Frequently Asked Questions
Get answers to common questions about custom jewelry, sizing, warranties, shipping, and returns—straight from Hourglass Diamonds in Charlotte, NC.
For the most accurate fit, we recommend professional sizing at a local jeweler. If that isn’t possible, we’re happy to send a complimentary ring sizer. Printable online guides are often inconsistent and can lead to unnecessary resizing.
We offer one complimentary resizing within 60 days of delivery. Additional resizing may incur a fee depending on the design, metal type, and degree of adjustment.
Most rings can be resized up or down approximately 1–2 sizes. Certain styles—such as eternity bands, tension settings, or highly intricate designs—have limited or no resizing options. We address this clearly during the design process.
Yes. Dominant hands are often slightly larger, and finger size can vary due to temperature, time of day, and lifestyle. We recommend sizing the exact finger on which the ring will be worn.
Use a flexible measuring tape or string around your wrist at its widest point. Add ½–1 inch depending on your preferred fit. We’ll help confirm the ideal length during your consultation.
For daily-wear pieces, we recommend gentle home cleaning every 1–2 weeks and professional inspection once per year.
We recommend removing jewelry before swimming, showering, exercising, or using household cleaners. Chemicals and impact can weaken settings and damage metal over time.
Store each piece separately in a soft pouch or lined box, away from humidity and direct sunlight, to prevent scratches and unnecessary wear.
Avoid bleach, chlorine, abrasive cleaners, harsh chemicals, and ultrasonic cleaners unless we’ve specifically approved them for your piece.
Yes. Warm water, mild soap, a soft brush, and a lint-free cloth are ideal. Avoid toothpaste, paper towels, or aggressive scrubbing.
Yes. Every Hourglass piece includes a lifetime craftsmanship warranty.
Manufacturing defects, prong integrity, structural issues, and setting failures resulting from normal wear.
Loss or theft, accidental damage, improper care, cosmetic wear (such as scratches), resizing or repairs performed by other jewelers, or modifications made outside our studio.
Contact us directly. We’ll evaluate the piece and advise next steps. Most covered repairs are completed within 2–3 weeks.
No. Our lifetime warranty applies only to the original purchaser.
We begin with a consultation to understand your style, priorities, and budget. From there, we source stones, develop design renderings, refine details together, and proceed to production once approved.
Most custom projects take ~4–5 weeks from final design approval. Complex designs or rare stone sourcing may take longer.
Yes. You’ll review CAD renderings and design visuals before production begins. Wax models are available for most projects.
Minor adjustments may be possible early on. Once production is underway, significant changes may require restarting the process and additional costs.
Yes. A 50% deposit is required to begin sourcing and production. The balance is due prior to delivery.
Bank transfer, check, and major credit cards. Payment plans may be available for select projects.
Differences in stone quality, cut precision, metal alloys, craftsmanship, and ethical sourcing can be substantial. We’re happy to explain these distinctions clearly.
Yes. All pieces ship fully insured via FedEx or UPS with signature confirmation. Packaging is discreet for security.
Domestic orders typically arrive within 2–3 business days. International delivery varies by destination, generally 5–10 business days.
Yes. All shipments are insured for their full appraised value.
At present, we’re opening pathways to Canada and are gradually expanding our international availability. If you’re located elsewhere, we’re always happy to start the conversation.
Custom pieces are final sale due to their personalized nature. Non-custom items may be returned within 30 days in unworn, original condition for store credit or exchange.
Non-custom items are subject to a 20% restocking fee. Custom pieces are not eligible for return.
We work collaboratively throughout the process to ensure alignment before production. Craftsmanship issues are covered under warranty; design changes after approval are not.
Yes. We can provide documentation or coordinate formal appraisals when needed (outside appraisals are taken on a case by case).
Frequently. Redesigning inherited pieces is one of our specialties.
We price thoughtfully and fairly based on materials and craftsmanship. Our focus is value, not negotiation.
Because the best pieces—and the best decisions—are rarely one-size-fits-all.