Frequently Asked Questions

Kleora Diamond offers premium lab-grown diamonds and fine jewelry, combining exceptional quality, elegant designs, and competitive prices to make luxury more accessible to every customer.

Our prices are competitive because Kleora Diamond sources directly from manufacturers, including our own facilities, and operates efficiently. By reducing unnecessary middlemen, we pass those savings directly on to you—without compromising on quality.

Absolutely! Our knowledgeable diamond experts are here to guide you with questions about diamonds, certifications, and jewelry, helping you choose with confidence.

Yes! Kleora Diamond offers complimentary cleaning and care within 30 days of delivery to help keep your jewelry looking its best. After 30 days, ongoing cleaning, maintenance, and repair services are not included. For added peace of mind, an optional protection plan may be available at checkout, depending on the coverage offered.

Jewelry Care Tip: We recommend having your jewelry professionally inspected every 9–12 months. Regular inspections can help identify loose prongs or other setting issues and keep your diamonds secure.

Kleora Diamond’s warranty covers manufacturing defects or issues present when you receive your jewelry. It also includes complimentary prong tightening, polishing, and rhodium plating within 30 days of delivery.

If you notice any issue with your jewelry, please contact us and our team will be happy to assist. For services not covered under the warranty, we’ll inspect your piece and provide a repair assessment and applicable costs before any work begins.

For extra peace of mind, an optional protection plan may be available at checkout for accidental damage and other eligible repairs.

Absolutely! Shop with confidence with Kleora Diamond’s 30-day money-back guarantee.

Once your ring arrives, you can try it on at home and make sure it’s the perfect fit and style for you. If it doesn’t meet your expectations, you can return it within 30 days for a refund, subject to our return policy.

Your satisfaction and confidence are our priority.

Absolutely! You can securely place your order directly through the Kleora Diamond website. Unless otherwise stated, all products shown on our website are available for purchase. Shop with confidence and enjoy a seamless ordering experience.

Yes! We create custom engagement rings tailored to your personal style and vision. Share your ideas, inspiration photos, or specific requirements through our website or email, and our team will help bring your design to life.

From the initial concept to the complimentary CAD design and final piece, we’ll work closely with you to create a ring that feels truly unique and personal.

Yes! If you’ve found the perfect diamond, we recommend purchasing it and sharing your order number with us. This helps us reserve your selected diamond while we prepare your custom CAD and 3D design, usually within 24–48 hours.

Since our diamond inventory is updated in real time, availability can change quickly. Purchasing first helps ensure your chosen diamond is secured specifically for your custom design.

Need help placing your order? Our customer support team is always happy to assist. You can reach us 24/7, 7 days a week using the contact details below.

Customer Support- Email: support@kleoradiamond.com

Need help with your order? Whether you have a question, need to make a change, or would like to cancel, our customer support team is here to assist you.

You can reach us 24/7 through our live chat or by email at support@kleoradiamond.com.

You can also check your order status anytime by logging into your account.

Use our Ring Size Guide, or visit a local jeweler to have your finger professionally measured for the most accurate fit.

We recommend professional sizing if you’re unsure of your ring size.

You can use our Ring Size Guide. For the most accurate fit, we recommend visiting a local jeweler for professional measurement.

No worries if you choose the wrong size! We offer one complimentary ring resize within 30 days of delivery on eligible rings.

Please note: Some wedding bands cannot be resized and are not eligible for this service.

To request a resize, contact our support team through live chat or email support@kleoradiamond.com. Please have your order number and desired ring size ready so we can assist you quickly.

Yes! We offer one complimentary ring resize within 30 days of delivery on eligible rings.

To request a resize, simply contact our support team through live chat or email us at support@kleoradiamond.com. Please have your order number and desired ring size ready so we can assist you quickly.

Please note: Certain wedding bands cannot be resized and are not covered under this policy.

Yes! We offer complimentary engraving on eligible rings and jewelry, allowing you to add a personal touch to your piece.

When placing your order, simply add your engraving request on the cart page. If you have any questions or special requests, our support team will be happy to help.

Please note: Engraving availability depends on the available space and design of the jewelry.

Absolutely! If you’d like discreet packaging, simply mention it in the Order Notes section at checkout, and we’ll take care of it.

Your order will be shipped in plain, unbranded packaging to help keep your purchase private and your surprise safe.

Have special delivery instructions? You can add them to the Order Notes or contact our customer support team after placing your order.

Yes! All prices displayed on our website are listed in U.S. Dollars (USD).

If you’re purchasing from outside the U.S., your bank or payment provider may apply foreign exchange or currency conversion fees. These charges are determined by your bank or provider and are not charged by us.

Yes! You can customize the band width of your ring to suit your style.

The standard width is based on the center diamond size, and our design team adjusts it to keep the ring balanced and well-proportioned. For example, a 1 ct center diamond typically has a band width of 1.80 mm or less.

If you’d like a specific width, simply add your request in the Order Notes at checkout.

Custom Band Width Pricing:

• Up to 1.80 mm: Complimentary
• Up to 2.00 mm: +$100
• Up to 2.20 mm: +$200
• Up to 2.40 mm: +$400
• Above 2.40 mm: Contact support@kleoradiamond.com for a custom quote.

Please note: A wider band may require additional gold, which is reflected in the customization cost.

We manufacture our own jewelry and source our loose diamonds directly from our factories and trusted manufacturing partners. By reducing unnecessary middlemen and keeping our operations efficient, we’re able to offer premium-quality diamonds and jewelry at competitive, manufacturer-direct prices—without compromising on quality.

Yes! Lab-grown diamonds are conflict-free and are created in controlled laboratory environments rather than mined from the earth. They offer a modern alternative to traditional mined diamonds while providing the same essential physical and chemical properties.

No—not with the naked eye. Lab-grown diamonds have essentially the same physical, chemical, and optical properties as natural diamonds, making them visually indistinguishable without specialized equipment.

Identifying whether a diamond is lab-grown or natural requires advanced testing equipment and a trained professional.

Absolutely! If a diamond doesn’t have a 360° video, please contact our team. We’ll do our best to request a 360° or live tweezer video in natural light from the manufacturer.

Please note:

• Video requests typically take 24–48 business hours.
• Videos are provided by our manufacturing partners, so availability and quality may vary.
• Since our inventory is live, a diamond may sell out before the video is received.
• We cannot guarantee that every video request can be fulfilled.
• A maximum of 2 video requests per customer is allowed.

If you’ve found a diamond you love, we recommend ordering first to reserve it while we request the video.

Yes! We offer a complimentary CAD and 3D design for your first custom ring design.

Simply send us your request to submit your custom design request. Please include your ring size, preferred metal, center stone, and any reference images or design ideas so our team can bring your vision to life.

Your first CAD and 3D design is completely free. If you request a new CAD model or a completely different setting design after the first design, an additional non-refundable $20 CAD design fee will apply to each new design.

This fee helps cover the time and resources involved in creating additional custom designs.

Yes! Every certified diamond we offer comes with an independent grading report from IGI, GIA, or GCAL, confirming its quality and key characteristics.

You can verify your diamond by matching the certificate number, carat weight, color, clarity, and measurements with the grading report. For additional peace of mind, you can also have your diamond inspected by a local jeweler or independent gemologist.

Yes! We can request a temporary hold on a diamond with the manufacturer for up to 6 hours, giving you time to make your decision before completing your purchase.

Holds are processed on a first-come, first-served basis and require manufacturer approval.

Please note:

• The hold request is sent directly to the manufacturer.
• We cannot guarantee that every hold request will be approved.
• If the diamond sells before the hold is confirmed, we’ll help you find a similar available option or assist with a refund if applicable.

Tip: The best way to secure your chosen diamond is to place your order as soon as possible.

Our calibrated lab-grown diamonds are manufactured with precision and typically have a size tolerance of ±0.10 mm. This consistent sizing makes them ideal for ready-made settings, repairs, and matching projects.

Please note: A variation of up to 0.10 mm is normal and within the expected tolerance for calibrated diamonds.

Our standard crafting time is up to 2 weeks for rings and fine jewelry before shipment.

If you select Express Shipping, your order may be prioritized, which can help reduce the overall delivery time.

Please note: Crafting times may vary depending on the design, customization, and order volume. If you have a specific delivery date in mind, please contact our support team, and we’ll do our best to accommodate your request.

Yes. Crafting time may vary depending on the shape and availability of the side stones.

• Round side stones: Typically add 3–4 business days.
• Fancy-shaped side stones: May require 1–3 weeks, depending on availability and design complexity.

Please note: Custom jewelry and specialty side stones may require additional time. If you have a specific deadline, please contact our support team, and we’ll do our best to accommodate your request.

Yes! Once your order is placed and your center diamond is secured, we’ll create a CAD/3D design of your ring or jewelry and email it to you within 48 business hours for your review and approval.

Production will begin only after you approve the design, so you can feel confident about the final look before we start crafting your piece.

Please note: Custom designs and multiple revisions may require additional time.

Yes! Your first CAD/3D design is completely free, including revisions to the initial design until you’re satisfied.

If you decide to change the entire ring setting or request a completely new CAD/3D design after the initial design is completed, a non-refundable $20 fee will apply for each new design.

This fee covers the additional time and resources required to create a new custom design.

Yes! If you purchase both a diamond and a setting from Kleora Diamond, our expert jewelers will professionally set the diamond and ship your ring fully assembled and ready to wear.

Before shipping, every piece undergoes a careful quality inspection to ensure the setting is secure and the craftsmanship meets our standards.

Yes! You can purchase a setting without a center diamond from Kleora Diamond.

If you plan to use your own diamond, please provide its IGI, GIA, or GCAL grading report or the exact measurements (length × width × depth) before placing your order. This helps our jewelers create a precise and secure setting for your diamond.

Please note: Settings made specifically for your diamond are final sale and are not eligible for return or exchange.

If you’re unsure about compatibility, our customer support team will be happy to assist you before you place your order.

Our fine jewelry collection—including wedding rings, pendants, necklaces, bracelets, chains, and earrings—does not include an individual diamond grading certificate by default.

These pieces are crafted with high-quality DEF color and VVS/VS clarity lab-grown diamonds, offering excellent brilliance and value.

If you’d like your jewelry to be individually certified, we can arrange certification upon request. Please contact us before placing your order for available options and pricing.

Absolutely! We’d be happy to create a custom ring using your existing diamond.

You can choose from our ring settings on the website or share your own design inspiration, and our team can create a setting tailored to your diamond.

For a precise and secure fit, we’ll need your diamond’s IGI, GIA, or GCAL grading report or exact measurements before starting.

Please note:

• $100 mounting fee applies for setting your diamond.
• $100 insured two-way shipping fee applies for shipping your diamond.
• Once received, we’ll inspect your diamond before proceeding.

Our support team is happy to guide you through the process and answer any questions.

Yes! Lab-grown and natural diamonds have essentially the same optical, chemical, and physical properties, so they offer the same beautiful sparkle and brilliance.

The main difference is their origin—lab-grown diamonds are created in a controlled laboratory environment, while natural diamonds form naturally within the earth.

Yes! Every certified lab-grown diamond comes with an independent grading report from GIA, IGI, or GCAL, detailing the diamond’s 4Cs—cut, color, clarity, and carat weight.

If your diamond is set in a piece of jewelry, the original laboratory grading report will be included with your order.

Please note:

• GIA grading reports are also available digitally through GIA’s online Report Check service.
• Since April 9, 2023, GIA has resumed issuing printed Diamond Dossier® grading reports for newly graded diamonds.
• If your diamond was previously issued a digital-only GIA report, you may request a printed copy directly from GIA at no additional cost. Digital reports remain available if preferred.

Please note: GIA, IGI, and GCAL generally do not provide an official cut grade for fancy-shaped diamonds—any shape other than round. Therefore, shapes such as Oval, Cushion, Emerald, Pear, Marquise, Radiant, Princess, and others may not have an official cut grade listed on our website.

Instead, we recommend evaluating fancy-shaped diamonds based on their proportions, symmetry, polish, and overall appearance. Our team can also help you review the diamond and provide guidance.

Listing Accuracy:

Our inventory is sourced from 750+ trusted manufacturing partners. While we make every effort to keep our listings accurate, occasional discrepancies may occur. We strongly recommend reviewing the grading certificate before placing your order to confirm the diamond’s specifications.

If you notice any discrepancy after receiving your order, please contact us promptly. Our 30-day return policy gives you time to review your purchase and shop with confidence. After this period, claims related to listing discrepancies or product specifications may not be accommodated.

No. While we manufacture many of our own diamonds and jewelry, we also work with 750+ trusted manufacturers worldwide to provide a wider selection and competitive pricing.

Every diamond offered on our website is carefully selected to meet our quality standards, whether it is produced by us or one of our trusted manufacturing partners.

No. We do not currently provide ASET images for our diamonds. However, most certified diamonds include 360° videos and independent grading reports, giving you helpful details to evaluate the diamond’s quality and appearance.

If you need help choosing the right diamond, our GIA-trained gemologists are happy to assist you.

Occasionally, a manufacturing partner may list a diamond with an incorrect price or show it as available when it has already sold. Because our inventory comes from multiple trusted manufacturers, occasional listing discrepancies may occur.

After you place your order, we contact the manufacturer to confirm and secure the diamond. This process may take 24–48 business hours, particularly when working with overseas manufacturing partners.

If the diamond is available at the listed price, we’ll proceed with your order as normal. If it is unavailable or the price has changed, we’ll contact you and offer the following options:

• Choose a comparable alternative diamond.
• Pay the price difference, if applicable.
• Cancel your order and receive a full refund.

We’ll keep you informed throughout the process and work with you to find a suitable solution.

Yes! We offer worldwide shipping to most countries, making it easy to receive your jewelry wherever you are.

Please note: We currently do not ship to the following countries:

• Pakistan
• Nepal
• Sri Lanka
• Bangladesh
• Bhutan
• Myanmar
• Afghanistan
• Jamaica

Shipping availability may vary by destination.

Engagement Rings & Fine Jewelry

• Free Insured Shipping: Delivery within 3–4 weeks. Orders under $500 USD are subject to a $35 USD shipping fee.
• Express Insured Shipping — $120 USD: Delivery within 2–3 weeks.

Need your order by a specific date?

If you have a specific delivery deadline or would like your package held at a UPS location, please add your request in the Order Notes at checkout or email support@kleoradiamond.com with your order number. We’ll do our best to accommodate your request.

Please note: We do not ship on weekends or public holidays.

Yes! Email us at support@kleoradiamond.com with your order number, and we’ll do our best to expedite your order.

For the fastest delivery option, we recommend upgrading to Express Shipping.

Your order will include:

• Your diamond or jewelry
• Original IGI, GIA, or GCAL grading report, for eligible certified diamonds

Please note: For orders shipped to the Gulf and European regions, the original grading report for certified diamonds under 1.00 ct or valued below $1,500 USD may be shipped separately.

Yes! Every order is fully insured during transit for added peace of mind.

For secure delivery, an adult signature (21+) is required when your package is delivered.

Once your order has been shipped, delivery typically takes 1–3 business days.

Please note: This timeframe applies only to the shipping transit period and does not include crafting or production time for rings and fine jewelry.

For orders shipped within the United States, no customs duties or import taxes are payable.

For international orders, any applicable customs duties, taxes, import fees, or clearance charges are the responsibility of the recipient. Once your package arrives in your country, the shipping carrier may contact you to collect any applicable charges before delivery.

Fees vary depending on your country, state, and local regulations, so we’re unable to provide an exact estimate. We recommend checking with your local customs authority or government website for the most accurate information.

Please note:

• Customers in Europe may also be responsible for customs brokerage or clearance fees.
• We cannot undervalue shipments or declare a lower invoice value on customs documents.

Yes. Customers in Canada are responsible for any applicable customs duties, taxes, and import fees in accordance with Canadian import regulations.

These charges are collected directly by the shipping carrier before your package is delivered.

If your order hasn’t arrived within the estimated delivery timeframe, please contact us at support@kleoradiamond.com or reach out to our Customer Support team.

Please include your order number so we can quickly check the tracking information, locate your package, and provide you with the latest delivery update.

Absolutely! We can often arrange to have your package held for pickup at a nearby UPS location.

Simply contact us through live chat or email support@kleoradiamond.com, and our team will be happy to assist with the arrangements.

At Kleora Diamond, we take every precaution to ensure your order arrives safely. All shipments are fully insured during transit and require an adult signature upon delivery.

In the unlikely event that your package is lost in transit, we’ll work with the shipping carrier to investigate and locate the shipment. If the package is confirmed as lost, you can choose between a full refund or a replacement, subject to product availability.

If your shipment is suspected to be lost, we’ll immediately file a claim with the shipping carrier and begin an investigation.

Once the carrier confirms that the shipment is lost, you can choose a replacement or full refund, subject to your preference and product availability.

The claims process typically takes 2–4 weeks. We appreciate your patience and cooperation while the carrier completes its investigation.

You may return eligible items within 30 days of delivery to receive a refund.

Please note that returns requested after 30 days are not eligible for a refund.

We want you to shop with complete confidence. That’s why we offer a 30-day return policy, giving you time to inspect your purchase, try it on, and make sure it’s right for you.

If you’re not completely satisfied, you may return an eligible item within 30 days of delivery, subject to our Returns & Refund Policy.

Please note: The 30-day return period begins on the date your order is delivered.

Yes! You may cancel your order as long as it has not yet been packed or shipped.

Once your order has been shipped, it cannot be canceled. If you need to cancel or make changes, please contact our support team as soon as possible, and we’ll do our best to assist you.

Once your cancellation is confirmed, your refund will be issued to your original payment method within 24–48 business hours.

Please note that your bank or payment provider may require additional time to process and reflect the refund in your account.

Yes! Please contact our Customer Support team as soon as possible. We can update your shipping address as long as your order has not yet been shipped.

Once the order has shipped, we may be unable to make any changes to the delivery address.

Yes! Special, custom, and bespoke orders may be eligible for a return and refund, subject to our 30-Day Returns & Refund Policy.

Please review the full return policy for applicable terms and conditions.

Returns cannot be accepted if:

• The 30-day return period has expired.
• The item has been used, damaged, altered, or is not in its original condition.
• The required IGI, GIA, or GCAL grading report, where applicable, is missing.
• The item is a round or fancy-shaped diamond, calibrated diamond, custom-cut diamond, or fancy-color melee diamond, as these items are final sale and non-returnable.

Please ensure your item meets all return requirements before submitting a return request.

To start a return, simply email support@kleoradiamond.com with your order number and the reason for your return. Our support team will guide you through the next steps.

Please note: A maximum of two returns or exchanges per customer per year is allowed.

For U.S. customers, we provide a prepaid return shipping label for eligible returns.

For international customers, we reimburse up to $50 USD toward return shipping costs for eligible returns made within the 30-day return period.

If the return shipping cost exceeds $50 USD, the customer is responsible for the remaining balance.

All approved refunds are issued to the original payment method used to place the order.

If you’re located outside the U.S., the amount credited to your account may vary due to currency exchange rate fluctuations or conversion fees charged by your bank or payment provider.

We always process the full approved refund amount. However, we are not responsible for any currency conversion or foreign transaction fees applied by your bank or payment provider.

If you need a refund receipt, please email support@kleoradiamond.com. For details about any applicable conversion charges, we recommend contacting your bank or payment provider directly.

Yes. If your order was purchased using promotional Store Credit earned through a review campaign on social media platforms such as Reddit, Instagram, or similar platforms, a $50 USD shipping and handling fee will be deducted from your Store Credit balance for each return.

Please note: This policy applies only to promotional Store Credit earned through review campaigns. It does not apply to other forms of Store Credit or refunds.

We’ll send you an email confirmation as soon as your refund has been initiated.

Refunds typically appear in your account within 2–10 business days, depending on your bank or payment provider’s processing time.

If you’ve received a refund confirmation email, your refund has been successfully initiated. Most refunds appear in your account within 2–10 business days, although processing times may vary depending on your bank or payment provider.

If you haven’t received your refund after this timeframe, please contact us at support@kleoradiamond.com, and our team will be happy to assist you.

No. We are unable to refund customs duties, import taxes, or other government fees paid on your order.

If you wish to request a refund of these charges, please contact your local customs authority or visit their official website for information about the applicable refund process.