Question 1

How long does it take to make jewelry?

Accepted Answer

Our gold jewelry is made to order and takes typically 3-4 weeks to ship out. Platinum items can take up to 4 weeks to ship.

Question 2

Can I change an order?

Accepted Answer

If you’re not certain about what you’ve ordered, please let us know and we’ll do our best to help you find the perfect piece We can help you change the metal type or color, center stone, ring or bracelet size, and make other adjustments.

Please note that we can only make changes to an item once, so please include all requested changes at the same time.

Question 3

Can I customize an order?

Accepted Answer

Yes, absolutely! If you’d like to customize one of the designs available on our site, or have a completely different design in mind, feel free to share it with our support team. They will consult with our jewelry designers to determine if the design is feasible.

Question 4

Can I get help with placing an order?

Accepted Answer

We’d be happy to assist you! You can reach us by phone at +1 (212) 203-9900, through the live chat icon in the bottom-right corner of our website, or by email at contact@keyzarjewelry.com. You can also fill out our contact form and we will get back to you.

Question 5

How is the virtual ring sizer?

Accepted Answer

Our virtual ring sizer is meant to help you find you or a loved one’s ring size. If you prefer, you can also check your ring size at a local third party jeweler. Our ring sizes are in US sizes, for reference.

Question 6

Do you offer an engraving service?

Accepted Answer

Yes, absolutely! You have the option of writing with up to 20 characters of text, which includes numbers, symbols and letters. Popular options include anniversary dates, birthdays, initials, secret messages, phrases with special meaning, and family names.

Please note, engraved items are non-refundable and non-exchangeable. Please see our Terms of Use for more information on our Return and Exchange policy.

Question 7

Can I order just a setting?

Accepted Answer

Yes. Each engagement ring setting product page features a "Buy Setting Only" button. Buying a setting only requires you to have the exact dimensions of your center stone in millimeters (Length x Width x Height) at hand. These details can usually be found on your center stone’s certificate.

Question 8

Can I order just a diamond?

Accepted Answer

Yes! We offer loose diamonds for sale. If you need help finding a diamond, we’d be happy to advise! Once you’ve found the perfect stone, please get in touch with our support team, and we will assist in placing an order for a loose diamond.

Question 9

Do you have matching sets?

Accepted Answer

Absolutely! We have lots of matching engagement rings and wedding bands. Some stunning bridal ring sets include the Penelope Engagement Ring and Wedding Band, the Lindsey Engagement Ring and Wedding Band, and the Twig Engagement Ring and Wedding Band.

Question 10

Can I send you my jewelry?

Accepted Answer

Unfortunately, we do not accept jewelry that was made by other companies for repairs, cleaning, exchanges, or any other services.

If you have purchased a Keyzar piece, and need some kind of service on it (ie, rhodium re-dipping, resizing, or cleaning) feel free to let us know. We offer a Lifetime Warranty on all of our jewelry, including cleaning and rhodium replating, among other services. We will help you ship your jewelry to us using insured, secure shipping!

Question 11

Is it possible to track the status of an order?

Accepted Answer

Placed an order and want to know what stage of the production process your jewelry is in? Feel free to reach out to our support team, who will be happy to let you know the status of your order.

Question 12

Can I place an order over the phone?

Accepted Answer

Unfortunately, we do not take orders over the phone at this time. You may only place your order using our website. If you need assistance navigating our website or placing an order, feel free to give us a call at +1 (212) 203-9900. We will be happy to guide you!

Question 13

Do you have jewelry in stock?

Accepted Answer

Yes! We have a Ready to Ship collection. This jewelry can be shipped out within just a few days. If you are in a time crunch, and want a beautiful piece, the Ready to Ship collection has wonderful pieces to offer.

Question 14

How can I find a diamond that is not in your inventory?

Accepted Answer

If there’s a diamond you are looking for and can’t find on our website, contact us and let us know what you are looking for. We will do our best to help.

Question 15

Are all of your white gold rings rhodium-plated?

Accepted Answer

Yes, all of our white gold jewelry is rhodium-plated. Rhodium plating gives the jewelry a gorgeous, white sheen. Occasionally, with normal wear and tear, white gold requires replating. We offer rhodium replating of white gold jewelry as part of our Lifetime Warranty. If your jewelry requires replating, let us know!

Question 16

Can I change my payment method after placing an order?

Accepted Answer

Yes, absolutely. If you would like to change your method of payment, please contact customer support. We will switch your method of payment within 1-2 business days.

Question 17

Do you have a financing option? Can I pay in installments?

Accepted Answer

Yes. You can choose to pay using Shop Pay or Klarna at checkout. Please be aware, some of these payment plan companies are only available to customers living in the US and Canada. We also offer short-term, in-house payment plans. You can choose to split your cost into up to three payments. Once 50% of the cost has been covered, your jewelry will go into production. Once the piece has been fully paid for, it will be shipped to you. To inquire about in-house payment splitting, please contact us.

Question 18

Can I pay through a wire transfer?

Accepted Answer

Yes, that is possible. Please get in touch with us to acquire the details you need in order to proceed with a wire transfer payment.

Question 19

When is my card charged?

Accepted Answer

If you have chosen to pay without a payment plan, your card will be charged immediately. You should be able to view the transaction in your credit card statement online or via an app.

If you have chosen to pay using a SplitIt payment plan, the first payment will be deducted as soon as you place your order. The remaining amount that is yet to be charged will appear as pending on your credit card account. Each time a payment is to be made, it will be deducted from the sum that is pending. Once you’ve made all of the payments, you will no longer see any sum pending in your account.

If you have any questions regarding how Klarna and Shop Pay charge your card, we recommend reaching out to them.

Should you have any questions about the charge(s) on your card, feel free to reach out to us. We will be happy to help clarify.

Question 20

How do discount codes work?

Accepted Answer

Discount codes are to be applied during checkout in order to reduce your final total. Most often, you may only use one discount code per order. If you have any questions regarding discount codes and sales going on, feel free to reach out to us.

Question 21

Are your prices in USD?

Accepted Answer

The prices listed on our website are mentioned in USD by default. However, you can change the currency to CAD, AUD, EUR, or GBP, for your convenience.

Question 22

How long will it take to receive my order?

Accepted Answer

Our jewelry is made to order and handcrafted with care. Gold jewelry typically takes 3–4 weeks to ship, while platinum jewelry may take up to 4 weeks. Items from our Ready to Ship collection are typically ready to ship within four business days.

Once your order is ready, it will be shipped via FedEx. US orders are shipped with FedEx Overnight, while international orders are shipped with FedEx International Priority. Please note that international deliveries may experience delays due to customs clearance.

If you need your jewelry by a specific date, please contact us and we’ll do our best to accommodate your requested timeline.

Question 23

How do I ship my return back to you?

Accepted Answer

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.

You are eligible to return your non-custom item within 30 days of 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.

Question 24

Is shipping insured?

Accepted Answer

Yes! We understand that ordering fine jewelry online and having it shipped may evoke concern. We make every effort to make you feel confident that your jewelry is safe during shipment.

We insure your package at no additional cost to you, so that your jewelry is protected in case it is misplaced or stolen.

Question 25

Do you ship to PO boxes?

Accepted Answer

Unfortunately, no. We only ship to residential addresses. We do not ship to PO boxes, parcel lockers, APO or FPO addresses. This is a preventative measure to ensure the safety of your package during shipping.

In order to protect your item during shipment, we require signature upon delivery of your package.

Question 26

Is signature required upon delivery?

Accepted Answer

Yes. Your package may only be released to you once it has been signed for (either by you or by another adult). This is to help ensure that your order arrives safely to you or someone you trust. Once your order is out for delivery, we encourage you to make time to be available to receive your package. FedEx will attempt to deliver three times, and you may contact them to attempt to coordinate a delivery time that works for you.

Note that the signer must be an adult (over the age of 21 in the USA, or 18 in most other countries), with a government ID to that effect.

Question 27

I just missed the mailman! What should I do?

Accepted Answer

Not to worry! FedEx will attempt to deliver your package three times before the package is returned to our office. Since you or another trusted adult must be available to sign for your order, you must find a time that you are available at home to receive your package. We encourage you to be in touch with FedEx to coordinate a delivery time that is convenient for you.

If you’ve missed the delivery of your package three times, your order will be sent back to our office. Not to worry, we will coordinate with you to ship your package back to you!

Question 28

Is the packaging discreet?

Accepted Answer

Yes! When your jewelry is packaged for shipping, the package is placed in a sealed FedEx box without the words Keyzar or Jewelry mentioned on it.

We make every effort to make sure that your order is safe during shipping and does not stand out as a valuable package. We do our very best to ensure your order arrives safely to you.

Question 29

How much does shipping cost?

Accepted Answer

Shipping is free of charge on any jewelry item you choose. Whether you choose to ship your order to a US address or an international address, we will ship your piece for free.

Question 30

What comes in the package?

Accepted Answer

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.

Question 31

Can multiple orders ship together?

Accepted Answer

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 KZ****), 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.

Question 32

What shipping address may I use?

Accepted Answer

Kindly choose your residential address, or the residential address of a trusted family member or friend above the age of 18 (or 21 for USA addresses), 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 at 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.

Question 33

Do you have a store where I can try on rings? Where are you located?

Accepted Answer

Yes! We have a showroom at Rockefeller Center in New York City, where you can explore our jewelry in person and meet one-on-one with a jewelry expert.

Our showroom is located at 1 Rockefeller Plaza, Suite 1110, New York, NY 10020.

Appointments are available Monday through Thursday from 9 AM to 5 PM and Friday from 9 AM to 4 PM. We recommend booking an appointment in advance.

Question 34

What is your return policy?

Accepted Answer

According to our policy, non-custom items may be returned within 30 days of receiving the order.

Jewelry that is non-custom is any piece that has been built on our website: an existing design, with an added center stone, and possibly with applicable extra features that are offered online. Custom-made items include customizations that have been communicated directly to our support/design team, pieces that do not appear on our website, engraved items, and other special requests.

If you’re wondering if your piece is considered custom-made and whether it is eligible for our Return Policy, please reach out and we will be happy to advise!

Question 35

How do I start a return?

Accepted Answer

To start a return, you may reach out to our support team or fill out a service request online.

We will review your request according to our policy, and if approved (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 after you first receive your item.

Question 36

How long until I get my refund?

Accepted Answer

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.

Question 37

Can I exchange my purchase?

Accepted Answer

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.

Question 38

Can I change my payment method after placing an order?

Accepted Answer

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.

Question 39

Can I cancel my order?

Accepted Answer

You can cancel your order at any point during production. Please let us know at your earliest convenience that you would like to cancel your order.

Question 40

How much is the return shipping fee?

Accepted Answer

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.

Question 41

Do you offer lab diamonds?

Accepted Answer

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 here. 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.

Question 42

Are your diamonds certified?

Accepted Answer

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 a digital or physical certificate, or both. We invite you to visit each agency’s website to learn more about their process of certifying diamonds.

Question 43

Are lab diamonds real diamonds?

Accepted Answer

Lab diamonds are chemically and physically the same as natural diamonds. The primary difference is how they are formed and sourced.

Natural diamonds form deep within the earth under intense heat and pressure, while lab diamonds are created in controlled laboratory environments using methods such as Chemical Vapor Deposition (CVD) and High Pressure High Temperature (HPHT).

Both methods produce real diamonds with the same chemical and physical properties as natural diamonds. Lab diamonds are typically available at a lower price than comparable natural diamonds, making them an attractive option for customers looking to maximize their budget.

Question 44

What is the difference between lab and natural diamonds?

Accepted Answer

The primary difference between lab and natural diamonds is how they are formed and sourced. Natural diamonds form deep within the earth, while lab diamonds are created in controlled laboratory environments that replicate the conditions under which diamonds naturally form.

Lab and natural diamonds have the same chemical and physical properties and can exhibit the same brilliance and sparkle. Specialized equipment may be required to determine whether a diamond is lab grown or natural. Lab diamonds are also typically available at a lower price than comparable natural diamonds. You can read more about lab diamonds here.

Question 45

Are your lab diamonds certified?

Accepted Answer

Yes! All of our lab diamonds are certified by either GIA or IGI. These are internationally recognized organizations which evaluate and grade lab diamonds, natural diamonds, and many other gemstones. Depending on the organization that certifies your diamond, you will receive a physical copy of the certificate along with the jewelry you’ve purchased. Other organizations provide soft copies of the diamond certificate.

Question 46

What are GIA and IGI diamond certificates?

Accepted Answer

GIA and IGI are gemological organizations that evaluate and grade natural and lab grown diamonds. Their grading reports provide information about a diamond’s characteristics, including carat weight, color, clarity, cut, and other identifying details.

A GIA or IGI diamond grading report provides important information about the characteristics and identity of your diamond. It is also relevant in the case you wanted to insure your jewelry with a third party insurer.

Question 47

What are the "4 Cs"?

Accepted Answer

The 4Cs of diamonds are four key characteristics used to evaluate a diamond: cut, color, clarity, and carat weight. Clarity refers to the presence of internal and external characteristics, color refers to the amount of color present in a diamond, carat weight measures the diamond’s weight, and cut refers to how well a diamond’s proportions, symmetry, and polish allow it to interact with light.

The importance of each characteristic can vary depending on the diamond shape, allowing you to prioritize the qualities that matter most to you and your budget. Be sure to check out the blog post pertaining to your desired diamond shape, or check out the story under the stone you’re eyeing, to learn more.

As always, feel free to reach out to our support team for advising on choosing the right diamond for you.

Question 48

How often do you add diamonds to your inventory?

Accepted Answer

Our diamond catalogue is constantly being updated, and is subject to change by the hour. If you’re looking for something specific but can’t seem to find it in our catalogue, reach out to us. We will help you find the perfect diamond for you!

Question 49

Can I get insurance on a lab grown diamond?

Accepted Answer

While we do not offer insurance policies for diamonds or jewelry, we provide a complimentary jewelry appraisal with your order, along with any applicable diamond grading reports. If a physical copy of your diamond grading report is not provided, please contact us for assistance.

You can use your jewelry appraisal and diamond grading report to obtain insurance for your jewelry through a third-party insurance provider.

Question 50

What gemstones do you offer?

Accepted Answer

We offer natural diamonds, lab diamonds, and moissanite stones. We occasionally incorporate other gemstones (ie., sapphires, emeralds) in custom jewelry. If you’re interested in ordering a custom piece with unique gemstones, please contact us, and we’ll be happy to accommodate your request.

Question 51

Is moissanite a lab diamond?

Accepted Answer

Moissanite is not a lab grown diamond. It is a distinct gemstone made of silicon carbide. While moissanite occurs naturally, natural moissanite is extremely rare, so the moissanite used in jewelry is typically created in a laboratory.

Moissanite is a durable alternative to diamonds, ranking approximately 9.25 on the Mohs hardness scale compared to a diamond’s 10. It also has its own distinct brilliance and fire. You can read more about moissanites here.

Question 52

Are your moissanite colorless?

Accepted Answer

Yes! Although moissanite stones don’t have their own formal color scale, they are informally graded according to the diamond color scale. Our moissanites are graded D-F, which, on the diamond grading scale, are colorless grades.

Question 53

Will moissanite lose its sparkle?

Accepted Answer

No. Your moissanite stone should sparkle forever if cleaned and serviced regularly. Moissanites do not lose their sparkle over time.

If you’d like to send in your jewelry for a cleaning, let us know.

Question 54

What are lab-created gemstones?

Accepted Answer

Lab-created gemstones are produced in controlled laboratory environments. Depending on the gemstone, different processes are used to replicate the conditions required for crystal growth. Lab-created gemstones can have the same chemical, physical, and optical properties as their natural counterparts.

Question 55

Is moissanite durable?

Accepted Answer

Yes, it is! Moissanite is the second hardest gemstone available, which makes it a suitable alternative to a diamond. Moissanite is 9.25-9.5 on the Mohs hardness scale, while diamonds are a 10. With normal everyday wear, your moissanite will last you a lifetime.

Question 56

Do you offer alternative gemstones?

Accepted Answer

We certainly do! We have incorporated gemstones such as sapphires into custom jewelry pieces in the past. If you are interested in incorporating gemstones other than diamonds or moissanite in your jewelry, contact us to learn more.

Question 57

I have my own diamond/gemstone I'd like to set into my ring. Can I send it to you to set into one of your designs?

Accepted Answer

While we are unable to receive outside materials and stones to work with, you may purchase an empty setting (i.e. without a center stone) and have your own stone set in locally.

Question 58

How do I go about ordering an empty setting?

Accepted Answer

The option to purchase a setting only is available on each engagement ring setting page. To complete your purchase, we will ask you for two things: a top-view photo of your diamond or gemstone and its precise measurements in millimeters (length, width, and height). Accurate measurements are essential to ensure the stone fits the setting properly and can usually be found on your center stone’s certificate.

Question 59

Does the warranty apply to setting-only purchases?

Accepted Answer

Yes. Our warranty applies to setting-only purchases as long as the setting has not been altered by a third-party jeweler. Once a third-party jeweler sets your stone or otherwise alters or works on the setting, the warranty will be void.

Question 60

I bought an empty setting. Am I able to return/exchange it?

Accepted Answer

Setting-only purchases may be returned or exchanged within 30 days of receiving your order, as long as the warranty remains valid.

Question 61

I bought an empty setting. Am I able to resize it with you?

Accepted Answer

We offer the first resize free of charge, for one year after purchase, and only for as long as the warranty is still intact.

Question 62

Can I order a custom design as a setting only?

Accepted Answer

Generally speaking, we do not offer custom-made empty settings. You may apply any available extras to customize your setting order, but further custom requests may be impossible. We recommend reaching out to our Support Center to be sure.

Question 63

Do you offer a warranty?

Accepted Answer

Yes, we do. All of our jewelry is covered by our Lifetime Warranty, which includes services such as rhodium plating, prong tightening, and cleaning. These services are provided at no additional cost beyond shipping. You can read more about our Lifetime Warranty here.

Question 64

Do you provide cleaning for jewelry?

Accepted Answer

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.

FAQ

Frequently asked questions

Frequently asked questions

My Orders

Contact UsNeed assistance?

Email Us

Support

Live Chat

Virtual Appointment