Questions & Answers
How do I make a purchase?
Once you have found an item you wish to purchase, select your size, stone size and metal type if applicable and then click ADD TO BAG. You can then continue shopping or review the items in your shopping bag by clicking BAG in the top right-hand corner of the website. From your bag click PAY NOW SECURELY, you can then either log in to your already existing account or create one by complete the information as requested.
Is it safe to use my credit card online?
At CARAT* London your security is very important to us and we use an advanced security system for our online customers. We offer Verified by Visa and MasterCard® Securecode which help to prevent unauthorised use by confirming your identity with an extra password when you make an online transaction. To use this service, you must register with your issuing bank. To find our more please visit the links below:
Master Card - http://www.mastercard.us/securecode.html
How long does it take to ship my order?
Most orders are shipped within 3-12 working days if the item is in stock. If an item is not in stock and needs to be made to order, then it will be shipped within 9-10 weeks. Occasionally our workshop can get a little busier than normal meaning this process may take slightly longer, we will notify you if this is the case. If an item is on pre-order this can take up to 12 weeks for delivery. If you require an item urgently then please do let us know and we will do our best to get it to you.
For more information on shipping times please see: SHIPPING INFORMATION
Why does it take 9-10 weeks to ship some items?
All CARAT* London stones are hand and precision machine cut and polished by highly trained stonecutters, therefore if an item is being made to order then the process takes a little longer to complete.
Can I track my order?
Once you have placed your online purchase you can track the status of your order by logging into your account. We will also keep you informed of the status of your order by email.
Unfulfilled - The item/s on your order are being sourced or hand made for you. This can take between 3-30 working days. We will contact you via email to inform you of the full status of your order along with your estimated shipping date:
Email Status: Sourcing Stock - We are currently in the processes of sourcing the items for you and will update you with an estimated shipping date shortly.
Email Status: In Stock- The item is in stock. The estimated delivery date will be 3-12 working days from the order date. An email notification with tracking number will be sent out once package has been dispatched.
Email Notification: On Special Order- The item is currently being made for you in our workshop and it will take 30 working days from the date you place your order.
Fulfilled- Your order has been completed and shipped. You should receive an email confirmation of this along with your tracking number. You can track the whereabouts of your shipment by logging into your account.
Do I need to sign for my order?
Due to the high value of goods we offer, we require a proof of delivery for all online orders. We are unable to authorise packages to be delivered without a signature. If no one is home to sign for the parcel it will be returned to the local delivery office, you can then re-arrange delivery or collect the item in person. This will require proof of ID.
Are your stones diamonds?
Always lab grown and always GENTLE.
In keeping with our mission, we use several alternatives to mined gemstones.
Our sister brand, GENTLE DIAMONDS / lab-created diamond, is our 18-year project to bring lab-grown diamonds to the world.
Learn more about our incredible story here
We also cut and polish lab-grown Ruby Sapphire, Emerald gemstones). Again, same molecular and atomic makeup as the mined kind, just not mined.
Our fashion brand CARAT* LONDON mainly uses Premium precision-cut Cubic Zirconia.Find out more
What is the warranty for CARAT* items?
All purchases at CARAT* have a warranty of one year from the date of purchase (date of delivery for online orders) against workmanship defects. Proof of purchase is required to implement the warranty. The warranty does not cover loss of items/stones or damages caused by accidents, fair wear and tear and/or poor care and attention. Repair fees may be charged if there is any indication of negligence.
CARAT* stones carry a lifetime guarantee on their brilliance and fire. Scratches, micro scratches and damage to the stone caused by negligence, poor care and attention or wear and tear are not covered under this warranty.
Do you create bespoke jewellery?
Unfortunately, due to the number of orders produced through our workshops, we are unable to offer a bespoke jewellery service to our customers. Alterations to existing items such as stone colour, metal type or stone size are also not offered unless clearly stated on the product page.
How long will it take for my refund to be processed?
Once a return has been received by our aftercare team this can take up to 2days to be assessed and processed. Once the refund has been processed it will take 5-10 working days to show back into your account.
How long do alterations or repairs take?
Repairs and Alterations can take around 4 weeks in total to be completed. When an item is received for repair/alteration, our aftercare team will assess the piece and provide a detailed report to advise the best course of action, this process takes around 1 week. It will then take a further 2-3 weeks for the repair/alteration to be completed at our workshop and then returned to you.