Frequently Asked Questions


When Will My Ring Arrive?

All of our creations are handcrafted to your 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 5-6 weeks from the time your order is placed to the time it is shipped. Our team will contact you within 48 hours (business days) of your purchase to confirm your expected ship date!

Shipping policy?

DOMESTIC

Orders within the United States will be shipped Fed Ex or UPS with proper insurance and tracking information. Please be aware that all shipments are insured and will require an adult signature for delivery. If you are not able to sign for your shipment please contact the team to make other arrangements.

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. 

 

Payment Methods Accepted?

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

FINANCING

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

 

Return Policy? 

We greatly appreciate your business, and we want you to be thrilled with your jewelry. If for any reason you are not, please contact us at clientcare@thetruegem.com or 214.253.2991 immediately with your concerns. 

For refunds within 7 days of delivery:

A returned piece is accepted and fully refundable within 7 days of your receiving it (minus shipping time).  For a full refund, the jewelry must be unworn, and accompanied by all warranty cards, the appraisal, the boxes, and the original packaging. 

Please contact us prior to shipping so that we can provide you with an insured shipping label. 

For refunds within 30 days of delivery:

A returned piece is accepted and is 90% refundable within 30 days of your receiving it (minus return shipping time). We must add a 10% fee to cover our costs of metal recycling and shipping. 

Please contact us prior to shipping so that we can provide you with an insured shipping label. 

Returns within 90 days after delivery, or for an exchange rather than a refund: 

After you have been in possession of a ring for up to 90 days, returns are accepted for an exchange or store credit only, as long as all warranty cards and the appraisal are included. 

Please contact us prior to shipping so that we can provide you with an insured shipping label.

Custom designed pieces are neither returnable nor refundable.


Ring Sizing?

Most designs cannot withstand sizing more than 1.5 sizes without compromising the structural integrity and potentially causing long term maintenance issues. Not everyone wears an even size, and many even wear quarter sizes such a 6.75 etc. Since we handcraft your rings one-at-time with care, we would love an opportunity to get it right the first time!

Ring resizing within the first 30 days:

We are happy to resize your ring at no cost within the first 30 days of purchase. Please reach out to us and our team prior to shipping to inform us about your resizing needs, and we will provide you with an insured shipping label. 

Ring resizing after the first 30 days: 

After the ring has been worn for 30 days, we do charge a fee for resizing.  The fee amount is determined by how far up/down the ring needs to be adjusted. We highly recommend having your finger professionally sized prior to ordering.

Warranty?

Your purchase comes with a 1-year warranty protecting your jewelry from manufacturing defects. We take a great deal of pride in our craftsmanship and will certainly stand behind our work. 

We recommend avoiding harsh chemicals, lotions, hairsprays and detergents for any type of fine jewelry. We do not recommend exercising, sleeping, swimming or showering in your jewelry. 

Extending the warranty: 

We recommend sending in your ring at the end of your purchase year for regularly scheduled maintenance. If you repeat this process every year, your warranty will extend for the following 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 then begin to have issues with your smaller diamonds popping out of the setting, we will not be responsible for repairs. We can only guarantee our own work.

Repairs? 

Any repair work performed by jewelers outside of The True Gem must be disclosed to us when sending in your ring for further repairs; otherwise,The True Gem reserves the right to refuse the financial burden of the necessary repairs, because we can only guarantee our own work. Any such damage will temporarily void your TTG warranty until the necessary repairs are completed by TTG and paid for by the customer, at which point the warranty will be eligible for reinstatement. 


Tune-ups: Deep cleanings, tightening and repair work are free of charge during the first year, so please do send us your jewelry before your wedding day so we can make it look perfect for your big day! Call or Email for shipping instructions.


Routine Ring Cleaning: We recommend using a household dish soap such as Dawn or Palmolive in a glass of warm water. Allow your ring to soak for 10 minutes and use a soft bristled tooth brush to gently remove lotion, hairspray, hand soap, etc. from behind and on top of the stones. Rinse and allow your piece to dry. It can also be helpful to use a microfiber lens cloth to remove finger prints from the tops of your gemstones. TTG also offers an eco-friendly, non-toxic and bio-degradable jewelry cleaning, which is available to purchase by contacting the team directly.

Appraisals?

All purchases are accompanied by an appraisal provided by The True Gem for insurance replacement purposes.

Appraisals done by a third party GIA Graduate Gemologist cost $85.00. Moissanite center stones by Charles & Colvard and Neo Moissanite come with corresponding warranty cards. You are responsible for registering your warranty cards. 

We strongly recommend insuring your jewelry against damage, lost and theft. Visit www.jewelersmutual.com for a free quote.

Can we use a diamond in a True Gem Ring? What about customizing?

We know that many consumers want to look at completed design before they make that final lifetime decision. However, custom (one of a kind) pieces will always be a huge part of what we do, and is the source of our design experience that informed The True Gem. Therefore, we would be glad to customize our own designs to make it your own ring. We are not at all interested in talking you into one stone or another. Since we offer everything, our goal is to offer our customers what they most want, and what is fitting to their unique situation. We like to provide information and a wide range of options and ideas, and expect that you will let us know what is best for you.  We think that The True Gem rings, with their recycled 18k gold or Platinum metal look smashing dressed up in new ethically sourced diamonds, heirloom diamonds, lab-grown diamonds, moissanites, rubys, emeralds, sapphires, spinels…. We could go on, but you get the idea. We want to make it Your Ring!

Choosing a Center stone

The industry has changed a lot in the past few years especially when it comes to engagement rings. These days, more people are choosing to spend their money on traveling, a home, or college and retirement savings. Couples who would have once been diamond buyers are now looking for other options. We have paid close attention to this shift in the consumer’s perception of value, and this is exactly the reason we launched The True Gem.  

Today there are more options for engagement ring center stones than there were 5-10 years ago. More often people are choosing a colored stone, a lab grow diamond, or a moissanite. It is astonishing just how many are rethinking tradition and creating a new way. This shift is undeniable, and is coming from more than just millennials! This is nothing less than a complex and multifaceted transformation of the jewelry industry. Once these facts are understood, the whole shift will appear to be much more logical than astonishing. Many in the industry are afraid of this change but The True Gem has embraced it! 

What are Lab Grown Diamonds?

Lab-grown diamonds and 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. In the area of lab-grown gemstones, science has caught up with nature!  We are now able in a laboratory to scientifically grow a real diamond. These are lab-grown diamonds, not fake diamonds.

What is Moissanite?

Moissanite was first discovered in a meteor crater in Arizona in 1893 by a man named Moissan. More recently, very large naturally occurring moissanite crystals have been found in Israel. It is not a diamond, nor a fake diamond. It’s just a different, naturally occurring or lab-grown stone. And what a stone it is!

Chemically, moissanite is completely different from a diamond. But it looks like a diamond. It feels like a diamond. Its thermal qualities are difficult to distinguish from those of a diamond.  And best of all, a moissanite actually out-performs a diamond in terms of optics, and is still durable and scratch resistant enough to be worn every day and last a lifetime.  

So here is how your options stack up to one another as for as light performance (sparkle) and durability. 

Generalized pricing example**

Generalized pricing example**

 

Pricing:  This is the part that seals the deal with a lot of moissanite customers.  Because of this price variance, many people are able to now select their dream stone and scale it to fit their hand rather than their budget. What a concept!

This is information that is will take time to trickle down to the consumer.  Many who have never heard of moissanite or have already decided that it is a “fake diamond” will probably be rethinking this in the next few years.

This is one of those times when Seeing is Believing!  Come to our office in person, and examine our moissanite rings. We will be glad to have moissanites and diamonds in the same cut and size for you to compare!  If you aren't local , check out our Instagram page for pictures and videos!

 

More Questions?

Call 214-253-2991 or email us!