Frequently Asked Questions
Find quick answers to common questions about our jewelry, custom orders, care instructions, and more—all in one place.
Questions About Us
Q: Are your materials ethically sourced?
100% yes. We are perfectionists when it comes to the quality of our jewelry, and that starts with our sourcing. We work with suppliers who abide by the Kimberley Process, so we only work with conflict-free materials. Rest assured—we would never work with or sell a conflict diamond or gemstone. We’re fully committed to caring for the environment, maintaining high ethical standards, practicing sustainable sourcing methods, and using recycled gold.
Q: Are Heavenly Moissanite diamonds real?
Yes! We use a wide variety of natural diamonds and gemstones, and most of our engagement rings can also be made with lab-grown diamonds if you prefer. All of our pieces are also made with solid 14k gold or platinum (or vermeil, where noted).
Q: What are your store hours?
Our jewelers work at our studios in Andover, Massachusetts and Lexington, Kentucky. Though it's not a traditional, brick-and-mortar storefront, we do have a showroom at our Andover location. We don’t have regular store hours, however, we offer a limited number of in-person appointment times each week. For details please contact our customer care team at support@heavenlymoissanite.com.
Design and Ordering
Q: Do you make custom designs?
It depends! Some customization options, like combining two of our designs or altering prong placement, are possible. We do not make significant alterations to our designs or attempt to recreate designs from other sources. Because we specialize in handcrafting a wide variety of unique and made-to-order pieces, Heavenly Moissanite is careful to ensure that each element of the design is intentional and meant to enhance the beauty and structure of the piece.
Talk with a Customer Care Specialist if you’d like to discuss customization options.
Q: I found a design I like, but I want a bigger focal stone. Can you customize it?
For engagement ring designs, the answer will almost always be “Yes!”
Send us an email at support@heavenlymoissanite.com to start that conversation.
Q: Do you work with lab-grown diamonds?
Yes! We sometimes include lab-grown diamonds in our designs (always noted in the details tab on the product page) and our bestselling engagement rings offer lab-grown diamond focal options. Check out our lab-grown diamond engagement ring collection. If an engagement ring you’re interested in doesn’t have that option, we may be able to use a lab-grown diamond focal for it, upon request only. Talk with a Customer Care Specialist to get started.
Q: I have an heirloom stone. Can you use it in your setting?
Sometimes! At this time, we are able to work with client-supplied diamonds or sapphires that are graded by GIA, IGI, or EGL. Please note that the designs we are able to use to reset your diamond may differ based on the cut of the stone. We cannot accept these projects from our international clients, but we hope to be able to in the near future! Connect with one of our Customer Care Specialists for a quote and more information about our specific policies.
Q: Can I purchase just the setting without the center stone?
e do not sell our settings without the center stone. Quality is our top priority, and that’s why we present completed pieces, from our hands to yours. Each engagement ring is set by our expert jewelers, and we keep the entire process in-house to ensure our high quality standards are met.
Sizing
Q: What if I don't know my ring size?
No problem! We can help. Our (fully refundable) Perfect Fit Ring Sizer is exactly what you need.
Q: I have my eye on a limited-edition piece, and don’t know my ring size. What if it sells out before I find out my size?
Don’t worry—you can purchase your ring now and select "Mail me a sizer" in the size drop-down menu. That tells our team to hold off on the sizing until you’ve had a chance to try out the sizer.
Q: I don’t live in the US. Can I use a size conversion chart online to find my US ring size?
We don’t recommend it. Sizing varies from jeweler to jeweler. Instead, use our Perfect Fit Ring Sizer to avoid having to send your ring back for resizing.
Shipping
Q: How long will it take to receive my order?
Our jewelry is made to order and crafted by hand. We require two to three weeks to perfect the piece you’ve chosen. If you’ve chosen an item from our Ready to Ship collection, those items are typically ready to ship within four business days.
If you’re located in the US, your order will be shipped with FedEx Overnight Priority shipping. Your order will ship as soon as your item is out of production, between 2-4 weeks from the date you placed your order.
Orders outside of the US are shipped with FedEx International Priority. Occasionally, customs clearance can delay the shipment of your order. We recommend tending to customs charges as soon as possible in order to prevent delaying the delivery of your order. Your order will ship as soon as your item is out of production, between 3-5 weeks from the date you placed your order.
We do not currently offer expediting services on orders. However, if you need your piece sooner than the approximate time we require to manufacture your jewelry, please let us know. We will make every effort to accommodate your desired delivery date.
Q: How do I ship my return back to you?
If the jewelry you’ve received is not perfect for you, please let us know! We will make every effort to help you find the piece that feels right to you.Â
You are eligible to return your non-custom item within 30 days from receiving your order.
We will send you a prepaid, insured shipping label so that you may return your item at no additional cost to you.
Q: What comes in the package?
In your package, you will receive your jewelry in a small box corresponding to the type of jewelry you’ve ordered (e.g., ring, necklace) inside a larger box that is suitable for display on a vanity. You will also receive a diamond certificate if applicable, and a jewelry appraisal. You can use your jewelry appraisal to get your jewelry insured by a third party insurer.
Q: Can a few orders ship together?
Certainly. If you’ve placed an order for multiple pieces, we will by default ship them in the same package. If you’ve placed multiple orders recently with different order numbers (your order number will be MT****), and you’d like the jewelry to be sent all together, please let us know.
If for any reason, you prefer to have your items shipped separately, please let us know. We will do our best to accommodate your request. In the event that you’ve received an email informing you that your order is ready to ship, we may not be able to accommodate your request.
Q: What shipping address may I use?
Kindly choose your residential address, or the residential address of a trusted family member or friend above the age of eighteen, as the shipping address for your order. We do not ship to PO boxes, parcel lockers, APO or FPO addresses at this time. The reason we require a residential shipping address is to ensure that your package safely arrives to you. As an added precaution, we require a signature upon delivery, which is why we cannot ship your package to a mailbox without an individual available to receive the package.
If for any reason, you prefer to have your items shipped separately, please let us know. We will do our best to accommodate your request. In the event that you’ve received an email informing you that your order is ready to ship, we may not be able to accommodate your request.
Q: Do you have a store where I can try on rings? Where are you located?
Unfortunately, we do not currently have a storefront. Stay tuned, we are working on it!
If for any reason, you prefer to have your items shipped separately, please let us know. We will do our best to accommodate your request. In the event that you’ve received an email informing you that your order is ready to ship, we may not be able to accommodate your request.
Returns & Refund
Q: What is your return policy?
Jewelry that is non-custom is any piece that has been built on our website (an existing design with an added center stone), without any customizations that have been communicated to our design team. Jewelry that is custom may include pieces that do not appear on our website, engraved items, pieces that have had their hidden halo or pave detailing removed or added, etc. If you’re wondering if your piece is custom and whether it is eligible for our Return Policy, reach out to us and we will be happy to advise!
Q: How do I start a return?
To begin a return on your item, reach out to our support team. We will send you a form to fill out. Within 1-2 business days, we will send you an insured shipping label to send your jewelry back to us. Please note, your item is eligible for return within 30 days of receiving your item.
Q: How long until I get my refund?
Please allow up to 14 business days for your refund to be processed. Your purchase may only be refunded once it has been received and inspected for its condition. Only once it has been deemed to be in good condition will we issue a refund on your item.
Q: Can I exchange my purchase?
Certainly! If you are unsatisfied with the jewelry you’ve received, we will help you ship it back to us for a different piece. Please let us know that you would like to exchange your jewelry within thirty days of receiving your item.
Q: Can I change payment methods?
Yes, of course! Please get in touch with our support team in order to switch your payment method. We will change your method of payment as soon as we can.
Q: Can I cancel my order?
You can cancel your order at any point of production. Please let us know at your earliest convenience that you would like to cancel your order.
Q: How much is the return shipping fee?
There is no shipping fee when you return your item! We want you to be absolutely satisfied with your jewelry, which is why you need not worry about covering the cost of shipping to return your jewelry.
Diamonds
Q: Do you offer lab diamonds?
We certainly do! We offer CVD and HPHT lab diamonds that have been certified by GIA or IGI. You can browse our exquisite collection of lab diamonds. Please keep in mind, our diamond inventory is constantly changing. We encourage you to browse our catalog thoroughly and let us know if you would like to reserve a diamond(link to can i reserve a diamond question).
Q: Are your diamonds certified?
Yes. Our lab and natural diamonds are certified by Gemological Institute of America (GIA), and International Gemological Institute (IGI). Our diamonds are accompanied by either soft or hard copy (or both) certificate(s). We invite you to visit each agency’s website to learn more about their process of certifying diamonds.
Q: Are lab diamonds real diamonds?
Lab diamonds are chemically and physically the same as natural diamonds. The primary difference is how they form and are sourced. Natural diamonds form between 90-125 miles below the earth’s surface, where carbon deposits undergo crystallization under intense heat and pressure. Through extensive mining, natural diamonds are pulled out of the earth. As you can imagine, this process is very damaging to the planet. Lab diamonds answer the need for a more sustainable, affordable alternative.
Lab diamonds are made in laboratories using two methods: Chemical Vapor Deposition and High Pressure-High Temperature. CVD diamonds form when hydrogen and hydrocarbon gas (like methane) are mixed in a low-pressure vacuum chamber. This specialized chamber converts some of the hydrogens into atomic hydrogen. This stable environment promotes the formation of diamonds. CVD diamonds grow in a cube, which enhances their ability to provide the “crushed ice” effect after they are cut and polished.
HPHT diamonds form when a tiny piece of diamond, called a diamond seed, is placed in a high-pressure chamber. This chamber is specifically designed to mimic the extreme heat and pressure conditions deep beneath the earth's crust. Before they’re cut, HPHT stones tend to have a cuboctahedron shape (think janky soccer ball).
Fancy science terminology aside, lab diamonds undergo a very similar formation process as natural diamonds do deep inside the earth, but they are significantly more planet-friendly and affordable. If you’re looking to choose a bigger, better diamond, lab diamonds are a great option. Speak to one of our representatives to help sort through our lab diamond catalogue.
Q: What is the difference between lab and natural diamonds?
The primary difference between lab and natural diamonds is their method of formation and the way in which they are sourced. Natural diamonds form many miles under the surface of the earth and are extracted using mining. Lab diamonds are made in laboratories under manmade conditions which mimic the chemical and physical processes that occur in the earth’s mantle. A professional jeweler or diamond expert would not be able to decipher the origin of a diamond unless they were to use advanced instruments. Meaning, a lab diamond will shine and shimmer the same way a natural diamond would.
Thanks to how they are formed, lab diamonds are a more sustainable alternative to natural diamonds. You get the same stone while saving the planet from harm. Also, because diamond laboratories can meet demand, the price of lab diamonds is typically lower than the prices of natural diamonds. You can read more about lab diamonds here.
Q: What are GIA and IGI diamond certifications?
These organizations provide certifications of natural diamonds, lab diamonds, and other gemstones. They inspect and grade diamonds according to their size, color quality, clarity quality, cut quality, and other parameters. A certificate verifies the identity of a diamond. A GIA and IGI diamond certificate is valuable in confirming the identity of the stone(s) in your jewelry. It is also relevant in the case you wanted to insure your jewelry with a third party insurer.
Q: What are the "4 Cs"?
The “4 C’s” of diamonds are the four defining parameters of a diamond. This includes: clarity, color, carat weight, and cut. Clarity refers to the extent of blemishes or imperfections within a diamond, color refers to the hue of a stone, carat weight refers to the size of the stone, and cut refers to how symmetrical the stone is. All of these parameters are graded using a scale. The cost of your diamond will depend on the color grade, clarity grade, cut grade, and carat weight of your diamond. Fortunately, some shapes don’t require as high a grade in some parameters, which means you can allocate your budget to carat weight instead.
As always, feel free to reach out to our support team for advising on choosing the right diamond for you.
Warranty & Care
Q: Do you offer a warranty?
Yes, we do. All of our jewelry is covered by our Lifetime Warranty, which includes rhodium dipping and prong tightening, as well as cleaning services for your ring over time - for the price of shipping alone. You can read more about our Lifetime Warranty here.
Q: Do you provide cleaning for jewelry?
Yes, we provide cleaning services as part of our Lifetime Warranty. If you are interested in getting your jewelry serviced, please reach out to us.
Q: Do you insure jewelry?
We unfortunately do not provide insurance on jewelry purchased from us. However, your piece will arrive to you along with a jewelry appraisal and diamond certificate (if applicable). You may use these documents to attain insurance from a third party.Â
Need an electronic copy of your diamond certificate or jewelry appraisal? We would be happy to get those to you! Let us know that you’d like those.
Q: What is covered by your Lifetime Warranty?
Our Lifetime Warranty covers rhodium dipping, prong tightening, cleaning and repolishing, and other services. To begin a service request with us, please reach out to us. Please be aware, most services take between 2-3 weeks to complete. We recommend having that in mind, in case you have any upcoming events that you’d like your jewelry with you for.
Q: I need my ring resized. What should I do?
No worries! This is a common request we receive. You are eligible for the first resizing free of charge within the first year of purchase. Here are the steps of a resizing:
- Please let us know that you would like to resize your ring, and what size it should be. If you're unsure of what ring size you need, we recommend going to a local jeweler and asking them to measure your ring finger. In our experience that has been the best way to get accurate results.Â
- You will receive an insured shipping label to ship your ring to us.Â
- Within 2-3 weeks, you should receive a tracking email for your ring.
As always, if you have questions about the resizing process, feel free to reach out to us.
Q: Do you provide an appraisal for insurance?
Yes! Each piece of jewelry that we make is accompanied by an appraisal. You can use this document, along with any relevant diamond certificate, to purchase an insurance plan on your jewelry through a third party insurer. If you would like an electronic copy of your appraisal, kindly get in touch with us.
Need Assistance?
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