Frequently Asked Questions (FAQ)

Orders & Shipping

How long will it take for my order to arrive?
As our pieces are made to order, production times may vary depending on the design. Please allow 10 – 25 days for your piece to be crafted and shipped.

We also offer a curated selection of Ready To Wear pieces, which are typically dispatched within 3 – 5 business days.

All standard orders are express shipped via DHL for timely delivery.

How do I track my order?
Our team will notify you when your order is ready to be shipped. Once dispatched, you’ll receive tracking information via email.

Do you ship internationally?
Yes, we offer worldwide shipping. International shipping fees and delivery times will vary by destination and are calculated at checkout. For detailed options or rates, please contact our customer care team — we're happy to assist.

Do you require a signature on delivery?
Yes. We require signatures for all orders to ensure secure delivery.

Will I need to pay duties and taxes?
This depends on your destination country’s import laws. Customers are responsible for any customs duties, taxes, or fees upon delivery.

Returns, Refunds & Warranty

What is your return policy?
As each piece is made to order, we are unable to offer refunds or exchanges for change of mind or incorrectly purchased items.

However, if you receive an incorrect item or if any part of your order is missing, please contact us and our team will assist you promptly.

Can I cancel my order?

  • Orders may be cancelled or amended before payment is made.

  • Once partial or full payment has been received, no cancellation or refund will be allowed.

Does my piece come with a warranty?
Yes, all pieces come with a complimentary 3-month manufacturer’s warranty from the date of purchase. This covers reasonable repairs due to manufacturing faults.

Do engagement rings come with a longer warranty?
Yes, our engagement rings are backed with a 12-month warranty. If a manufacturing fault occurs after this period, we’ll gladly work with you to arrange a repair.

What does the warranty not cover?
The warranty does not cover damage caused by misuse, accidents, or work done by external jewellers. Any repairs or customisations performed outside Maison LJE Diamonds will void the warranty.

Can you repair my piece outside the warranty period?
Yes, we offer repairs outside warranty for a small service fee. Please contact our support team for details.

My chain has broken, can it be fixed?
Yes, we can repair or replace the chain. Please contact our team for service and pricing.

Dispute Resolution

What if I have an issue with my order?
We are committed to resolving all issues fairly and promptly. If you experience any problems with your order, please reach out to our support team here.

We will acknowledge your concern within 7 working days and work with you towards a fair resolution.

Lab-Grown Diamonds

Is a lab-grown diamond a real diamond?
Yes, lab-grown diamonds are 100% real diamonds. With an identical physical and chemical DNA make-up to mined diamonds, there is nothing that makes them fake or inauthentic in any way.

How are lab-grown diamonds made?
The lab-grown diamonds we select are classified as Type 2A and grown using the Chemical Vapour Deposition (CVD) method.

  • A seed from a mined diamond is placed in a low-pressure microwave chamber.

  • Hydrogen and methane gases are introduced, and energy ignites a glowing plasma ball.

  • Carbon molecules bond to the seed, layering and crystallizing over 6 to 10 weeks.

How do I choose the colour and clarity of the diamond?

  • Colour: D–F are colourless; G–I are near colourless. We work with I colour and above. A yellow gold setting naturally warms the diamond, so G–I often look perfect in such designs.

  • Clarity: We use VS2 and above. Diamonds graded VS2+ have no visible inclusions to the naked eye.

Are your lab-grown diamonds certified?
Yes. All of our lab-grown diamonds are certified by IGI (International Gemological Institute), ensuring quality and authenticity.