Frequently asked questions
Will I receive updates once my order has been placed?
Of course! With your order you'll receive a confirmation email with all the details. Plus, as your jewelry is made to order, we'll update you every step of the way with what we're working on and when we expect it to be complete.
Which payment methods do you accept?
We accept all major credit cards, Apple, Google, Amazon Pay and PayPal as well as Klarna financing and bank wires.
Do you have any financing or payment plans available?
We offer up tp 36 easy installments with Klarna. For a smooth financing experience, simply select Klarna at checkout. For more details see our financing info page.
Is your checkout secure?
Yes, we use industry leading SSL secure checkout with Shopify. If you select Paypal or Amazon Pay, you'll be redirected to their secure checkout and then back to our website for the order confirmation.
Can I order over the phone?
For your privacy and security we do not accept payments over the phone. Ordering online is the most secure method as no-one will see any of your payment details.
Do you accept wire transfers?
Yes we do. If you'd like to make payment by bank transfer and receive a 2% discount on your order, please contact us to receive an invoice with the details.
Do you accept Bitcoin or other cryptocurrencies?
We are in the process of integrating this option on our website. For now, please contact us and we will process your order manually.
What do you use my personal information for?
Where can I add a note to my order?
Once you add an item to your cart, you'll have a small box there for adding notes. For example if you'd like 1/4 sizes or a later delivery.
How do I change my order?
If an order has not yet shipped, simply contact us to request a change. Please note that this will likely delay your original estimated shipping date.
How do I cancel an order?
If an order has not yet shipped, simply contact us to cancel your order for a full refund.
Is it possible to speak to you over the phone?
Our preferred method of communication is chat or email, for the simple reason that it's easier for both sides to refer back to. Jewelry and especially diamonds can be both expensive and include technical details. We also like to send photos and videos of diamonds, jewelry and certification when useful or requested. However, if you're unsure of something and would like to speak to us over the phone, please feel free to call us on 1-800-344-4888.
All orders ship with free, fully insured FedEx delivery within 5-9 working days.
Will I receive a tracking number once my order has shipped?
Once your order ships with FedEx, you'll receive an email with your tracking number. You'll also be able to track your order by logging into your account.
When will my order ship?
All of our jewelry is made to order and so requires 5-7 working days to be crafted. Platinum jewelry can take 1-2 days extra as it requires more work to cast and polish.
How long does shipping take?
US delivery takes 1-2 working days, Canada and Western Europe take 2 working days, while Asia and Australia take 3-5 working days to arrive.
Is shipping really free?
Yes. All orders ship with FedEx express delivery. If you're ordering from outside the US, please note that your country may charge duties at local customs.
Is my order insured?
Yes. You're covered until your fine jewelry is safely delivered. We ship thousands of pieces of fine jewelry every year smoothly and securely.
Do you ship internationally?
We currently ship to the US, Canada, Western Europe, Australia and select destinations in Asia (Hong Kong, Singapore, Israel and Malaysia).
If you'd like to request delivery to another location, please contact us before ordering so we can check if your country has any import restrictions or whether our shipping insurance deems it a high risk destination.
Are there extra costs involved to ship outside the US?
Most countries will charge some import taxes and duties when the package arrives at your local customs. These costs can range from 5%-25% of your order. We've researched our top destinations for your convenience. Check out the details here.
How is my order packed?
We ship our jewelry in an elegant jewelry box, inside a branded box that includes all your certificates. This is then secured within a sealed and discrete, standard FedEx box.
Can I order to a PO Box?
Unfortunately this isn't possible as we require a signature delivery for the shipping insurance.
Can I collect my order from New York?
Absolutely. If you'd like to arrange a pick up from our Fifth Avenue location, please contact us to arrange a time to come. The building security will require photo ID to be provided beforehand and upon arrival. Please note also that as your jewelry will be made to order, we would still require the same 5-7 working days to craft your piece.
What if I'm not happy with my order?
You have 30 days to return it for a full refund. We believe in the quality of our products so much that even though they're made to order, we still accept returns. We'll even pay for the return shipping.
Can I return, even if it's made to order?
Yes. All items on our website can be returned within 30 days of receipt, unless they were custom designed upon request.
Who pays return shipping?
We will provide you with a prepaid FedEx shipping label within the first 30 days to return an item. After this time, the cost is $40 including insurance.
How do I initiate a return?
Simply contact us with the reason for the return and your order number and we will provide the shipping label.
What if I need ring resizing?
We offer free first time resizing services within the first 90 days of receipt. We can resize up to one US size larger or smaller only, for quality purposes.
Shipping to our New York location costs $40 each way with insurance. Full eternity rings unfortunately cannot be resized, so we recommend ensuring an accurate size before placing an order.
How should I pack my return?
Please include all original certification and the jewelry itself in the jewelry box, inside a small sealed shipping box. Please ensure that the contents of the box do not rattle when shook.
Do you offer upgrades?
Store credit for 100% of the original purchase price will be issued towards a new item, when upgrading to a product that is at least 2x the price.
What does the lifetime warranty cover?
All our jewelry is made to order with the finest craftsmanship and attention to detail. From the moment your jewelry is delivered, you're covered by our lifetime warranty on any manufacturing defects. In case a repair is required under warranty, we only request the cost of shipping each way be covered ($40 each way including insurance).
Are clarity enhanced diamonds warrantied for life?
Yes. The enhancement process can be reversed with exposure to extreme heat or corrosive materials - usually when another jeweler works on the ring unaware that the diamond has been treated. In such cases we will re-enhance the diamond at no cost. Shipping each way costs $40 with insurance.
Where do I send my jewelry to be repaired?
US customers will receive a shipping label to send to our New York location, while customers from overseas will ship to our Israeli facility. All paperwork will be provided to simply print out.
Where can I get insurance for my jewelry?
We recommend using Jewelers Mutual as they provide jewelry specific cover for theft, loss, damage, repairs and maintenance. Visit JewelersMutual.com/Protect to get an instant online quote. Our jeweler code is A02249.
Note that similar insurance may be available from alternative providers.
A stone has fallen out. Can I get a free replacement?
Gold and platinum are soft metals and while fine jewelry is made to last a lifetime and beyond, it can be damaged. Small prongs can be bent or broken and this can cause stones to come loose. Our jewelry is made to the highest standards, however we have no way to control what happens (even accidentally or without knowing) once it leaves our hands. Replacement stones are not covered by our warranty and we recommend taking out insurance for loss, theft damage and general maintenance once your jewelry has been delivered.
Can I make custom requests?
Decades of experience in both jewelry design and gemology helped us create our collection and to hand-pick our diamonds. However, if you'd like to request something slightly different such as a change of metal or main stone, please feel free to reach out.
Why is made to order better quality?
Every piece we make is crafted and inspected to ensure the highest quality and attention to detail. Stones are hand selected and set in your ordered setting to ensure they're both secure and aesthetically set. Plus, when we craft a ring, it's made in your size without any cutting and soldering to get it right. Read more why made to order jewelry is better here.
What is F/VS2 diamond quality?
Can I see the actual diamond and certification?
Absolutely. Simply contact us before purchasing and we'll send over our expert recommendation(s). Once you've found 'the one' we'll put a hold on your chosen stone for you for 24 hours.
Is your jewelry available elsewhere?
All of our jewelry is exclusively designed and crafted in-house and is not available from other stores.
Who designs your jewelry?
All of our jewelry is exclusively designed by our head designer, Shiree Odiz and her team. Our designs are contemporary and timeless with familiar features but with extra care and attention to the smallest of details. To achieve the highest level of aesthetic, we've considered every angle and measurement of our jewelry to be proportionally perfect to the stones, to be comfortable and durable.
Who makes your jewelry?
Every piece is made to order from master models, casted, polished and crafted in-house by our expert goldsmiths and diamond setters. There's no 'production line' or mass produced jewelry, so you can rest assured that the most skilled artisans have worked on your jewelry, whatever you choose.
Where do you source your diamonds and gemstones?
All of our diamonds come from well established, licensed and vetted diamond mines, cutters and official members of the diamond trade. Natural diamonds are certified conflict free and are mostly originated in India and Canada, whereas lab grown diamonds and moissanite are sourced from hand-picked, eco-friendly, responsible facilities.
Why is made to order jewelry more ethical and sustainable?
No inventory means no mass production nor cheap labor. It also means no waste. Our diamonds are carefully selected from official, conflict-free, Kimberly certified sources, supporting responsible and family-run businesses like our own and their supporting local communities. We also pay a premium for expert craftsmanship, certified and truly eco and human friendly raw materials, without any extra cost to you.
Do you work with silver, cubic zirconia and other lower cost materials?
Our focus is on fine gold, platinum, diamonds and precious gemstone jewelry only. Lower cost materials are generally better suited for mass produced, factory made jewelry.
Can I order an item in rose gold?
Both 14k and 18k rose gold are available on request for most of our designs.
Can I add an inscription inside my ring?
Yes you can. Simply add the inscription product to your order. We accept up to 16 characters maximum, including spaces, to ensure the best aesthetic.
Who is Shiree Odiz?
New York born jewelry designer Shiri Odiz is 3rd generation in the diamond trade after her father and grandfather. We founded Shiree Odiz in 2006 to bring high-end designer jewelry and boutique personal service to the internet. You can read our head designer's story and our brand journey here.
Where are you located?
We have locations in 580 Fifth Avenue, Suite 1818, New York and in the heart of the Diamond Exchange in Israel. Most orders will ship from our design hub in Israel, where we source the majority of our diamonds while logistics, returns and service are from our NY office.
Are you a reputable store?
Since 2006 we've delivered thousands of gold, platinum and diamond jewelry orders to customers across the US and the world. We're proud to say that we have a 99% satisfaction rating with thousands of online reviews and zero BBB complaints since our foundation. Check out some of our customer testimonials here.
Are you a licensed member of the diamond trade?
We're 3rd generation in the diamond trade and are licensed jewelers for the purchase of precious metals and gemstones. We are committed to strict AML and trade norms and regulations, ensuring safe and ethical sourcing of all our raw materials.
Can I visit your store?
You're welcome to visit our Fifth Avenue location to collect, adjust or repair your jewelry. However, as we make all our jewelry to order and as a primarily online brand, we don't have a showroom or inventory of jewelry on display. Our choice not to have a physical store allows us to stay true to our values, offering made-to-order, high-end, sustainable fine jewelry at affordable prices.