Poppy Lab Diamond Ring

Q: Do you offer free shipping within the USA?
A: Yes, we offer free shipping on all orders within the USA.

Q: Do you offer international shipping?
A: Yes, we offer free international shipping worldwide.

Q: What is your shipping timeframe?
A: We strive to process and ship orders within 1-2 business days. Shipping timeframes within the USA typically range from 2-5 business days. Please note that delivery times may be affected by factors such as holidays, inclement weather, or other unforeseen circumstances beyond our control.

Q: What are your accepted payment methods?
A: We accept major credit cards, such as Visa, Mastercard, as well as PayPal for online purchases within the USA.

Q: What is your return policy?
A: We offer a 14-day return policy for eligible items. The item must be in its original condition, with all tags and packaging intact. Please refer to our Returns & Exchanges page for more information.

Q: Do you offer any warranties on your jewelry?
A: Yes, we offer a unlimited warranty on our jewelry against defects in materials and workmanship. The warranty period may vary depending on the item. Please refer to the product description or contact our customer service for more information.

Q: How do I determine my ring size?
A: We provide a ring size chart on our website to help you determine your ring size accurately.

Q: Can I customize or personalize a piece of jewelry?
A: At this time, we do not offer customizations or personalizations on our jewelry. All items are sold as-is and cannot be modified.

Q: How do I care for my jewelry?
A: We provide care instructions for jewelry on our website. It's important to follow these instructions to ensure the longevity and beauty of your jewelry.

Q: Can I track my order?
A: Yes, we provide order tracking information via email once your order has been shipped.

Q: What if I have a question or need further assistance?
A: If you have any questions or need further assistance, please don't hesitate to contact our customer service team. You can reach us through our contact us page, email, or phone during our business hours, which are listed on our website.

Q: Do you offer gift message?
A: Yes, we offer gift message. You can select this option during the product selection process on every product page.

Q: Do you offer any promotions or discounts?
A: Yes, we periodically offer promotions and discounts on select items or during special occasions. You can sign up for our newsletter or follow us on social media to stay updated on our latest promotions and discounts.

Q: Are your diamonds and gemstones ethically sourced?
A: Yes, we are committed to ethical sourcing and strive to use conflict-free diamonds and gemstones in our jewelry. We work with reputable suppliers who adhere to ethical and responsible sourcing practices.

Q: Can I request a jewelry appraisal for insurance purposes?
A: We do not provide jewelry appraisals. However, you can have your jewelry appraised by a qualified appraiser independently if you require an appraisal for insurance purposes.

Q: What if I receive a damaged or defective item?
A: If you receive a damaged or defective item, please contact our customer service team immediately with photos of the issue. We will work to resolve the issue and provide a replacement or refund as appropriate.

Q: Do you offer ring resizing services?
A: We currently do not offer ring resizing services. It's important to ensure that you order the correct ring size at the time of purchase. You can refer to our ring size chart or visit a local jeweler for accurate sizing.

Returns & Exchanges

We will accept returns and exchanges on most pieces (see below for exceptions). Items must be returned in unworn condition within 14 days of receipt, and all paperwork (including the GIA certificate, if applicable) must be returned as well. After 14 days, all sales are final.

Since our designs are handcrafted, all returns will incur a 10% restocking fee. This fee covers the labor required to resize and polish the returned piece. If the returned piece requires extensive cleaning or repair (or are in any other condition that prevents resale) we will charge a higher restocking fee, depending on the amount of repair work that’s required.

If you wish to exchange your piece, we will apply the full amount of your original purchase to a new purchase of equal or greater value. The new piece must be in stock at the time of the exchange (within 14 days of original purchase). The credit does not apply to future purchases, and the credit is limited to one exchange per piece.

Please contact us before you send your jewelry back, so we can be sure it arrives safely. Clients are responsible for return shipping costs, and we highly recommend that you insure your package—we are not responsible for items lost in the mail.

 

Additional Information About Returns:

• Our return and exchange policy is limited to the pieces in our regular collection. We often upgrade the diamond size or quality in our existing designs as special orders for our clients, and these pieces are always final sale.
• Sale pieces are not eligible for return or exchange.
• We will not refund shipping costs for returns. Shipping costs for any returns or services (including customs fees for international clients) are the buyer’s responsibility.
• To those who live outside Israel: If the mail carrier returns your package to us because you weren’t available or contactable at the time of delivery, you will receive a refund for your order minus the shipping fee, minus any associated import fees, and minus the restocking fee for the item(s) you ordered. (Please contact us if you need to change your delivery address.)
• To domestic buyers (i.e., those who live in Israel):If the mail carrier returns your package to us because you weren’t available or contactable at the time of delivery, you will receive a refund for your order minus the shipping fee and minus the restocking fee for the item(s) you ordered. (Please contact us if you need to change your delivery address.)

Cancellation of a transaction is in accordance with the Israeli Consumer Protection Rule (Cancellation of a Transaction) year of 2010, and the Consumer Protection Law, year of 1981.

Resizing

Our current timeline for resizing requests is 1-2 weeks from the time we receive your ring.

• Ring sizing is not universal. We strongly suggest that you capture your size with one of these tools before we resize your jewelry:
• The Perfect Fit Sizer—We highly recommend this tool. It’s a sterling silver sizer and the best way to ensure that your jewelry will fit perfectly on the first try.
• Free Plastic Sizer—This is a U.S. sizing belt that is great for finding your general measurement.

We only offer half sizes. If you would prefer a quarter size measurement, just email us and we’ll do our best to accommodate.

If your ring does not fit, we offer free resizes.

 

Please Note: If you chose the “Eternity Band” style option for your ring, resizing incurs a $60 fee (as opposed to our standard complimentary service).

The client is responsible for shipping costs both ways (and for international clients that includes customs fees). We’re happy to offer resizing services, but to help our clients avoid having to wait for several weeks and pay shipping costs, we encourage everyone be sure what size you need before purchasing.