Frequently Asked Questions – TGN Jewellers
Q: Are your moissanite stones real?
Yes. All of our moissanite stones are lab-created and test positive on a diamond tester. They are carefully selected for clarity, fire, and brilliance, offering a premium alternative to natural diamonds at a more affordable price.
Q: Do your products come with certification?
Yes. Most of our moissanite pieces come with a GRA certificate of authenticity unless otherwise stated. Please check the product description or reach out if you’re unsure.
Q: Do you accept custom orders?
Absolutely. We specialise in bringing your ideas to life. Whether you want a name pendant, custom ring, or something completely unique, we can create it. Visit our Custom Orders page for full details on process, pricing, timelines, and terms.
Q: How long do custom orders take?
Custom pieces take a minimum of two weeks to produce after final design approval, depending on complexity. Please allow additional time for processing and shipping. We’ll keep you updated throughout.
Q: Can I cancel or return a custom piece?
No. Once a custom order has entered design or production, it cannot be cancelled, changed, or refunded. Please review your order carefully and approve the final design before production begins.
Q: How long does shipping take?
Standard orders are processed in 3–5 business days. Delivery typically takes 5–10 business days after dispatch, depending on your location. Custom orders will take longer due to production time. For full details, see our Shipping Policy.
Q: Do you ship internationally?
Yes, we ship worldwide using trusted carriers. International delivery times may vary due to customs and courier conditions. Customers are responsible for any import duties or taxes upon arrival.
Q: Is there a warranty on your products?
Yes. We offer a Lifetime Warranty on all non-custom jewellery. This covers fading, breakage, or malfunction under normal wear and includes a one-time repair or replacement. A £20 processing fee applies. See our Warranty Policy for full terms.
Q: Are custom items covered under the warranty?
Custom items are not covered by our Lifetime Warranty, but they are protected under a 30-day Custom Craftsmanship Guarantee that covers defects in manufacturing. After that, repair services are available at a fee.
Q: What happens if my item arrives damaged?
Please contact us within 48 hours of delivery with photos and your order number. We’ll assess the issue and offer a solution — either a refund, replacement, or repair depending on the case.
Q: What’s your return policy?
You can return eligible items within 14 days of delivery if they’re unused, unworn, and in original packaging. Custom pieces, earrings, and items on final sale are not eligible for return. See our Refund Policy for full details.
Q: Do you offer gift packaging?
Yes. Our jewellery is packaged in elegant boxes perfect for gifting. If you’d like us to include a handwritten note, just leave a message at checkout.
Q: Do you really donate 5% to charity?
Yes. We contribute 5% of our net profits to charitable causes focused on education, skill development, and community upliftment. Learn more on our Giving Back page.
Q: What payment methods do you accept?
We accept all major credit and debit cards, PayPal, Klarna, Shop Pay, Google Pay, and select cryptocurrencies. Orders over £1,000 paid via traditional methods may require ID verification.
Q: Can I track my order?
Yes. Once your item ships, you’ll receive a tracking number via email so you can follow your order’s journey in real-time.
Q: I need help with sizing. What should I do?
You can refer to our sizing guide or contact us directly — we’re happy to help you find the perfect fit.
Q: Who do I contact for support?
You can reach our customer service team at tgnjewllers@gmail.com. We typically respond within 48 business hours.