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FAQs

 

When will I receive my purchase?

All off our creations are handmade to your personal specifications of ring size, metal, and center stone selections.  This means that we do not have your ring in stock and we have to manufacture it after your order is placed.  Our current production time is approximately 1-2 weeks from the time your order is placed to the time it is shipped.  Our team will contact you within 48 hours of your purchase to confirm your expected ship date!


Preferred Payment?

We accept Visa, Master Card, American Express, Discover, Paypal and Apple Pay. 

FINANCING

We offer financing through Synchrony Bank.  Please contact us for the application and current interest-free options!


Shipping?

Shipping Domestic:

Orders within the United States will be shipped Fed Ex or UPS with proper insurance and tracking information.  At check-out you will be able to select either Priority 2-day shipping or Priority Overnight.  All shipments require an adult signature for delivery.

Shipping International:

All orders shipped internationally are subject to customs/VAT fees depending on the country. We are not responsible for such fees so please research your countries potential fees before placing your order. 

International orders are shipped Fed Ex Priority and can take up to approximately 3-6 days depending on customs.


Returns?

We want you to be thrilled with your jewelry.  If for any reason you are not, please contact us immediately with your concerns.  We know how important these purchases are and take your absolute satisfaction to heart.  

Returns are accepted within 7 days of receipt as long as the jewelry is unworn and is accompanied by all warranty cards, boxes and original packaging.  We will refund the full purchase amount minus a 10% recycling fee and shipping.  Please contact us prior to shipping so that we can provide you with an insured shipping label.  

Custom designed pieces are non-refundable.


Warranty?

We take a great deal of pride in our craftsmanship and will certainly stand behind our work by offering a 1-year warranty protecting your jewelry from manufacturing defects. All jewelry should be examined on a regular basis. Please be nice to your jewelry! Avoid harsh chemicals, lotions, hairsprays and detergents.  We do not recommend exercising, sleeping, swimming or showering in your jewelry.  We recommend having your jewelry tightened and cleaned at least once a year. This warranty does not protect against jewelry that is intentionally damaged, worn irresponsibly, or altered by another jeweler.  For example: If you order your ring in a size 6.5, have a local jeweler size your ring to a 4.5 and begin having issues with your smaller diamonds popping out of the setting, we will not be responsible for repairs.  We can only guarantee our own work. Cleaning, tightening and repair work is free during the first year. Please send us your jewelry before your wedding day so that we can make it look perfect! We want to be the ones to maintain and help you take care of your jewelry, so please do to hesitate to contact us!

 

How does the Repair/Warranty Work?

If you need a repair or warranty check on your piece, please contact a team member, and they will be happy to assist you with the process! We will take a $50.00 deposit before you ship your item to The True Gem.  This deposit will cover the cost of shipping the item and an evaluation by our expert jewelers to determine if the damage is covered under our warranty. This fee will be refunded in full, and return shipping is complimentary on all warranted repairs.  Repairs that are not covered under the lifetime warranty will have a price quoted to the customer for approval.  If approved, the deposit will be applied to this repair.  If the customer chooses not to perform the repair, the deposit will be applied to cover the shipping charge back to the customer after evaluation.

 

FULL TERMS AND CONDITIONS OF THE TRUE GEM LIMITED LIFETIME WARRANTY ARE POSTED HERE ON OUR WEBSITE https://www.thetruegem.com/faq/.  THE LIFETIME LIMITED WARRANTY IS EFFECTIVE AS OF THE DATE OF PURCHASE.  ALL WARRANTIES MUST BE REGISTERED ONLINE WITHIN 30 DAYS OF PURCHASE.

 

Why Lab Grown Diamonds?

 

The world is changing and for the better!  We are now able to grow a diamond in a laboratory and have that rough diamond cut in the same manner using the same techniques practiced on earth-mined diamonds. Lab grown diamonds and earth-mined diamonds have the same physical, chemical and optical properties. They are the same material, and they act the same ways under the same conditions. They are both faceted and polished in the same manner by skilled diamond cutters. The difference is that one is mined from the earth and the other grown in a lab. Both are diamonds. So now we can enjoy the incredible beauty of diamonds without the environmental impact or the involvement in obvious human rights violations that we all know have always existed in this industry, and still persist. This is a huge part of who we are at The True Gem.  We believe that this is incredible opportunity to make an impact and influence positive change in the world that reaches lives and everywhere. 

 

Ring sizing needed?

Please have your finger professionally sized by a local jeweler prior to placing your order, if possible.  We do not believe in compromising on structural integrity, and certainly want to make your ring correctly the first time! 

If you are needing your new ring sized, we provide a complimentary resizing for most* engagement rings and wedding bands within the first year from the date you receive your ring(s).  After the first year please contact The True Gem for an estimate to size your ring(s).  If a new ring has to be made in order to accommodate a different finger size that is outside of our sizing tolerances for each design, we offer a 30-day exchange policy for your convenience.  If a ring needs to be sized beyond our tolerances, requiring the production of a new ring after the 30-day exchange policy, a recycling fee of (10%) of the cost of the ring will be charged to the customer.  Please contact us with any further questions.

*Some of our ring styles cannot be resized due to their design.  For example, diamond and gemstone eternity rings, milgrain or ornate bands, or alternative metals cannot be resized.  Also, we are NOT able to size any of our designs beyond (1) full finger size up or down to ensure structural integrity.  Please also note that any sizings and/or repairs done by any company other than The True Gem will VOID any and every warranty on your purchase.