Frequently Asked Questions
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Yes. Every Hourglass diamond is independently certified by leading institutions such as GIA, IGI, or AGS, guaranteeing authenticity, quality, and transparency.
We offer a complimentary ring sizing kit that can be ordered through our website. Alternatively, you can visit any local jeweler to have your finger professionally measured. We recommend measuring at the end of the day when your fingers are at their largest.
Yes, most rings can be resized within 2 sizes up or down. Please contact our customer service team within 30 days of purchase to arrange a resizing. Some designs with intricate settings may have limitations, which we'll discuss with you.
Clean your diamond jewelry regularly with a soft brush and warm, soapy water. Avoid harsh chemicals and ultrasonic cleaners unless specifically recommended. For best results, have your pieces professionally cleaned and inspected annually.
Store each piece separately in a soft cloth pouch or jewelry box to prevent scratching. Keep away from direct sunlight and extreme temperatures. Remove jewelry before swimming, exercising, or applying lotions and perfumes.
All Hourglass Diamonds pieces come with a comprehensive warranty covering manufacturing defects for one year from the date of purchase. This includes issues with settings, prongs, and craftsmanship. Normal wear and tear, damage from accidents, or loss of stones due to impact are not covered.
Contact our customer service team with your order number and photos of the issue. We'll review your claim and guide you through the repair or replacement process. Most warranty repairs are completed within 2-3 weeks.
Yes, we offer both natural and lab-grown diamonds. All our diamonds, regardless of origin, meet the same rigorous quality standards and come with full certification. You can filter by diamond type when browsing our collection.
Most of our pieces are made to order to ensure the perfect fit and personalization. Standard production time is 4-6 weeks. Some items may be available for immediate shipment - check the product page for availability.
Absolutely! We offer extensive customization options including metal type, diamond specifications, engraving, and design modifications. Contact our design team to discuss your vision and receive a custom quote.
We offer standard shipping (5-7 business days), express shipping (2-3 business days), and overnight delivery for urgent orders. All shipments are fully insured and require signature confirmation. International shipping is available to select countries.
Yes, all shipments are fully insured against loss, theft, or damage during transit. You'll receive tracking information once your order ships, and we'll work with you to resolve any shipping issues immediately.
We offer a 30-day return policy on all unworn, unaltered items in their original packaging with all certificates and documentation. Custom or personalized items are final sale unless there's a manufacturing defect.
Exchanges are available within 30 days for items of equal or greater value. Contact our customer service team to initiate an exchange. You'll receive a prepaid return label and can select your new item during the exchange process.
Yes, we offer professional resizing and repair services for all Hourglass Diamonds pieces. Contact our service department for a quote. Most repairs are completed within 2-3 weeks, and we'll keep you updated throughout the process.