Frequently Asked Questions
ANSWERS BEFORE YOU HAVE TO ASK
Start with the questions customers consider before choosing fine jewelry, then use the linked guides or Customer Care when your decision depends on a specific piece.
Gemstones and authenticity
What does lab-grown mean?
Lab-grown gemstones are created in controlled laboratory environments. The defining difference from a corresponding natural gemstone is where it comes from. Learn more in our Lab-Grown Gemstones guide.
Are lab-grown gemstones real gemstones?
Corresponding lab-grown and natural gemstones share the defining material and optical properties associated with that gemstone. Individual stones can still differ in color, cut, clarity and other characteristics.
What authenticity information comes with a LumGem product?
Every product has an online LumGem Certificate of Authenticity record available for lookup. It is issued by the LumGem Laboratory and records the product identity and specifications verified by LumGem; it is not an independent third-party grading report.
Can I obtain independent testing?
An eligible stone or piece may be submitted to an appropriate laboratory such as GIA or IGI. The customer is responsible for laboratory, shipping, insurance and any setting or removal costs, and should confirm eligibility with the laboratory before submitting jewelry.
Orders and delivery
When will my order arrive?
Product pages currently show an estimated 5–8 day delivery window. The destination, selected configuration, availability and carrier conditions can affect timing. Review the method and estimate shown at checkout.
Can I change an order after placing it?
Contact Customer Care as soon as possible. A change cannot be promised once preparation or fulfillment has progressed.
How do I check an existing order?
Sign in to My Orders or contact Customer Care with the order number and checkout email.
Returns, warranty and care
What is the return window?
Contact Customer Care within 30 days of delivery and wait for instructions before shipping jewelry. See Returns & Refunds for the complete process.
What does the Lifetime Warranty cover?
It is a service commitment for verified workmanship concerns under normal use. Each request is assessed individually; wear, impact, loss and unaffiliated alterations are not automatically treated as workmanship issues.
How should I care for gemstone jewelry?
Use gentle handling, store pieces separately, avoid impact and harsh chemicals, and follow instructions appropriate to the gemstone and setting. Our Jewelry Care guide provides a practical routine.
How do I choose a ring size?
Use the Size Guide shown with eligible rings and select the required size before adding the piece to the bag. Contact Customer Care before ordering if the correct choice is uncertain.