Frequently Asked Questions
When Will My Ring Arrive?
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 5-6 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!
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.
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.
We offer financing through Synchrony Bank. Please contact us for the application and current interest-free options!
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, the appraisal, boxes and original packaging. We will refund the full purchase amount minus shipping. Returns are accepted within 30 days of receipt as long as all warranty cards and the appraisal is included. We will refund the full purchase amount minus a 10% recycling fee and shipping. Returns within 90 days are available 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 non-refundable.
We are happy to resize your ring for free within the first 30 days of purchase. Please reach out to us via phone/email and let us know about the ring sizing and our team will arrange insured shipping. After the ring has been worn for 30 days we do charge a resizing fee that is determined by how far up/down the ring needing to be adjusted. We highly recommend having your's or your significant other's hand professionally sized prior to ordering. 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 perfect on the first shot!
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. This warranty doesn't 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.
Jewelry is delicate! Please be nice to your new sparklers! Avoid harsh chemicals, lotions, hairsprays and detergents. We do not recommend exercising, sleeping, swimming or showering in your jewelry. Your jewelry should be the last thing you put on and the first thing you take off. All jewelry should be examined on a regular basis. It can be quite easy to knock a stone loose by accidentally hitting it against a hard surface. We recommend having your jewelry tightened and cleaned at least once a year. We want to be the ones to maintain and help you take care of your jewelry! However, we also understand that this may be inconvenient to some of our clients. We are happy to meet you half way on shipping. If you ship it to us, we will pay to ship it back after the repair is complete. We will make sure all shipments are insured.
Cleaning, tightening and repair work is free during the first year so please send us your jewelry before your wedding day so we can make it look perfect for your big day!
We offer 1 free ring-sizing within the 30 days of purchase. You will be responsible for shipping charges. Please have your finger professionally sized by a local jeweler prior to placing your order. Most designs cannot withstand sizing more than 1.5 sizes without compromising the structural integrity and potentially causing long term maintenance issues. We don't believe in compromising on structural integrity and certainly want to make your ring correctly the first time! Besides, no new bride-to-be want to give up their sparkler for a resizing ;-).
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.
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!
Call 214-253-2991 or email us!