FAQs

If you're having any issues, drop us a note at team@lightboxjewelry.com and we'll get in touch to help you out.

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Our warehouse will be closed on Thursday 23rd November 2023 in observation of thanks giving, all orders that were placed after 2pm EST on Wednesday 22nd November 2023 will not be processed until Friday 24th November 2023.

Unfortunately we are unable to amend orders once they have been placed. Once you pay for your order, it may not be possible to change the order before it is dispatched. Please contact our Customer Care team as soon as possible by calling +1 (833) 270-3737 (find opening hours here). Whilst we will always attempt to cancel your order for you and prevent dispatch of the products, this may not be possible due to the speed with which orders are processed. If our Customer Care team is unable to cancel your order, you can return your order using the free returns label provided.

Discount codes can only be applied to orders when entered at the checkout stage, they can not be applied to an order after it has been placed.

Your order may have been cancelled for a number of reasons including, but not limited to, payment or missing delivery information. If your order (or part of your order) is cancelled, the appropriate amount of money will be refunded to you. Refunds are completed within 14 days, but this may vary depending on your bank provider.

When your order is fulfilled you will receive a "Shipping Confirmation" email to let you know that it has been dispatched with a tracking link included.

We currently do not offer any gift wrapping, gift notes or gift receipt services.

Lab-grown diamonds are diamonds that were grown by scientists in a lab. They share the same chemical makeup as natural diamonds, and are optically identical. The biggest differences between natural and lab-created diamonds are how they’re made, and how rare they are. We have lots of information for you to discover about our lab-grown diamond quality and how they're made.

We produce our gems to a consistently high standard, so our solitaires don’t need individual certificates to describe them. Instead, you can learn about our standards of excellence for all Lightbox lab-grown diamonds in our tech spec. Each of our lab-grown diamonds larger than 0.2 carats is also laser inscribed with the Lightbox logo (but invisible to the naked eye), as a promise of quality.

Engagement rings cannot be returned if they have been engraved, resized or altered in any way, if they are this will be deemed nonrefundable.  All pink and blue styles along with white styles in sizes 7.5 - 9 are made to order which have a 2 - 3 week additional processing window before shipping. 

Solitaire Rings:

• We recommend purchasing this ring in your final size, or exchanging for the correct size if the ring does not fit perfectly.
• If you choose to resize, we recommend only sizing up or down a maximum of 1 size.
• If altered by a 3rd party, this piece will no longer fall under the Lightbox warranty and will not be eligible for returns.

Halo Rings:

• We recommend purchasing this ring in your final size, or exchanging for the correct size if the ring does not fit perfectly.
• If you choose to resize, we recommend only sizing up or down a maximum of 1/2 size.
• If altered by a 3rd party, this piece will no longer fall under the Lightbox warranty and will not be eligible for returns.

We know it is not always easy to get the perfect size and so we've put together a ring size guide to help you find the perfect fit, all from the comfort of your home. There you can download and print our digital ring sizer to measure your finger, or find the size of an existing ring. Remember, returns are always free, so you can shop risk free. 

We've put together a ring size guide to help you find the perfect fit - even if you're shopping for a gift for someone else. Download and print our digital ring sizer to find the right size, and remember, returns are always free, so you can shop risk free. 

If you're a retail partner interested in working with us, you can submit your information on our Partners page here.

We’d love to chat! Please contact us at press@lightboxjewelry.com

For any media or press inquiries, please contact us at press@lightboxjewelry.com

Store your lab-grown diamond jewelry separately to avoid any scratches or surface damage.

Avoid wearing your jewelry while exercising, swimming, playing sports or doing household chores. Remove your jewelry for lasting wear.

Clean your lab-grown diamond regularly with a soft, dry cloth. For a deeper clean, soak your jewelry in a bowl with a small amount of mild, diluted dish soap. Give it a gentle polish with a soft-bristle baby toothbrush and rinse. Pat dry with a lint-free cloth.

Keep your jewelry away from lotions, perfumes and hand sanitizers because they can affect the metal. Always put your jewelry on after makeup, hairspray, lotion or perfume.

Standard Secure Fedex delivery (delivered within 3 - 5 business days) is free for all orders. We also offer Secure Express Overnight Fedex delivery, (order before 2pm EST Monday - Thursday) at a cost of 25 USD

We always aim to deliver your order between 1-3 working days after we have confirmed your order depending on what delivery method you choose (standard or express). Note that delivery times are estimates and that deliveries could take somewhat longer during peak season (such as Christmas). We do not dispatch on weekends or bank holidays. To be able to receive your order with our express alternative you need to place your order before 2pm on weekdays (Monday - Friday). Orders placed on weekends (Saturday & Sunday) are processed the next working day (with exceptions for bank holidays). Sometimes during busy campaigns (such as sale) we might make the express delivery unavailable.

Standard Secure Fedex delivery (delivered within 3 - 5 business days) is free for all orders. We also offer Secure Express Overnight Fedex delivery, (order before 2pm EST Monday - Thursday) at a cost of 25 USD.

We ship to all 50 states & Washington, DC. Unfortunately, we do not ship to U.S. P.O. Boxes; U.S. territories; and APO/FPO/DPO addresses.

We also ship to over 50 countries around the world, from Australia, Canada, Hong Kong, Singapore and the U.K, check out our global shipping page to see the full list of countries. 

Within the checkout process. Here you can specify your shipping address and separate billing address.

When your order is shipped from our warehouse, we will send you an email to confirm that it's on its way. From there it should be delivered within the timescale we advertise. Orders are traceable from when they are shipped, you can check its progress in the delivery confirmation email.

Tracking information for standard delivery can sometimes take up to 24 hours to be available. Try again after 24 hours from when you have received your order confirmation. If you still can't see your tracking information please contact us.

If you are not home when our courier attempts delivery, or if the parcel doesn’t fit through the letter box, they will leave a note telling you where you can collect your parcel. Your parcel will be held there for 18 calendar days.

Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular item(s) may change.

If an item in your order is missing, check your emails to see if we have sent you information about an item which is out of stock. If out of stocks occur, we will send you an email to inform you about this. If this happens, no payment of these goods is taken. The delivery note will state which items are in this part of your order. Please check the delivery notes from each part of your order to make sure you are not missing anything. If something is missing and you have questions about this, please reach out to us.

Lightbox Jewelry does not apply partial deliveries. An item that is sold out will be canceled from your order and will be credited from the total amount and shredded from your order. If this happens we will send you an email that inform you about this.

Orders placed between Nov 1st 2023 - Dec 31st 2023 will have an extended 60 days return window from the date your package was delivered.

Our hope is that you are completely satisfied with your Lightbox Jewelry purchase. However, if you would like to a return an item, we are happy to offer returns within 30 days of the date your package was delivered. You can process your return via our returns portal here for US customers and here for non US customers. 

To be eligible for a refund or exchange:

All items must have their product tags intact, be in their original condition and returned inside their packaging.

All items must be returned to us from the same country to which they were delivered.

• Jewelry sets must be returned together, unworn and in their original packaging. We are unable to accept returns of individual items within the set.
• Loose stones must arrive in their original condition and must not have been previously set.
• Travel Pouch If a full order is returned then the jewelry pouch must also be returned or its retail value will be deducted from any refund.

All returns and exchanges must be authorized by Lightbox Jewelry. We will only accept returns that are returned using the prepaid USPS shipping label that we send to you at the time you request a return.

We reserve the right to reject any returns that do not meet these conditions; in the case that such items are returned, we will return these items to you. Defective or faulty items should be returned inside their original packaging where possible and within 90 days from date of delivery.

Items included in our Sale(s) or marked with a % off have been heavily discounted and are only eligible for returns within 14 days of the date your package was delivered.

Once we receive your return, please allow 8 - 15 business days for our warehouse to process your return and then 5 - 10 business days for your bank to process the refund to your account. We’ll send you a confirmation email once our team has processed your return, so you’ll know your refund is on the way.

US customers are able to make exchanges via our returns portal here. For international customers we currently do not offer exchanges.