Can't find what you're looking for?

Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).

Please email us at support@artimelle.com

ORDERING PROCESS

How is the ordering process like?

  • Step 1: Place your order with us on our website. Alternatively, please reach out to us via our WhatsApp Business account or WeChat official account (include link here) if you have specific requests or would like to enquire about our products before placing an order.
  • Step 2: About 20-30 calendar days after you successfully place an order, you will obtain the diamond jewellery delivered to your doorstep in a secured packaging.
  • Step 3: Wear our product in any occasions, be it for work or for social activities!

SHIPPING AND DELIVERY

How long does it take to ship my product?

On average, it takes about 20-30 calendar days to receive your product from ordering date. We provide an estimated shipping date in your order confirmation email for your reference! This date is an estimate, as your order may ship sooner or even later. If there are any delays with your order, our Customer Experience Team will be in touch!

 

Where can I find a status update on my order?

You can find an estimated shipping date within your order confirmation email. We will certainly be in touch if we are experiencing any delays.

Can I change the shipping or billing address of my order?

We're unable to edit orders once they've been placed. Please reach out to support@artimellejewellery.com for assistance.

Is there any shipping fees?

We provide free shipping to China and Hong Kong. For other international deliveries, shipping fees will be calculated at checkout. 

PRODUCT CARE

General cleaning guide

  • For a light cleaning, we recommend using a mild dish soap and warm water. You can then use a soft clothing to absorb the water from the jewellery.

  • You may also consider sending your diamond jewellery for professional cleaning periodically. Diamonds will always shine, but they will look even more brilliant when professionally cleaned. Jewellers use ultrasonic cleaners with high frequency sound waves and chemicals, which will pull the dirt away from the stone.

Please take note of the following to ensure that your jewellery is longer-lasting

  • Kindly avoid the contact with bleach or bleaching agent that are common in household cleaning products. Hence, we would advise you to not wear our diamond jewellery when you are doing household chores.
  • Kindly avoid wearing the jewellery when you are swimming. Chlorine can damage and discolour our karat gold metals and can slowly erode the finish and polish of gemstones.
  • Kindly store the diamond jewellery separately from other jewelleries, and to avoid contact between different jewelleries. This may cause light scratches on the karat gold metal of your jewellery.

 

My Artimelle jewellery broke, how can I get it repaired?

  • Please reach out to support@artimelle.com for assistance! Include your order number, several photos, a short video and description of how the damage occurred.

RETURN AND EXCHANGE POLICY

What is your return policy?

  • We are strongly commited to deliver the highest quality diamond jewellery to you. Defective items may be returned within 30 days from when they were shipped. Please note that engraved jewellery items may not be returned.
  • Please reach out to our customer service representative via WhatsApp, WeChat or email before proceeding to return the defective product. Once our customer service representative confirms that the product is eligible for return, we will schedule a pick-up service to collect your order within 5 working days.To be eligible for return, items must be in their original purchase condition and include all product documentation.

WHAT ARE LAB GROWN DIAMONDS?

Do you sell loose lab grown diamond?

We do not sell loose lab grown diamonds on our website. However, you may reach out to support@artimelle.com for assistance. We will try to accommodate to your special-order request where possible.

Are lab grown diamonds flawless?

Lab grown diamonds display variations in colour, clarity and cut, and may also exhibit minor internal or surface inclusions, similar to natural diamonds.

What is a lab grown diamond?

  • Lab-grown diamonds have the same crystal structure, chemical composition, and physical properties as the mined diamonds. It is important to note that they are optically identical.
  • A lab-grown diamond is not a simulated diamond. Stones like moissanite, cubic zirconia, or white sapphire—all diamond simulants—have different chemical makeup and are diamond imitations.

How do I evaluate the quality of a lab grown diamond?

Lab grown diamonds are produced in controlled environments, so their quality can be closely held to high and exacting standards. Lab grown diamonds can be evaluated according to the same characteristics as natural diamonds, using the 4Cs: cut, colour, clarity and carat.

OTHERS

Can I engrave my jewellery?

You have the option to add an engraving to your ring, bangle and tennis bracelet for free.

Does my order come with a diamond certificate?

Your Artimelle jewellery will arrive to you with a diamond certificate from IGI or a gemstone certificate from GEMID.

Can I speak to your customer service representative on the phone?

Our Customer Experience Team is available through email, Whatsapp or WeChat and we aim to respond to every customer inquiry within 2 business days!

Can you gift wrap my order? What about personalised note?

We ship using secure, non-descript packaging material to ensure a safe delivery to your doorstep. Inside the packaging, you will see our elegantly branded gift packaging - ideal for gifting or personal use. We are able to include a personalised note with your order if you include a message during the checkout process. If you forget to include the personalised note during checkout process, please contact our customer service representative via email, Whatsapp or WeChat. We will try to include it for you if the package has yet to be dispatched.