Frequently Asked Questions

  • I like a piece of your jewelry, but would you make a small change for me?
    Altering jewelry is not a simple matter. Most small changes require a lot of time and effort. If you'd like us to create a custom piece of jewelry, which we are specialists in, there is a $500 NON-refundable design fee that is applied.
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  • What if I want to return my order and I cannot find the certificate or appraisal?
    When you order a loose diamond, we ship it to you with the accompanying diamond grading report (also called a diamond certificate). These grading reports are lengthy, detailed documents created by diamond grading experts at highly-respected diamond laboratories — making it very expensive to replace a diamond grading report. Because of this, we require each diamond grading report to be included with each returned diamond.

    If you do not include both the diamond grading report and appraisal with your return, you will be charged a replacement fee.
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  • Can you laser inscribe my diamond for me?
    Many of our diamonds are laser inscribed. If you find a diamond you'd like to purchase but it does not have a laser inscription, we recommend that you purchase the diamond and send it to a diamond grading lab where they can inscribe the diamond for you.
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  • Can I buy from you if I live outside the United States?
    We will ship orders under $10,000 to APO and FPO addresses via USPS priority mail. Internationally, we can deliver loose diamonds and settings.
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  • What if I can't find the diamond I want on your site?
    If you're interested in a piece of jewelry that is currently on back order, call us and we can tell you when the item will be back in stock. Sometimes with the volume of orders we receive, an item can go out of stock before we're able to post notification to the site. If this happens, we will notify you personally so we can help you find another item.

    Infrequently, data may be inaccurately displayed on our site due to system errors. While we make every attempt to avoid these errors, they may occur. We reserve the right to correct any and all errors when they do occur and we do not honor inaccurate or erroneous prices. Our prices are also subject to change without notice. We apologize for any inconvenience that this may cause. If you have any questions, please do not hesitate to contact one of our diamond and jewelry consultants at 631-293-4500 or by contacting us through our email form.
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  • Can I view the diamond before it's set in a ring?
    If you prefer, you can view your diamond before it's set. Once you purchase and receive your diamond, send it back to us and we will set it in the ring you selected. We'll pay the shipping charges for delivery of your diamond, and your finished ring. View our Return Instructions.
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  • Will I be charged sales tax?
    Currently, sales tax is only collected on orders shipped to addresses in New York State.
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  • What if I want to return my order and I cannot find the certificate or appraisal?
    When you order a loose diamond, we ship it to you with the accompanying diamond grading report (also called a diamond certificate). These grading reports are lengthy, detailed documents created by diamond grading experts at one of two highly-respected diamond laboratories — making it very expensive to replace a diamond grading report. Because of this, we require each diamond grading report to be included with each returned diamond.

    If you do not include both the diamond grading report and appraisal with your return, you will be charged a replacement fee.
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  • What payment methods do you accept?
    Visa, Mastercard and American Express.
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  • Will I be liable for my diamond or jewelry while it is being shipped?
    We fully insure each order all the way to you. That means that when your order is in transit to you, shipment is always risk-free. For added security, it is our policy that a signature is required for all orders over $750, regardless of any signature waivers you may have with FedEx.
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  • Are your prices flexible?
    At Elsa Rings, we always offer the best value by providing the lowest possible price. All our prices are final.
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  • Will you deliver on Saturdays?
    If you cannot be available to receive your order on a weekday, we may be able to arrange for your order to be delivered on Saturday. FedEx Saturday Service, available in the vast majority of US cities, is subject to availability. If Saturday Service is unavailable in your area, we can arrange for you to pick up your package at the FedEx World Service Center nearest you. If you're interested in these services, call 631-293-4500 to speak to a diamond and jewelry consultant.
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    How can I order diamonds and jewelry?
    Shopping at Elsa is simple. As you browse the site, you can select items that you might want to purchase by clicking Add to Shopping Cart, found in the details page for each item. Adding to your cart does not mean you are obligated to buy anything! When you are done shopping, you use the order form to pick those items you really want to purchase and complete the order.
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    Is there a charge for shipping?
    Elsa offers FREE, safe, guaranteed shipping for any domestic purchase. Elsa uses FedEx for all domestic packages. To learn more about shipping, see our Shipping Policy.
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    What information is required on the order form?
    Like ordering from a traditonal catalog, we need the following information to fulfill an order that you want shipped to yourself:

    • Your complete name (first and last).
    • The street address to which the order is shipped.
    • The city, state and/or country to which the order is shipped.
    • Your zip code, if applicable.
    • Your tax jurisdiction (do you live in New York State?).
    • Your phone number.
    • Your email address.
    • The quantity of the items you've selected.
    • The preferred method of delivery.
    • A valid method of payment.

    To ship the order as a gift to a different address, we also need the following information:

    • The first and last name of the person to whom you want to send the order.
    • The person's complete address.
    • His or her phone number.

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    How do I know if you received my order?
    After you click Submit Order, you should receive a confirmation number. If you do not get a confirmation number, you should see a message at the top of the order form indicating why the order could not be processed. Correct the problem and click Submit Order again to send the revised information. If you still have problems, please contact us directly so that we can help you complete the order.
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    Why is my credit card number not being accepted?
    Most likely, you selected a method of payment that differed from the card number you entered. For instance, you might have selected Visa as your method of payment and then accidentally entered the credit card number from your MasterCard. You also may have entered an extra digit in the credit card number. Please check to make sure you entered the card number correctly and try again. If you still have trouble, please call 631-293-4500 between 10 am to 8 pm EST; Monday, Wednesday, Friday, Saturday. We'll help you complete your order by phone.
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    Why do I have to include my phone number and the phone number of the person to whom I want to ship my order?
    The phone numbers allow us to contact you if there's ever a question about your order. In addition, the shipping companies that Elsa Rings uses require the phone number of the intended recipient of the package so that they can contact them if there is any problem with the delivery.
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    Can I order by phone without using the order form at all?
    Yes! You can order by phone if you prefer. Just call 631-293-4500

    For more information please contact customer service at:

    631-293-4500 (toll free)

    Tuesday - 10:30am to 6:00pm

    Wednesday - 10:30am to 9:00pm

    Thursday - 10:30am to 6:00pm

    Friday - 10:30am to 6:00pm

    Saturday - 9:30am to 6:00pm

    Closed Sunday and Monday

    We'll be happy to take your order.
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