Top FAQs
Frequently Asked Questions 💎
Welcome to Orlueur! We've gathered the questions our lovely customers ask most. If you can't find what you're looking for, just reach out — we're always happy to help! 💕
🌟 About Our Jewelry
What kind of jewelry do you make?
We create mainly custom fine jewelry in 10K, 14K, and 18K solid gold (available in white gold, yellow gold, and rose gold), set with high-quality lab-grown diamonds. Our collection includes rings, necklaces, bracelets, earrings, and charms/pendants — all you can find here!
Is your gold real solid gold?
Absolutely! Our 10K, 14K, and 18K are all genuine solid gold. Pure 24K gold is actually too soft for everyday wear, so it's blended with other metals for strength and durability. Here's the breakdown:
- 18K = 75% pure gold
- 14K = 58.3% pure gold
- 10K = 41.7% pure gold
Are you a made-to-order shop?
Yes! Every piece is lovingly made to order — we don't hold ready stock. This allows us to fully adjust every detail (size, gold karat, diamond weight) to fit your request perfectly! Our regular production takes about 10–14 days. However, if you're in really urgent case, please contact us and we can expedite for you.
💎 About Our Diamonds
Are lab-grown diamonds real diamonds?
Yes, 100%! Our lab-grown diamonds are REAL diamonds, made of pure carbon just like mined ones, with that same classic sparkle. The only difference is their modern, ethical, and eco-friendly origin. ✨
What's the difference between lab-grown diamonds and moissanite?
Great question — they're completely different! Our lab diamonds are genuine diamonds (pure carbon). Moissanite is a diamond simulant (silicon carbide) known for its intense rainbow sparkle. We only use real lab-grown diamonds.
What quality are your diamonds?
Only the good stuff! All our diamonds are top-tier D-E color and VS clarity or higher. Every single stone — no matter the size — meets our strict quality standards.
What's the difference between VS1 and VS2 clarity?
Our smaller diamonds are a mix of VS1 and VS2, and honestly, the difference is hardly visible to the naked eye! For diamonds over 1 carat, we can source exact specs (like a specific VS1/VVS1) upon request.
Do your diamonds come with a certificate?
Yes! A complimentary IGI certificate is included for all diamonds 0.50ct and larger. Smaller stones aren't individually certified to help keep prices affordable, but rest assured they all meet our high standards.
✏️ Custom Orders
Do you offer custom designs?
Custom design is our specialty and our favorite thing to do! 💕 Just share your idea or inspiration, and we'll bring it to life. After you order, we'll send you a CAD drawing for confirmation within 48 hours before production begins.
Can I customize sterling silver items?
At this time, we only offer custom sterling silver for bulk orders of 10+ identical pieces. The small-batch production cost for 1-off sterling silver custom would make the price too high for our customers, so we currently only do custom solid gold pieces for individual orders! If you’d like to place a bulk order, feel free to reach out for a quote.
Can I custom a different back (like flat back) to my earrings?
Yes, we can do custom earring backs with a small charge (normally +$20) ! But as a little welcome gift for first-time customers, it's on us! 🎁 Just place your order and add a note like "flat back please".
What's the inner diameter of your earrings? Can I make it bigger?
Most of our earrings have a default 7mm inner diameter, which fits most standard earlobes. We can definitely custom a larger size for you (up to 10mm per earring). To enlarge earring inner diameter, we charge:
- +$40 for a solid 10K pair
- +$60 for a solid 14K pair
For earring inner diameter custom needs, please let us know via WhatsApp (+44 7419372457) or email us at admin@orlueur.com so we can produce it to your request!
What's the difference between "floating" and "bezel" diamonds?
If a product says "floating diamond," it's a pierced/floating setting. If it says "bezel diamond," it's a bezel (rimmed) setting.
What is the black rim on some diamonds made of?
It means the base is 10K/14K/18K solid gold, and the black color is typically a black rhodium plating on the solid gold surface — not a solid black metal.
📏 Sizing & Warranty
I'm not sure of my ring size — can you help?
Of course! Just message us at Whatsapp or email and we'll help you find the perfect fit. You can even directly DM us at our social media (https://www.tiktok.com/@orlueur.jewelry) We can also adjust sizing on most custom orders. 💍
Do you offer a warranty?
We offer 3-year warranty against manufacturing defects. If your piece has quality issues from production, we’ll repair or replace it for free. Please note: accidental damage (scratches, bending from improper wear, lost stones from impact) and normal wear and tear will be charged a small fee for parts and shipping, we’ll always send you a clear quote before any work starts.
🚚 Shipping & Delivery
How long does it take to receive my order?
Our standard production time is about 10–14 days, and worldwide delivery takes 2–5 business days depending on different country destinations. We'll ship your order as soon as it's ready — thank you for your patience! 💕
Can I expedite my order?
Yes, we can expedite for free! In the fastest case, production takes 7 days. Adding shipping, the total is around 14 days minimum. We will always try our best to help you!
How much is shipping?
We offer free worldwide shipping on all orders! 🌍
Do I have to pay customs duties or taxes?
Our prices already include tariffs and shipping to most countries (US, CA, EU, AU, and etc.). We already cleared the tariffs for our customers and it's already included in the price. For US customers, no additional sales tax is added because we're a UK based store with no US warehouse — the price you see at checkout is the final price you pay. Any applicable local sales tax (if any) will be clearly shown at checkout before you pay, so there are no surprises later.
My tracking just shipped but isn't updating — is that normal?
No worries! Your piece is ready and has been handed to the carrier. We use a freight forwarder, and the final tracking details can take 2–3 days to update. Thank you so much for your patience! 💕
What if my package is lost?
We're so sorry! For a lost package, the recipient will need to contact their local carrier (for example US is usually USPS) to obtain proof of loss. For most local delivers and carriers, they can only accept this request from the recipient for privacy reasons, which is an industry standard rule. We’ll also file an inquiry on our end and help you push the process along the whole way! Once the carrier receive the investigation confirmation email from the recipient, please forward it to admin@orlueur.com, and we'll process a refund or replacement right away.
💰 Pricing & Discounts
Do you offer any discounts?
Yes, we'd love to treat you! 🎁
- $10 off — a no-minimum welcome offer! Just sign up with a new email at the bottom of our site.
- $15 off — join our loyalty rewards program for an extra discount on your first purchase, plus points on orders and referral rewards!
For all the details of our loyalty program, check out this article. Feel free to explore by yourself: https://orlueur.com/blogs/news/a-small-welcome-gift-for-everyone-new-to-orlueur
Can I get a discount if I buy multiple items?
With current high gold prices our margins are quite tight, but we'd love to help if we can! Send us a screenshot of the items you'd like to buy, and we'll check with our team to see if a special exception can be made. 😊
What payment methods do you accept?
We accept all major credit/debit cards and secure checkout through Shopify.
🔄 Returns & Refunds
What's your return policy?
Ready-made items may be returned within 30 days of delivery if they're unworn, unscratched, and have all original tags and Orlueur packaging intact. Please note that custom-designed, engraved, and special-order items, as well as gift cards, are non-refundable (since they're made especially for you!). For returns of non-custom items, the buyer is responsible for covering return shipping costs. If the item arrived damaged/incorrect due to our error, we’ll cover all return shipping costs. To start a return, log into your account, find your order, and submit a return/refund request for your order or email us at admin@orlueur.com.
Why can't I return custom pieces?
Since all custom pieces are specially made to your unique requirements, they're non-refundable and can't be exchanged. But don't worry — we double-check every detail with you along the way to make sure it's exactly what you're dreaming of and we promise we'll revise the CAD together until you're happy with every detail before made into real production! 💕
I already sent my return back — when will I get my refund?
Thank you for your patience! Please allow us 3 business days after we receive your return to process it, as we carefully sort through all returned packages. Approved refunds are issued to your original payment method. Please note your bank may take a little longer to post it.
What if my item arrives damaged or incorrect?
Oh no! Please inspect your order upon arrival. If it's defective, damaged in transit, or incorrect, contact us right away at admin@orlueur.com and we'll make it right as quickly as possible. 💕
Will I be charged duties if I return an international order?
Customs policies vary by country, so for the most accurate info on any potential taxes or duties, we recommend giving your local post office or courier a quick call.
💌 Still Have Questions?
We're always here for you! Message us anytime or email admin@orlueur.com — we usually reply within 24 hours.
About Orlueur: We're a studio specializing in handcrafted, custom fine jewelry designed for everyday elegance. Every piece is made to order with love and care. Thank you for being part of our story! ✨