FAQ

Yes! We offer in-person appointments in Toronto and across the GTA. We always start the process with an initial phone consultation to understand your preferences in order to properly curate and personalize the experience for you. We look forward to hearing from you.

We operate by appointment only, from 9am-6pm on weekdays and 10am-4pm on Saturdays.

We are proudly based in Toronto, Ontario!

Absolutely! Many of our clients are from across Canada. Our personalized concierge service allows us to support you when and where you need it.

We specialize in 14K and 18K solid gold (white, yellow, and rose) as well as platinum.

14k and 18k gold are ideal for jewelry due to their excellent balance of durability and purity. 14k gold, with 58.3% pure gold, and 18k gold, containing 75% pure gold, offer resistance to scratches and wear, making them perfect for fine jewelry pieces that can withstand everyday wear.

For custom engagement rings, we recommend starting the process 2-3 months prior to your planned proposal date to allow for ample time to design, craft, and ship your perfect engagement ring.

For custom fine jewelry, we recommend 1-2 months.

Yes! Whether its a family heirloom or your own engagement ring/wedding set, we would be happy to work with you to bring your new vision to life.

The possibilities are endless! From side stones to solitaires to pavé and more, we can bring any vision to life. If you dream it, we can create it.

We believe in full transparency.

You can either search and reserve a diamond directly from our website using our Gem Finder, or your personal designer will curate a selection of diamonds for you based on your preferences.

We accept all major payment methods, including cash, e-transfer, wire transfer, and major credit cards. To begin processing your order, a 30% deposit is required upon approval of your estimate.

Not a problem! We offer a convenient ring sizer to ensure a perfect fit and can deliver it right to your door.

The process typically takes 4-6 weeks.

If you have a specific date in mind, please let us know, and we’ll do our best to accommodate you.

Absolutely! If you have photos of rings that inspire you, feel free to share them with your designer. Reference images can help guide the design of your custom ring.

Each of our engagement rings are made to order, right here in Toronto.

Yes, that is the beauty of working with us. Every ring we create is custom-made, just for you.

Your ring(s) will come with a beautiful, The Gem Concierge branded ring box.

Due to each piece being custom and made-to-order, all engagement sales are final.

Yes! Your first engagement ring resize is complimentary and any additional resizes after that are $75 plus any necessary shipping costs.

Eternity bands will be quoted on a case-by-case as they are more complex and sometimes require stones to be added or removed.

Lastly, please keep in mind that your ring size can fluctuate with the seasons, which is completely normal. We generally recommend wearing your ring for a full year to better understand your natural size variations before considering any permanent adjustments.

We accept all major payment methods, including cash, e-transfer, wire transfer, and major credit cards. To begin processing your order, a 30% deposit is required upon approval of your estimate.

Yes! Your ring has free lifetime cleaning and polishing, but you will need to pay for the shipping fees. If you are local to Toronto or the GTA we can arrange pick up and drop off 🙂 

We work with all kinds of gemstones including natural diamonds, lab diamonds, rubies, emeralds, pearls and sapphires. Looking for something specific? Get in touch with us today.

While our Gem Finder currently only includes natural and lab diamonds, we are working on expanding the selection further in the future.

Yes! Lab diamonds ARE real diamonds. They are chemically, physically and optically identical to natural mined diamonds.

Yes! All of our diamonds are certified by the Gemological Institute of America (GIA). We provide you with the official GIA certification with the purchase of any of our natural or lab diamonds.

We believe in full transparency.

You can either search and reserve a diamond directly from our website using our Gem Finder, or your personal designer will curate a selection of diamonds for you based on your preferences.

We partner with some of the largest diamond cutters and manufacturers in the US and overseas to handpick the perfect selection of diamonds for you.

If you prefer the option of selecting your diamond using our Gem Finder, full payment is required upfront to ensure that the diamond is yours and taken off the market while you continue through the Custom Design process.

We are here to support if you have any questions when using the Gem Finder or in relation to a specific diamond you are interested in.

Loose stone purchases (not being used in a Custom Design piece) are final sale and do not have a warranty attached.

Absolutely! We are here to support you through whichever process suits you best.

You can book a consultation with one of our specialists here to get the process started.

We currently only ship within Canada.

Our orders ship via FedEx Priority Overnight fully insured in a discreet, unmarked box.

Yes! Your package is insured during transit.

Yes! Your package will require a signature and proof of ID.