Frequently Asked Questions

We accept all major credit cards, PayPal, Apple Pay, Google Pay, and bank transfers for bespoke commissions. All transactions are processed securely through our encrypted payment gateway.

We begin preparing your order promptly. If you need to modify or cancel, please contact us within 2 hours of placing your order. Once a piece enters production - particularly bespoke or made-to-order items - modifications may not be possible.

For purchases above a certain threshold, we offer flexible payment arrangements. Please contact us directly to discuss options tailored to your needs. Bespoke commissions typically follow a structured deposit and milestone payment schedule.

Absolutely. We use industry-standard SSL encryption and PCI-compliant payment processing. We never store your full credit card details on our servers. All transactions are processed through Shopify Payments, which maintains the highest level of security certification.

Yes. You will receive an immediate email confirmation upon placing your order, followed by updates at each stage - from production to dispatch and delivery. For bespoke pieces, you will receive additional progress updates throughout the creation process.

We ship worldwide. Every piece is fully insured during transit and dispatched via premium courier services with tracking and signature confirmation upon delivery.

Ready-to-ship pieces are dispatched within 1-3 business days. Delivery typically takes 3-5 business days within Israel, 5-7 business days to Europe and the USA, and 7-14 business days for the rest of the world. Bespoke pieces have separate timelines communicated during the commission process.

We offer complimentary insured shipping on all orders. Your piece will arrive in our signature packaging, fully insured from our atelier to your door.

For USA deliveries, we ship DDP (Delivered Duty Paid) - we cover all import and customs charges. Local taxes remain the responsibility of the customer. For all other international destinations, customs charges, local taxes, and associated handling fees are the sole responsibility of the customer.

Once your order is dispatched, you will receive a tracking number via email. You can use this to monitor your delivery in real-time through the courier's tracking portal. If you have any concerns about your delivery, please contact us directly.

We recommend visiting a local jeweller for a professional measurement. Alternatively, you can use our Size Guide page which provides detailed instructions for measuring at home. If you are between sizes, we generally recommend sizing up for comfort.

Many of our rings can be resized within a range of 1-2 sizes. However, certain designs - particularly those with stones set around the full band or our Meteorite collection - may have limitations. Please contact us to discuss resizing options for your specific piece.

If your ring does not fit perfectly, please contact us within 14 days of delivery. We will arrange for resizing or exchange at no additional cost for standard sizes. For bespoke pieces, we include one complimentary resize within the first 30 days.

Yes. We can send you a complimentary ring sizer kit upon request. Simply contact us with your shipping address, and we will dispatch one within 1-2 business days. This is particularly recommended for engagement ring purchases.

Our bespoke process begins with a consultation - either in person at our Old Jaffa atelier or via video call. We discuss your vision, preferences, and budget. From there, we create detailed design proposals, source stones, and craft your piece entirely by hand. The typical timeline is 6-10 weeks from design approval to completion.

Each bespoke commission is unique, and pricing depends on the complexity of the design, choice of materials, and stone selection. We are happy to discuss your vision and provide guidance on what is achievable within your budget during an initial consultation.

Yes. We welcome working with heirloom stones or materials that hold personal significance. We will assess the stone's condition and suitability for your desired design during the consultation phase and advise accordingly.

Your satisfaction is paramount. Our process includes multiple design review stages where you can provide feedback and request modifications. We do not proceed to production until you are completely happy with the design. A 50% deposit is required to begin, with the balance due upon completion.

Absolutely. We encourage clients to visit our Old Jaffa atelier to see their piece taking shape. For international clients, we provide detailed photo and video updates at each stage of the crafting process.

We recommend removing your jewelry before swimming, bathing, exercising, or applying lotions and perfumes. Store pieces individually in the soft pouch provided to prevent scratching. For detailed care instructions specific to your piece's materials, please visit our Care Guide page.

Yes. We offer complimentary professional cleaning and inspection for all Kwintner pieces. Simply contact us to arrange a service appointment. We recommend professional cleaning once or twice a year to maintain the brilliance of your stones and the lustre of your metals.

Our warranty covers manufacturing defects in materials and craftsmanship for two years from the date of purchase. This includes issues such as loose stone settings, clasp failures, or structural defects. It does not cover damage from wear, accidents, or unauthorized repairs.

In most cases, yes. Whether your piece has suffered accidental damage or simply shows signs of wear over time, our master craftsmen can assess and repair it. Please contact us with photographs of the damage for an initial assessment and repair quote.

We offer a 14-day return window from the date of delivery for ready-to-wear pieces in their original, unworn condition with all packaging and documentation intact. Bespoke and custom-made pieces are non-returnable due to their personalised nature.

Please contact us at hello@kwintner.com with your order number and reason for return. We will provide you with a prepaid return shipping label and detailed instructions. Once we receive and inspect the item, your refund will be processed within 5-7 business days.

Yes. Exchanges are available within 14 days of delivery for ready-to-wear pieces. If you would like a different size, we can arrange a resize or exchange depending on stock availability. For style exchanges, the piece must be in unworn condition.

Digital gift cards are non-refundable once delivered. However, they have no expiration date and can be used across our entire collection, including towards bespoke commissions.

Yes. All diamonds used in our pieces are independently certified by the Gemological Institute of America (GIA), the world's foremost authority on diamond grading. Each diamond comes with its GIA certificate documenting the 4Cs - cut, colour, clarity, and carat weight.

Our coloured gemstones - including Parti Sapphires and Champagne Diamonds - are certified by the Gem and Jewelry Institute of Thailand (GIT) or GWLAB. Certificates detail the stone's origin, treatment status, and quality characteristics.

Absolutely. We are committed to ethical sourcing across our entire supply chain. All diamonds comply with the Kimberley Process, and we work exclusively with suppliers who adhere to responsible mining practices. Our Meteorite materials are sourced from verified scientific specimens.

Yes. During the bespoke consultation, we can present a curated selection of stones for you to choose from, or source a specific stone to your exact specifications. We can also work with heirloom stones you wish to reset into a new design.