Frequently Asked Questions

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Frequently Asked Questions

Please Contact Us for anything not covered here.

Jewelry Buying Guide

Is it safe to mail a diamond?

We ship our diamonds by carriers like FedEx. As a result, the incidence of loss is generally no greater than with any other item you might ship. Additionally, all shipments are sent fully insured.

What if I would like to return the jewelry I ordered and I am unable to find the certificate or appraisal?

Loose diamonds must also be accompanied by the original laboratory grading report or a $150 charge will be assessed to replace the certificate. Please refer to the Return Policy for further details.

Can you help me resize my ring?

If your 25karats.com ring does not fit, we will resize it free of charge up to one size difference. Resizing will take approximately 2-5 business days, excluding the shipping time. 25Karats does not provide shipping cost for resizing a ring.

Can you help me keep the engagement ring a surprise?

If your delivery is over $1250 we require a signature for delivery regardless of any waivers you have from FedEx. If your delivery is under $1250 and shipped FedEx 2Day or FedEx Priority Overnight, FedEx may require a signature. These requirements are for your protection. If you would like to arrange delivery to a FedEx location call one of our customer service agents at 1-800-201-3404. Since jewelry is often given for engagement or another special occasion, we will be extremely flexible to help you create a wonderful surprise. We can expedite your delivery for a fast-approaching special occasion, or we can ship your order to an address other than your home to help you maintain your surprise. And please don't hesitate to contact one of our customer service representatives for any special requests.

Will I be liable for my jewelry order while it is being shipped?

We fully insure each order until it reaches its destination. That means that when your order is in transit to you, shipment is always risk-free. For added security, it is our policy that a signature is required for all 25Karats.com orders over $1250, regardless of any signature waivers you may have with FedEx.

Buying Online

How do I place an order?

First, place the product(s) you wish to order in your shopping cart by clicking on the "add to cart" located below the product image, as well as selecting the size of the item you wish to receive. Then, when you have finished making your selections and are ready to complete your order, click on the "checkout" icon. Continue following the easy instructions on completing your order, and select your payment option. Contact our Customer Service by clicking the "live support online" icon or by calling 1-800-201-3404 and we will be happy to assist you with any questions.

If there was a problem while submitting my order, should I just resubmit?

Please, first contact our Customer Support Team before resubmitting.

What if I have placed a duplicate order?

If you believe you may have placed a duplicate order please contact our Customer Service Support Team. We will be happy to assist you.

How do I cancel an order after it has been submitted?

To cancel an order, please have your order number in hand and contact the Customer Service Support Team as soon as possible. We cannot change or cancel an order once it has entered the shipping process. If you order cannot be canceled, and you are unhappy with it, simply return it to 25karats.com according to our return policy.

Are the prices on 25karats.com flexible?

At 25karats.com we always offer our customers the best value and the lowest possible price. All our prices are final. However, if you create an account with us and sign up for our newsletter you may receive our seasonal promotions.

Do you accept international orders?

Yes. 25Karats.com will ship all over the world at a fixed rate. For full details please refer to our shipping policy page.

Is it possible to see the diamond before it will be set in a ring?

If you would like to view the diamond prior to purchase you may choose from one of our two options. We can send the diamond to an accredited appraiser in your area for appraisal. With this method you are responsible for the examination fees of that appraiser. Should you decide to purchase the diamond we will release it to you for pick up from the appraiser's office. Should you decide not to purchase the diamond you are responsible for the $40 shipping fee. You may also choose to have the diamond shipped directly to you using a credit card. To do this, we put a hold for the full amount of the diamond on your credit card. The monies are not and will not be removed from the card until the end of the 10-day return policy. If you are satisfied with the diamond you can chose to proceed with the credit card purchase or convert to a bank wire to take advantage of the cash discount. Should you decide not to purchase the diamond, you are again responsible for the $40 shipping fee and the cost of the return shipping.

What is your refund policy?

25Karats.com offers a 30-day money back guarantee on all jewelry purchases. Refunds do not include shipping charges or re-stocking fees, if applicable. For more detailed information, please refer to our detailed Refund Policy.

How do I return an item I purchased?

Please refer to our return policy.

How long does it take to get my order?

It takes an average of 5 to 7 business days for us to handcraft, inspect and issue an appraisal for your jewelery. An additional day or two is needed for the delivery. If you would like to expedite your order please call or email our customer service.

What if I don't get my order in the standard time frame?

You will receive several emails from us after you place an order with us. We will keep you up to date with your order processing, manufacturing and the shipping. You'll be promptly notified if there are any problems or delays.

Will you deliver on Saturdays?

25karats.com offers you the option to have your order shipped by FedEx Saturday Delivery® Shipping for a fee of $15.00 extra. Shipments arrive next day. All orders are shipped pending credit approval. Please note that orders with Saturday delivery will only be shipped and delivered for Saturday arrival. Offered where Saturday delivery is available.

Can I send someone gifts from 25karats.com?

Yes. Simply indicate the two addresses during the ordering process. For your protection, be certain to contact your credit card issuer to inform them you'll be using a shipping address other than your billing address.

How do I check the status of my order?

To check the status of you order, simply click on "My Account" at the top of any 25Karats.com page. On this page, go to "My Order History", or type in your order# and email at "Check Order Status" box. Alternatively, you can always contact our Customer Service Representatives who will be pleased to help you. Please have your order number ready, or refer to you order confirmation email.

How do I track my order after it has been shipped?

To track your most recent orders simply click on "My Account" at the top of any 25Karats.com page and go to "My Order History". This is the easiest and fastest way to get the most current information regarding your 25Karats.com order(s).

Do you have a retail store located in my state?

25karats does not operate retail locations. This allows us to cut overhead costs and focus exclusively on quality and service - providing you with a high quality product at a much better value than your local jewelry store. By the same token, we understand how important it is for our customers to see and feel jewelry - especially a piece of jewelry as personal as an engagement ring. That's why we offer free shipping on all our items, a 30-day money back guarantee, and free ring resizing We welcome visitors to our New York office. Office visits are by appointment only. Please contact our Customer Service center at 1800 201 3404

Where are the offices of 25karats?

Our corporate office is located in the heart of the New York diamond district 25karats LLC. Diamond District 31 West 47th Street Suite 607 New York, NY 10036

What is the credit card security code?

The security code is a 3 or 4 digit number that appears on your credit card. Visa and MasterCard users will find this code above the signature on the back of the card. Discover and American Express users will find this number on the top right of the front of the card.

Will I be charged sales tax on my order?

25Karats only collects sales tax on orders that are shipped to New York State

Can I ship to an address that is different from my billing address?

Yes.

Will I receive a discount if I pay by bank wire?

Yes. Bank wire customers receive a 1.5% discount off their entire order.

Do you have gemologists on staff?

Yes. We currently have G.I.A Graduate Gemologists on staff.

Diamond/Jewelry Questions

What's a karat? What's the difference between a karat and a carat?

Simply put, a karat is the unit of measurement used to indicate the purity of gold. This is because gold is in fact a mixture of gold and other metals. Pure gold is 24-karat (24K), 18-karat gold is 75% pure, and so on. Carat is a term used to measure the weight of a diamond, e.g. 1-carat, 2-carat, and so on. One carat is equal to 0.2 grams. Please refer to our Education tab for more detailed information.

What are the 4Cs?

Diamonds are graded and priced according to what is universally referred to as the '4Cs'. The 4C's include Cut, Color, Clarity and Carat weight. Each is a description of the various characteristics of a diamond. For example, Cut refers to the shape of the diamond, which affects its fire and brilliance. Color refers to the amount of color in the diamond (the less color a diamond has, the more valuable it is, all other factors being equal). Clarity describes the number of natural blemishes and inclusions a diamond has, and Carat Weight is simply a measurement of the diamond's weight (not its size). Please refer to our Education tab for more diamond details.

Why is 18K gold more valuable than 14K?

Simply put, 18 Karat gold is more pure, meaning it contains a higher percentage of gold. Pure gold is 24-Karat (24K), 18-Karat gold is 75% pure, and so on. Please refer to our Education section for more details regarding gold.

What do the markings on the back of my jewelry mean?

Jewelry that has a number and a 'K', this denotes its Karat amount, or the purity of the gold in the piece. Gold is actually a mixture of gold and other metals. Pure gold, 100%, is 24-karat (24K) , 18-karat gold is 75% pure, and so on. Please refer to our Education tab for more details regarding jewelry terms.

Why do similar pieces of jewelry have such different prices?

There are many factors that can affect the value of gold jewelry. Since gold is sold by weight, heavier pieces can be more costly than lighter ones.

What's the best way to care for and clean a diamond?

General guidelines for caring for and cleaning your diamonds include the following: Avoid wearing your diamonds while doing housework, yard work or any other kind of rough work. Also, when doing household chores, never allow your jewelry to come into contact with chlorine bleach. Even though a diamond is extremely durable, a hard blow could chip it. General preventative measures will ensure your diamond remains true to it's glory. To clean your diamonds you may choose to do the following: 1) In a bowl of warm, sudsy water with a bit of any mild liquid detergent. Brush the pieces with a soft brush, then transfer them to a wire or tea strainer and rinse with warm water. Pat dry with a soft lint-free cloth. 2) Many choose to use an Ultrasonic jewelry cleaner as they work quite well also.

What's the best way to care for and clean gold jewelry?

The following guidelines will help ensure the beauty of your jewelry remains looking new: 1) Avoid contact with bleach, soap, perfume, cosmetics, hairsprays, etc. 2) Take your jewelry off at night and store it in a jewelry box with compartments that keep pieces from rubbing against each other. 3) Clean your gold jewelry in a bowl of warm, sudsy water with a bit of any mild liquid detergent. Brush the jewelry with a soft brush until you have created a lather around it. With the jewelry on a plastic or metal strainer, rinse off with warm water. Do not clean your jewelry over the sink to prevent it from falling down the drain. Pat your jewelry dry with a soft, lint-free cloth.

What is your position on conflict diamonds?

25Karats.com is dedicated to supporting the Kimberley Process and to ensuring that none of the diamonds we buy are conflict diamonds. We believe that financing violence is unacceptable to our business and we take this issue very seriously. We take extreme pride in our ability to purchase stones directly from cutters allows us to be extremely cautious and selective with our sources. We only buy from sources that adhere to the same uncompromising philosophy. Our diligence in doing business only with vendors who comply with the KPCS is our assurance, and promise to you as our customer, that we do not conduct business with, nor do we sell any product comprised of conflict diamonds.

What is the difference between certified loose diamonds and uncertified diamonds?

Certified diamonds have had their quality examined and confirmed by a major laboratory. You will receive the certificate from a reputable laboratory and have the confidence of knowing that the quality of the diamond is accurate to its representation. Uncertified diamonds have not been graded by a major lab, and therefore, do not offer the security and accuracy that its counterpart does. Certified diamonds are also significantly more valuable than comparable uncertified diamond.

What does the term "eye clean" mean?

"Eye-Clean" is a term used to describe a diamond that is clean to an unaided eye in a face-up position from a distance of 8 to 10 inches. Diamonds of VS2 or higher in quality will always be eye-clean. Diamonds of Si1, Si2 and I1 need to be visually inspected to determine whether any inclusions are visible from the top. We can inspect any diamond at no charge.

How can I make sure the diamonds I receive are actually the diamonds I ordered?

We ship every loose diamond and diamond engagement ring with an independent GIA report. This report can be examined by a qualified gemologist and compared against the unique characteristics of your diamond.

Are any of your diamonds laser treated, clarity enhanced, color enhanced, or modified in any way?

No. 25Karats only sells diamonds that are 100% natural and untreated. The Gemological Institute of America (GIA) will not issue grading reports on diamonds that have been treated or enhanced, so purchasing our diamonds - which are all GIA certified -- is another guarantee that your diamond is natural.

Privacy Questions

What information does 25karats.com gather about me?

You may rest assure that all information provided to 25Karats.com when making a purchase remains confidential. It will never be sold to another company. When making a purchase at 25Karats.com you will provide the following information: 1) Name 2) Email Address 3) Billing and shipping address 4) Type of credit card used to make your payment 5) Credit card number and expiration date

How does 25karats.com use information it gathers about me?

All personal information we acquire will be treated as confidential. We will not release any information to non related third parties. 25Karats.com does not sell your personal information such as name or email address.