Frequently asked questions
FAQ
Shipping & Returns
When will my order ship?
Please note that all our items are made-to-order and therefore take around 6-8 weeks to be manufactured. Once your item is ready, we will send you an email with the tracking details.
What are the shipping costs?
We offer free shipping across the EU. Click here to learn more about our shipping policy.
Do you ship worldwide?
Unfortunately, we currently only ship within the EU. However, if you’re located outside the EU and interested in a piece, feel free to reach out, we’d be happy to explore possible options with you.
Do you accept returns?
Due to the made-to-order nature of our business, we currently don't offer returns or refunds and all sales are final. Click here to read more about our return policy.
Is it possible to exchange my order for a different size?
No, it is not possible to exchange your order for a different size, as all our products are made-to-order. However, it is possible to resize the ring for select models. Please check your ring’s product page to see if resizing is available, and click here to read more about our resizing process.
Services
Can I have my ring repaired?
Yes, we offer a repair service on all our rings. If the damage is part of a manufacturing flaw, we will cover the repair at no cost within our 6-month warranty. If the damage is caused by misuse or outside of the warranty period, repair costs will apply. Please reach out to our customer service team here to request a repair.
Do you offer a warranty?
We have a 6-month warranty policy. Click here to learn more.
Can I have my ring resized?
If your ring doesn't fit quite right, we offer a resizing service for select models only (check the product page of your ring to see if it can be resized). Please note that in this case, shipping costs to and from us are not included. If you’d like to discuss resizing, please contact our customer service team here.
Sizing
How do I find the right ring size?
We have written detailed instructions to help you make the right choice for your size. Please make sure you read the instructions thoroughly, and in case you still have questions, don’t hesitate to contact our team to assist you further.
Consultations
Can I try on your rings?
Yes! We offer private consultations and try-on sessions in the Amsterdam area. If you’re interested, please reach out to us to schedule an appointment.
Manufacture
Where is your jewelry made?
All our pieces are made in the Netherlands or Belgium with local artisans. This ensures fair working conditions and a close connection to our manufacturers.
Do you also offer plated gold jewelry?
We have chosen not to offer gold-plated jewelry, as even the highest-quality plating will eventually wear off. This goes against our commitment to creating pieces designed to last a lifetime and be passed down through generations. For example, even with proper care, gold plating of 5 microns lasts a maximum of 10 years—far too short for our standards. If you want to learn more, read our blog article about platings here.
We understand that solid gold may not be accessible to everyone due to its cost, but we see gold as an investment and something of lasting value that only needs to be purchased once, rather than repeatedly replaced. Our approach is a stand against today’s throwaway culture, promoting timeless jewelry that endures.
Why do you only sell made-to-order pieces?
We believe in sustainability, quality, and mindful consumption. Each piece is made only when ordered, encouraging more conscious buying and ensuring it holds true meaning and longevity. Our made-to-order approach minimizes the environmental impact of mass production while giving our local artisans the time and care needed to craft your beautiful ring. This is why your order takes approximately 6-8 weeks to complete.
Diamond
Where does your diamond come from?
All our diamonds are carefully sourced from India, the leading origin of today’s lab-grown diamonds.
Can you provide a certification for my purchased diamond?
We provide HRD/IGI certification for ring styles featuring individual stones larger than 1 carat.
Moissanite
How does moissanite compare to diamonds?
Moissanite is often compared to diamonds because of its similar appearance and durability. With a hardness of 9.25 on the Mohs scale (compared to 10 for diamonds), moissanite is highly resistant to scratches, making it an excellent choice for lifelong wear. It also exhibits more rainbow-like flashes, giving it extra brilliance, whereas diamonds tend to have a deeper, more traditional sparkle. While lab-grown diamond prices have been decreasing, moissanite remains the more affordable option, especially for larger stones. Ultimately, the choice comes down to personal preference and the desired look. Click here to read more about moissanite myths.
Is moissanite ethical?
Moissanite is considered to be an ethical and sustainable choice for rings, as it is created in a lab and does not involve any mining.
Where does your moissanite come from?
Our moissanites are sourced from China, a renowned leader in the production of high-quality, beautiful gems. We selected China due to its reputation for crafting exceptionally stunning moissanite stones. It’s important to emphasize that the quality of a stone is not defined by its country of origin, but by the craftsmanship and attention to detail of the manufacturer, which we carefully selected based on these standards.
Are moissanites considered fake diamonds?
No, moissanite is a unique gemstone in its own right, similar to other precious stones like sapphire, amethyst, and emerald.
Can you provide a certification for my purchased moissanite?
While there are GRA certificates available for moissanites, it's important to note that there is no widely recognized grading lab for this gemstone like for diamonds. As the moissanite market has been modeled after the diamond industry, some companies offer color grading and certificates similar to those provided by well-known organizations like IGI or GIA. However, the GRA certificate is not an official certification and is just an informational sheet. As many moissanites are produced in non-English speaking countries, the GRA certificates may contain errors and link to unprofessional-looking websites. Therefore, we have decided not to include them. Rest assured that all our moissanites are of the highest quality and authenticity, tested to ensure you receive a genuine stone.
Still have questions? We're happy to help! Please email us at info@hardtwein.com and we will get back to you within 1-2 business days.