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FAQ

Frequently
asked questions.

Where your order is, how to read your invoice, and what the numbers on a piece of gold actually mean. If your question is not here, just message us.

Home ◆ FAQ

Your Order

Batches, invoices and arrival

Pieces mined during a live session travel together in a batch. Here is how to work out which batch yours is in.

4 questions

When is the expected arrival of my items?

We regularly post updates showing the current running batch, the batch currently under quality inspection, the live selling dates, and the expected arrival of each batch in the USA.

We regularly post updates showing

  • The current running batch
  • The batch currently under Quality Inspection
  • The live selling dates covered by each batch
  • The estimated arrival date of each batch in the USA
Please check our latest announcements for the most accurate information. Batch timing can shift, so the newest post on our Facebook page always carries the current schedule.

Which batch do my mined items belong to?

Everything you need is on the invoice we emailed you.

On the top right corner of your invoice you will find your invoice number and the invoice date, which is the date your invoice was created.

Under the Description section you will see the items you mined, along with the date each item was mined. This date determines which batch your items belong to.

Check here

ners.jeweldiamond@gmail.com

INVOICE

Number
INV0546
Date
Jul 24, 2026
Due date
On receipt

Description

  • WS T. Bubble Blue Heart Bracelet S7.25” 10.18grams DXB Live 7/23 Check the
    mined date
    here
  • WS T. Heart Earrings 1.62grams DXB Live 7/23
  • Shipping fee
1

Your invoice number and invoice date sit at the top. That date is when the invoice was created.

2

Under Description, each item shows the live session it was mined in. That date is what decides which batch it travels with.

Simply compare the date your item was mined with our latest announcement to know which batch your order is in and when you can expect it to arrive.

What does “mined” mean?

It is what we call claiming a piece during a live session. You comment to mine it, and we set it aside for you. Your invoice lists every piece you mined and which live session it came from.

How do I pay?

We email you an invoice listing everything you mined, plus the shipping fee. Payment is due on receipt of that invoice, and we ask that it is settled within 3 to 4 days.

Tell us which one you prefer and we will send the details along with your invoice.

Ways to pay
  • Zelle
  • Venmo
  • Cash App
  • PayPal
  • Bank Transfer
Flexible Payments Split the cost over time
  • Klarna
  • Affirm
  • Afterpay

Please keep in mind

  • Invoices are due within 3 to 4 days of receipt
  • After that, a late fee of $25 per day applies
  • Need more time? Ask us about layaway, up to 45 days
  • Pieces are released for shipping once the invoice is paid in full
If you need longer, just say so. We would much rather set up a layaway with you than have an invoice sit unpaid. Message us before the due date and we will work it out.
The Jewelry

Metals and sizing

What you are actually buying, and how to make sure it fits.

3 questions

What do 14k, 18k and 925 mean?

Pure gold is 24k but far too soft to wear. 14k is 58.3% gold, 18k is 75%. Both are solid gold throughout, with 18k richer in colour and 14k harder. 925 sterling silver is 92.5% pure silver.

There is a fuller explanation on our How We Choose page.

Is everything solid gold or silver?

We work with solid 14k and 18k gold and 925 sterling silver. The metal is stated on every piece, and the weight in grams appears on your invoice. If you are ever unsure, ask us and we will tell you plainly.

Can you help me find my size?

Yes, just ask before you pay. Tell us about a ring you already own that fits well, or the length of a chain you like wearing, and we will help you match it.

Bracelet and chain lengths appear on your invoice too, like the S7.25” in the example above.

Getting In Touch

Replies, shipping and returns

How to reach us and what happens after you have paid.

3 questions

How quickly will you reply?

Usually the same day. We answer every message ourselves rather than using a service, so replies come from a real person who knows the stock. During a live session it may take a little longer, because we are on camera.

How do you ship, and where?

Everything you mine is sorted by batch. Once your batch clears quality inspection it travels to the USA, and we ship it out from there as soon as your invoice is paid in full.

We ship within the United States as standard, and internationally on request. If you are outside the US, tell us before you pay and we will quote the shipping for you.

About the shipping fee

  • Worked out per order, not a flat rate
  • Based on the shipping method, the size and weight of the parcel, and the destination
  • Insurance is added if you want it, and we do recommend it
  • Every parcel is sent tracked and we pass you the tracking number
International orders. Any customs duties, import taxes or handling charges applied by your country are paid by you, not by us. Those are set by your customs office and we have no control over them.

What if something is not right?

Tell us within 48 hours of receiving your parcel. Message us with photos and your invoice number so we can see exactly what happened, and we will sort it out with you.

For a return or exchange

  • The piece must be unworn, unused and undamaged
  • It must come back in its original packaging
  • Return postage is yours to cover, unless the fault is verifiably ours
  • Refunds are issued 5 to 10 business days after we inspect the piece
Some pieces cannot be returned. Earrings, for hygiene reasons. Custom or personalised pieces. Anything resized or altered at your request. Special orders and final sale items. A piece that has been worn or damaged after delivery. Any deposit described as non-refundable when you paid it stays non-refundable.

The same policy is written out in full in our Terms.

Thank you for your patience and support

Still Wondering?

Ask us anything.

Thank you for your patience and support. If your question is not answered here, message us and a real person will reply, usually the same day.

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