My Order
Are all Diamonds Certified?
Each diamond exceeding 1 carat in weight undergoes rigorous certification by esteemed institutions such as IGI or GIA. Paper copies of these certificates accompany every corresponding jewelry purchase. Furthermore, each diamond is meticulously laser-inscribed with a unique certificate number, facilitating verification through the official platforms of IGI or GIA.
For jewelry featuring diamonds below the 1-carat threshold, such as our Tennis Bracelets pre-certification is not standard practice. However, we readily accommodate certification requests for such diamonds, subject to minor additional costs.
Should you require further elucidation on diamonds falling below the 1-carat mark or seek additional details regarding certification, please do not hesitate to contact us for comprehensive assistance.
How long does it take to make my jewelry?
All items featured on our website are dispatched promptly within 24 to 48 hours of order placement, accompanied by a tracking number which will be communicated to you via email.
Please note that made-to-order jewelry may require a production time of 2-3 weeks before shipping.
Can I change my order?
If you’re not certain about what you’ve ordered, please let us know and we will do our best to help you find the perfect piece. We can help you change the gold tone or metal in your jewelry, change the center stone, change the ring or bracelet size, and make other changes.
Please note that we will be able to make changes only once on a single item, so please have in mind all of the changes you would like to make in mind.
Can I customize my order?
Yes, absolutely! If you’d like to customize a design available on our site, or have a completely different design in mind, feel free to share it with our support team. They will consult with our jewelry designers to determine if the design is feasible.
Please be informed that custom-made orders are non-returnable and non-exchangeable but are eligible for our resizing policy and Lifetime Warranty.
Can I get help with placing an order?
We’d be happy to assist you!
You can get in touch with us via email at Contactus@caratspark.com or schedule time on our calendar directly from our Contact Us page.
Do you offer engraving service?
Ready to Ship products cannot be engraved at the moment. Bear with us, we are working on setting up in-house engraving to help you here.
Made to custom orders can be engraved to your liking. Please Contact Us for specifics.
How can I find a diamond that is not in your inventory?
If there’s a diamond you are looking for and can’t find on our website Contact Us and let us know what you are after, we will do our best to help.
Can I send you my jewelry?
Unfortunately, we do not accept jewelry that was made by other companies for repairs, cleaning, exchanges, or any other services.
If you have purchased a Carat Spark piece, and need some kind of service on it (ie, rhodium re-dipping, resizing, or cleaning) feel free to let us know. We offer a Lifetime Warranty on all of our jewelry, including cleaning and rhodium replating, among other services. We will help you ship your jewelry to us using insured, secure shipping!
Shipping
How long will it take to receive my order?
All items featured on our website are dispatched promptly within 24 - 48 hours of order placement, accompanied by a tracking number which will be communicated to you via email.
If you’re located in the US, your order will be shipped with FedEx Express or UPS Air; with estimated delivery within 2-3 business days
Orders outside of the US are shipped with FedEx International Priority. Occasionally, customs clearance can delay the shipment of your order. We recommend tending to customs charges as soon as possible in order to prevent delaying the delivery of your order.
How do I ship my return back to you?
If the jewelry you’ve received is not perfect for you, please let us know! We will make every effort to help you find the piece that feels right to you.
You are eligible to return your item within 30 days from receiving your order.
We will send you a prepaid, insured shipping label so that you may return your item at no additional cost to you.
Is shipping insured?
Yes! We understand that ordering fine jewelry online and having it shipped may evoke concern. We make every effort to make you feel confident that your jewelry is safe during shipment.
We insure your package at no additional cost to you, so that your jewelry is protected in case it is misplaced or stolen
Do you ship to PO boxes
Unfortunately, no. We only ship to residential addresses. We do not ship to PO boxes, parcel lockers, APO or FPO addresses. This is a preventative measure to ensure the safety of your package during shipping.
In order to protect your item during shipment, we require an adult signature upon delivery of your package.
I just missed the mailman! what should I do?
Not to worry! FedEx will attempt to deliver your package three times before the package is recalled back to our office. Since you or another trusted adult must be available to sign for your order, you must find a time that you are available at home to receive your package. We encourage you to be in touch with FedEx to coordinate a delivery time that is convenient for you.
If you’ve missed the delivery of your package three times, your order will be sent back to our office. Not to worry, we will coordinate with you to ship your package back to you!
Is the shipping discreet?
Yes! When your jewelry is packaged for shipping, the package is placed in a sealed FedEx/ Brown box without the words Carat Spark or Jewelry mentioned on it.
We make every effort to make sure that your order is safe during shipping and does not stand out as a valuable package. We do our very best to ensure your order arrives safely to you.
How much does shipping cost?
Express shipping is free of charge on any jewelry item you choose. Whether you choose to ship your order to a US address or an international address, we will ship your piece for free.
You can choose to pay extra for overnight shipping on "Ready to ship" orders.
Do you have a store where I can try on Jewelry? Where are you located?
We currently do not have a retail store, but we welcome you to visit our Design Studio in Avon, CT. Here, you can schedule an appointment to view and try on select pieces of our jewelry collection.
Returns & Refunds
What is your return policy?
We extend a comprehensive refund policy covering a 30-day window from the date of purchase for all jewelry items.
Should there be any uncertainty we encourage you to reach out to our customer service team for personalized guidance and assistance.
How do I start my return?
To begin a return on your item, log in using the email address used at time of purchase and "Request Return". We offer self returns on all products.
Within 1-2 business days, we will send you an insured shipping label to send your jewelry back to us. Please note, your item is eligible for return within 30 days of receiving your item.
How long until I get my refund?
Please allow up to 14 business days for your refund to be processed. Your purchase may only be refunded once it has been received and inspected for its condition. Only once it has been deemed to be in good condition will we issue a refund on your item.
Can I exchange my purchase?
Certainly! If you are unsatisfied with the jewelry you’ve received, we will help you ship it back to us for a different piece. Please let us know that you would like to exchange your jewelry within thirty days of receiving your item.
Can I cancel my order?
You can cancel your order before the item is shipped.
Please let us know at your earliest convenience that you would like to cancel your order.
Payments
Can I change payment methods?
Yes, absolutely. If you would like to change your method of payment, please contact customer support as soon as possible.
We can only switch your method of payment before product is shipped.
Do you have financing options? Can i pay in installments?
Yes. You can choose to pay using ShopPay or Affirm at checkout. Please be aware, some of these payment plan companies are only available to customers living in the US and Canada.
When is my card charged?
If you have chosen to pay without a payment plan, your card will be charged once your order is shipped. You should be able to view the transaction in your credit card statement online or via an app.
If you have any questions regarding how ShopPay or Affirm charge on your card, we recommend reaching out to them.
Should you have any questions about the charge(s) on your card, feel free to reach out to us, we will be happy to help clarify
Are you prices in USD?
The prices listed on our website are mentioned in USD by default. However, you can change the currency to CAD, AUD, EUR, or GBP, for your convenience.