Frequently Asked Questions

About Us:

Do you have gemologists on staff?

Yes. We currently have G.I.A Graduate Gemologists on staff. These gemologists are an integral part of our customer service team. If you have any further questions, you can speak with a graduate gemologist at any time.

Do you have a referral program?

We do! When you refer a friend, your friend gets $150 off their first Gem Story purchase. Meanwhile, you get a choice of $150 off your next Gem Story purchase, a $50 gift card to Sephora, or a $50 gift card to Amazon.

Insurance and Long-Term Care:

Do you clean or provide care for jewelry sold on your site?

All jewelry purchased from Gem Story is eligible for a free cleaning every six months. You may also return your jewelry to our offices for free prong tightening, repolishing, rhodium plating and cleaning.

What is covered by your lifetime warranty?

All of our jewelry is manufactured using the highest quality materials and is inspected prior to shipment. We stand behind everything that we sell and warrant that all items will be free from any manufacturing defects at the time of delivery. Our lifetime warranty offers free prong tightening, re-polishing, rhodium plating and cleaning services.

In the event that there is ever a problem with your jewelry or you are in need of other services that are not covered under our lifetime warranty, your jewelry can be mailed back to our office for evaluation. Once inspected, should charges apply, you will be notified prior to any work being done to service your jewelry.

Please Contact Us if you have any questions or would like to return your item(s) to take advantage of our free lifetime warranty or request additional repair work needed to service your Gem Story jewelry.

Do you provide insurance appraisals?

Yes. Every finished engagement ring or piece of fine jewelry valued at $1,000 or higher will be accompanied by a full insurance evaluation.

Do you insure jewelry?

Although we provide you with an insurance appraisal that you can use to obtain coverage, we do not provide jewelry insurance. We have, however, partnered with Jewelers Mutual Insurance Company to provide you with the option of insuring your jewelry with its personal jewelry insurance*. Insuring your jewelry with Jewelers Mutual® Jewelry Insurance is quick and easy, and leaves you with a feeling of emotional and financial security.

(*Insurance is available in all US states and Canada [except the province of Quebec]. Gem Story is not a licensed agent of Jewelers Mutual Insurance Company and does not sell or recommend insurance.)

Orders and Ring Sizes:

I saw a ring on your site, and I love it! Can I try it on?

Definitely. At Gem Story, we understand how important it is for our customers to see and feel jewelry – especially a piece of jewelry as personal as an engagement ring.

So here at Gem Story, we offer free shipping on all orders, with no minimum purchase. In fact, we’re so confident that you’ll be impressed by the quality of our jewelry that we offer a money back guarantee. If you’re not satisfied with your order, you have 30 days to return your item and receive a full refund.

Nervous that you’ve ordered the incorrect ring size?

That’s no problem, either. We will resize your ring once for free within the first year of your purchase, including free return shipping within the U.S. and Canada for the first resize.

*Some rings cannot be resized and will need to be remanufactured. There will be a fee for rings that need to be remanufactured outside the 30-day return policy.

Can I order through your website?

Yes. You can purchase our loose diamonds, engagement rings or fine jewelry using our secure checkout process.

Can I custom design an engagement ring?

Yes. Custom designing an engagement ring is a great way to create a ring that is perfect for your unique personality—a beautiful expression of love. Learn more about custom designing your own engagement ring or fill out this form to get started. You can also call customer service 24/7 for any inquires.

What if I need help placing an order?

If you would like assistance with placing your order, please call us.

What if I have a question about my order, want to change it, or need to cancel it?

For questions about your order, call Customer Service at 1-234-567-9866, 24 hours a day, 7 days a week, or send an e-mail to

You can check your order status online by clicking here. You will need your order number and email address.

I'd like to place an international order. Do I pay customs fees to James Allen or to Fedex?

When you place an international order, we will ship it to you for free. Once the package arrives in your country, the courier will contact you to collect any taxes or duties. Shipping is done via Fedex International Priority for orders over $500 in value and usually takes two to three days. Packages valued below $500 are sent USPS Priority Mail.

How do I find my ring size?

There are several methods available to determine your ring size (or the ring size of a loved one). Please check online for a full list of the options available to you.

What if I need to resize my ring?

We will resize your ring once for free within the first year of your purchase, including free return shipping within the U.S. and Canada for the first resize. International customers pay a small return shipping fee of $50. If more than one resize is needed or outside of the first year, a $25 fee applies to resize white, yellow, and rose gold rings, and $50 for platinum. The return shipping fee is $30 for US customers and $50 for international customers. We do not charge to ship the ring back to you, so that service is always free.

What happens when my ring is resized?

During the resize process small amounts of metal will be added or removed to increase or decrease the size to adjust for the new size needed. As a result, your ring may be slightly thicker or thinner when completed. This is a minor difference, and may or may not be discernible to you. Your resized ring will be inspected by quality assurance to ensure both that our high standards are met and that your ring has been fitted to the size that you need. For a free resizing, just mail your ring to our offices. Or if you prefer to stay local, we also offer in-person resizing at a location near you.

What if my ring cannot be resized?

Some rings cannot be resized. This may be due to a size restriction, falling outside of the recommended range, or due to the design style. During our 30-day return policy you will not be charged if your ring needs to be remanufactured. Outside our 30-day return policy and during our 1 Year Free Resizing policy a fee will apply if your ring must be remanufactured. It is important to know that your new ring may not look ‘exactly’ like the original, as minor variations can occur. Upon receipt and inspection of your ring you will be notified prior to any work being done to discuss the charge to replace your ring.

Can you engrave my ring?

Yes, we’d be happy to personalize your ring with an inscription for FREE.
Please note: There will be a $25 re-polishing fee if an engraved item is returned.

If I purchase an engagement ring and a loose diamond, do I have to pay extra to have the diamond set into the ring?

Of course not! In fact, we encourage you to choose your diamond separately – this is what makes your jewelry unique!

I have my own diamond but I'd like to purchase one of your settings. Can you set my diamond into a Gem Story ring?

es! Almost Every ring on the Gem Story website is available for purchase, regardless of whether or not you purchase a center diamond from us. Many rings, however, cannot be manufactured unless we have the diamond in our possession. Tension settings, rings with diamond halos, and other unique designs fall into that category. In those instances we require that you send the diamond to our offices and charge a $100 setting fee. To order those designs, please contact our offices and we will provide you with an exact shipping and insurance quotation. For all other designs, you can complete your order through our online shopping cart. When you check out with just a setting (and not a diamond), please provide us with the exact shape and millimeter dimensions of your diamond so we can include properly sized prongs.

Please Note: While we will take every precaution to ensure that your diamond is professionally mounted into our ring setting, cannot be responsible for any damage that may occur during the setting process. CZ (cubic zirconia), diamond simulants, clarity-enhanced diamonds, gemstones, or other diamond substitutes are particularly prone to damage. Any diamond simulants or enhanced diamonds should be clearly marked as such when sent to our offices. We also reserve the right to charge additional fees for diamonds or gemstones that are greater than 7mm in diameter.

Is the name GEM STORY going to be inscribed inside my ring like I see in the pictures online?

The GEM STORY inscription shown in our online product images is to protect the copyright of our photographs and videos. Your ring will only be stamped with the metal type (18kt or Platinum) and the “GS” hallmark.

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Every loose diamond, ring and piece of jewelry listed on the website is sold with a 100% money back guarantee. Designing your own ring using our system or having your diamond mounted into any ring does not make the ring custom. Custom orders refer to ring designs that are not on the website. Please note: all returns on engraved rings will require a $25 re-polishing fee.

Lab-Created Diamonds:

Is a lab-created diamond better?

Depends what you’re going for. Both lab-created diamonds and earth-created diamonds from are conflict-free and vary in their diamond grading. Lab-created diamonds allow you to maximize your budget, giving up to 30% more size for the same cost, while earth-created diamonds are incredible works of nature and the traditional choice.

Where do lab-created diamonds come from?

Lab-created diamonds are created in a lab (you probably figured that out already). Using advanced technology, they’re grown from a sliver to a fully-formed diamond.

Are they the same as earth-created diamonds? If not, how are they different?

Lab-created diamonds and earth-created diamonds offer identical optical and chemical composition. The sparkle is the same – the core difference between them is their origin.

Are lab-created diamonds or earth-created diamonds higher quality?

Neither is inherently higher quality, as both lab-created and earth-created diamonds are available in a range of qualities. For example, while the color of one diamond may be superior, the other diamond may be superior in clarity – this isn’t connected to the diamond’s origin.

How is a lab-created diamond made?

Scientists start with a diamond seed – a small sliver of chemicals – then expose it to temperatures and pressures to make it grow like a diamond under the ground. A carbon coating helps the diamond crystalize as it grows.

Will I still receive an appraisal and/or a laboratory certificate?

Yes – Gem Story lab-created diamonds are graded to the same standards as our earth-created diamonds. That means your lab-created diamond will be accompanied by an independent laboratory report detailing its “4 Cs” – cut, color, clarity, and carat weight. If your diamond is mounted into jewelry, it will also be accompanied by an insurance appraisal.

Okay, so the untrained eye can not tell the difference between lab-created diamonds and earth-created diamonds. What about the trained eye?

Same deal – because lab-created diamonds are virtually and chemically identical to earth-created diamonds, they cannot be distinguished even with a professional loupe.

Will the return policy be the same?

Yes! We stand behind all our products and want you to be 100% satisfied with your purchase. You may return your jewelry piece for a full refund or exchange within 30 days.

Can I get insurance on a lab-created diamond?

Yes – we partner with Jewelers Mutual , a personal jewelry insurance company which insures both lab-created and earth-created diamonds. Make sure to provide them with your insurance appraisal and policy documents.


What types of payment do you accept?

We accept all major credit cards (Visa, MasterCard, American Express, and Discover), as well as PayPal.

Many customers purchasing items valued over $1,000 prefer paying by wire transfer. Wire transfer orders receive a 1.5% discount from our listed price. Customers paying by wire will receive wiring instructions once they have completed the check-out process. We must receive confirmation from our bank that a wire transfer has been completed before items can be shipped. At our sole discretion, we may require bank wire payment for any international order or orders in excess of $20,000.

Credit card orders can be placed online using our secure server or over the phone with our customer service department. For security purposes, Gem Story may request additional documentation (such as drivers license, photocopy of credit card, etc) on some transactions.

Please contact our customer service department if you have any additional questions.

Will I receive a discount if I pay by bank wire?

Yes. Bank wire customers receive a 1.5% discount off their entire order.

Will I be charged sales tax on my order?

Gem Story collects sales tax on orders that are shipped to the following states: Alabama, Arizona, Arkansas, California, Colorado, District of Columbia, Connecticut, Hawaii, Idaho, Illinois, Indiana, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, New Jersey, New Mexico, New York, Nevada, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Vermont, Washington, Wisconsin, Wyoming, Georgia, Iowa ,Nebraska, Utah, Virginia and West Virginia.

Can I pay with two different credit cards?

Yes. If you’d like pay with two different cards, please place your order over the phone with customer service at 1-234-567-9866. We are available 24 hours a day, 7 days a week.

What is the credit card security code?

The security code is a 3 or 4 digit number that appears on your credit card. Visa and MasterCard users will find this code above the signature on the back of the card. Discover and American Express users will find this number on the top right of the front of the card.

Do you offer Financing?

Yes. Gem Story offers payment options to help you purchase the bridal jewelry of your dreams. Learn More About Financing to select the option best for you and complete the application form online.

Privacy and Security:

Is shopping with New Grown Diamond secure?

Yes. Gem Story ensures that our customers’ purchases are secure. We use secure encryption and fraud protection for all credit card transactions. All sensitive data is encrypted using 256-bit Secure Socket Layers (SSL). You can view our Norton Secured Certificate to see an independent verification of our site’s security.

Will my personal information be shared with third parties?

We keep your information 100% private and confidential.

Return Policy:

What is your return policy?


If, for any reason, you are not completely satisfied with your order, you may return it within the first 30 days of shipment for a full refund or exchange – we even pay for the return shipping. Free returns only apply to U.S and Canada customers and are limited to three per customer. Please note: There will be a $25 re-polishing fee if an engraved item is returned. To return an item, simply follow the Return Procedures listed below:

  1. Contact our Customer Service department at 1-877-826-9866.
  2. Advise the representative that you wish to return your order.
  3. Within one business day of your phone call we will email you a pre-paid, fully insured FedEx 2-Day label, along with instructions on how to safely and securely package your items.
  4. Take your order and the label to the nearest FedEx location and simply mail it back to us! If you need packaging materials, FedEx will assist you.
  5. Your order should arrive in our office in two business days (excludes weekends and holidays).
  6. All refunds will be processed within two weeks and done in the form of the original purchase method. Bank wires will be refunded via company check.
Improperly packaged items:
Items sent to our office without a RAN number, packages shipped beyond the 30-day return period, and packages that are improperly packaged or uninsured will be refused receipt.
Damaged and Used Items:
Returned merchandise must be undamaged and in “new and unused condition.” Items showing obvious signs of wear or alteration by a jeweler other than Gems Story will not be accepted.
Loose diamonds:
Loose diamonds must be accompanied by the original laboratory grading report or a $150 charge will be assessed to replace the certificate.
Eternity bands and tension rings:
Eternity bands and tension rings usually cannot be resized and must be completely remanufactured.
Special orders:
Special orders cannot be returned. A ring plus center diamond that we mount together – such as the Design your Own rings – is not considered a special order.
Do you have an upgrade policy?

Yes. Any diamond can be exchanged for 100% credit towards a new purchase valued at least 2x the original amount. The diamond being upgraded must be in original condition and accompanied by original laboratory grading document. We can also remodel most rings to accommodate the new diamond for a minimal charge.


Where do you ship diamonds?

We ship diamonds to the U.S., Canada and internationally. We deliver to your home, business, APO, or nearest Fedex location.

Regarding deliveries to Canada: Customs taxes may vary, depending upon the nature of the item and the Province you are having the item shipped to. For example, purchasing a loose diamond will not incur a customs tax, whereas a diamond engagement ring, diamond earrings or a diamond pendant will incur a customs tax from anywhere between 5% and 8.5%.) Other than GST/PST/HST, there are no additional import duties for orders shipped to Canada.

Before having an item shipped to Canada, please learn more about the exact taxes and rates you may be subject to pay.

I'd like to place an international order. Do I pay customs fees to Gems Story or to Fedex?

When you place an international order, we will ship it to you for free. Once the package arrives in your country, the courier will contact you to collect any taxes or duties. Shipping is done via Fedex International Priority for orders over $500 in value and usually takes two to three days. Packages valued below $500 are sent USPS Priority Mail.

Do you ship to military APO's?

Yes. We will gladly mail your purchase to any military APO using the US Postal Service Registered Mail. Registered mail shipments are fully insured and can take up to three weeks for delivery, so order early!

How long after I order will my item be shipped?

To allow time for proper inspection by our gemologists, loose diamonds are shipped 1-4 days after payment. All shipping is FedEx Priority. All other jewelry and engagement rings will be shipped in one to three weeks, depending on the production schedule of that item. Shipping ranges are located on the detail page for each item. Please note: Overnight Friday packages arrive on Monday.

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Every item sold by James Allen is inspected by our quality control department prior to shipment to ensure care and satisfaction.

What if I need an item sooner than the date listed on the website?

Every engagement ring and wedding band on our website is carefully crafted at the time of order. While we are able expedite some orders, we highly encourage you to allow adequate time for your design to be completed and inspected by our Quality Assurance team.

Are your shipments secure?

Yes. Our items are fully insured during transit. All purchases require a signature at the time of delivery.

What if my jewelry gets lost during shipment?

Gems Story takes every precaution to ensure that your order arrives safely. Your order is fully insured during transit, and we require a signature for all packages.