Questions, answered

No. You can check out as a guest.

An account is useful if you want to track an order, keep your addresses, or look back at what you bought, but nothing requires it.

When we email you to say we have accepted it, not at the moment you pay.

That matters in a handful of cases: if a price on the site was wrong, if the stone you chose sold before your order reached us, or if we cannot verify the payment. In any of those we contact you before anything else happens.

Free within 48 hours of placing it. Email us with your order number, or simply reply to your order confirmation.

After 48 hours work on your order has started, so an order cannot normally be cancelled. If something has changed, email us anyway. We cannot promise anything, but we would rather hear from you than have you assume the answer is no.

We do not hold finished stock. Every piece is made for the order it belongs to, and work begins the next business day.

That is what lets us offer the range we do rather than a shelf of ready-made rings. It is also why the window is 48 hours and not 48 days.

Any time before your order ships. Email us with your order number and the new address.

Once a piece has shipped the address cannot be changed. That is a security rule on insured, signature-required shipments and no carrier will make an exception.

If production has not reached that stage yet, usually yes. Email as early as you can.

The earlier you write, the more we can do.

We contact you before doing anything. You can confirm at the correct price or cancel for a full refund.

We will not simply charge you the difference.

It is rare, and it is nearly always one of five things: the stone you chose sold first, we cannot verify the billing or delivery details, a pricing error on the site, the order looks like it is for resale, or we cannot lawfully ship to your destination.

If it happens we refund you in full straight away and tell you which of them it was.

On a high value order we sometimes ask you to confirm your identity or your billing details before we ship. It is routine, we do it to protect you as much as us, and we will always say exactly what we need and why.

Yes. Call +1 (551) 221-7987, Monday to Friday, 10 to 6 Eastern, and someone will take you through it.

Yes, three ways, whichever suits you.

Email hello@diaels.com, message us in the chat on the site, or call +1 (551) 221-7987, Monday to Friday, 10 to 6 Eastern. If it is easier on a call, say so and we will set one up.

A person answers all three. If you are stuck between two stones or two settings, this is the fastest way through it.

Sometimes, and we would rather you asked before you order than after.

Email us the date you are working to. Whether it is possible depends on the setting, the stone and what is already on the bench, so we will not promise it on a page. We will tell you honestly, one way or the other.

What we will not do is take the order and then miss your date quietly.

No. There is no home try-on and no replica service. Your piece is made and shipped straight to you.

The return window is what stands in for trying it on: 30 days from delivery, and the first return on an order ships free.

No, we do not do placeholder rings.

If you are working to a date, tell us before you order. We can often move faster than the page says, and we can hold a finished piece and ship it closer to the day.

All the major cards, plus Shop Pay, Apple Pay and Google Pay. Everything we accept is shown at checkout.

Yes. Checkout runs on Shopify's payment system. We never see or store your full card number.

When you place the order. If a payment fails or is reversed we may cancel the order and we will tell you.

If instalments are available for your order, Shop Pay will offer them at checkout as a payment option.

Availability and approval are decided by Shop Pay and its lending partners, not by us, and they depend on your country and your eligibility. We do not see the decision and we cannot influence it.

US dollars. Diaels is a United States company, based in New Jersey.

Sales tax is added at checkout where it applies, so you see the final figure before you pay.

On orders outside the United States, possibly. Import duties and taxes are set by your own country and are the recipient's responsibility. They are not included in your total.

We cannot calculate or pay them for you. If you are unsure what your country charges on jewellery, it is worth checking before you order.

No. One code per order, and codes cannot be combined.

A code also cannot be applied to an order that has already been placed.

We do not run a price match programme.

What we do instead is keep the pricing straightforward: no inflated list price, no permanent sale, and the same price whether you found us today or last month.

Yes. Using a code does not affect your right to return.

Your order returns on the normal 30 day terms and is refunded at the price you actually paid.

No. We do not run group discounts.

The reason is the same one behind not price matching: one price, no inflated list price to discount from, and the same price whether you found us today or last month.

Yes. If you would rather let someone choose their own piece, a gift card does that.

It can be put towards anything on the site.

It will show a business name, not a description of what you bought.

Card statements never itemise. Nothing on the line will say ring, diamond or jewellery, whichever card you use.

If you are keeping the order quiet and want to know exactly how the line reads before you pay, email us and we will tell you.

Two numbers, and they are not the same thing.

Production is how long your piece takes to make: 2 to 4 weeks for gold in any karat, 4 to 5 weeks for platinum. These ranges move with the season, and the range shown on the product page is the one that applies to your order.

Transit is counted from the day it is dispatched. 2 to 5 business days in the United States, 4 to 7 to Canada and Mexico, 5 to 10 elsewhere.

Yes. Production stretches in the weeks before Valentine's Day, Mother's Day and Christmas.

If your order is affected we will tell you, rather than let you find out from a tracking page that has not moved.

Standard shipping is complimentary on every order, anywhere we ship.

Expedited shipping is available at checkout for an additional cost where your destination supports it.

Only the travelling part. Expedited shipping affects transit, not production, because a piece still has to be made.

If you are working to a date, tell us. That is more useful than paying for express.

UPS and FedEx. Which one depends on your destination, and the carrier and tracking number are in your dispatch email.

Fully, in both directions, until it is signed for.

Yes, every delivery. A parcel of this value cannot be left at a door and our carriers will not leave one.

If nobody is there, the carrier will try again or hold it at a local depot and leave a card telling you which.

You can, but please do not. If you instruct the carrier to release the parcel without a signature it is no longer covered by us and we cannot replace it if it goes missing.

Yes. Plain and unbranded. Nothing on the outside says what is inside or who it is from.

No. We ship to physical addresses only, and we cannot ship to a freight forwarder or a parcel reshipping service either.

We ship worldwide from New Jersey, to every country we are legally and practically able to reach.

The only exceptions are destinations under sanctions, or places no carrier will insure a shipment of this value. If yours is one, checkout will tell you and nothing will be charged.

You get an email with tracking the moment your piece is dispatched. If you have an account you can also see it under your orders.

Email us rather than waiting it out. Same if the tracking has stopped moving. We would far rather chase a carrier early than explain a delay late.

Every shipment is insured, so a lost parcel is our problem to solve, not yours.

Email us within 7 days of the expected delivery date with your order and tracking number. We open the claim with the carrier and stay on it, and depending on what they find we remake the piece, replace it, or refund you in full. You do not deal with the carrier and you do not pay for any of it.

Tell us immediately. Before dispatch we can usually fix it.

If a parcel comes back to us because the address was wrong or incomplete, we reship it at your cost, or refund you less the outbound shipping if you would rather not try again.

If a parcel comes back to us refused, unclaimed, or because customs charges were not paid, we refund you less the outbound shipping, the return shipping, and any charges we incurred.

Yes. The delivery address does not have to match your billing address.

Put the name of whoever will actually be there, because every delivery needs a signature from someone. If you are keeping the order quiet, a work address is usually the safest choice.

Yes. Tell us the date and we will keep the finished piece here and ship so it arrives close to it.

This is the answer if you are ordering early for a proposal and do not want a parcel sitting at home for three weeks where it can be found. Ask when you order, or just reply to your order confirmation.

No, not at the moment.

We ship to every country through UPS and FedEx, but military post boxes are outside what we can insure and track properly. A civilian address works.

We cannot promise it. Whether a Saturday delivery is available depends on the carrier and your address, and it is their decision rather than ours.

If a weekend matters, tell us the date you are working to and we will aim the shipment at it.

30 days from the day your order is delivered to request a return.

Once we issue your label, post the parcel within 7 days.

Email hello@diaels.com with your name, order number, the reason, and clear photographs of the piece from every angle including the packaging.

We reply within 2 business days with a return authorisation number, a prepaid insured label and instructions. Write that number on the outside of the parcel.

Please do not post anything back before you have that number. Parcels arriving without an approved return cannot be accepted or refunded.

We do when something was our fault: the piece is faulty, not what you ordered, or damaged in transit. You pay nothing at all.

On a change of mind, the cost comes off your refund. We still send you the prepaid insured label, so you are never arranging high value shipping yourself or paying up front.

Yes, if your piece was sold with one. It is the only official copy of the report for your diamond and it is what lets us confirm the stone coming back is the stone that went out.

A replacement has to be ordered from IGI and takes several weeks, so a return that arrives without its certificate is refunded less $150, which is what a replacement costs.

Every return is inspected. What happens depends on what we find:

• As sent, no signs of wear: full refund
• Visible signs of having been worn: refund less 20%
• Damaged, dented or bent: refund less 40%
• Resized, altered or beyond repair: not refundable

The deductions cover re-polishing, re-setting, re-inspection and re-certification. We would rather charge neither. If you are unsure, send us a photograph before you post it and we will tell you honestly.

Yes. An engraving does not cost you your return.

We polish the engraving out and refund you less $70, which is what that work costs. Occasionally an engraving is too deep, or a band too fine, to polish out without thinning it. If yours is one of those we will tell you before you post anything.

No. A custom order is a design agreed with us by online meeting, message or email, and once production starts it cannot be returned or cancelled.

That is why we take your approval of the design in writing before any work begins.

No. Resizing means cutting the shank and re-soldering it, which is permanent, and it applies whether we did the work or another jeweller did.

If you are still inside your 30 days and unsure about the piece rather than the size, tell us before you send it in and we will handle it as a return instead.

We email you the outcome the same day your return is inspected. Approved refunds go back to your original payment method within 10 business days.

Your bank may take a few days more to post it. If it has been more than 15 business days since we told you it was approved, email us and we will chase it.

The price you paid for the piece.

Not refunded: expedited shipping upgrades once an order has shipped, and import duties and taxes, which we never collect and therefore cannot return. Your own customs authority can usually refund duty on returned goods.

Yes. Tell us when you request the return and we hold the replacement, then dispatch it as soon as the original arrives and passes inspection.

You do not have to pay twice and wait through two cycles.

Email us within 5 days of delivery with photographs of the piece and of the packaging as it arrived. Keep the packaging until we have replied. We replace, repair or refund, whichever you prefer, and we pay the shipping both ways.

If you were away, or saving it for a date, send us something that shows when you opened it. A dated photograph or video of the unboxing, or a picture of the parcel still sealed, is enough. Your 5 days then runs from the day you opened it, for up to 60 days from delivery.

Because it is the only way a 30 day return is possible at all.

We verify the diamond against its report number and, where present, the laser inscription on the girdle. It protects you as much as it protects us: it is what lets us take a piece back on your word rather than making you prove anything.

Yes, but the refund goes to whoever paid for it. That is how card refunds work and we cannot route them elsewhere.

If the original card has closed or expired, tell us before you post the return and we will arrange store credit or a bank transfer instead.

Send back the piece and the IGI certificate. Those are the two things we check.

The outer carton, the pouch and the care card are not part of that. A missing box costs you nothing. A missing certificate costs $150.

Yes, on our label.

That is the reason we issue the label rather than asking you to arrange the shipping. The cover is attached to it. If you post the piece some other way and it goes missing in transit, it is not covered and we cannot refund it.

Yes. It is an ordinary return.

Thirty days from delivery to ask, the certificate back with the piece, and the refund is the price you paid less the return shipping. You do not owe us an explanation.

We would rather you did not, and the policy is written that way.

Every piece is built for the order it belongs to and insured in both directions, so ordering a set to choose from puts all of that against one sale. If you are stuck between two, email us and we will help you decide. That costs nothing.

Not from us. Import duty and tax are charged by your own country, and we never receive that money, so a refund from us cannot include it.

Some countries let you reclaim it directly once the goods have left. Your customs authority can tell you whether yours is one of them.

Inside 30 days of delivery it is a normal return, same as any other.

After that the piece is yours, and who keeps it is a question of the law where you live rather than anything we decide. We are not lawyers and will not pretend otherwise. What we can still do is clean it, service it or resize it.

Yes. Every Diaels piece carries a Lifetime Manufacturing Warranty.

If something was wrong with the way your piece was made, we put it right, free, for as long as you own it. You pay nothing for the repair and nothing for shipping in either direction.

• A prong or setting that fails because of how it was made
• A band that splits or separates at a joint
• Porosity or a flaw in the metal
• A setting that was not finished correctly
• Anything that arrives faulty or not as you ordered it

It depends why it failed, and we will tell you honestly which one we are looking at.

A prong that was made badly fails early, and that is covered for life. A prong that has worn thin, caught on things and bent over years of wear has done its job, and that is wear rather than a fault. We can tell the difference on inspection.

This is the same line every jeweller draws. The difference is that we will show you what we found.

If it came loose because of a setting fault, we replace it free within 12 months of delivery.

After 12 months a lost accent stone is nearly always the result of a knock, so it sits outside the warranty. We will still replace it, we send you a price first, and it is usually a small job.

A warranty covers how a piece was made. It cannot cover what happens to it afterwards.

• Prongs wearing down, catching or bending through everyday wear, and any stone lost as a result
• Scratches, dents and bands that have gone out of round
• Chipped or cracked stones
• Damage from chemicals, cosmetics, chlorine or heat
• Ordinary thinning of the metal over years
• Loss, theft, or damage from an accident

Yes, for as long as you own it, with no time limit and no conditions: cleaning and polishing, inspection of the setting and every stone, prong tightening, and rhodium re-plating on white gold.

Send it in whenever you like. We return it insured and there is no charge for the work or the shipping.

Once a year.

Most stones are lost because a prong loosened months earlier and nobody looked. A ten minute check prevents almost all of it, and it costs you nothing.

They can, but it ends your cover on that piece. Once another bench has worked on a setting we cannot tell what was ours and what was theirs.

If you are not near us and something needs doing urgently, email first. We would rather find a way than have you lose your cover over a repair we could have handled.

No, and no jeweller's warranty covers that.

If your piece matters to you, insure it. Most home contents insurance policies will cover it as a named item and there are insurers who specialise in jewellery, typically around 1 to 2% of the value a year. We are happy to provide documentation, including your IGI report details.

Email us with your order number and photographs of the piece.

We tell you whether it is a warranty repair or a quoted one before you send anything, so there are no surprises. If it is covered we send a prepaid insured label.

Most take 2 to 3 weeks from the day the piece reaches us, and we email you when it is on its way back.

Yes. We look at the piece, send you photographs and a price, and nothing starts until you say yes.

Common ones: re-tipping or rebuilding worn prongs, replacing a stone lost to wear or an accident, reshaping a band, repairing accidental damage.

Yes, both directions, on our label.

When the work is covered by the warranty we pay for that shipping as well. The piece is logged in when it reaches us and the same piece goes back to you.

No. It stays with the person who bought the piece.

That is standard across the trade, and it is why we ask for the order number on a claim. If a piece has changed hands, we will still quote for the work, it just is not free.

No, we do not make single replacements.

Earrings are made as a pair, matched to each other, and a stone cut months later will not sit right beside the first. Losing one means a new pair.

No. There is nothing to buy on top.

The Lifetime Manufacturing Warranty is free, and so is cleaning, inspection, prong tightening and rhodium for as long as you own the piece. Accidental damage and loss are what insurance is for, and we would rather you spent that money on a policy that actually covers them than on a plan from us.

Yes. We hold the specification of the piece we built for you, so the same ring can be made again.

It goes through as a new order at the price on the day, not a replacement, because nothing is coming back to us. If your insurer is settling a claim, that is usually exactly what they want: the same ring, made to the same specification.

One free resize within 12 months of delivery, with insured shipping both ways on us.

Most rings move up or down a size or two comfortably. If you need a larger jump, tell us and we will confirm what is possible for your setting before you send anything.

2 to 3 weeks from the day your ring reaches us. A shank set with stones close to the band takes longer than a plain one, and we will tell you which yours is.

No. A resize works by cutting the band and adding or removing metal, which is impossible on some styles:

• Eternity bands, where stones run the whole way around
• Full pavé bands
• Tension settings
• Alternative metals such as tungsten or titanium

If one of these does not fit, we exchange it for the right size free within 60 days of delivery, as long as it is unworn.

Yes, and this is worth knowing before you ask. A resized ring cannot be returned.

If you are still inside your 30 days and you are unsure about the piece itself rather than just the size, tell us. We will treat it as a return instead and you can order again in the right size. We would far rather have that conversation now than after the shank has been cut.

A second resize, or a resize after 12 months, is quoted before we start. Send your order number and a photograph and we will price it. It is usually a small job.

The most accurate way is a professional sizing at any jeweller. It takes two minutes and most will do it without an appointment.

At home, wrap a strip of paper around the base of the finger, mark where it overlaps, and measure that length in millimetres. That number is the circumference, and it maps straight onto a ring size. Measure at the end of the day, at normal room temperature, and check the knuckle: the ring has to pass over it.

Do not measure with string. It stretches, and it reads a half size small.

A ring she already wears on that finger is the next best thing. We can work from an inside measurement in millimetres, so you do not have to borrow it for long.

If you genuinely cannot find out, order close and use the free resize. That is what it is for.

More than people expect. Fingers change size through the day and through the year.

Measure at the end of the day at normal room temperature, not first thing in the morning and not when your hands are cold.

Fingers move by up to half a size across a single day, and further in heat, after exercise and during pregnancy.

Measure at the end of an ordinary day at an ordinary temperature, which is the middle of your own range. If it still comes out wrong, your first resize inside 12 months is free.

It depends on the setting, and it is worth asking before you buy the band rather than after.

A plain solitaire almost always sits flush. A low set or curved head, or stones running down the shoulders, can leave a gap. Tell us which engagement ring you have and we will tell you honestly whether the two will meet.

No, we do not solder rings together.

Once two rings are joined they cannot be resized or serviced separately, and any later work on one becomes work on both. If they are turning on your finger, a resize is usually the better answer.

Yes. A lab grown diamond has the same chemical composition, the same crystal structure, the same hardness and the same optical properties as one pulled out of the ground.

It is not a simulant. A diamond tester reads it as a diamond, because it is one.

How it formed, and what it costs.

A mined diamond formed under the earth over a very long time. A lab grown diamond forms in a controlled environment in weeks. Chemically and optically they are the same material, and only laboratory equipment can tell them apart.

Many of them, and the product page tells you which.

Our ring builder holds roughly 70,000 stones in every shape. Some come with a grading report and some do not, and we never imply otherwise. Where a stone is certified, the report comes with your piece.

IGI, the International Gemological Institute. The report gives the carat, colour, clarity, cut and measurements, and carries a number unique to that stone.

On most certified stones the report number is inscribed on the girdle, the thin edge around the widest part, in letters far too small to see without magnification.

It is how a stone is matched to its paperwork. It is also how we verify a return, which is what makes a 30 day return possible on something this valuable.

Yes, with your piece, where the stone has one.

Keep it somewhere safe from the day it arrives. It is the one thing we cannot replace quickly, your insurer will want it, and it has to come back with the piece if you return.

The four things that describe a diamond: carat, cut, colour and clarity.

Carat is weight, not size. Cut is how well it was shaped, and it is the one that decides how much it sparkles. Colour runs from colourless downwards. Clarity is how few inclusions it has.

If you only optimise one, make it cut. A well cut stone at a lower colour and clarity grade will out-sparkle a badly cut one graded higher, and cut is the grade people actually see across a room.

We would rather be straight with you: buy a diamond because you want to wear it, not as an investment.

Diamonds of any kind, mined or lab grown, sell for considerably less second hand than they cost new. That is true across the industry and anyone telling you otherwise is selling something.

No, we do not run one.

Yes, because it is a diamond.

A standard tester measures how a stone moves heat. Lab grown and mined diamonds are the same material, so they read the same. Testers with a separate moissanite setting will flag moissanite, which is a different material entirely and not something we sell.

Not by eye, and not with a loupe.

It takes specialist equipment that reads how the crystal grew. The quicker route is the laser inscription on the girdle, which carries the lab and the report number, and the report says plainly what the stone is. We are not hiding it.

No, and the difference is not a matter of degree.

Moissanite is silicon carbide. Cubic zirconia is zirconium dioxide. Neither is a diamond. A lab grown diamond is carbon in the same crystal structure as a mined one, with the same hardness and the same optical behaviour. Only where it formed is different.

Yes, and we would rather you did.

Your report number is laser inscribed on the girdle of the stone. Enter that number into IGI's report check on igi.com and you will see the same grading we published. If the listing, the paper and the inscription all agree, the stone in your hand is the one you chose.

Our lab grown diamonds are grown in a laboratory. There is no mine behind them, so there is no mining conflict behind them either.

That is the whole of the claim and we will not stretch it further. Anything we tell you about a stone comes off its report, not off a marketing page.

No. We do not buy pieces back and we do not run a trade-up programme.

What we do instead is keep looking after the one you have: cleaning, inspection, prong tightening and rhodium free for as long as you own it, and a new setting around your existing stone whenever you want one.

Yes. Email us and tell us what you are looking for and we will find it.

Choosing loose stones directly on the site is something we are building. Until it is there, it goes through a person, which for a stone on its own is no bad thing.

No. Stones are not reserved.

With the number moving through the builder, a hold would mean taking a stone off the table for somebody else. If you are close to deciding, email us and we will tell you honestly how likely that one is to still be there.

Yes. Every piece is made for the order it belongs to. Nothing is taken off a shelf.

That is why production takes weeks rather than days, and it is also what lets us offer the range of stones and settings we do.

Three experts, and each one checks the piece separately rather than signing off a stage of the same process.

It is slower than one final inspection. It is also the reason problems get found before a piece leaves rather than after it arrives.

Yellow, white and rose gold in every karat we list, and platinum.

Gold takes 2 to 4 weeks to produce, platinum 4 to 5, because it is a harder metal to work.

Platinum is denser and heavier on the hand, and it holds a stone very securely. White gold is a yellow alloy finished with rhodium, so it needs re-plating from time to time, which we do free for as long as you own the piece. Rose gold gets its colour from copper and never needs plating.

Yes. White gold is finished with rhodium, which gives it the bright white surface. It wears thin over years, faster on a ring than on a pendant.

We re-plate free, for as long as you own the piece.

Ask and we will send you photographs.

It is not automatic, because most people would rather have it a day sooner, but if you want to see it first just say so when you order.

Diaels is a United States company, based in New Jersey. Everything ships from there.

No. It shows the design.

The builder holds roughly 70,000 stones across every shape and no two are identical, so a single photograph cannot stand for all of them. What is fixed is the specification you choose and the report that comes with it.

If you want to see your actual piece before it ships, ask. We will send photographs.

Yes. Tell us which engagement ring you have and we will show you the bands made to sit with it.

Whether two rings meet flush depends on the head and the shoulders, so it is worth asking us before you buy a band rather than after.

Yes, and years later is fine.

Your stone moves into the new setting. You do not pay for the stone again. What you pay is the manufacturing on the new setting, which we quote you first.

Email us with your order number and what you have in mind. This is not a return, so it sits outside the 30 day window entirely.

Not at the moment. Diaels is online.

What we do instead is talk to you properly before you buy, by email, chat or phone, and send you photographs of your actual piece before it ships if you ask. Thirty days to return it once it is in your hands is the rest of the answer.

We buy our metal from gold suppliers and we do not know its history, so we do not claim it is recycled.

We could say something vaguer and sound better. We would rather tell you what we actually know.

No. Settings are not sold on their own.

We do sell loose stones on request, but a setting leaves here holding the stone it was made for. If you have a particular combination in mind, email us and we will talk it through.

Yes. A custom order is a design agreed with us by online meeting, message or email.

Email us with what you have in mind and we will take it from there. A photograph of something close is far more useful than a description.

From there it is a quote, then a CAD drawing for you to approve, then manufacturing. Nothing is made until you have seen the drawing and said yes.

We talk it through, we show you the design, and we take your approval in writing before any production begins. The finished piece is made to that approval.

That step protects both of us. It is what makes sure the piece you get is the piece you agreed to.

No. Once production starts a custom piece cannot be returned or cancelled, because it cannot be sold to anyone else.

That is precisely why we take written approval of the design first.

Yes. A date, initials, a name, or a short line inside the band.

Yes, on the normal 30 day terms. We polish the engraving out and refund you less $70.

This is one place we differ from most of the industry, where an engraved piece is usually final sale. We would rather you were not afraid to personalise it.

It depends where it sits. Resizing cuts the shank at the bottom of the band, so an engraving near that point can be affected.

Tell us it is there when you ask for the resize and we will work around it where we can.

Up to 15 characters, inside the band.

Spaces count. Initials and a date fit comfortably; a sentence will not. If you are close to the limit, send us the exact wording and we will confirm it before the piece is made.

No. We only set stones that came from us.

It is not about the stone. Once somebody else's stone is in our setting we cannot stand behind the piece as a whole, and a warranty we cannot honour is worse than no warranty.

If the stone came from us originally, that is a different thing and the answer is yes.

The price is shown on the product page, and it moves with whatever offer is running at the time.

Whatever it says there is what you pay. Nothing is added afterwards.

Warm water, a drop of mild washing up liquid, and a soft toothbrush. Brush gently, especially underneath the stone, then rinse and dry with a lint free cloth.

What dulls a ring is not scratching. It is the film of hand cream, soap and skin oil that collects under the stone where you cannot see it.

Keep it away from bleach and chlorine, which attack the alloy in gold, and do not use an ultrasonic cleaner at home on a piece with a treated or fractured stone.

Every few weeks if you wear it daily. It takes two minutes and it makes a visible difference.

Sport, lifting anything heavy, swimming, gardening and cleaning the house.

Most damage we see is a knock against something hard, and most of those happen during one of the above.

Chemicals from perfume, lotion, bleach and chlorine can dull the metal and attack the plating on white gold. Put jewellery on last, after perfume and moisturiser, and take it off before a pool or a hot tub.

Chemical damage is not covered by the warranty.

Separately, in a soft pouch or a lined box. A diamond will scratch everything else in a jewellery box, including other diamonds.

We do it free, for as long as you own the piece, along with an inspection and a prong tightening. Send it in whenever you like and we return it insured.

A little, over time, and that is normal rather than a fault.

White gold is a yellow metal alloyed pale and then finished with rhodium. Rhodium wears, at a rate that depends on your skin and what your hands do. Re-plating is one of the things we do free for as long as you own the piece, so send it back whenever it starts to warm up.

No. That is a copper heavy costume alloy problem and it does not happen with solid gold or platinum.

If you do ever see a mark it is almost always soap or hand cream trapped under the setting. A clean sorts it.

Shower, at a push. Sleep, yes, although prongs catch on bedding.

The gym and the pool, no. A bar bent a shank is the single most common damage we see, and chlorine attacks the alloy in gold rather than the stone. Neither is covered by the warranty, because neither is a fault in how the piece was made.

On your hand or in your cabin bag. Never in checked luggage.

Airline liability for jewellery in the hold is close to nothing, so a lost case is a lost ring. If you are travelling to propose and would rather not wear it through security, a small pouch in your cabin bag is fine.

Yes. Enter their address at checkout. The packaging is plain and unbranded, and no price appears anywhere on or in the parcel.

Bear in mind somebody has to be there to sign for it.

Yes. Look for Send a Hint on a product page and we will pass it along for you.

Tell us when you order, or before. Production is the long part, so the earlier we know the more we can do.

Ordering ahead of Valentine's Day, Mother's Day or Christmas is worth doing early, because production stretches in the weeks before each of them.

If you are going to wear it every day, yes. No jeweller's warranty covers loss, theft or accidental damage, and ours does not either.

Specialist jewellery insurance is typically 1 to 2% of the value a year, so roughly $50 to $100 on a $5,000 ring. Most home contents policies will also cover it as a named item.

Yes, free and on request, including your IGI report details and what you paid.

Email us with your order number and tell us what your insurer has asked for.

A ring box.

The outer packaging it travels in is plain and unbranded, with nothing on the outside to say what is inside. That is for security, and it is also what you want if somebody else might take the delivery.

Yes. Tell us what you want it to say when you order and we will include it.

We do not do separate gift wrapping or a price-free gift receipt. The piece arrives in its ring box, which is the part that matters when it is opened.

No, we do not issue a separate valuation document.

What comes with your piece is its IGI report, which states the stone's specification in full. Most insurers will take that together with your receipt.

If yours insists on a formal appraisal, any local appraiser can write one from the report. We would rather point you there than hand you a number we set ourselves.

No. We do not sell insurance and we do not take a commission from anyone who does.

Insure it through your own home contents policy, adding the piece as a named item, or through a specialist jewellery insurer. Either is fine. We have no stake in which you choose.

In the tracking email we send the moment your piece is dispatched, or under your orders if you have an account.

Use the forgotten password link on the login page and we will email you a reset link.

Yes. Your confirmation email has everything, and you can reply to it with any question about that order.

Use the unsubscribe link at the bottom of any of them. It takes effect immediately.

You will still get emails about an order you have placed, because those are not marketing.

We use them to fulfil your order, to support you afterwards, and, if you have opted in, to send you marketing. We do not sell them.

Our privacy policy sets out exactly what we collect, who processes it and how long we keep it, and it is linked in the footer of every page on the site alongside the controls for tracking and analytics.

If you want your data removed, email us and we will do it.

Email hello@diaels.com and say so plainly. A person reads every message and we would far rather fix it than have you go to your bank.

If you would rather speak to someone, call +1 (551) 221-7987, Monday to Friday, 10 to 6 Eastern.

Saving the pieces you are still thinking about, so they are there when you come back.

It is for you. There is no way to send somebody a ring you have saved. If you want another person to know what you like, use Send a Hint instead, which is built for exactly that.

No, neither.

If you want to send somebody our way, just send them. We would rather the recommendation be worth something because you meant it.