How can we help?

Contact our customer care team with your order number and a description of your request.

Contact us as soon as possible after placing your order. Address changes cannot be guaranteed once processing has started or the order has shipped. Additional verification may be required.

Contact our team with the products, quantities and timeline you have in mind so we can discuss your enquiry.

Complimentary standard shipping is available within the United States on eligible orders. Charges for expedited or special delivery services, where applicable, are shown at checkout.

Processing varies by product and is separate from carrier delivery time. Customized and made-to-order pieces may need additional production time. Applicable estimates are communicated on the product page, at checkout or after ordering.

Tracking details are emailed after your order ships. Carrier tracking may take several hours to update after handover.

High-value orders may use insured and trackable services. A signature may be required depending on the order value, so arrange for someone to receive the package.

Availability varies by destination. Where international shipping is offered, duties, taxes and brokerage charges may be payable by the customer unless checkout states otherwise.

For visible damage, photograph the packaging before opening. Contact us promptly with your order number and photographs if an item is damaged or missing. If tracking shows delivery, also check with household members, neighbors, reception and the carrier.

You have 30 days after receiving your item to request a return. Eligible items must be unworn or unused, in the condition received, with tags and original packaging. Keep your receipt or proof of purchase.

Email care@netcarat.com before sending anything back. If accepted, we will send a return label and instructions. Items returned without prior authorization are not accepted.

Custom products, including special orders and personalized items, cannot be returned. Sale items and gift cards are also excluded. Contact our team about eligibility for your specific item.

We will notify you after receiving and inspecting your return. If approved, a refund is sent to your original payment method within 10 business days. Your payment provider may take additional time. Contact us if more than 15 business days have passed since approval.

Return your existing item first. Once the return is accepted, make a separate purchase for the replacement you want.

Orders shipped into the European Union have a 14-day cancellation or return period, for any reason and without justification. The item must be unworn or unused, with tags, original packaging and proof of purchase.

Our Diamond Education guide explains cut, color, clarity and carat weight, alongside shapes and grading reports. Ask our team if you need help with a specific stone.

Review the information on the product page and ask which grading report is available for that particular stone. Verify a report number through its issuing laboratory.

Use the size guide on the product page and measure a ring that fits the intended finger. A jeweler’s ring sizer can provide a more reliable fit, particularly for wider bands.

Check the options on the individual product page or contact our team. Confirm the wording, size, price and production time before ordering. Personalized products are excluded from returns under our policy.

Store pieces separately, avoid harsh chemicals and request cleaning advice suited to the metal, gemstones and setting. Stop wearing a piece if a stone feels loose or a clasp is damaged.

Contact customer care with your order details, a description of the issue and photographs. Our team will explain the applicable policy and next steps before you send your jewelry.