FAQ

Last updated: May 2026

1. Are your diamonds natural or lab-grown?

Our products feature lab-grown diamonds unless otherwise stated on the product page. Lab-grown diamonds are real diamonds created in controlled laboratory environments. They have the same carbon crystal structure as natural diamonds, but they are grown using advanced technology rather than mined from the earth.

2. Do your items include certificates?

Selected items include third-party certificates or grading reports, such as IGI reports, when stated on the relevant product page.

For made-to-order custom ring orders, certificate information may be provided after checkout and before production begins. Elmivra will email the matched certificate details for customer review where applicable.

3. How does the certificate review process work?

For eligible custom IGI-certified lab-grown diamond ring orders, Elmivra will email the matched IGI report number, certificate link, or certificate details within approximately 1–2 business days after checkout.

If everything looks good, no action is required. If we do not receive any concern or correction request within 48 hours after the certificate review email is sent, the certificate information may be treated as accepted and production may proceed based on the selected specifications.

4. Can certificates be verified?

If a product includes a certificate or grading report, verification may be available through the issuing institution. The certificate number, report link, or verification instructions will be provided where applicable.

5. What materials do you use?

Our products may be made with materials such as 18K gold, platinum, or other materials as stated on each product page. Please refer to the product details section for the exact metal, stone, and specification information.

6. How does your custom ring process work?

Customers can choose a diamond shape, carat tier, color, clarity, setting style, metal, and ring size through our Build Your Ring process.

For eligible custom ring orders, Elmivra will match a lab-grown center stone according to the selected specifications and send the matched certificate information for review. If no correction request is received within 48 hours after the certificate review email is sent, production may proceed based on the selected specifications.

7. Can Elmivra create a ring from my reference image?

Yes. You can submit a reference image or inspiration link through our Custom Ring From Your Image request form. Elmivra will review the design, confirm whether a similar lab-grown diamond ring can be created, and provide an estimated quote before payment.

Reference images are used for design inspiration only. Elmivra does not reproduce protected third-party designs, logos, or branded jewelry details exactly. Final pricing depends on diamond specifications, metal, stone layout, craftsmanship complexity, and production feasibility.

8. Where does Elmivra currently ship?

Elmivra currently supports online checkout shipping to selected destinations, including the United States, Australia, Japan, Singapore, the United Arab Emirates, Canada, and New Zealand.

The United Kingdom, European Union countries, and Hong Kong SAR are not currently available at checkout. If your country or region is not available at checkout, please contact us before ordering.

9. Do you offer free shipping?

Yes. Elmivra offers free shipping to the United States, Australia, Japan, Singapore, and the United Arab Emirates.

Canada and New Zealand orders are available with insured DDP shipping shown at checkout. The current shipping fee is USD $99.

10. Are duties and taxes included?

For eligible destinations, orders may be shipped under Delivered Duty Paid (DDP) arrangements. When DDP applies, applicable import duties and taxes are handled by Elmivra or the logistics provider, and customers should not be charged additional import duties or taxes upon delivery.

Duties and taxes are included where DDP shipping applies. Shipping options, fees, duties, and tax handling may vary by destination and checkout settings.

If DDP shipping is not available for a destination, customers may be responsible for applicable customs duties, taxes, brokerage fees, or other import charges required by local authorities.

11. Can I order from Canada or New Zealand?

Yes. Canada and New Zealand orders are currently available at checkout with insured DDP shipping shown at checkout. The current shipping fee is USD $99.

12. Can I order from the United Kingdom, European Union, or Hong Kong?

Not through online checkout at this time. Elmivra is not currently offering standard online checkout shipping to the United Kingdom, European Union countries, or Hong Kong SAR.

You may contact us before ordering, and we may review shipping availability case by case.

13. How long does shipping take?

Order processing and delivery time depend on the product type, certificate review, production schedule, destination, customs clearance, and shipping conditions.

• Loose lab-grown diamonds usually ship in approximately 3–7 business days after order confirmation, if available.
• Ready-to-ship, non-custom jewelry usually ships in approximately 3–7 business days after order confirmation, if available.
• Made-to-order jewelry and custom-size rings usually require approximately 10–15 business days for production after order confirmation, after the certificate review period has passed, or after production begins.
• International delivery usually takes approximately 12–18 business days after dispatch, depending on the destination, customs processing, courier route, and carrier updates.

14. Can I return an item?

Return eligibility depends on the product type.

Made-to-order jewelry, custom-size items, engraved items, and custom-from-image pieces cannot be cancelled or refunded once the certificate review period has passed, the certificate information is accepted, or production has started, except for verified quality issues or an Elmivra-side error.

Ready-to-ship, non-custom items may be eligible for return if they are unused, unworn, unaltered, and returned with all original packaging, certificates, tags, and accessories. Please review our Return & Refund Policy for full details.

15. Can I change my ring size after placing an order?

If production has not started, please contact us as soon as possible. We will try to help update the ring size before production begins.

Once production has started, ring size changes may not be possible or may require additional fees and processing time.

16. Can discount codes be used on custom orders?

Public discount codes and welcome offers are mainly designed for eligible listed products.

Custom quote orders may already include Elmivra’s current custom launch pricing. Additional discount codes may not apply unless stated in the custom quote.

17. How can I contact you?

If you have any questions about a product, custom ring order, custom-from-image request, certificate review, shipping, returns, or your order, please contact us:

Email: support@elmivra.com
Business Name: 商丘市睢阳区艾芙拉珠宝店
Registration No.: 92411403MAKC195G7Y
Location: Shangqiu, Henan, China