FREQUENTLY ASKED QUESTIONS

ABOUT ICONIC JEWELRY

+ How is Iconic Jewelry different from other online retailers?
Iconic Jewelry is fully based in Thailand, one of the world leading locations for fine jewelry manufacturing. Being at the source, we are able to cut out all middle men and the high operating costs of being headquartered in the US or Europe. Simply put, we are able to offer truly exceptional value, making your budget stretch further.
We also take pride in offering a wide selection, with each piece custom made when ordered, as well as excellent customer service. If you have a question or need advice in choosing a piece, our friendly customer service team are happy to help.
+ Where is your head office located?
Our office is located in the center of downtown Bangkok.
Iconic Jewelry
496-502 Amarin Plaza
10th Floor, Room 16
Ploenchit Road, Lumpini
Pathumwan, Bangkok 10330
Thailand
+ Do you have brick and mortar stores?
Iconic Jewelry does not operate any physical stores, which allows us to keep our overheads as low as possible. These savings are passed onto our customers. Our online stores offer the same very high quality you would expect find at a local jewelry store, but at much better prices.
+ Do you have the piece I want in stock?
Most of our jewelry is made to order, so there is never an issue of stock running out.
+ Where is your jewelry made?

All our jewelry is made in Thailand

+ Why should I create an Iconic account?

Creating an account allows you to privately save your Wishlist and access it from any device. You can also save your address and billing information for quick future checkouts.

+ Why should I subscribe to the newsletter?

Subscribers receive occasional updates on new designs and promotions. You will also have access to special privileges exclusive to newsletter subscribers.

+ My address has changed. How do I update my account information?

Simply sign in to your account and click the ‘My Account’ link at the top of the site. If you are on a mobile device, click the person icon.
In My Account you are able to manage your account information, view your orders, and more.

+ I can’t find the piece I want on your site anymore. Is it still available?

We may occasionally remove designs from the store. If the piece you want can no longer be found on the site, please contact us for assistant. We may still be able to make it for you.

SHIPPING & RETURNS

+ What countries do you ship to?

We offer worldwide shipping.

+ How much will shipping cost me?

Shipping is always free when you shop Iconic Jewelry. Our international shipping is insured and free of charge.

+ Do you ship to PO Boxes?

Unfortunately, we are unable to ship to PO Boxes.

+ How long will it take for my order to be shipped?

It can take between 7 to 14 days for your order to be ready for shipping. For a better estimate, please refer to the ‘Estimated Ship Date’ listed on each product page below the ‘Add to Bag’ button.

+ Can I check the status of my order?

You can check the status of your order on the My Orders page.
Once your order has been shipped, we will send you a tracking number so you can track your package on its journey to you.

+ Is your packaging discreet?

All orders are shipped in non-descript packaging. If you have concerns about being home to receive your package, we can also ship to your workplace.

+ Do I need to be home to receive the package?

Yes, a signature is required for delivery. If no one is at the delivery address to receive the package, a notification slip will be left and the package held at the post office until you go to collect it.

+ What if my order is lost or damaged during shipping?

For your peace of mind, all our shipments are fully insured. Before signing for receipt, we encourage customers to check package content_tabs for damage. If your order has been damaged or tampered with during shipping, we will replace it.

+ Can I return my order if I change my mind?

If you are not completely satisfied with your purchase, we accept returns within 5 days of you receiving your order. Returned items must be in new, unused condition.
If you would like to return an item, please contact us immediately with your order number. For more information, view our full Returns Policy.

+ What cannot be returned?
The following cannot be returned:

  • Items that show obvious signs of wear
  • Items that have been resized or altered in any way
  • Items that have been previously exchanged
  • Items improperly packaged for return shipment
  • Items shipped without insurance
  • Items returned without a return approval number
  • Items shipped beyond the 5-day return period

If you have any questions about returns, please refer to our Returns Policy or contact us.

+ Can I return a piece that’s been engraved?
Engraved items can be returned if they fit the other return criteria. However, you will have to pay a small re-polishing fee.
+ How long will it take for me to receive my return credit?
Please allow up to two weeks for your purchase to refunded. For credit card refunds, it may take up to one billing cycle for credit to appear in your account.

JEWELRY & GEMSTONES

+ Are the gemstones on your site natural?
All gemstones used in our jewelry were naturally formed.
+ Are your gemstones enhanced?
Some gemstones have been treated to enhance their color and brilliance. It is very common for certain types of gemstones, such as sapphires, to be heat treated.
Enhancement details are available on the product page of every piece with gemstones.
+ What is the quality of gemstones used in your jewelry?
All our gemstones are high quality and well cut. Most are “eye-clean”, with the exception of emerald, which almost always has visible inclusions called “jardin”.
+ What are diamond grading certificates?
Diamond grading certificates are lab reports detailing the characteristics of individual diamonds. Well known diamond certification labs include the Gemological Institute of America (GIA), American Gem Society (AGS), and International Gemological Institute (IGI).
+ Can I get a grading certificate for my gemstone?
If you would like a center diamond or colored gemstone to be certified, a professional lab report can be commissioned for $30.
+ What the “Four C’s” of diamonds?
The “Four C’s” are Carat, Cut, Color, and Clarity, the four key features used to grade diamond.
To learn more about diamonds, visit the Diamond Education section.
+ What does “eye clean” mean?
While there is no official grading system for gemstones other than diamonds, they are described as being severely included, heavily included, moderately included, slightly included, or eye-clean. The finest grade, ‘eye-clean’, means the stone appears clean to the unaided eye. This is the grade of most gemstones we use.
+ What if I’m looking for a gemstone that’s not offered on your site?
Our products include a wide range of popular precious and semi-precious gemstones. We are sometimes able to provide additional gemstone types to those listed on the website. If you are looking for a gemstone not available on the website, please contact us.
+ How do I know which metal to choose?

Iconic Jewelry offers jewelry in a broad range of precious metals, from high-end to affordable. The key factors in choosing a metal are budget, appearance, and durability. For a complete guide, please visit the Precious Metals Education section.

+ Can I have my jewelry engraved?

Yes, most rings can be engraved and we are happy to provide this service free of charge. Your personal message can be added to your order on the Checkout page.
All rings can be engraved unless otherwise stated on the product information page.

RING SIZING & AFTERCARE

+ What if I don’t know my ring size?

There are several ways to determine ring size, explained in Finding Your Ring Size.
If you need to convert your ring size from your country’s standard to a US ring size, please refer to the Size Conversion Chart.
If you need help determining your ring size, our customer service team is happy to help.

+ How can I determine ring size if it’s a surprise for my partner?

There are two ways to secretly find your partner’s ring size:
1) Ask their closest family members or friends.
2) Borrow a ring they wear on the same finger (correct finger on the correct hand) and use the Ring Sizer.
If you are unable to obtain any size information, selecting the most commonly worn size is probably your best choice.
More ring sizing information is available in Finding Your Ring Size.

+ Is it possible for me to try my ring on before buying it?

We understand that you may want to try your chosen ring on before making a final decision. That’s why we offer silver samples of all designs, hand-set with cubic zirconia (imitation diamond) and finished as fine diamond jewelry. To request a silver sample, simply contact us.
If you later decide to purchase the design in gemstone and precious metal, the cost of the silver sample will be discounted from the order.

+ What if the ring I ordered does not fit? Can I have a local jeweler resize my ring?

If the ring you ordered does not fit, it may be exchanged or resized. Certain rings, such as custom and eternity rings, are not eligible for exchange or refund.

Asia: For customers located in Asia, we are able to offer free ring resizing. Simply contact us about returning your ring.

Europe: If you are located in Europe, we recommend contacting our partner service center.

For customers located in other regions, you may choose to have your ring resized by a reputable local jeweler. Resized or altered rings may not be returned.

+ Do you insure jewelry?

Iconic Jewelry do not provide insurance but strongly recommend insuring your piece if it is of high value. When contacting potential insurers, be sure to ask about every possible scenario in which your piece might be damaged or lost.

PLACING AN ORDER

+ How do I place an order?

To place an order, add your chosen items to the Shopping Bag then select ‘Proceed to Checkout’, either on the Shopping Bag page or in the Shopping Bag preview.
On the Checkout page, you will need to fill out the required information, select a payment method, and agree to our Terms and Conditions.
Then click ‘Place Order’ to confirm your order and proceed to a secure payment page.
If you have any difficulty in placing an order, please contact us.

+ Are your prices flexible

All prices are final and non-negotiable.

+ What are your payment options?

We accept payment by major credit cards, Visa Debit, and PayPal. For customers in Thailand, we also offer Cash on Delivery.
Accepted credit cards:

  • Visa
  • MasterCard
  • JCB
  • American Express
  • UnionPay

For more detail, visit the Payment Options page.

+ Where do I find my credit card’s security code?

Your security code (also known as a CVV number) is a 3 or 4 digit number found on your credit card. Unlike your credit card number, the security code is printed on the card, not embossed.
For Visa, MasterCard, JCB, and UnionPay, the code is found on the back of the card near the signature panel. If there is a long row of numbers on the back of your card, use only the last 3.
For American Express, the code is located on the front right of the card, above the credit card number.

+ Can I pay using two credit cards?

Yes. If you would like to pay with more than one card, please contact us to place your order over the phone. Our customer service line is +6621070520, open Monday to Friday from 9AM to 6PM UTC/GMT +7 hours.

+ Will I need to pay customs taxes and duties?

The price listed on the final checkout page is all you will need to pay. All costs associated with international orders are fully paid for by us. This includes customs fees, import duties, taxes, and any other charges imposed by your country’s customs office.

+ Is it safe to use my credit card on your site?

Yes. Iconic Jewelry uses a highly secure payment gateway that provides data encryption and fraud protection.

+ When will my credit card be charged?

Your credit card will be charged at the time of purchase.

+ What if I want to pay with PayPal?

Simply select PayPal as your payment option on the Checkout page and confirm your order. Following confirmation, you will sent to a secure payment page.

+ What if I need help placing my order or want to change my order?

If you require any assistance, please contact us. Our customer service team is available Monday to Friday, from 9AM to 6PM UTC (GMT +7 hours).
If you would like to change or cancel your order, please contact us immediately. The sooner you contact us, the more likely we will be able to accommodate your requests.

PRIVACY

+ What are cookies?
Cookies are tiny files stored on your device that allow us to recognize you when you visit the site. Cookies are necessary for the operation of our site, enhance user experience, and help us to improve our business. To learn more about how and why we use cookies, please read our Privacy Policy.
+ Will my personal information be shared with third parties?
Your information may be shared with our service providers as necessary to fulfil your orders and other requests (ex. FedEx). We guarantee, however, that your personal information will never under any circumstances be sold to a third party.