POLICIES

With our rings, everything we do is completely custom, start to finish. Every detail is made with your personal preferences in mind, so it can’t be returned or exchanged, because it’s made just for you. However, you are completely involved in every step of the process. We have you approve your stone through tons of videos and pictures in all different lights and we show and have you approve your CAD. 

Please note that all of our stones are measured in millimeters rather than carat weight, which is what diamonds are measured in. All carat weights listed are based on averages and a visual comparison to a diamond of the same size. 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, which may be "spready". 

Each piece takes approximately 4-6 weeks. In-stock stones and rings will be shipped out same or next business day. 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. Please note that availability varies based on the style; please contact our team at hello@eastwestgemco.com for details on this. 

All packages are shipped with USPS or FedEx, depending on what we believe is best for that area. 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! If you prefer to make payments, we can accommodate you. We start your ring once 50% has been paid and finish your piece out once it has been paid in full. 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, so we can get started on your piece.

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. 

Exchanges are available if there is a defect in the product. To be eligible for an exchange, please email hello@eastwestgemco.com within 14 days of receiving your order. Items returned after 14 days will not be processed.

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. As always, feel free to contact us with any questions. If you have any concerns at all, please communicate these with us so that we can assist you to the best of our ability. Please note that if you file a claim on your order, your warranty and at-cost repairs option is null and void. Our warranty does not cover any piece that has been recklessly worn, purposely damaged, or altered by another jeweler. Treat your pieces with the same love and care it took to make them. 

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, and lotions and soaps. We recommend exercising the 'Last on, First Off' rule when wearing your pieces. We recommend taking your jewelry off for swimming, exercising or showering. We always recommend getting sized by a local jeweler prior to making your purchase. We offer 1 complimentary resize within a month of receiving 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: 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.