Frequently Asked Questions
From ordering to custom designs, our FAQ page has everything you need to know about shopping with Love and Diamonds. Curious about lab-grown diamonds and our Dream Ring Builder? We’ve got answers.If you can’t find what you’re looking for, our team is always happy to help—just reach out!
No—guest checkout is available. Creating an account allows you to track your orders and enjoy a faster checkout experience on future purchases
At present, we have one physical boutique located in Cebu City. In-store pickup is currently available for Cebu-based customers only.
We encourage you to message us on our social media channels so our team can assist you with arrangements.
Please email us within 24 hours of placing your order, and we will do our best to assist.
As orders begin processing immediately—or may already be in production—changes or cancellations may not always be possible.
If you’re not completely satisfied with your purchase, we’re truly sorry to hear that. Return and exchange requests are reviewed on a case-by-case basis. Our team will first assess the situation before proceeding.
To qualify for a return or exchange:
- Items must be unworn and in their original, undamaged packaging.
- Exchanges may be made for items of equal or higher value.
If the replacement item costs more, you will be notified via email, chat, or text and asked to settle the price difference.
If the replacement item is of lower value, Love & Diamonds is unable to refund the difference or provide store or online credit. Discounts cannot be applied to additional items during an exchange.
Returns or exchanges are not accepted for:
- Change-of-mind purchases
-Damage caused by improper use, storage, or care
- Made-to-order, personalized, or customized pieces
- Courier delays resulting in late delivery
Love & Diamonds offers a 7-business-day return window starting from the date your order is delivered. Requests beyond this period cannot be accommodated.
International exchanges are currently not supported.
At this time, shipping fees are not complimentary.
For approved returns or exchanges, two-way shipping costs are the responsibility of the customer, except in cases where the item received was incorrect, defective, or missing.
Please note:
- Shipping fees are non-refundable and cannot be converted into store or online credit.
- We strongly recommend using an insured courier service or LBC for added protection.
- Love & Diamonds is not responsible for parcels lost in transit that were not originally dispatched by us. Lost parcels returned to us will not qualify for a refund, exchange, or store credit.
For assistance with the return process, contact us at hello@loveanddiamonds.ph or reach out via our social media channels.
Before shipping any item back, please contact us first.
All returned pieces must:
- Be unworn
- Include original packaging
- Come with proof of purchase
Once received, your item will be inspected by our Quality Assurance team. Exchanges cannot be processed until this inspection is complete. Our team will contact you should additional information be required
We understand that shipping issues can occasionally occur, and we’re here to help.
If your order arrives damaged, incorrect, defective, or appears lost, please contact us at hello@lovediamonds.com.ph within 7 days from delivery.
Important documentation requirements:
- Please record a clear unboxing video upon receiving your parcel.
- Inspect the packaging for visible damage.
- Submission of a video is required to initiate any return, exchange, or refund request.
No video, no refund.
Along with the video, please send:
- Clear photos of the item
- Images of the original packaging and courier pouch
- A brief description of the issue
These materials are essential for filing reports with our courier partners. Unfortunately, we cannot proceed with an investigation without complete documentation.
Approved returns are typically processed within 5–7 business days after arriving at our studio. Once completed, you will receive a confirmation email.
Refunds usually reflect in your bank account within 7–10 business days after processing.
If an item is lost during courier transit, investigations may take 1–2 months, as this involves coordination with LBC’s standard 30-day investigation period.
Please note that all shipping fees remain non-refundable.
For ready-to-ship pieces, please allow 2–3 business days for processing, plus transit time.
For made-to-order pieces, production typically takes 3–4 weeks, followed by shipping.
Orders placed on weekends or Philippine holidays will be processed on the next business day. We do not ship on weekends or holidays. During peak seasons, processing and delivery times may take longer than usual.
Please note that shipping timelines are estimates and exclude order processing time. Delivery days are quoted in business days only. We truly appreciate your patience.
To check estimated transit times, you may visit our courier partners’ websites:
Click Here: https://www.lbcexpress.com/extended-schedule
Click Here: https://https://www.dhl.com/ph-en/home.html
Orders within Cebu City and store pick-up are fulfilled via in-house delivery, subject to availability and fully insured for your peace of mind.
All other domestic orders are shipped through LBC, while international orders are sent via DHL, with insurance coverage included.
Please note that we are unable to ship to PO boxes, hotels, or military bases.
Yes—we ship internationally through DHL.
International shipments may be subject to customs duties, import taxes, or other charges upon arrival in the destination country. These fees are the responsibility of the customer and are not included in your order total.
Occasionally, customs clearance or courier delays may affect delivery timelines. These situations are beyond our control, and we recommend checking with your local customs office for more information.
If you believe your parcel may be lost, please contact us immediately via email or direct message on our social channels with your order number, and our team will gladly assist.
Please note that Love & Diamonds cannot be held responsible for parcels that have been marked “Delivered” by the courier. We recommend checking with your neighbors, building reception, or security desk to see if your package was received on your behalf.
We work exclusively with solid gold, and gold prices fluctuate more often. When they do, our pricing may adjust accordingly—always reflecting the true cost of materials, craftsmanship, and responsible production.
Our jewelry is thoughtfully crafted in our Cebu City studio, allowing us to maintain exceptional quality standards while ensuring fair compensation and safe working conditions for our artisans.
Yes—our gold pieces are made in 14k and 18k genuine gold, never plated or filled, and they are pawnable.
We work exclusively with trusted partner suppliers who meet the highest ethical standards and maintain full transparency across the supply chain.
All of our diamonds are conflict-free with mostly comes with IGI - Certification.
Most of our lab-grown diamonds come with an IGI (International Gemological Institute) certificate.
For pieces that do not include an IGI report, Love & Diamonds provides its own Certificate of Authenticity, verifying the diamond’s quality and origin.
All of our diamonds are carefully selected to meet our standards for brilliance, craftsmanship, and responsible sourcing.
Our pricing is based on each piece’s complete design and craftsmanship rather than raw material weight alone.
Every Love & Diamonds creation is individually priced to reflect artistry, production quality, and global gold market values.
To keep your pieces looking their best:
- Remove them before applying lotions, perfumes, cosmetics, or cleaning products
- Avoid wearing them during strenuous activities or while lifting heavy objects.
- Take them off in extreme heat, humidity, or when swimming in chlorinated water.
- To clean, gently brush with a soft-bristled toothbrush and diluted mild dish soap under warm water. Rinse thoroughly and allow to air dry in a secure place.
- Some designs are more delicate than others—please refer to individual product pages for specific care recommendations.
Yes! Our standard warranty includes one complimentary ring resizing (one size up or down) for online orders.
The warranty does not cover lost items, improper storage or care, or any alterations performed by third parties.
For full details, please visit our After-Sales section.
At Love & Diamonds, we believe fine jewelry is a lasting investment—created to be worn, cherished, and cared for over time.
To support the longevity of every piece, we offer thoughtful after-sales services, including lifetime complimentary jewelry cleaning, so you can enjoy your treasures with confidence.
Our After-Sales Services Include:
- Lifetime Jewelry Cleaning
- Enjoy complimentary professional cleaning for life to help maintain the brilliance of your pieces.
- Preferential Rates on Repairs, Resetting & Resizing . We offer 50% off standard services such as repairs, stone resetting, and resizing.
Each Love & Diamonds creation is handcrafted, and natural variations in color, shape, or size—may occur. Gold is a precious yet soft metal, so fine scratches may develop through everyday wear. These characteristics are part of the beauty of fine jewelry and are not considered manufacturing defects.
Our 14k and 18k gold warranty does not cover items that have been lost, discarded, misused, or damaged through normal wear and tear.
Pieces purchased through third-party retailers or altered by external jewelers automatically void the warranty. Items designated as “cannot be repaired” or “superfine” are also excluded from coverage.
If you experience any concerns with your jewelry, please reach out to us so we can assist you promptly. Our team will guide you through the process, including submitting photos of the piece for evaluation.
For further details, email us.
Ready-to-Ship: These are pieces we keep in stock. Once your order is processed, we can ship your ring immediately, usually within 2–5 business days.
Made-to-Order / Custom: These rings are one-of-a-kind and custom-designed for you. From design to final delivery, the process typically takes 3–4 weeks.
Each piece is carefully crafted to ensure the highest level of quality and attention to detail.
The Dream Ring Builder is our bespoke design service that lets you craft a fully personalized engagement ring. From selecting the setting to choosing your lab-grown diamond, each ring is created with exceptional craftsmanship to reflect your unique love story.
Yes! You can book a private appointment or virtual consultation with our team. Whether you’re selecting wedding bands, celebrating milestones, or finding the perfect gift, we’re here to guide you every step of the way.
Explore all appointment options and schedule your visit [here].
At this time, Love & Diamonds does not offer gift cards, but we hope to introduce them in the future.
Our physical store is located at:
LOVE AND DIAMONDS
Lower Ground Level, Main Mall, SM City Cebu, North Reclamation Area, Cebu City
Store Hours: 11:00 AM – 8:00 PM, daily
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For all general enquiries, please fill out the form below, and we’ll get back to you as soon as possible. You can also chat with us using the chat box or send us a message on our social media accounts.