FAQ

No, you don't have to create an account. However, we strongly recommend that you create an account so that you can take advantage of the various benefits it offers. For example, you will be able to access your account easily the next time you visit us, and you will also be able to get personalized recommendations and services tailored to your needs. You will also be able to discover exclusive perks such as priority sale access and a special birthday treat, and much more. By creating an account with us, you will be able to make the most out of our services and save time in the future.

If you have forgotten your password, don't worry. You can easily reset it by clicking the 'forgot password' link. Once you click the link, you will receive an email with instructions on how to create a new password. Follow the instructions to set a new password that is secure and easy to remember. Remember to keep your password safe and never share it with anyone.

Our return policy is designed to accommodate different customer needs:

Eco Care Plan:

• All sales are final to minimize environmental impact
• We encourage careful consideration of your purchase
• We provide comprehensive support before purchase and 30-day warranty upon receipt for manufacturing defects to ensure satisfaction

Pure Peace Plan:

• Return your jewelry within 30 days upon receipt for store credit
  
  

Requirements for returns

• Jewelry must show no sign of visible wear and in its original condition
• All original certificates must be included
• Original jewelry box packaging must be intact
• A 20% restocking fee may apply for damaged or visibly worn items
• Note: Import duties and taxes cannot be refunded
  
  

Non-Returnable Items

• Custom-designed or personalized pieces
• Items that have been altered or resized
• Jewelry with significant damage or unauthorized modifications
• Pieces without valid proof of purchase

Yes, we offer professional ring resizing services:

Eco Care Plan customers:

• Resizing available for a fee of US$100

Pure Peace Plan customers:

• One free resizing per year
• Additional resizings available at discounted rates
  

For best results:

• Use our ring size guide before ordering
• Allow 1-2 weeks for resizing service
• Available for most rings except eternity rings which cannot be resized due to their continuous stone setting

Available to Pure Peace plan customers, our buyback program offers flexibility for your future jewelry needs:

• Receive 40-60% of your paid price in store credit (percentage based on item condition)
• Store credit can be applied to any new purchase
• Excludes any paid tariffs and taxes
• Items must pass our professional inspection process
• Jewelry should be in good wearable condition with regular signs of wear acceptable

We recommend proper care and storage to maintain eligibility

Yes, all our jewelry comes with warranty coverage based on your protection plan:

Eco Care Plan:

• Basic warranty against manufacturing defects with free repairs for 30 days (service shipping fee applies)
• Repairs and maintenance outside of 30-day window available for a fee
• Note: While warranty service is available, Eco Care items are final sale with no returns
  

Pure Peace Plan (renewable annually):

• 1-year warranty against manufacturing defects
• Annual complimentary maintenance including ring resizing, cleaning and polishing, diamond/gemstone resetting, prong tightening
• Coverage for wear and tear repairs
• Free accent stone replacement (up to 0.10ct)

Contact hello@alyastone.com to initiate a warranty claim. Our team will guide you through the process and arrange repairs as needed.

When purchasing our jewelry, you'll need to choose between two protection plans. The Eco Care Plan is our basic protection package that includes:

• Free secure international shipping
• 30-day manufacturing defect coverage
• Access to maintenance services e.g. ring resizing, professional cleaning and repairs (fee-based)
  

Note: This plan comes with final sale terms (no returns) to support our environmental commitment.

You can find the full plan details here.

Yes! You can upgrade from Eco Care Plan to Pure Peace Plan within 30 days of purchase. Contact our customer service team at hello@alyastone.com to discuss upgrading options.

Contact us at hello@alyastone.com with photos and description. Our team will assess the issue within 48 hours, and if covered, we'll provide shipping instructions. Repairs typically take 1-2 weeks.

Note: While Eco Care members pay for service shipping, Pure Peace members receive free shipping for warranty services.

We ship to the following countries. Please note that we do not ship to PO boxes, parcel lockers, APO, FPO addresses, or freight forwarding companies. If you experience issues completing checkout in your country, please reach out to us at hello@alyastone.com.

All international orders are shipped via DHL or FedEx.

North America

• United States (excluding Hawaii and Alaska)
• Canada

Europe

• United Kingdom
• Germany
• France
• Italy
• Spain
• Netherlands
• Switzerland
• Belgium
• Ireland
• Norway
• Sweden
• Austria
• Asia
• Singapore
• Japan
• South Korea
• Hong Kong 
• Thailand 
• Taiwan
• Malaysia

Oceania

• New Zealand
• Australia 

We offer free secure shipping via DHL or FedEx on all orders.

Yes, due to the value of the products, all pieces require a signature. If you won’t be available, times can be scheduled through DHL or FedEx.

All orders are shipped from our office in Hong Kong where we conduct the final quality control procedure.

• Processing: 2-3 weeks as all pieces are made to order, reflecting our commitment to sustainable practices and zero-waste production
• Shipping: 3-5 business days via DHL Express or FedEx
• Rush orders: Contact us for feasibility

Yes, we create custom jewelry and have collaborated with numerous clients to turn their visions into reality. If you're interested in designing a piece, please email us at hello@alyastone.com for inquiries.

We use lab-grown diamonds and gemstones, along with recycled gold. Our commitment to sustainability ensures that our pieces are not only beautiful but also made to last. By choosing these materials, we promote responsible practices while delivering high-quality jewelry.

Every piece undergoes a thorough quality inspection by our certified gemologists, who examine the diamond's characteristics, setting security, and overall craftsmanship to ensure your jewelry meets our high standards of excellence. We only use diamonds that meet strict criteria for cut, clarity, color, and carat weight. Each diamond 1 carat and above comes with IGI certification documenting its specifications, while smaller accent stones undergo our internal quality verification process using professional grading equipment.

Yes! While we offer carefully curated combinations to prevent decision fatigue, our tailor-made service allows you to specify your preferred:

• Diamond size (carat weight)
• Color grade
• Clarity grade
• Cut specifications

The design fee is complimentary when you proceed with your creation.

We accept major credit cards and digital wallet and PayPal payments.

All transactions are securely processed using advanced encryption, 3D Secure checkout, and fraud detection measures. We are PCI compliant and adhere to global privacy standards to protect your personal and payment information.

The listed price includes both the jewelry setting and gemstones, plus free international shipping, however but excludes:

• Import duties
• Local taxes
• Future maintenance costs (which you can either prepay with Pure Peace plan or pay as needed with Eco Care plan)

Estimated duties and taxes will be displayed at checkout and final amounts may vary based on your shipping destination.