Frequently Asked Questions

Return Policy

Please note our return policy varies depending on the item/s you are considering for purchase.
The following 3 item types are explained below:

  • Custom Jewelry Orders 'Made To Order'
  • Loose Sapphires & Finished 'Ready To Ship' Jewelry
  • Wedding Bands

Made To Order Custom Jewelry, aka "Design Your Own":

We offer a 14 day return window to review your one-of-a-kind custom piece of jewelry. If you are not completely satisfied with your item, you may return it for a full refund.

There are situations where we will reserve the right to change our return policy for unusual custom orders or clients we cannot confidently satisfy. We will contact you in writing about any changes to our return policy for your order if it does not meet our standard return policy.

Items must be returned in the same condition as they were sent. If the item is damaged in any way it WILL void our return policy. Also important to note: while you have possession of any item, you are fully responsible for its value and care. It is not insured under our policy once delivered.

We encourage our clients to preview the loose gemstone they are interested in before creating a custom order jewelry setting if you want more confidence before starting the production process. We also offer to-scale wax models of the setting using our 3D printers.

Please contact us to inquire about any questions or special circumstances that we can help you with at 212-869-1165, or email us at

For Loose Sapphire & Finished Jewelry Orders:

We offer a 14 day return window for you to review your sapphire or finished jewelry item. The 14 day period begins when you sign for and receive your item from the shipping carrier. If you are not completely satisfied with your item, you can return it for a full refund. While you have possession of any item you are fully responsible for its value and care.

If you need an extended inspection period, special circumstances can be agreed upon; however, they must be done so prior to the shipment of your item. Please contact us at 212-869-1165 to make special arrangements for an extended inspection period.

Please note: Loose sapphires will not be accepted for a refund if they have been set, scratched, chipped, fractured, weigh differently or have been altered in any way. We strongly recommend that you do not set your gemstone with another jeweler until you fully intend to purchase it.

​Wedding Band Orders:

Our wedding bands are made to order and are returnable for a full refund within 14 days after delivery is received. For some ring sizes (very small or large) we reserve the right to waive our return policy. In the event your purchase does not qualify for our return policy, we will contact you directly to notify you of your options prior to processing your order.

If you have any specific questions regarding returns, please call us at 212-869-1165 or email us at

Items must be returned in the same condition as they were sent. If the item is damaged in any way it will not be accepted for a refund. While you have possession of any item you are fully responsible for its value and care.

Special Conditions

  • We reserve the right to change a return policy on certain items/situations on a case by case basis, if so we will inform the client in writing prior to commencing a transaction.
  • Entirely unique custom designs initiated/designed by a client will often not be accepted for returns.
  • We reserve the right to decline service to individuals whom we feel we cannot properly accommodate.
  • Rush fees are not refundable.

How to Return an Item

If you have purchased an item that you would like to return, you must contact us to request an RMA number (Return Merchandise Authorization). Do not send in a return unless you have an RMA number. All shipments will be refused and returned to sender if an RMA has not been issued.

Depending on the value of the item you are returning, you will be given special instructions on how to send in a return.

Items returned MUST be in the same new condition as they were when they were delivered to you. We will NOT accept damaged items. Please review our return policies before calling in for an RMA number.

A refund will be issued after we receive your return. Shipping costs cannot be refunded. If you paid by credit card, the charge will be credited back to your card. If you paid by check, wire transfer or Bitcoin, a company check will be issued to the name on the account from which the purchase was made from.

In order to deter potential theft, please do not write any words on the package shipping label that may allude to the contents of the package (such as gems, sapphires, jewelry, etc.). Do not declare the exact nature of the contents you are sending. If required by customs or the shipping company, specify the item is an "Antique Sample" or "Rock Crystal Sample".

Send returns to:
NSC Inc. RMA # (You must have an RMA Number)
6 East 45th Street, 20th Floor Penthouse
New York, NY 10017

Please Note: NO insurance coverage OR value is to be declared on returned items. Our insurance company will issue insurance coverage on the return shipment once your RMA Number has been generated.

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Our Location

We are located at:
6 East 45th Street, 20th Floor Penthouse
New York, NY 10017

Our normal business hours are Monday through Friday, 10AM to 6PM. Our last appointment time is 5PM.

We welcome clients and visitors to our showroom offices during normal business hours. We are not a traditional retail storefront, so appointments are strongly encouraged.

Feel free to contact us to make an appointment or to ask any questions about visiting our office!

We have very strict security procedures to enter our building and our offices. Appointments must be made in advance, and all guests must bring a valid photo ID for security when you arrive. Visitors should be willing to submit to metal detector testing.

Please view our Security and Fraud section to learn more about our security measures when visiting us in person.

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General Questions

1. What does "Status: On Hold" mean?

"On Hold" means an item is being previewed by another client and is not available for immediate delivery. The item may not sell and could be returned to us within a short period of time. If the item is returned, its status will be changed to "Available" and it can be shipped immediately.

If an item is on hold, you can still decide to go through the purchase process and buy the item. However, it may not ship immediately. If the item is not returned to us, we will contact you to let you know that your transaction has been voided.

If you are extremely interested in buying an item that has an "On Hold" status, you should complete the online purchase process. You will have top priority in receiving the item if it becomes available.

2. What does "Status: Available" mean?

"Available" means just that – an item is available for immediate sale and delivery. If you would like to buy the item, you can complete the purchase process. You will receive confirmation of your order and will be notified when your item has been shipped.

3. What are your "Setting Options" and how do they work?

Our "Setting Options" are the various mounting designs we offer for you to create a custom jewelry item. They include ring, earring, necklace, and pendant settings. We can set any of our sapphires or sapphire pairs in your desired setting option.

As sapphire specialists, our aim is to maintain the widest selection of loose sapphires that our customers can choose from. You can browse our jewelry setting designs and then pick a sapphire, or you can select a sapphire first and then pick a setting. Either way, our clients can create their own unique combination of a sapphire and a jewelry setting.

We have hundreds of setting options to choose from, but if you don't see what you are looking for, or you have an example of a piece you want to re-create, we are happy to work with you to create a specially commissioned piece.

If you have more questions about special setting designs please call us at 212-869-1165. We can create anything!

4. How can I see what my custom setting will look like?

To help our customers better imagine their custom jewelry pieces, we provide two complimentary computer rendered images. Additionally, we can create and deliver a custom 3D wax model of the actual setting design for a nominal $95 fee (which is credited back to you with order of the setting).

5. Can I request to see more than one item at a time?

We can ship you the stone to view in person first if you'd like. A hold is placed on your credit card for the total amount of the stone. We'll then ship the stone to you and you'd have 5 days to preview it. If you wish to return it, you just send it back and the charges will drop. We cover the shipping to you and the insurance on the return package; you're just responsible for the postage fee on the return shipping.

If you see more than one item that you would like to preview, please call us directly at 212-869-1165 to discuss your order. We usually allow customers to compare more than one item at a time in person. However, please do not purchase multiple items online that you do not intend to buy without notifying us first.

6. Do you offer a military discount?

We are happy to offer a 10% discount for active duty military personnel and their dependent family members. A valid military email address is needed for verification. Military discounts cannot be combined with other discounts, sales, or promotions.

7. Our Warranty & Guarantee

The Natural Sapphire Company provides our customers with a Lifetime warranty against manufacturing defects on all the jewelry.

Some examples of possible Manufacturing Defects:

  • Porosity in precious metal (air bubbles in the metal, which compromise durability)
  • Metal purity stamp (alloy is not within FTC guidelines)
  • Laser welding joints incomplete

If you believe an item has a manufacturing defect please contact us immediately. Our warranty does not cover repairs or alterations made by a 3rd party (another jeweler) unless a prior written agreement is made for repairs being authorized by a 3rd party (example: ring resizing, prong tightening). Repair or service performed by a jeweler without prior consent will void our lifetime warranty.

Manufacturing Defects will be repaired or replaced without charge.

Repairs / Damage / Normal Wear:

All types of jewelry can be affected by normal use, or accidents/trauma. This is especially true for rings worn on a regular basis, since hands and fingers are very active and subjected to multiple risks in damaging jewelry. Our manufacturing warranty excludes coverage for wear and tear and in rare instances of lost gemstones.

Some examples of common jewelry issues that would not be considered manufacturing defects include:

  • Discoloration of gold/platinum caused by exposure to chemicals, Examples; cleaning acids, hot tubs used for bathing.
  • Precious metals, and especially prong set gemstones can wear down over time and may require restoration.
  • Thread in clothing can catch a loose prong over time; bending to everyday wear allowing a gemstone to fall out.
  • The loss of a gemstone caused by an accident/trauma damage.

We strongly suggest prongs that hold gemstones be visually inspected for any possible loosening from normal wear so that repairs required to preserve the integrity of the jewelry are made.

Repairs that are not covered under our lifetime warranty will be given a price quote by one of our professional service representatives for approval before work is performed.

8. Our Media Imaging Guarantee

As an e-commerce jewelry company, we understand the concerns about shopping for such unique items online. Great care is taken to capture our items' true color properties. Our photographers try to capture the most accurate color and clarity of all of our sapphires and jewelry.

However, we do not have control over the brightness and color settings of individual home computer monitors. While we test the color accuracy of all of our images across multiple monitors, there is no uniform standard in brightness or color tone from one monitor to the next. Please keep in mind these limitations when viewing an item.

9. Third Party Lab Reports

We send all of sapphires and jewelry with our in-house reports. If your item also has a third party lab certification (from the GIA or another institution), this document will be sent separately after the purchase has been confirmed. Third party lab reports cannot be replaced, so we send them after we hear from our customers that they will be keeping their item.

10 .Do we sell 2nd hand (previously owned) jewelry?

The majority of our clients are purchasing for an engagement or other emotionally significant occasion. For this reason, and from the frequent request of our customers, we only sell newly made jewelry and recently mined gemstones. We do not sell items that have been purchased previously, i.e. broken engagements, 2nd hand or estate jewelry.

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Grading, Sizing & More

Ring Sizing

We use the US system for ring sizing. Below is a ring size comparison chart for the different international systems.







Don't know your ring size? Open and print this ring sizing PDF. Follow the instructions to get the closest approximation of your ring size. We additionally have plastic ring sizers that can be shipped free of charge at customers' request.

Helpful Tips:

  1. Wider bands can fit more snugly than thinner bands, so consider band width when sizing.
  2. Our dominant hand is usually a bit larger, make sure to measure the correct hand or take this into consideration.
  3. Take into account your temperature at the time of sizing; our fingers are larger when we are hot, and smaller when we are cool!
  4. If you really can't figure it out, size 6-6.5 is average for a woman.

Please note: Our ring sizing chart is based on the US system for ring sizing and provides an approximate ring size only. When used correctly, it is very accurate.

Re-sizing: The first ring re-sizing is provided free of charge. Customers are only responsible for the shipping fees to us and return shipping. We can even re-size engraved items! Eternity Bands are excluded due to their unique design. Please keep in mind we may not be able to accommodate larger changes in size. Please contact your sales representative or for more information on re-sizing.

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Stone Size Chart

Please click here to open a PDF of our stone size chart.

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Stone Shape Chart

The chart below features common gemstone shapes. The most popular shapes for colored gemstones are round, cushion, emerald, radiant and princess. If you would like more information regarding the characteristics of each shape, please call us to speak with a gemologist who will be happy to help you select your sapphire.

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Clarity Grading

While diamonds have an internationally established grading system, there is no official, standardized method to analyze clarity in sapphires and other gemstones. Usually, the jewelry industry grades colored gemstones, including sapphires, at eye level rather than the diamond standard of 10x magnification.

At The Natural Sapphire Company we grade the clarity of our sapphires on a comparative basis. We have over 70 years of experience dealing exclusively with sapphires. We have borrowed some of the standard diamond grading terms and applied them to sapphires to better assist customers who may be familiar with diamond clarity terminology (example: VS1, SI2).

Below is the scale we use to grade clarity in our sapphires at eye level :

Clarity Ratings Chart

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Color Intensity Grading

Color Intensity Classifications Chart

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Sapphire and Metal Care

About Our Jewelry

We create our jewelry items in a variety of different precious metals including: palladium, white gold, yellow gold, rose gold, and platinum. We also offer different karat weights for our gold items, including 14K and 18K gold.

The best way to clean your precious metal jewelry is with soap and water and a small brush or cloth.

Please click here to open a PDF of our sapphire care guide to learn more about proper gemstone care.

Please click here to open a PDF of our metal care guide to learn more about proper precious metal jewelry care.

About Rhodium

Like palladium and platinum itself, rhodium is a member of the platinum group. It is one of the rarest and most expensive precious metals in the world. Rhodium-plating is widely used as the final step in the finishing process for fine jewelry. It adds a gleaming white finish to the slight golden hue of even the highest karat white gold.

Rhodium plating is tarnish-resistant and tremendously durable, but it can fade with time due to wear and body chemistry. If you detect any change in the tone of your jewelry, it can easily be re-plated and restored to its original gleam.

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Payment Methods

We accept the following credit/debit cards:



Paying with a credit card is the safest and most secure way to pay; both the customer and the business are protected from fraud.

We also accept bank wire transfers and personal checks. If you would like to pay via one of these methods, please contact us so we can manually process your order.

You are welcome to contact us at 212-869-1165 between 10AM and 6PM EST if you have any questions about ordering an item or our accepted payment methods.

Payment in full is required before production begins for all orders with a custom setting option.

Additional Verification For Orders

As a protocol to protect both our customers and business, we do require additional verification for international orders. For those orders, we will need a short video clip and/or copy of a photo ID and the credit card used. We do not use or distribute this information to any other parties.

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Shipping, Insurance and Liability

We ship worldwide on a daily basis. Depending on your location and the value of the item you purchase, your item will be sent via FedEx or United States Postal Service (USPS). All client details, including shipping addresses, must match the authorization information of the credit card used. If you would like your shipment sent to a non-confirmed address, you can arrange to add an "alternative confirmed address" with your credit card company. Please call us at 212-869-1165 or email us if you have any questions regarding shipping. If paying by wire transfer we will ship anywhere you request. Signature is REQUIRED for all deliveries. Customers are responsible for all items after the package has been signed for.

Below is a guideline for shipping costs and delivery times:

Shipping Option Delivery Signature Insured Tracking Fee
FedEx Next Day Air
Next Business Day (U.S.)
2 - 3 Business Days (Worldwide)
Yes Yes Yes $35
FedEx Second Day Air
  (Orders Over $1000)
Second Business Day (U.S.)
2 - 3 Business Days (Worldwide)
Yes Yes Yes FREE
USPS Priority Insured
  (Orders From $200 To $1,000)
2 - 5 Business Days (U.S.)
5 - 14 Business Days (Worldwide)
Yes Yes Yes FREE
USPS First Class Mail
  (Orders Under $200)
2 - 7 Business Days (U.S.)
10 - 14 Business Days (Worldwide)
No Yes No FREE

All deliveries are sent to street addresses only. PO Boxes are not accepted as shipping destinations.

U.S Shipments scheduled for Friday have the option for Saturday delivery, or delivery the following Monday. Please call or email us directly to set up a Saturday delivery. Saturday delivery is not available for international shipments.

International shipments may be subject to customs fees, import duties, taxes, and other charges. These additional charges required for customs clearance are the responsibility of the recipient. Please contact us to inquire about import fees that you might be required to pay to FedEx. In our experience the fees and import duties have been minimal to most destinations.

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Import Duties / VAT

VAT, Import Duty, Clearance:

We ship worldwide on a daily basis. FedEx and USPS international reach most parts of the world within 2-4 business days for a relatively low cost, so we do it for free!

VAT can vary depending on your country. From our many years of experience shipping to all parts of the world, the process and costs have been minimal and streamlined by carriers (FedEx). Please contact us related to your specific country and item(s) of interest so we can advise about possible import/VAT fees.

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Security & Fraud

We take security very seriously at The Natural Sapphire Company. Purchases made through our secure website, in person, or by phone, are subject to extensive security checks to prevent fraud and give our customers the highest assurances of security and safety.

For Online Orders

  1. We subscribe to various third party services ( that do extensive background checks to research if any fraud activity has been associated with the person purchasing an item.
  2. We will only ship to confirmed and authorized billing addresses.
  3. If an item is paid for by check we will confirm that the check was not written or issued fraudulently.
  4. We do not ship items that are paid by check until the check and funds have cleared.
  5. We communicate with our customers via phone or email for all orders.
  6. We check the billing and shipping addresses for all orders and contact the customer if there are any discrepancies.
  7. We review the geographic locations of our orders.
  8. We log all incoming IP addresses for our online orders.
  9. We verify all AVS and Card Code Verification details.
  10. In most cases we can only discuss the details of an order with the individual paying for the item.
  11. For clients returning merchandise, our return procedures must be followed per our instructions. Items will not be accepted unless an RMA has been issued (see our return section for more information).
  12. For international orders, we reserve the right to refuse payment methods that are not direct bank transfers. However, in most countries we subscribe to services that can verify and meet our needed security measures to confirm valid orders.
  13. We reserve the right to refuse a sale to any person or entity for any reason.
  14. We follow the laws relating to the United States Patriot Act.

Please Note: Attempted fraud will be vigorously pursued, reported, and prosecuted by all available legal means. Our staff and security detail are extremely skilled and dedicated to preventing and detecting fraud. We actively report all attempts of fraud to law enforcement authorities.

For Phone Orders

Questions or changes regarding an order and/or its shipping service can only be discussed with the individual paying for the item, unless permission from the purchaser has been given.

The security measures listed for our online orders also apply to our phone orders.

For Showroom, Office and Workshop Visits

We encourage customers to visit our New York location to view our sapphires in person. Please review the security measures below if you plan to visit our office.

  1. Appointments are mandatory. For security reasons, we cannot allow visitors into our showroom, offices, or our workshop without a preexisting appointment. Appointments should be made in advance, at least two hours before your arrival time.
  2. All visitors must present a valid photo ID such as a drivers license, passport, etc.
  3. Visitors must be willing to have their photo ID scanned for our security records.
  4. All visitors granted access should be willing to accept a fingerprint imaging scan (no ink!) if requested.
  5. Visitors are scanned by metal detector and bags are subject to inspection.
  6. Weekend and after hours appointments are not available. We only accept visitors during our regular business hours, by appointment only (see our business hours) for more information.
  7. If you are a returning visitor you will be subject to our normal security procedures as will any accompanying guests.

A Note About Our Security Practices

We work with a contracted third party security company to keep our office extremely secure at all times. Our 24/7 armed guard security and surveillance service includes:

  • 16 high resolution video cameras with audio in and around our location
  • 10 motion sensors
  • 18 door and window security contacts
  • 6 vibration sensors
  • 10 silent call buttons for police and third party armed guard response
  • 3 sets of double-door man-trap systems with fail safe hardware
  • 1 intake window with 2 inch thick bullet proof glass
  • Steel reinforced walls at all entry walls and doors
  • We are located in a high security office building
  • Lobby and back-room security guards are on duty at all times, 24 hours a day, 7 days a week
  • Armed guard security is on full time staff

Our independent 24/7 security monitoring company is one block from our location and will respond immediately if summoned. They have remote access to all of our security systems for instant monitoring and reporting.

Our security is meticulously detailed and we make no exceptions for anyone or any situation.


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Online Security Policies

All online payments with credit cards are protected by the latest and most advanced online security technology. All transactions on our website go through SSL (Secure Socket Layers). This is the industry standard for online security and is also used by financial institutions. The security and privacy of your credit card, personal contact data, and all other electronic information is never at risk of being stolen or misused.

As an added security measure, we are certified by Verisign.


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User Agreement

Privacy Statement

We do not sell or use your personal information for anything other than transactions within our company. We will not offer for sale, solicit or share your name, address, email address, purchase information or other personal information with any outside entities. You will never be contacted by The Natural Sapphire Company for any reasons other than to address your initiated inquiries, purchases and emails. If you specifically request that we add you to our mailing list, then we will contact you from time to time to let you know of company news and updates.

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Purchases from The Natural Sapphire Company can only be made by individuals who can form legally binding contracts under applicable law. Without limiting the foregoing, our services are not available to minors.

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Taxes & Fees

You are responsible for paying all shipping fees associated with the transportation of merchandise and all applicable taxes. This included any customs charges that may be incurred for international shipments.

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You agree to release The Natural Sapphire Company (including our employees and subsidiaries) from claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with customer dissatisfaction of service or merchandise, after the inspection/return period expires on orders placed for our merchandise.

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Access & Interference

Our web site contains robot exclusion headers and you agree that you will not use any robot, spider, other automatic device, or manual process to monitor or copy our web pages or the content contained herein without our prior expressed written permission. You agree that you will not use any device, software or routine to interfere or attempt to interfere with the proper working of The Natural Sapphire Company. You agree that you will not take any action that imposes an unreasonable or disproportionately large load on our infrastructure. You agree that you will not copy, reproduce, alter, modify, create derivative works, or publicly display any content from our website without the prior expressed written permission of The Natural Sapphire Company.

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Prices and availability of products and services are subject to change without notice. Errors will be corrected where discovered, and The Natural Sapphire Company reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions.

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