Frequently Asked Questions

If you have any questions at all that we do not cover below please get in touch via our Contact page.

General

Should I go with a Lab Diamond or Moissanite?

Both lab diamonds and moissanite offer incredible beauty, durability, and ethical peace of mind. Lab diamonds are chemically and visually identical to mined diamonds, offering timeless sparkle and exceptional hardness. Moissanite has a unique fire and brilliance all its own and is a more budget-friendly option. The choice ultimately comes down to your personal style, priorities, and the look you want for your ring. To learn more about the differences, click here.

Need help deciding? We’re happy to walk you through both options and help you choose a stone that fits your style and budget. Contact us to set up an appointment or discuss via email.

Do you have rings in stock?

All of our rings are made to order, which means each piece is crafted just for you. Standard production takes 4–8 weeks. If you’re on a tighter timeline, we also offer a small selection of Ready-to-Ship styles, which you can browse here.

What's included with every ring?

Every Eleven ring includes a certified, hand-selected lab diamond or moissanite, accompanied by its GIA, IGI, or other respective certificate. You will also receive a bespoke CAD design created just for you. Each piece is accompanied by a lifetime limited warranty, and shipped with tracked, insured delivery for peace of mind.

To complete the experience, your ring arrives in a beautiful Eleven ring box and our signature packaging, ready for your special moment.

What is a diamond certificate?

A diamond certificate is an official report from an independent lab (like GIA or IGI) that verifies your diamond’s quality - its cut, colour, clarity and carat weight. Every diamond we provide is fully certified and registered with a unique number that you can look up online for complete confidence and transparency.

Do you have a storefront?

We're a private jeweller and online retailer, so we do not have a traditional storefront. Instead, we meet with clients by appointment — either virtually or in person. Much like you would meet your interior designer for a coffee or glass of bubbles. 

This model allows us to keep overhead low, which means we can offer higher quality diamonds and fine jewelry at better prices. It also gives us the freedom to add thoughtful, personal touches that make your experience truly memorable.

Please reach out via email to set up an appointment.

What payment methods do you take?

We accept a variety of payment methods including Visa, Mastercard, American Express, and debit cards.

We also have payment plan tools on our website like Sezzle, Afterpay and ShopPay that can help you to pay in installments.

Production

How long will it take to receive my order?

All our pieces are made to order and require an average of 6 weeks of production time. However, based on order volume and the specifics of your ring, up to 8 weeks may be required.

To learn more, please visit our Production Timeline Page.

Can my order be expedited?

In some cases, yes. Depending on the design and scope of your ring, we may be able to expedite production. Please contact us and share your ring details and timeline, and we’ll do our very best to meet your deadline. We kindly ask for understanding that all of our rings are made to order, so availability for rush requests may be limited.

Can I still change my order?

If you want to change your order, please contact us ASAP and we will do our best to accommodate you. We do not allow changes to your order once it has shipped. However if you wish you may exchange your ring upon receiving it. Exchanges are subject to a 20% restocking fee and other duty/postage costs.

Shipping, Returns & Warranty

Do you ship worldwide?

Yes! We offer free international shipping on all orders.

Are there any shipping costs?

Every order includes free and insured expedited shipping. If you want to upgrade your shipping this is available to you at an additional cost. We also offer a rush order service at an additional cost which includes priority crafting as well as express shipping.

How can I track my order?

As soon as your order is shipped we will send you tracking information.

Keep in mind, once processed for shipping, it can take up to 48 hours before the tracking is available. Please allow 7-10 days for shipping and if your order is an international shipment, it needs to be processed by customs. We have no control over the time it takes for this this process.

If you think there is a delay or problem with your shipment please do not hesitate to get in touch with us at hello@elevenfinejewelry.com

Can I return or exchange my ring?

In some cases, exchange and returns may be an option, however, our policy is order specific. Please see our Returns, Exchanges, and Warranty page for all applicable details i.e timeframe, duties, postage etc.

The Basics: All pieces being returned/exchanged must be in the original, unused, pristine condition. Custom orders are not eligible for exchange or return. Classic pieces can be returned or exchanged. All returns are subject to a 20% restocking fee.

What warranty do you offer on your rings?

Every Eleven ring comes with a lifetime limited warranty. It covers minor damage with complimentary repairs for the first year, and at-cost repairs thereafter. Excessive damage may be subject to repair fees, or in some cases require the piece to be recast or remade. To learn more, please visit our Returns, Exchanges & Warranty page.

How do repairs and resizing work?

We offer complimentary resizing within the first 60 days of purchase and repairs are covered under our warranty — complimentary for the first year, and at cost thereafter. Most resizing or repair works takes about 3-6 weeks to complete.

When you're ready to send your piece in, we’ll provide a prepaid shipping label and clear instructions to make the process simple. Throughout the process, our team will keep you updated so you always know exactly where your ring is and when to expect it back.