complimentary
resizing, subject to design eligibility
Premium Glam Protection — 3 Years costs $299 and provides extended maintenance services.
It includes:
- Complimentary resizing, subject to design eligibility
- Annual professional cleaning
- Annual rhodium replating for white-gold jewelry
- Diamond-upgrade eligibility, subject to approval and plan terms
Premium Glam Protection Plus — 5 Years costs $499 and provides the same maintenance benefits for a longer period.
It includes:
- Complimentary resizing, subject to design eligibility
- Annual professional cleaning
- Annual rhodium replating for white-gold jewelry
- Diamond-upgrade eligibility, subject to approval and plan terms
No. Manufacturing-defect coverage applies during the first year from the delivery
date only.
The three- and five-year plans provide extended care and maintenance benefits but do not extend manufacturing-defect coverage beyond the first year.
No. Resizing eligibility depends on the design, setting style, structure, and
condition of the piece.
Certain eternity bands, intricate settings, and other designs may not be safely
resizable.
No. Rhodium replating applies only to eligible white-gold jewelry.
Diamond upgrades are subject to Glam & Gems approval and the specific terms of the
selected protection plan.
Eligibility does not guarantee that every diamond or piece can be upgraded.
Yes. All warranty and protection-plan services must be approved by Glam & Gems
before the jewelry is shipped.
Shipping coverage may vary depending on the customer’s location and the type of service requested.
No. Glam Protection provides the listed warranty, care, and maintenance services.
It does not replace independent jewelry insurance.
We recommend separate jewelry insurance for protection against loss, theft, or
significant accidental damage.
Our Lab-Grown Diamonds
Yes. Lab-grown diamonds are real diamonds.
They have the same chemical composition, crystal structure, hardness, brilliance,
and optical properties as mined diamonds. The main difference is their origin.
A mined diamond forms naturally beneath the earth, while a lab-grown diamond is created in a controlled environment using technology that recreates the conditions
under which diamonds form.
Both are crystallized carbon and possess the physical and optical characteristics of
a diamond.
Lab-grown and mined diamonds generally cannot be distinguished by looking at them.
Specialized gemological equipment is required to confirm a diamond’s origin.
No. Cubic zirconia and moissanite are diamond alternatives made from different
materials.
A lab-grown diamond is a real diamond made from crystallized carbon.
Lab-grown diamonds generally allow you to select a larger diamond or higher
specifications at a more accessible price than a comparable mined diamond.
This gives you greater flexibility to prioritize the size, shape, quality, and
setting that matter most to you.
Individual diamonds over 1 carat include an IGI grading certificate unless otherwise
stated on the product page.
Smaller accent diamonds and multi-diamond jewelry may be described by their total carat
weight and quality range.
Yes. Glam & Gems jewelry includes a gemological appraisal with the identifying
details and specifications of the piece.
No. Lab-grown diamonds do not become cloudy because of their origin.
Like any diamond jewelry, they can collect oils, lotions, soap, and residue during
wear. Professional or appropriate at-home cleaning helps restore their
brilliance.
Remove your jewelry before exercising, swimming, cleaning, bathing, sleeping, or using strong chemicals.
Store each piece separately and stop wearing it if you notice a loose stone, damaged prong, unusual movement, or another sign that repair may be needed.
Regular professional inspection and maintenance can help identify wear before it becomes more serious.
Still Have Questions?
Fine jewelry is personal, and not every question has a one-size-fits-all answer.
Contact our team or book a private consultation for help reviewing a design, selecting
a diamond, understanding your order, or creating a piece that feels right for you.
Contact us at 'cs@glamandgems.com' for help