Help centre
Support
Answers to what buyers ask most. If something is not covered here, write to us and a person will reply.
Ordering and payment
Add a piece to your cart and check out. The total is recalculated on the server before payment, and the piece is held for you while you pay. If payment is not completed within 30 minutes the hold is released automatically.
Identity checks on high-value orders
Orders above the regulatory threshold need identity verification before they can ship. You will be prompted to submit the details after payment. The order waits while the check runs, and is refunded in full if it cannot be cleared.
Delivery and receipt
The shop ships once it has accepted your order, and adds a tracking number you can follow from your orders page. Confirm receipt when the piece arrives; otherwise the order is confirmed automatically after 14 days.
Returns and refunds
Request a return within the window shown on your order, by default 7 days from delivery. Send the piece back to the shop, and the refund is issued once it passes inspection. If inspection fails you can open a dispute for the platform to arbitrate.
Verifying a certificate
A piece that carries a certificate shows it on the product page, and the certificate link opens the public record for that exact number. If you are holding a certificate rather than browsing, go to Verify a certificate and type the number in. A genuine one always resolves; an unknown number returns nothing. A stone can only ever hold one certificate.
Getting in touch
For a question about one specific piece, use "Ask the jeweller" on that product page. It opens a private thread with the shop, and every thread is listed under your enquiries. If something is wrong with an order, open the order to request a return; where the outcome is disputed the platform arbitrates.