Frequently Asked Questions — DHARIN

Frequently Asked Questions

From materials and gemstones to delivery and aftercare, find answers to common questions about DHARIN. If you need further assistance, please contact our team at support@mydharin.com.

1. Are your diamonds lab-grown?

Yes. DHARIN uses laboratory-grown diamonds, which share essentially the same chemical composition, crystal structure, and physical and optical properties as natural diamonds.

They are distinct from diamond simulants such as cubic zirconia and moissanite. Each product page clearly identifies the diamond’s laboratory-grown origin.

2. What are lab-grown colored gemstones?

Our lab-grown sapphires, emeralds, and rubies are grown in controlled laboratory environments. They share essentially the same chemical composition, crystal structure, and defining properties as their natural counterparts.

Each product page clearly identifies the gemstone and its laboratory-grown origin, so you know exactly what your piece is made from.

3. Which metals do you use?

Our collection includes three metal options, with the material specified on each product page:

• S925 Sterling Silver: An alloy containing 92.5% pure silver, combined with other metals for added strength.
• 18K Gold Vermeil: A sterling silver base finished with a thick layer of 18K gold.
• 14K Solid Gold: A gold alloy containing approximately 58.3% pure gold throughout, chosen for its durability and warm color.

4. Will my piece come with an IGI report?

Selected pieces include an IGI grading report, as indicated on the product page. IGI assesses lab-grown diamonds using the 4Cs: cut, color, clarity, and carat weight.

Please check the individual listing to confirm whether a report accompanies your piece.

5. Where can I find sizing and carat information?

Each product page provides the relevant specifications, including ring size, chain length, gemstone dimensions, and carat weight.

For pairs and designs featuring multiple stones, we indicate whether the listed carat weight refers to an individual stone or the combined total. If you need help choosing a size or understanding a measurement, please contact us before ordering.

6. When will my order ship?

Each product page indicates whether a piece is ready to ship, available for pre-order, or made to order. Please refer to the estimated dispatch timeframe shown for your selected piece when placing your order.

Pre-orders are paid in full at checkout, with no remaining balance due before dispatch. Bespoke Atelier commissions follow an individual production schedule discussed during consultation.

7. Do you ship internationally?

Yes. We offer international shipping to the destinations available at checkout.

Orders of US$500 or more qualify for free insured shipping. For orders below US$500, shipping costs are calculated at checkout based on your destination.

Delivery estimates vary by destination. Please allow for both the production or processing time of your piece and its shipping time.

8. Are duties and taxes included?

Import duties and import taxes are included in your order total. Any applicable sales tax is calculated at checkout.

If you receive an unexpected request for an import payment, please contact our team so we can help clarify it.

9. How can I track my order?

Once your order has been dispatched, we will email you the tracking details so you can follow its delivery.

10. Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

Standard, non-personalised pre-orders may be cancelled before dispatch for a refund to the original payment method. For other orders or requested changes, our team will advise based on the piece and its order status.

Bespoke, engraved, personalised, or individually specified pieces may have different cancellation terms once production has begun. Any applicable restrictions will be disclosed before purchase. After delivery, our return policy applies.

11. What is your return policy?

Eligible ready-to-ship pieces and standard, non-personalised made-to-order or pre-order pieces may be returned by requesting a return within 30 calendar days of confirmed delivery.

Items must be unworn, unused, unaltered, and undamaged. All original packaging, tags, certificates, laboratory reports, authenticity materials, accessories, and complimentary gifts supplied with the order must be included.

Earrings are subject to the same conditions. Earrings showing signs of wear are not eligible for change-of-mind returns.

Personalised or engraved pieces, items made to individual specifications, specially requested non-standard sizes or lengths, pieces resized or altered at your request, Bespoke Atelier commissions, and loose stones set or altered by a third party are excluded from change-of-mind returns.

These exclusions do not affect your rights concerning faulty, damaged, incorrectly supplied, or misdescribed goods. Please see our Returns & Exchanges policy for full conditions.

12. How do I arrange a return, and who pays for shipping?

Submit a request through our Aftercare form, using your order number and checkout email. Please include clear photographs and the supporting information requested so we can review your case. If you need help using the form, email support@mydharin.com.

We normally respond within 48 hours. Submitting a request does not mean the return has been approved. Once approved, we will provide a Return Merchandise Authorisation (RMA) and shipping instructions.

Please send the item within 14 calendar days of authorisation, using a tracked and fully insured service. Do not send anything back before receiving return instructions.

For eligible change-of-mind returns, you are responsible for return shipping, insurance, and related costs, unless applicable law requires otherwise. Original delivery charges are generally non-refundable for voluntary returns, subject to applicable consumer rights.

13. What if my piece has a quality or setting issue?

If you suspect a quality or setting defect, please contact our team with your order details and clear photographs so we can assess the issue.

For items that arrive damaged, incomplete, or incorrect, please contact us preferably within 48 hours of delivery and include photographs of the item, packaging, and shipping label. Reporting later does not remove your statutory rights.

Once the issue is confirmed, we will arrange an appropriate repair, replacement, or refund and cover reasonable return shipping costs. This support also applies to bespoke and personalised pieces where relevant.

14. When will I receive my refund?

Once your returned piece has been received and inspected, we will notify you of the outcome. Approved refunds are normally initiated to the original payment method within 5–10 business days.

Your bank or payment provider may need additional time to display the refund. Where applicable law requires an earlier deadline, we will follow that deadline.

15. Can I exchange my piece?

To exchange an eligible piece, please arrange a return and place a new order for your preferred item. We cannot reserve stock while a return is pending.

16. How does Bespoke Atelier work?

Bespoke Atelier is our personal commissioning service, allowing you to develop a piece around your own ideas.

We begin with a conversation about your design, preferred materials, gemstones, and budget. From there, we work with you to refine the details, with pricing and timing explained throughout the process.

Each commission is made specifically for you and follows its own production schedule. Bespoke pieces are excluded from change-of-mind returns; your rights concerning faulty or misdescribed goods remain unaffected.

17. How should I care for my jewelry?

Store each piece separately in a soft pouch or lined jewelry box, away from moisture and direct sunlight. Gently wipe it with a soft, non-abrasive cloth after wear, and avoid contact with perfume, harsh chemicals, and abrasive surfaces.

Sterling silver may tarnish naturally over time. Choose a cleaning method suitable for your piece’s metal, gemstones, and finish. Avoid abrasive polishes on gold vermeil, as these can wear away the gold layer.

For advice specific to your piece, please contact our team.

18. Do you offer resizing, repairs, or a warranty?

We offer one complimentary ring resize within 60 days of delivery, subject to the design. Full pavé bands and tension-set designs may not be resizable.

Once a piece has been resized or altered at your request, it is no longer eligible for a change-of-mind return. Your rights concerning faulty, damaged, incorrect, or misdescribed goods remain unaffected.

For repairs or questions about our 12-month commercial warranty, please submit an Aftercare request. Our team will advise on the options, coverage, any applicable costs, and estimated timing. This warranty is additional to your statutory consumer rights.