Client Services
Frequently Asked Questions
Everything about our studio, our materials, and the journey your piece takes to reach you.
Twelve topics. Jump to a section, or scroll the whole list. Anything unanswered — email info@mineandgrown.com.
Studio & Heritage
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Where is my jewelry made?
Every piece is meticulously hand-finished in our Chicago studio or crafted by our network of master artisan partners, followed by a rigorous inspection in Chicago.
Why does handmade jewelry have small variations?
Each heirloom is hand-finished. These subtle nuances in form are not flaws; they are the hallmarks of artisanal craftsmanship, ensuring your piece is a one-of-a-kind treasure.
Can I collect my order in person?
No. We do not currently have a physical storefront for pickups; all orders are shipped securely from our Chicago studio directly to your door.
Is your team available for support?
Certainly. Our Chicago-based team is available at info@mineandgrown.com to assist with bespoke journeys, repairs, or any questions about your treasure.
What is the Mine & Grown ethos?
We prioritize high-purity materials and ethical lab-grown diamonds to create “life-proof” heirlooms that embody a refined, “clean girl” aesthetic.
How is quality controlled?
Every creation undergoes a final multi-point quality inspection in Chicago, Illinois, to ensure it meets our heritage standards before it is shipped.
Lab-Grown Diamonds
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Are lab-grown diamonds “real”?
Yes. Lab-grown diamonds are real diamonds, possessing the exact same carbon structure, brilliance, and DNA as mined stones. They are grown by one of two methods, CVD or HPHT, and How to Tell if a Diamond Is Real explains how a grading report proves what you own.
How are lab-grown diamonds created?
Our lab-grown stones are grown from a carbon seed by one of two methods, CVD or HPHT, resulting in an identical stone with a lower environmental footprint.
Can you tell a lab-grown diamond from a natural one?
No. Because they are optically and chemically identical to mined diamonds, not even an expert can distinguish them without specialized laboratory equipment.
Why choose lab-grown diamonds?
They offer the exact chemical and physical DNA of mined diamonds but are created with renewable energy and are 100% conflict-free.
How can I see a diamond’s brilliance first?
Email info@mineandgrown.com for high-definition videos of specific diamonds, so you can see their light performance before you choose.
Can I buy a diamond or setting alone?
Yes. While we offer curated pairings, you are welcome to choose a setting or a loose diamond separately to build your piece from the ground up.
Quality & Certification
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Will my diamond be certified?
Absolutely. Every center stone is accompanied by a grading report from IGI or GIA, providing an immutable record of your diamond’s quality.
Can I request GIA certification?
Yes. Center stones come with an IGI or GIA report. If your stone is IGI-graded and you would prefer a GIA report, we can arrange one for an additional fee.
Are smaller stones certified?
Not always. Every Mine & Grown diamond over 0.5 ct comes with an independent grading report from IGI or GIA. Smaller diamonds can be certified on request; just ask us.
Does a grading report document a diamond’s brilliance?
Partly. The report records cut (for round brilliants), polish and symmetry, which affect how a diamond returns light, but color, clarity and carat do not measure brilliance. To judge it, email info@mineandgrown.com for a video of the stone.
What is included in the certificate?
The report includes a unique serial number, mapped characteristic plots, and laboratory-verified quality grades for your specific diamond.
Custom & Bespoke Design
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What if I can’t find my dream design?
We can make it for you. Email info@mineandgrown.com with your inspiration; we would love to co-create a custom piece with you.
Do you offer non-bridal custom design?
Certainly. We love bringing unique visions to life, whether it is a custom necklace, signature bracelet, or a one-of-a-kind heirloom gift.
Do you offer virtual consultations?
Yes. You can schedule a video or phone consultation with Yareli, our founder and designer. On video, you can view specific stones live.
Is engraving an option?
Yes. You can add a personal inscription—a date, a name, or a message—at checkout to make your treasure truly one-of-a-kind.
Can I return a custom creation?
No. Because these are crafted specifically to your order, custom engagement rings and made-to-order pieces are final sale.
Can I return an engraved item?
No. Engraved pieces are customized specifically for you and are final sale once the order has been placed.
Timelines & Status
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When will my custom ring arrive?
The artisanal process for bespoke and made-to-order pieces typically takes 4 to 6 weeks to ensure every detail is meticulously executed.
When will a ready-made piece arrive?
In approximately 4 to 6 weeks, the same as a made-to-order piece.
When will a loose diamond arrive?
In about 2 to 3 weeks. Each loose diamond is sourced for your order, checked against its IGI or GIA report and sent to our Chicago studio before it ships to you. A diamond set in one of our rings arrives with the ring, in 4 to 6 weeks.
Do you accept rush requests?
Yes, when possible. If you are working toward a specific proposal date, let us know; we always strive to accommodate rush requests.
When will I receive tracking info?
Once your jewelry has been packed and is ready to ship, you will receive an email with your tracking number.
How can I track my package?
Use the tracking number provided in your shipping email on the FedEx or DHL Express website for real-time status updates.
What if I need to change my order?
Contact support immediately. If an order has already entered production or been shipped, we are unable to make any modifications.
Ring Sizing & Precision Fit
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How do I find my ring size?
Use a ring sizer. Request one on our Ring Size page and we will ship a physical sizer directly to your door. Want your size today? Print our ring sizer and measure at home.
How long do I have to confirm my ring size?
Please email your confirmed size within 7 days of receiving your sizer so we can commit your metals and stones to production.
What happens if I don’t confirm my ring size?
If we don’t hear from you within 7 days of sizer delivery, we proceed with a standard US Size 6 to keep your order on schedule.
Can my ring be resized?
We offer a complimentary fit adjustment for engagement rings (up to 1.5 sizes), including insured shipping for US, UK, EU, and UAE clients. For a ring that feels loose in the meantime, How to Fix a Loose Engagement Ring compares resizing with temporary fixes.
What if my size isn’t listed online?
While we offer standard sizes, we can accommodate almost any request through our bespoke service. Reach out to collaborate on a tailored fit.
Can eternity bands be resized?
Due to their artisanal construction and continuous stone setting, eternity bands cannot be resized. We recommend extra precision when measuring.
Jewelry Sizing & Adjustments
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Are different necklace lengths available?
Yes, standard lengths are listed on each product page. For bespoke length requests, please email info@mineandgrown.com with your order details.
Can I choose specific bracelet lengths?
Certainly. Available bracelet lengths are found on individual product pages. For custom sizing, reach out to our team via email.
Can a necklace chain be shortened or lengthened later?
Yes! We can provide a quote for length adjustments on chain-based jewelry after delivery. Please note structural bangles are not resizable.
How do I choose a bangle size?
We recommend consulting our Sizing and Wrist Measuring Guides. You can also select ‘I don’t know my size yet’ during checkout and confirm later.
Is resizing available for fine jewelry?
For wedding bands and our standard collections, resizing is available for a service fee. Customers are responsible for shipping costs.
How do I send a piece back for resizing?
Email us with your order number. We will help you coordinate the secure return of your piece for professional resizing or modification.
Shipping & Secure Logistics
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Where do you ship from?
All Mine & Grown orders are handcrafted and shipped directly from our studio in Chicago, Illinois.
What are the US shipping costs?
Within the United States, we are pleased to offer Free Shipping on all jewelry orders.
What are international shipping rates?
For international clients, we offer a flat-rate shipping fee of $75 (excluding Russia and China).
Which couriers do you use?
We prioritize security, utilizing FedEx for domestic shipments and DHL Express for international orders.
Is a signature required?
Yes. To ensure your jewelry arrives safely, a direct signature is required for all engagement ring deliveries. We cannot ship to PO Boxes.
What if my package is stuck or missing?
If tracking shows ‘delivered’ but it is not with you, or if it gets stuck, contact us at info@mineandgrown.com immediately for assistance.
Payments & Financials
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Which payment methods do you accept?
We accept VISA, MasterCard, American Express, Discover, PayPal, and bank transfers for high-value or bespoke orders.
Do you offer cash on delivery?
We currently do not offer cash on delivery for any online purchases.
Are payment plans available?
Yes. At checkout you can pay over time with Shop Pay Installments: interest-free installments on smaller orders, or monthly payments over 3, 6 or 12 months on larger ones, subject to eligibility. See our Financing page for details.
How do digital gift cards work?
Gift cards are emailed to you at checkout. You can then forward the digital voucher to your recipient or print it to present in person.
How is sales tax handled?
Sales tax is calculated at checkout based on your shipping address.
How are international duties handled?
For the UK, EU, and UAE, import duties and taxes are included at checkout. For other regions, duties may be charged by the courier upon arrival.
How long does a refund take?
Once inspected at our Chicago studio, refunds are initiated immediately and appear in your bank account within 5–7 business days.
Returns & Exchange Policy
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What is the return policy for premade items?
Premade treasures are eligible for return within 30 days, provided they are unworn, in original packaging, and with tags attached.
What is the exchange policy?
We accept exchanges on premade, non-personalized jewelry within 30 days. Custom, engraved, and ‘made to order’ pieces are final sale.
Can I exchange a product bought on sale?
Yes, provided it is not a ring or personalized piece. Please note that price differences and additional shipping costs will apply.
Are returns free?
Returns are not free; the shipping fees for both the original delivery and the return shipment will be deducted from your final refund.
How do I return an item?
Email info@mineandgrown.com with your order number. We will provide return instructions and a secure shipping label.
Can I return a ring that doesn’t fit?
No. Engagement rings and wedding bands are made to order and are Final Sale. We offer a complimentary resize as a courtesy for engagement rings. To get the size right the first time, see How to Size Your Ring.
What if I received a defective order?
While rare, please take clear photos of the defect and contact our support immediately to coordinate an inspection and replacement.
Warranty & Care
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- What steps do I take if my jewelry needs repair?
- What does the 3-year warranty cover?
- What is excluded from the warranty?
- What is at cost maintenance?
- How is at cost maintenance different from the warranty?
- Do you offer jewelry insurance?
- How do I clean my jewelry at home?
- How should I store my jewelry?
What steps do I take if my jewelry needs repair?
Email info@mineandgrown.com with your order number and a photo so our team can guide the restoration.
What does the 3-year warranty cover?
We cover manufacturing issues like structural flaws, including a one-time replacement of accent stones up to 0.10ct.
What is excluded from the warranty?
The warranty does not cover wear and tear, accidental damage, theft, or items modified by an outside jeweler (which voids the warranty).
What is at cost maintenance?
Professional care charged only for materials and labor: prong tightening, replacement of side stones under 0.01 ct each, re-polishing and professional cleaning. Larger stones and other repairs are quoted separately, return shipping is free and insured, and the work takes about 3 weeks. See At Cost Maintenance.
How is at cost maintenance different from the warranty?
The warranty covers manufacturing issues for three years, free of charge, including a one-time replacement of accent stones up to 0.10 ct. At cost maintenance covers everyday wear, such as loose prongs, lost side stones under 0.01 ct each, a worn finish and build-up, charged only for materials and labor. Neither covers loss, theft or accidental damage; see Insurance. The full comparison is on At Cost Maintenance.
Do you offer jewelry insurance?
We recommend Jewelers Mutual, which covers loss, theft, damage and mysterious disappearance, lab-grown diamonds included. Mine & Grown does not sell insurance; quotes come directly from Jewelers Mutual. See Insurance.
How do I clean my jewelry at home?
Soak in warm water with a few drops of mild dish soap for twenty to thirty minutes. Gently scrub with a soft-bristle toothbrush, rinse, and pat dry with a lint-free cloth. Do not soak pearls or emeralds; wipe them with a soft damp cloth instead.
How should I store my jewelry?
Store pieces in their original packaging or a lined box. Keeping pieces separate prevents metals from scratching one another.
Still have a question?
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Phone
Appointments
Book an appointmentBy video or phone, with Yareli, our founder and designer.
