Policy
Every stone is chosen personally, photographed as it truly is, and described down to the detail that matters most — so that what you see is precisely what arrives. This is the standard we hold ourselves to, and it shapes how we think about returns as well. How a return works depends on where the stone came from, so here's exactly how each case is handled.
Every stone already in our collection is in hand, graded, and ready to ship. If it simply isn't right for you, write to us within 7 days of delivery and we'll arrange a return, provided the stone comes back to us exactly as it left — the cost of return shipping is the only thing on you. And of course, if a stone arrives damaged in transit or doesn't match its certificate, that's entirely on us — just let us know within 14 days of delivery.
Sometimes the right stone isn't in our collection yet — you're looking for something specific, and we go find it. These cases work a little differently, since the stone is bought on your behalf, often from dealers who don't take stones back once a deal is made.
Before we buy anything, you'll see real photos and video of the actual stone — not a reference image — and you approve it before any money changes hands with the supplier. A deposit secures the sourcing. Once you've confirmed that specific stone, the sale is final — the same way it is for us once we commit to the dealer, since most suppliers at this level don't take a stone back once it's claimed. This is also why the confirmation step matters: take your time with it, ask every question, before saying yes. Damage in transit or a mismatch with the certificate is still entirely our responsibility, on the same 14-day terms.
A bespoke piece is made for you, so it isn't resold the way a loose stone can be. If sizing isn't quite right and you're no longer where the piece was made, we don't make you ship it back across borders for a fix — the customs and duties alone can cost more than the resize itself. We'd rather put our network of trusted jewellers, built over years in the trade, to work for you instead, and arrange a proper adjustment close to wherever you are. We handle this case by case and do what we reasonably can — think of it as part of the care that comes with a Lithós piece, not a formal guarantee.
If anything is unclear, write to us before you buy — a short conversation beforehand is worth more than a return afterward, and we're always glad to have it.