FAQ
Frequently Asked Questions
"Can I talk to someone prior to making a purchase?"
Yes! You may contact us at (888) 436 6629. Our certified diamond, jewelry experts, and customer service representatives are here to help you with any inquiries you may have. If you need help understanding the 4 C’s, deciphering a diamond certificate, or deciding which diamond is the best for you, we are happy to help you every step of the way. You can also book a Virtual Appointment. Please see our customer service hours below.
Monday—Friday: 9:00 AM to 5:00 PM
Saturday & Sunday: 9:00 AM to 5:00 PM
"Where can I visit a Gemonay showroom?"
At this time, Gemonay does not have a brick and mortar showroom. By eliminating overhead costs, we are able to provide you with higher quality merchandise at a significantly better value than a traditional jewelry store.
Client satisfaction is our top priority and we provide a 30-day money-back guarantee, lifetime upgrade & warranty, and free shipping on all purchases.
"Do you sell loose diamonds?"
Yes! We have one of the largest selections of International Gemological Institute (IGI) certified diamonds available online.
"Are your loose diamonds IGI certified?"
Yes! Gemonay only sells loose diamonds that have been certified by IGI.
"Can I set my own diamond into one of your settings?"
Absolutely! We are happy to set your diamond or another gemstone into one of our settings at no additional cost. Please contact our jewelry experts for more information (888) 436 6629
"Can I order a custom-designed engagement ring?"
Yes! We would love to work with you on designing your unique engagement ring. If you would like to know more about this option, contact our jewelry experts at (888) 436 6629
"I do not know my girlfriend/boyfriend’s finger size. What do I do?"
We make it easy to order a ring in the correct size. You are welcome to use Virtual Ring Size Guide, following the instructions below.
- Use your ring to determine the size
- Measure your finger
- Use our conversion tool to find your ring size
- Request a ring sizer to be shipped to your home
Yes! All diamond jewelry purchases will be accompanied by two copies of an appraisal written by a certified IGI gemologist. One copy is for your personal records and the other for your insurance company.
"I need help placing my order, who can I talk to for assistance?"
Our certified diamond, jewelry experts, and customer service representatives are here to help you with any inquiries you may have. If you need help understanding the 4 C’s, deciphering a diamond certificate, or deciding which diamond is the best for you, we are happy to help you every step of the way. You can also book a Virtual Appointment. Please see our customer service hours below.
- Monday—Friday: 9:00 AM to 5:00 PM
- Saturday & Sunday: 9:00 AM to 5:00 PM
"Does my purchase come with an appraisal?"
Yes! All diamond jewelry purchases will be accompanied by two copies of an appraisal written by a certified IGI gemologist. One copy is for your personal records and the other for your insurance company.
"Will my engagement ring be insured by Gemonay?"
Your engagement will be fully insured until it has been delivered and signed for at your requested shipping address. Once the ring is in your possession, we recommend you contact the insurer of your choice to select a coverage policy. There are many reputable insurance agencies that will protect your valued purchase from various losses.
"Is all jewelry purchased at Gemonay covered by your lifetime warranty?"
We stand behind all of the jewelry we sell and offer a lifetime warranty with every fine jewelry purchase! Should you experience damage to your jewelry purchase due to manufacturing, please contact us right away [include contact information] so that we can evaluate your piece. If a warranty issue is found, we will repair the damage or replace the damaged item at no charge. Please note, our warranty excludes coverage for the center diamond, wear and tear, loss of precious stones, and theft. If we find the problem was caused by normal tear and wear, we will be happy to repair your jewelry and charge you only our cost for the materials needed to perform the repair. In order to maintain your lifetime warranty please make sure no jeweler other than Gemonay performs any repairs or services to your jewelry. We strongly recommend that you purchase separate jewelry insurance coverage for your jewelry to cover theft, significant damage, or loss. For more information or to take advantage of your lifetime warranty, please contact us at (888) 436 6629
"How do I care for my jewelry investment?"
You can care for your diamond jewelry with a gentle solution of mild soap and warm water. Soak your jewelry in the solution for 15 to 30 minutes and then use a soft toothbrush and gently scrub your jewelry to make it really shine. Do not scrub too hard on your jewelry pieces as this can increase the likelihood of side diamonds coming loose.
"How will my jewelry purchase be shipped to me?"
Gemonay offers free fully insured FedEx® shipping on all U.S. orders. U.S. orders over $500 in value are shipped via FedEx Priority Overnight®. International orders over $500 in value are shipped via FedEx International Economy®. U.S. orders under $500 are shipped via FedEx Ground. International orders under $500 in value are shipped via FedEx Economy.
- For your protection, we do not ship to PO Box addresses
- We will be happy to have your package shipped to your closest FedEx station for pick-up
- We insure every item for its full value
- We only use FedEx services to ensure your purchase is delivered in the fastest and safest manner
- All packages require a signature upon delivery
International customers will be responsible for any duties, VAT, taxes, or any other charges by their country. Please make sure to check this information with your local authorities prior to placing your order.
* Due to unavoidable service delays, FedEx delivery may vary.
"Do I pay for shipping of my order?"
No! Here at Gemonay we are glad to offer you free shipping on all purchases.
"Can I track my shipped order?"
Yes! Once your order is shipped you will receive an email containing your FedEx® tracking number.
"Can I ship to an address other than my billing address?"
Yes! Simply enter the desired shipping address when completing your order. Please note, your order cannot be shipped to a Post Office Box and will require a signature upon delivery.
"Am I responsible for Customs fees?"
International customers will be responsible for any duties, VAT, taxes, or any other charges by their country. Please make sure to check this information with your local authorities prior to placing your order.
"What is Gemonay’s return policy?"
We believe in your complete satisfaction and will gladly issue you a full refund or exchange on any unworn jewelry within 30 days of purchase minus shipping fees. Each returned item must be in its original unworn condition. We cannot offer refunds on items that have been engraved, sized, or modified in any way since the original purchase. Kindly note, any altered or damaged items may not be returned or exchanged. Please allow us up to 3 business days to inspect your item and issue you a refund.
"How do I ship back returns?"
Gemonay will not refund any items that are damaged, worn, or not accompanied by original paperwork and documentation. The following items are non-returnable due to the custom nature: special orders; engraved items; items that have been modified; rings that have been sized; items that have been previously exchanged; and custom jewelry.
Should you need to return an item, please contact us first to obtain a Return Authorization number. You can contact us at (888) 436 6629.
"Do I need to obtain a Return Authorization number?"
Yes. Please contact us at (888) 436 6629 to obtain a Return Authorization number prior to shipping.
"Is my personal information protected?"
Yes! Please review our Privacy Policy.
"Is Gemonay a secure website?"
Yes! Gemonay offers you a safe and secure shopping experience.
"What form of payments does Gemonay accept?"
We accept all major U.S. credit cards, including Visa, MasterCard, and American Express. If the amount charged exceeds your credit limit or if your card is declined, your order will be automatically canceled and you will be notified.
Bank wires are available for all orders over $500 USD. All orders receive a 1.5% discount with a bank wire payment. All international bank wire payments are subject to a $30 USD processing fee by Gemonay.
"Do you offer financing?"
Yes! We offer Affirm Financing. With Affirm Financing you can choose from multiple monthly repayment plans with starting rates as low as 0% APR for well-qualified buyers. Special financing up to 36-months available. It’s quick and easy - just fill out a few pieces of basic information for a real-time decision on the amount of financing you are approved for. Know upfront what you'll owe, with no hidden costs.
The offer is subject to credit check and approval. Minimum monthly payments are required. Financing is available to our US customers only, excluding Iowa and West Virginia. Limited payment options are available for purchases under $100. Affirm loans are made by Cross River Bank, a New Jersey State Chartered Commercial Bank, Member FDIC.
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