- What is the status of my order? If part of your order is custom-made jewelry, please allow between 3-20 business days to handcraft to perfection (usually done sooner). All orders under Ready To Ship Gifts and Flash Sale will ship within 24hrs. We will update your tracking# and email you when your order is good to go. If you have a need-by-date, please email our team so we can rush your order.
- Where is my order confirmation? Please check your email or your spam folder. If you opt to receive SMS, please check your messages. Order confirmation gets sent almost immediately after receiving your order.
- Can you expedite my shipping? Yes, we can. Just ask nicely. Please provide a realistic deadline and we will be happy to expedite your order for free.
- I no longer want my order. How can I cancel it? We can cancel your order and issue a refund ASAP unless production has started. Please note that our team works very hard to create CAD, personal drawings, mould, wax, mount, cut stones, etc for your order, so cancellation can only be made if production hasn't started.
- Can I modify my custom order? All custom made to order pieces can be modified if production hasn't started. Modification such as change of metal, color of stone, resize, stone shape, etc may be subject to a modification fee if our team has started creating your order.
- What is your return and exchange policy? We accept returns and exchanges for all regular orders within 30 days. All sales are final for custom-made orders unless you purchased Seel Return Assurance. Please email us a clear photo of the item/s to initiate return/exchange.
- Do I need BDNY Buyer Protection? We highly recommend buyer protection for all qualifying orders. This protects your package against loss, damage, and delay. We'll also insure your package for free. When you’re paying that much for a piece of beautiful custom jewelry, you want the extra coverage especially these days when porch pirates have gotten out of hand and steal your packages or someone breaks it while in transit. You just don’t know. Why would you not protect yourself and your purchase?
- Do you offer repairs? Yes, we offer free repairs, replating, professional cleaning, stone resetting, and more. Check our warranty terms here.
- Can I visit your store in New York? Please schedule a virtual appointment with our designers.
- I ordered an incorrect ring size, can you resize it? Yes, we can resize your ring depending on the design.
- I ordered a silver ring with black/gold overlay, will the plating wear off? Gold or black plating is a temporary finish only. The longevity depends on the wearer. To avoid this issue, we highly recommend you consider upgrading to solid gold or purchase silver without overlay. You can check more info here.
- Did I just get scammed? I emailed many times over the weekend, how come no one emailed me back?! Hell no! You did not get scammed. Please note we answer all emails within 24hrs except on weekends or US holidays. Our small team of military spouses work tirelessly to make your shopping experience special and we promise to get back to you as soon as possible. In the meantime, you can read our reviews on our website or check our Etsy store to see what our customers have to say about us. Check here.
- I am filing a dispute! Hold up, there is no need to do that. Contact our team instead so we can resolve the issue ASAP. You can also get refunded faster and maybe you keep the items without commiting a friendly fraud. Please note that all friendly frauds, disputes and false chargeback are being monitored closely by our legal team. We would rather resolve any issues with you than opening a case. If you need a free ring for your wedding, you can contact our team for more info. We have a FREE RING FOR YOUR WEDDING program for our US military servicemen and women and for those who cannot afford to buy one.
- All other info can be found on our full FAQ online.
- Lifetime Diamond Service
- High-quality and Ethically sourced Diamonds
- Hassle-free Returns and Exchanges
- 30- Day Money-back Guarantee
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- Stunning and Unique Pieces
- Exceptional Craftmanship
- Personal Jewelry Designer
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For faster processing, please email us your order# along with a clear photo of the item you are inquiring or having issues with.
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