Experience Website-15 in Person — By Appointment at Our New York Showroom
Hand choosing a diamond ring from a tray of rings in a showcase
Client Care

With You, From First Look to Forever

Whether you are choosing a stone, tracking a delivery or caring for a piece you have worn for years, our concierge team is here — personally, at every step.

Track My Order Start a Return Payment Help Talk to a Concierge
Smiling concierge wearing a headset by a bright window
Raise a Concern

Tell Us What You Need

Questions, returns, repairs or feedback — every message reaches a real person, and we reply within one business day.

Your Journey With Us

Every Step, Taken Care Of

Here is exactly what happens — and who helps you — from the moment you start looking until long after your piece arrives.

  1. Client trying on a ring at a jewelry counter
    Step 1 · Discover

    Choose Your Piece

    Browse by category, shape and metal, or visit the atelier to see stones in natural light.

    • Diamond shape & metal filters
    • Ring-size guide and free sizer
    • Live chat with the Diamond Concierge
    Browse the Collection
  2. Jeweler presenting a ring box to a client across the counter
    Step 2 · Advise

    Personal Consultation

    A jeweler answers every question — cut, clarity, certificates, budget — in store or on video.

    • In-atelier or virtual appointment
    • Side-by-side stone comparison
    • Grading certificate walkthrough
    Book an Appointment
  3. Client paying by card at a payment terminal
    Step 3 · Secure

    Order & Payment

    Checkout is encrypted end to end. You receive an order confirmation and invoice by email immediately.

    • Major cards & secure online payment
    • Instant confirmation & invoice
    • Billing questions answered same day
    Payment FAQs
  4. Jeweler inspecting loose gemstones on a sorting tray
    Step 4 · Craft

    Crafting & Quality Check

    Your piece is set, polished and inspected stone by stone before it is approved to leave the bench.

    • Hand-setting by master jewelers
    • Multi-point quality inspection
    • Photos on request before dispatch
    About Custom Pieces
  5. Gold bracelet presented in an open jewelry box
    Step 5 · Present

    Signature Packaging

    Every order is boxed in our signature case with its certificate, care card and an optional handwritten note.

    • Signature presentation box
    • Certificate & care guide included
    • Gift note and discreet packing
    Gifting Options
  6. Courier handing a package to a client at her front door
    Step 6 · Deliver

    Insured Shipping & Delivery

    Fully insured, signature-required delivery with live tracking from our door to yours.

    • Tracking link by email & SMS
    • Signature on delivery
    • Delivery issues resolved first
    Track My Order
  7. Parcel being handed over at a doorway for collection
    Step 7 · Adjust

    Returns & Exchanges

    Not quite right? Start a return or exchange within the return window and we arrange an insured pickup.

    • Insured return pickup
    • Exchange, resize or refund
    • Refund to the original payment method
    Refund Policy
  8. Jeweler polishing a link chain with a rotary tool
    Step 8 · Care

    Warranty, Cleaning & Repairs

    Complimentary cleaning and inspection, plus repairs and re-tipping to keep every stone secure for life.

    • Complimentary cleaning & inspection
    • Repairs, re-plating and re-tipping
    • Resizing for pieces we made
    Request a Repair
  9. Two clients admiring gold jewelry on a marble table
    Step 9 · Share

    Review & Feedback

    Tell us how we did. Every review is read by our team, and every concern is answered personally.

    • Review your piece and service
    • Share photos wearing it
    • Direct line to our care manager
    Leave Feedback
  • InsuredShipping on every order
  • 30 DaysReturns & exchanges
  • LifetimeCleaning & inspection
  • 24 hReply to every concern
Answers

Frequently Asked Questions

Use our printable size guide, request a complimentary ring sizer, or have a jeweler size you in the atelier.