Frequently Asked Questions
Find quick answers to your most common inquiries.
Orders and Ring Sizes
Can I order through your website?
Can I order through your website?
Yes. You can purchase everything including our diamond jewelry, engagement rings, or fine jewelry using our secure checkout process.
Can I custom design an engagement ring?
Can I custom design an engagement ring?
Yes. Custom designing an engagement ring is a great way to create a ring that is perfect for your unique personality — and a beautiful expression of your love. Learn more about custom designing your own engagement ring or fill out this form to get started.
What if I need help placing an order?
What if I need help placing an order?
If you would like assistance with placing your order, please call us toll free at 1-000-000-00000, 24 hours a day, 7 days a week.
What if I have a question about my order, want to change it, or need to cancel it?
What if I have a question about my order, want to change it, or need to cancel it?
For questions about your order, call Customer Service at 1-000-000-0000, 24 hours a day, 7 days a week, or send an e-mail to service@thealteredcarbon.com.
How do I find my ring size?
How do I find my ring size?
Our Virtual Ring Sizer offers multiple methods to determine your ring size (or the ring size of a loved one). Please click here for a full list of the options available to you.
What happens when my ring is resized?
What happens when my ring is resized?
During the resize process small amounts of metal will be added or removed to increase or decrease the size as needed. As a result, your ring may be slightly thicker or thinner when completed. This is a minor difference and may or may not be discernible to you.
Your resized ring will be inspected by quality assurance to ensure that our high standards are met and that your ring has been fitted to the size that you need. For a free resizing, just mail your ring to our offices. .
What happens when my ring is resized?
What happens when my ring is resized?
During the resize process small amounts of metal will be added or removed to increase or decrease the size as needed. As a result, your ring may be slightly thicker or thinner when completed. This is a minor difference and may or may not be discernible to you.
Your resized ring will be inspected by quality assurance to ensure that our high standards are met and that your ring has been fitted to the size that you need. For a free resizing, just mail your ring to our offices. .
Our Diamonds and Jewelry
What are GIA, AGS, and IGI diamond certificates?
What are GIA, AGS, and IGI diamond certificates?
A Gemological Institute of America (GIA), American Gem Society (AGS), or International Gemological Institute (IGI) diamond certificate assures the value and quality of your diamond. GIA, AGS, and IGI are the gold standard in diamond grading. Their reports detail key characteristics of each diamond.
What are the "Four Cs"?
What are the "Four Cs"?
The Four Cs - Carat (size), Color, Clarity and Cut are the industry grade standards from the Gemological Institute of America (GIA). Every diamond is specifically graded on these features.
What does "Cut" mean?
What does "Cut" mean?
A diamond's cut determines how effectively it returns light to the viewer's eye. A well-cut diamond appears brilliant and fiery, while poorly cut stones look dark and lifeless. Well-cut diamonds often appear larger than stones of the same carat weight. To learn more about cuts click here.
What is the quality of the diamonds used in your jewelry?
What is the quality of the diamonds used in your jewelry?
Smaller diamonds (often called melee) are cut in factories around the world and are available in a variety of qualities.
The highest quality diamonds are often referred to as "Collection."Collection diamonds are finer in both color and clarity. They're precisely cut to maximize fire and brilliance. Collection quality goods are only available from specialty dealers. We pride ourselves on using collection diamond melee in all of our engagement designs.
"Promotional" goods are higher in both color and clarity, but are still cut for maximum weight. The lowest quality goods are usually labeled as "commercial" and consist of I/J/K color and I1 clarity.
Lab Grown Diamonds
Is a lab grown diamond better than a natural diamond?
Is a lab grown diamond better than a natural diamond?
This depends on what you’re going for; both lab grown and natural diamonds from Altered Carbon are conflict-free and vary in their diamond grading. lab grown diamonds allow you to maximize your budget, giving up to 30% more size for the same cost, while natural diamonds are incredible works of nature and the traditional choice.
Where do lab grown diamonds come from?
Where do lab grown diamonds come from?
Lab grown diamonds are created in a lab, but that does NOT mean they are not real diamonds. Scientists start with a diamond seed - a small sliver of chemicals - then expose it to temperatures and pressures to make it grow like a diamond under the ground. A carbon coating helps the diamond crystalize as it grows.
This advanced technology simulates natural growth, allowing the seeds to mature from a sliver to a fully-formed diamond.
Are lab grown diamonds the same as natural diamonds? If not, how are they different?
Are lab grown diamonds the same as natural diamonds? If not, how are they different?
Lab grown diamonds and natural diamonds offer identical optical and chemical composition. The sparkle is the same - the core difference between them is their origin.
Are lab grown diamonds or natural diamonds of higher quality?
Are lab grown diamonds or natural diamonds of higher quality?
Neither is inherently higher quality; both lab grown and natural diamonds are available in a range of qualities. For example, while the color of one diamond may be superior, the other diamond may be superior in clarity - this isn’t connected to the diamond’s origin.
How is a lab grown diamond made?
How is a lab grown diamond made?
Scientists start with a diamond seed - a small sliver of chemicals - then expose it to temperatures and pressures to make it grow like a diamond under the ground. A carbon coating helps the diamond crystalize as it grows.
Will I still receive an appraisal and/or a laboratory certificate?
Will I still receive an appraisal and/or a laboratory certificate?
Yes. The Altered Carbon lab grown diamonds are graded to the same standards as our natural diamonds. That means your lab grown diamond will be accompanied by an independent laboratory report detailing its "4 Cs" - cut, color, clarity, and carat weight. If your diamond is mounted into jewelry, it will also be accompanied by an insurance appraisal.
Is investing in lab-grown diamonds worth it?
Is investing in lab-grown diamonds worth it?
Although lab-grown diamonds provide great value based on quality, they are not viewed as long-term investments such as natural counterparts. They are prized for their beauty, relative affordability and ethical benefits more than investment potential.
Do lab-grown diamonds come in fancy colors?
Do lab-grown diamonds come in fancy colors?
This means blue, yellow and pink lab-grown diamonds can all be produced in fancy colors already because they were formed this way by including some trace element during growth.
How are the color and clarity grades of laboratory-grown diamonds?
How are the color and clarity grades of laboratory-grown diamonds?
Lab-created diamonds are subject to the same standards and grades as natural ones. They go from D (colorless) to Z, light yellow or brown in color and FL (flawless), I3 included for clarity.
How Eco-friendly Are Lab-grown Diamonds?
How Eco-friendly Are Lab-grown Diamonds?
Compared to natural diamonds, lab grown varieties are believed to be kinder on the environment. The production process is less damaging to the environment and other factors since we do not need mining of these minerals, which results in a lot of disturbance for nature.
Are lab-grown diamonds more affordable than natural mined ones?
Are lab-grown diamonds more affordable than natural mined ones?
Lab-created diamonds typically are 20–40% less expensive than natural stones of the same size and quality. They have a more controlled production process compared to bio-based materials, and less time is needed to produce them: this keeps consumer prices low.
Payments
What types of payment do you accept?
What types of payment do you accept?
We accept all major credit cards (Visa, MasterCard, American Express, and Discover), as well as PayPal.
Many customers purchasing items valued over $1,000 prefer to pay by wire transfer. Wire transfer orders receive a 1.5% discount from our listed price. Customers paying by wire will receive wiring instructions once they have completed the check-out process.
We must receive confirmation from our bank that a wire transfer has been completed before items can be shipped. At our sole discretion, we may require bank wire payment for any international order or orders in excess of $20,000.
Credit card orders can be placed online using our secure server or over the phone with our customer service department. For security purposes, The Altered Carbon may request additional documentation (such as a driver's license, photocopy of credit card, etc.) on some transactions.
Please contact our customer service department at 1-000-000-0000 if you have any additional questions.
Will I receive a discount if I pay by wire transfer?
Will I receive a discount if I pay by wire transfer?
Yes. Customers who pay by wire transfer receive a 1.5% discount off their entire order.
Can I pay with two different credit cards?
Can I pay with two different credit cards?
Yes. If you'd like to pay with two different credit cards, please place your order over the phone with customer service at 1-000-000-0000. We are available 24 hours a day, 7 days a week.
What is the credit card security code?
What is the credit card security code?
The security code is a 3 or 4 digit number that appears on your credit card. Visa and MasterCard users will find this code above the signature on the back of the card. Discover and American Express users will find this number on the top right of the front of the card.
Privacy and Security
Is shopping with The Altered Carbon secure?
Is shopping with The Altered Carbon secure?
Yes. The Altered Carbon ensures that our customers' purchases are secure. We use secure encryption and fraud protection for all credit card transactions. All sensitive data is encrypted using 256-bit Secure Socket Layers (SSL).
Will my personal information be shared with third parties?
Will my personal information be shared with third parties?
We keep your information 100% private and confidential.
Return Policy
What is your return policy?
What is your return policy?
If, for any reason, you are not completely satisfied with your order, you may return it within the first 30 days of shipment for a full refund or exchange - we even pay for the return shipping.
Free return shipping applies to customers worldwide and are limited to three per customer. Please note: there will be a $25 re-polishing fee if an engraved item is returned. To return an item, simply follow the Return Procedures listed below:
Contact our Customer Service department at 1-000-000-0000.
Advise the representative that you wish to return your order. Within one business day of your phone call, we will email you a prepaid, fully insured mailing label and instructions on how to safely and securely package your items.
Take your order and the label to the nearest chosen carrier location and simply mail it back to us! If you need packaging materials, the chosen carrier can assist you.
Your order should arrive in our office in two business days (excludes weekends and holidays).
All refunds will be processed within two weeks and done in the form of the original purchase method. Bank wires will be refunded via company check.
Improperly packaged items:
Items sent to our office without a RAN number, packages shipped beyond the 30-day return period, and packages that are improperly packaged or uninsured will be refused receipt.
Damaged and used items:
Returned merchandise must be undamaged and in "new and unused condition." Items showing obvious signs of wear or alteration by a jeweler other than The Altered Carbon will not be accepted.
Loose diamonds:
Loose diamonds must be accompanied by the original laboratory grading report or a $150 charge will be assessed to replace the certificate.
Eternity bands and tension rings:
Eternity bands and tension rings cannot be resized and must be completely remanufactured.
If you need to resize an eternity or tension ring outside the initial 30-day window, you will need to return your ring entirely. We will send the ring to the factory, who will inform us of the remanufacturing fee. In most cases, we are able to offer some credit toward the remanufacturing fee. The amount is not guaranteed and can vary, depending on the ring.
Special orders:
Special orders cannot be returned. A ring plus center diamond that we mount together - such as the Design Your Own rings - is not considered a special order.
Do you have an upgrade policy?
Do you have an upgrade policy?
Yes. Any natural diamond can be exchanged for 100% credit towards a new natural diamond valued at least 2x the original amount. Any lab grown diamond may also be exchanged for 100% credit towards a new lab grown diamond valued at least 2x the original amount.
The diamond being upgraded must be in original condition and accompanied by the original laboratory grading document. Altered Carbon can also remodel most rings to accommodate the new diamond for a minimal charge.
What is the latest time frame for returns and exchanges?
What is the latest time frame for returns and exchanges?
If you’re not completely satisfied with your purchase, you have the flexibility to return or exchange unused items. Please contact us within 30 days of the delivery date to initiate the return or exchange process.
What are the steps for returns and exchanges?
What are the steps for returns and exchanges?
To initiate a return or exchange, please email our after-sales service team to obtain a return authorization. They will provide you with detailed instructions, including specific steps to follow and important notes to ensure a smooth process.
How do I contact after-sales service for returns, exchanges, or warranty inquiries?
How do I contact after-sales service for returns, exchanges, or warranty inquiries?
For any returns, exchanges, or warranty-related queries, please reach out to our after-sales service staff by email. You can contact them at support@thealteredcarbon.com. Be sure to include relevant details, such as your order number and a description of the issue, to expedite the process.
Need Assistance?
If you experience any problems with our website or your order placed on this website, for example, editing the details of an order, including shipping, sizing, addresses, or cancellation, please feel free to send us a message by clicking the button below.
Virtual Appointment
See The Altered Carbon jewelry up close with a personal appointment. Explore engagement rings, diamonds, and fine jewelry in person through your device.
