FAQ
Frequently asked questions
If your question isn’t covered here, get in touch — we’re happy to help.
About the diamonds
Are these real diamonds?
Yes. Lab-grown diamonds are real diamonds with the same essential chemical composition, crystal structure, hardness and optical properties as mined diamonds. They are not cubic zirconia, moissanite or another diamond simulant. Specialist laboratories can identify their growth origin and independently assess their quality.
How are lab-grown diamonds made?
Using one of two methods: High Pressure High Temperature (HPHT), which mimics the geological conditions that create natural diamonds, or Chemical Vapour Deposition (CVD), where diamond crystals are grown layer by layer from carbon-rich gas. Both methods produce true diamonds.
Can lab-grown diamonds be certified?
Yes. Every diamond we set is lab-grown, D–F colour and VS1 clarity or better. Every piece with a centre stone of 1.00ct or above — in silver or gold — comes with an individual IGI grading report as standard, at no extra cost, and it does not add to your lead time. Multi-stone designs such as tennis bracelets, where many smaller stones are matched, are not individually graded.
Will the diamonds discolour or lose their sparkle?
No. Lab-grown diamonds have the same hardness, brilliance, and optical properties as mined diamonds. They will not cloud, discolour, or lose their fire with age. Normal cleaning is all that’s required to keep them looking their best.
How are your diamonds sourced?
Our diamonds are grown in a controlled facility rather than mined, and the supply chain is traceable from the growing facility through to your finished piece. Every stone is set into a piece made to order rather than mass-produced. What we won’t do is put an environmental comparison in front of you: the published figures come from studies funded by competing sides of the industry and they contradict each other, so we don’t repeat them. Grown not mined, traceable, and made to order is what we can stand behind.
About the metals
What metals do you work with?
Solid 925 sterling silver, and solid 14kt and 18kt gold in white, yellow, or rose. Our gold starts at 14kt, never 9ct — 58.5% pure gold against the high street’s 37.5%, and your hallmark shows it (585 rather than 375). We never use plated metals, gold-filled, or vermeil sold as solid gold.
Are pieces hallmarked?
Where UK hallmarking law requires it, yes. The thresholds apply to silver above 7.78g and gold above 1g; pieces above these are sent to a UK assay office and stamped before dispatch.
Which metal should I choose?
925 sterling silver is the most accessible option and a bright, clean canvas for diamonds. 14kt gold is the sweet spot — more than half pure gold, noticeably richer in colour than high-street 9ct, yet harder-wearing than 18kt: our everyday choice. 18kt gold has the richest colour and highest gold content, for a warmer, more luxurious feel. All gold comes in white, yellow, or rose. If you’re unsure, ask us — we’ll guide you based on the piece and how you plan to wear it.
About pricing and ordering
Do all pieces show a price?
Yes — the price you see is the real price for that design in the metal and specification listed, and you can order it directly. No “enquire for pricing,” no surprises at checkout.
How do your prices compare to other jewellers?
We price directly from the metal, diamond specification and making cost, and sell without a traditional retail network. When you compare jewellery, check the metal purity, diamond colour and clarity, total carat weight, independent documentation and whether the metal is solid. Our gold starts at 14kt and our lab-grown diamonds are D–F colour and VS1 clarity or better.
How do I buy, or commission something bespoke?
Just choose your metal and add to basket — checkout is secure and standard. If you have something fully bespoke in mind, start on our Custom Jewellery page. We reply to enquiries within one to two working days.
Do I need to pay a deposit?
No — for pieces priced on the site, you pay in full at secure checkout and we put your piece straight into production. For fully bespoke commissions, a design fee of £100 — or £150 for larger or more complex pieces — is payable before we begin the design and quoting process, and is credited against the final cost if you proceed. Deposits apply only to statement pieces and fully bespoke commissions that go through a written quote, where a 50% production deposit secures your piece and the balance is due before dispatch.
What payment methods do you accept?
All major credit and debit cards, plus the standard digital wallets supported by Shopify’s secure checkout. Custom and high-value orders may be invoiced separately.
How do I spend store credit?
Store credit reaches you in its own email, separate from your order confirmation, and that email contains a code. At checkout, paste the code into the box marked “Gift card or discount code” and the amount comes off what you pay. Credit does not expire, whatever you don’t spend stays on the code for next time, and because it is credit rather than a discount it works alongside any other offer you are using — including WELCOME10. If you cannot find the email, check your junk folder or contact us and we will resend it.
About delivery and returns
How long does production take?
Our usual production lead time is approximately two working weeks before dispatch. Custom or more complex pieces may take a little longer. We’ll always confirm the expected timeframe before production begins.
How is jewellery dispatched?
Every jewellery order is packaged in a branded presentation box. UK delivery is free on every jewellery order — tracked, signed for and insured. We deliver to the United Kingdom only at the moment; if you are elsewhere, email info@thelabjewellers.com and we will let you know as soon as international delivery opens. (Our £5 ring sizer travels separately by first class post.)
Can I return a made-to-order or custom piece?
The statutory 14-day change-of-mind right does not apply to goods made to your specifications or clearly personalised. Simply describing an item as made to order is not, by itself, the legal test. We make the agreed specification clear before production and work closely with you at the approval stage to ensure every detail is right. Full details are in our Refund Policy.
What if something is wrong with my piece?
If a piece arrives with a manufacturing defect or doesn’t match the specification listed (or your written quote, for a bespoke piece), contact us immediately. We’ll arrange a remake, repair, or refund as appropriate. Your statutory rights under the Consumer Rights Act 2015 are not affected.
About sizing and care
How do I know my ring size?
Every ring is made in your size at no extra cost — choose it from the dropdown on the product page. If you already have a ring that fits, our Ring Size Guide shows you how to measure it in two minutes with a ruler.
What if I can’t measure the finger — for example, it’s a surprise?
We will post you a strap sizer. Order one here for £5, and we email the full £5 straight back to you as store credit towards your ring — so the money comes off the piece when you buy it. It goes out first class the next working day.
The credit lands within a few minutes, in a separate email from your order confirmation, and you spend it by pasting its code into the “Gift card or discount code” box at checkout.
If you would rather order the ring first, choose “Not sure — please advise” on the size dropdown. Nothing goes into production until your size is confirmed with you in writing.
How should I care for my jewellery?
See our Materials & Care page for full guidance. In short: store pieces separately, avoid contact with perfumes and chemicals, and clean periodically with warm soapy water and a soft cloth.
Can a piece be resized later?
Most rings can be resized within a reasonable range, depending on the design. Eternity bands and pavé-set rings have limited resizing range. We’re happy to advise on a specific piece before you order.