POLICIES

With our rings, everything we do is completely custom, start to finish. Each detail is designed with your preferences in mind, so pieces cannot be returned or exchanged. However, we do have you involved throughout every step of the process by having you approve your custom stone and CAD. 

Please note that all of our stones are measured in millimeters rather than carat weight, which is how diamonds are measured. All carat weights listed are based on averages. As with our color grades, the carat weight equivalent is a point of reference for our clients and cannot be held in comparison to diamonds.

Each piece takes approximately 4-6 weeks. In-stock stones and rings will be shipped out in 2-3 business days. In some cases, a rush order can be facilitated to get your piece within your desired timeframe. This starts at $350 and varies based on the complexity of the piece and our current workflow. If we do not meet your deadline, the rush fee is fully reimbursed. 

All packages are shipped with USPS or FedEx, depending on what is best for that area in our experience. All shipments require signature upon delivery for the security of your piece. Tracking is provided upon shipment. US orders are shipped via priority 2-3 day shipping while all international packages are sent via priority and take 2-5 business days. Please note that we cannot control any delays that may occur with customs processing. 

We do accept payment plans! We start your ring once 50% has been paid The remainder is due after you approve your stone and CAD. We will send you a flexible invoice that allows you to make whatever amount payments you like, when you want. All we ask is that you alert us once 50% is paid.

Due to the handmade nature of our jewelry all custom orders are final sale.

Sample pieces (in-stock items that were resized and shipped)  are returnable as long as they are in new and unworn condition. To be eligible for this, please email hello@eastwestgemco.com within 3 days of receiving your order. A 20% restocking fee will be reflected in your refund and any resizing charges paid are not refundable. 

To be eligible for a return, your item must be unused and in its original packaging. We reserve the right to refuse any exchange if we believe the items are intentionally damaged or misused. 

Non-returnable items:
All Custom Pieces
Deposits for Custom Pieces

We have a one year all-inclusive warranty (not transferable and only covers the original owner) and offer at-cost maintenance and repairs for life. However, we are not responsible for any damages created or caused by another artisan outside of East West Gem Co. Our warranty also does not cover any piece that has been recklessly worn or purposely damaged. Please note that if you file a claim on your order, your warranty and at-cost repairs option is null and void. Treat your pieces with the same love and care it took to make them. As always, feel free to contact us with any questions.

You can clean and wear your East West Gem Co moissanite pieces like any diamond ring. All of our pieces are handcrafted by artisans in the heart of Downtown Los Angeles who have many decades of experience. We always stand behind our pieces, but we advise that you use standard fine jewelry practices on your East West piece.  Please avoid abrasive chemicals, hairsprays, perfumes, lotions and soaps. We recommend exercising the 'Last on, First Off' rule when wearing your pieces. We also recommend taking your jewelry off for swimming, exercising or showering. Please get sized by a local jeweler prior to making your purchase. We offer 1 complimentary resize within a month of the purchase of your ring to ensure that you have a perfect fit. If you have additional questions, our team is always here to help. 

Appraisals can be done upon request if you already own an East West piece or have a piece in production. Please see our contact form here.  

International orders, please note that each country has their own set of duties and taxes on imports. If your country has duties and import taxes, you can find these on your nation's or region's government sites. Please be aware of your country's fees, as East West Gem Company is not responsible for import costs.