FAQ
Find answers about lab-grown diamonds, IGI reports, 18K gold, sizing, shipping, returns, bespoke jewelry and client support.
Diamonds & Certification
What are lab-grown diamonds?
Lab-grown diamonds are diamonds created in controlled laboratory environments using advanced technology. They possess essentially the same chemical, physical, and optical properties as natural diamonds, while differing in their origin.
Like all diamonds, they are evaluated according to the 4Cs: cut, color, clarity, and carat weight.
Learn more in our Lab-Grown Diamond Guide.
Are lab-grown diamonds real diamonds?
Yes. Lab-grown diamonds are genuine diamonds rather than diamond simulants such as cubic zirconia or moissanite.
Which J'ENCHANTE diamonds come with an IGI report?
Every J'ENCHANTE solitaire or center diamond of 1.00 carat or above is accompanied by an official IGI report.
The report provides independent information about the diamond, including its cut, color, clarity, carat weight, and laboratory-grown origin.
How can I verify my IGI report?
Each IGI report includes a unique report number. You can enter this number through IGI’s official report verification service to review the corresponding report information.
Do diamonds below 1.00 carat include an IGI report?
Individual IGI reports are guaranteed for solitaire and center diamonds of 1.00 carat or above.
Certification details for diamonds below 1.00 carat are stated on the relevant product page. Smaller diamonds are selected for brilliance, color consistency, clarity and visual match within the finished piece.
What is the J'ENCHANTE signature laser inscription?
Selected J'ENCHANTE diamonds of 1.00 carat or above feature a microscopic J’ENCHANTE inscription on the girdle of the stone.
The inscription provides an additional element of brand identification and traceability. Because not every diamond carries the inscription, please check the product information or contact our team for confirmation.
Materials & Production
What materials does J'ENCHANTE use?
J'ENCHANTE fine jewelry is crafted in solid 18K gold and set with lab-grown diamonds selected for the design, proportions and intended appearance of each piece. Selected designs may also include gemstones.
Why does J'ENCHANTE use 18K gold?
18K gold contains 75% pure gold and offers a balance of precious metal content, durability and setting strength for fine jewelry designed for regular wear.
Is J'ENCHANTE jewelry gold-plated?
No. Our fine jewelry is crafted in solid 18K gold rather than gold-plated or gold-vermeil materials.
Please refer to the individual product page for the exact metal specification of each design.
How does J'ENCHANTE select its diamonds?
We consider more than carat weight alone. Diamonds are assessed for cut, proportions, brilliance, color, clarity, and how they perform within the finished jewelry design.
We select diamonds for brightness, proportion, color consistency and how well they work within the setting and overall design.
How is each piece inspected before delivery?
Each piece is reviewed throughout production for proportions, setting security, metal finish, comfort and overall appearance. A final inspection is completed before the jewelry is prepared for delivery.
Learn more about our process on the Our Craftsmanship page.
Product Information & Sizing
How do I find the correct ring size?
You can measure the inside diameter of a ring that already fits, or measure the circumference of your finger using a paper strip or measuring tape.
For step-by-step instructions and international size conversions, please visit our Ring Size Guide.
What should I do if I am between two ring sizes?
If you are between two sizes, the more comfortable choice may depend on the ring’s width, design, and how your fingers change throughout the day.
Please contact our team before ordering, and we will help you review the most suitable option.
Will the jewelry look exactly like the photos online?
We make every effort to present our jewelry accurately. Slight differences may appear due to screen settings, photography, lighting, gemstone characteristics and the hand-finishing process. Product dimensions and specifications are provided on the relevant product page whenever available.
Where can I find product measurements?
Available dimensions, diamond weights, materials, and other specifications are listed on each product page.
If you require an additional measurement before purchasing, please contact our team.
Orders, Shipping & Duties
How long will my order take to be dispatched?
In-stock pieces are generally usually dispatched in approximately 14 days.
Made-to-order and customized pieces are generally usually dispatched in approximately 28 days.
These are estimated dispatch periods rather than guaranteed delivery dates. Timing may vary depending on production requirements, order volume, public holidays, and the destination.
Do you ship internationally?
Yes. J’ENCHANTE supports international delivery.
Shipping availability, charges, and estimated transit times may vary by destination and will be displayed or confirmed during the ordering process.
How can I track my order?
Once your order has been dispatched, tracking information will be sent to the email address provided with your order.
Tracking updates are managed by the appointed courier and may take a short time to appear after dispatch.
Will I be charged duties and taxes?
International orders may be subject to import duties, taxes, customs fees, or other charges imposed by the destination country or region.
Unless otherwise stated at checkout, these charges are the responsibility of the recipient and are not included in the product price or shipping fee.
Customs procedures may also affect the final delivery time.
What currency will I be charged in?
The available currency may depend on your selected market, region, and checkout settings.
The final amount and currency will be shown before payment is completed.
Can I change my delivery address after placing an order?
Please contact our team as soon as possible if you need to update your delivery details.
Once an order has entered production or has been dispatched, changes may no longer be possible.
Returns & Exchanges
What is your return period?
Eligible items may be returned within 7 days of receiving the order.
The item must meet the conditions stated in our official Return Policy. Please review the full policy before requesting a return.
How do I request a return?
Please contact our team within 7 days of receiving your order and provide your order number and reason for the request.
Our team will review the request and provide the appropriate return instructions if the item is eligible.
Are all items eligible for return?
Return eligibility depends on the item type, condition, and the terms stated in our Return Policy.
Certain bespoke, customized, engraved, altered, or personalized pieces may be subject to different conditions or may not be eligible for return.
Please contact us before purchasing if you require clarification.
When will I receive my refund?
Approved refunds are processed after the returned item has been received and inspected.
The time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.
Are duties and taxes refundable?
The refundability of duties, taxes, and customs fees depends on the regulations of the destination country and the method through which those charges were collected.
J'ENCHANTE cannot guarantee that charges paid directly to customs authorities or third parties will be refundable.
Gifting & Packaging
Does J'ENCHANTE jewelry come with packaging?
Yes. J'ENCHANTE jewelry is presented in branded packaging designed to protect the piece during delivery and make it suitable for gifting.
The exact packaging format may vary depending on the jewelry type, order, and delivery requirements.
Can I purchase J'ENCHANTE jewelry as a gift?
Yes. Our jewelry is suitable for birthdays, anniversaries, proposals, weddings, Mother’s Day, and other meaningful occasions.
Please contact our team if you require assistance selecting a suitable piece.
Can you include a gift message?
Gift-message availability may vary depending on the order and delivery arrangement.
Please contact our team before the order is dispatched, and we will confirm the available options.
Bespoke Jewelry
Do you offer bespoke jewelry services?
Yes. J'ENCHANTE offers a personalized bespoke service for clients seeking an individually developed jewelry piece.
The service may include consultation, design development, diamond and material selection, production, final inspection and delivery.
How does the bespoke process work?
The process generally begins with a private consultation to understand your inspiration, preferences, budget, materials and intended occasion.
This is followed by design development, quotation, approval, production, final inspection and delivery.
Learn more on our Bespoke Service page.
How long does bespoke jewelry take?
Customized and made-to-order pieces are generally dispatched within approximately 28 days.
Highly complex or fully bespoke designs may require additional time. The estimated schedule will be discussed before production begins.
Can I request a specific diamond shape, size, or gold color?
Yes. Available options may include diamond shape, carat weight, color, clarity, cut, setting style and 18K gold color.
Availability and pricing will depend on the design and material requirements.
Can I make changes after approving the design?
Changes may be possible during the early design stage.
Once the design has been approved and production has begun, further changes may result in additional charges, delays, or may no longer be possible.
Payments & Client Support
What payment methods do you accept?
Available payment methods are displayed at checkout and may vary depending on your location, currency, and selected market.
Is my payment information secure?
Payments are processed through the secure checkout and payment providers available on our online store.
J'ENCHANTE does not directly store complete card details entered through an external payment gateway.
Can I speak with someone before placing an order?
Yes. Our team can assist with product specifications, sizing, IGI reports, delivery, gifting, and bespoke inquiries.
Please contact us through WhatsApp or our online contact form.
Pricing & Value
What does Direct-to-Consumer Pricing mean?
Direct-to-Consumer Pricing means that J'ENCHANTE sells directly to clients through our official website and private client services, rather than relying on a traditional multi-layer retail network.
By reducing additional distribution and storefront costs, we can direct more value toward 18K gold, diamond specifications, setting, finishing and client service.
Why is J'ENCHANTE priced differently from traditional jewelry retailers?
Traditional fine jewelry pricing may include multiple layers of distribution, retail operations and physical storefront costs. J'ENCHANTE follows a more focused model built around direct client relationships, planned production and official sales channels.
This allows us to offer considered pricing while maintaining our material, diamond selection, setting and inspection standards.
Does Direct-to-Consumer Pricing change how the jewelry is made?
No. Our pricing model changes how the jewelry reaches you, not how it is made.
J'ENCHANTE jewelry is crafted in 18K gold and set with selected lab-grown diamonds. Each piece is inspected for diamond appearance, setting security, proportion and finishing before it is presented to the client. Independent diamond certification is provided where stated on the product page.
How does J'ENCHANTE determine the price of a piece?
Each piece is priced according to its diamond specifications, total carat weight, 18K gold content, design complexity, setting technique and production requirements.
For certified or bespoke pieces, factors such as diamond shape, cut, color, clarity and individual design details may also affect the final price.
What is included in the listed price?
The listed price covers the finished J'ENCHANTE jewelry and the product specifications stated on the relevant product page.
Customization, bespoke design services, taxes, duties or delivery charges may be shown separately where applicable. Any additional costs will be communicated before the order is confirmed.
Are J'ENCHANTE prices consistent across official channels?
Our standard collection pricing is consistent across J'ENCHANTE’s official sales channels.
Bespoke designs, diamond upgrades, material changes and other personalized requests are quoted separately according to the selected specifications and production requirements.
Still Have a Question?
Our team is here to assist with product details, sizing, certification, delivery, gifting, and bespoke inquiries.