For custom orders unfortunately, once you have placed your order it cannot be changed or cancelled. This is because our team processes your order right away.

For non-custom orders we can make changes or cancellations if your order has not yet been fulfilled. 

Orders are sent directly from our Chicago, USA warehouse. Shipping costs are affordable and vary depending on the size and weight of your order, and are calculated at check out. We provide excellent, reliable shipping services within the United States, to Canada, and the rest of the world. All shipping services include tracking information.

After your order has been successfully placed, you will receive a confirmation email. Once it has been shipped, you will receive a second email containing your tracking information. Please allow up to 24 hours for your tracking information to be updated.

For the best quality photo we suggest having your photo at least 1,000 x 1,000 pixels. If you have questions regarding if your photo is of quality please reach out to our team and we will let you know!

For photos under 400 x 400 pixels we will reach out to you for you to provide a new photo. If we do not hear back from you, your order will be auto processed and we will make your order with the photo you provided. We are not responsible if your photo turns out blurry.

Low-resolution or photos are too zoomed in may result in a poor quality photo inside your custom gem

We offer free replacements for damaged items. 

Damaged items include:

• markings/spots on your photo that weren't on your uploaded photo
• damaged or defective gem

Damaged items do not include:

• Blurry images caused from a low resolution photo uploaded
• Items with no visible markings/spots

If an item is damaged you must send in a picture/video before we offer a replacement or refund

CUSTOM ITEMS

Due to the nature of the product we unfortunately can't cancel custom orders. We process orders immediately. We do offer replacements or returns for damaged custom items. 

Damaged Items include:

• markings/spots on your photo that weren't on your uploaded photo
• damaged or defective gem

Damaged items do not include:

• Blurry images caused from a low resolution photo uploaded
• Items with no visible markings/spots

If an item is damaged you must send in a picture/video before we offer a replacement or refund. If you want to get a refund you must return the product.

NON-CUSTOM ITEMS

You may return a product for up to 30 days from the date of delivery. Any product you return must be in the same condition you received it and in the original packaging. Please keep the receipt. Your refund will be issued upon receipt of the return merchandise to the original form of payment.

If you would like to make an exchange, we will accept an exchange as long as you contact us within 30 days of the delivery date. We will either issue store credit for what was spent upon arrival or we will process the exchange for you. 

Refunds may take 3-7 business days to process, and may take longer depending on your financial institution. Refunds for orders that used Afterpay may also take longer to process.

We have a team of jewelry designers and 3D artists, as well as a team of design consultants. When you start a consultation with us, you’ll be paired up with one of our design consultants who will help you flesh out the details of your design, as well as weigh various options.

Once your design consultant has the information they need, they’ll work with our team of artists to produce sketches and renderings of your piece based on the information you’ve given us. You’ll have a chance to review the design and offer feedback - and we’ll keep designing until you’re happy.

If your order has not yet been fulfilled please reach out to us and we can make an address change for you