FAQs
SITE & ACCOUNT
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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ORDERS
Orders cannot be amended 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. Unfortunately we are unable to amend orders.
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 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.
OUR JEWELRY
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.
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! Submit your information on our Partners page here.
For any media or press inquiries, please contact us at press@lightboxjewelry.com
PRODUCT CARE
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.
SHIPPING
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, express or pick up in store). 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) gets processed next weekdays (with exceptions for bank holidays). Sometimes during busy campaigns (such as sale) we might make the express delivery unavailable.
Standard delivery (48h) is free for every order over £20, for orders under £20 we charge £4 for standard shipping. We also offer express delivery, order before 2pm delivery next day (24h) at a cost of £10 regardless of order value.
We only apply deliveries within Mainland UK (excluding Highlands, Offshore Islands & Northern Ireland).
In checkout you choose your shipping address and here it is also possible to use a different billing address.
Our store pickup service means you can shop online at home or on the move, and then pick up your items in one of our stores saving you the cost of delivery no matter your order total. Read more about it here.
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 48h can sometimes take up to 24hrs to be available.Store pickup orders are not traceable via a tracking link, but as soon as your parcel arrives at your selected store, we’ll send you an email confirming that your order has arrived.
Tracking information for standard 48h can sometimes take up to 24hrs to be available on royal mails website. Try again after 24hrs 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 don’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 items may change.If an item in your order is missing, check your emails to see if we have sent you information about an item was 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.
LB store 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 happen we will send you an email that inform you about this.
RETURNS & EXCHANGES
US customers are able to make exchanges via our returns portal here. For international customers we currently do not offer exchanges.
still have a question?
Want to know more about lab-grown diamonds or our products? Get in touch using our contact details below. We’re happy to help!
Monday-Friday 10am-7pm EST, Saturday 10am-5pm EST
