Contact Us
Contact us by email, WhatsApp, WeChat, phone, or schedule a private consultation with our team. Every enquiry is handled directly by Since Love specialists, not an outsourced service, with response times based on our actual service standards.
Choose the channel that suits how you prefer to communicate
The channels below are not generic options; they are the actual communication paths through which the Since Love team conducts customer service operations. WhatsApp is particularly important for international clients in Asia, Europe, and Latin America, where the platform has higher daily engagement than email. Each channel has different response time characteristics, different best-use cases, and different operational hours.
Email is the default channel for substantive inquiries
Email is the channel we recommend for any question that requires a written record, references documentation, or includes attached photographs. The customer service team responds to all email within twenty-four hours during business days, with most responses arriving within four to eight hours. Email is checked seven days a week, with reduced response times on Sundays and major holidays.
Email is also the channel we use for sending order confirmations, shipping notifications, certificates of authenticity, and follow-up communications after virtual consultations. If you have not received an expected email from us, the most common cause is the message being filtered to your spam or promotions folder; check there before assuming the message did not arrive.
WhatsApp is the channel for international clients and quick exchanges
WhatsApp is the primary communication channel for clients outside North America, particularly in Europe, Asia, Latin America, and the Middle East where WhatsApp has higher daily engagement than email. The team responds to WhatsApp messages within four hours during operational hours, often within the hour for messages received during peak business windows. WhatsApp is also where we send time-sensitive operational updates such as same-day shipping confirmations and consultation reminders.
WhatsApp supports voice messages, photographs, and video, which makes it particularly useful for quick visual questions like ring sizing photographs, comparison shots between options under consideration, or short voice questions where typing would be cumbersome. Voice and video calls over WhatsApp are also available as a contact mode for clients who prefer audio over text.
Phone is the channel for live conversation, reserved for substantive matters
Phone is the right channel for situations where live back-and-forth is meaningfully better than written communication, such as discussing complex custom design directions, navigating an order issue that requires real-time problem-solving, or handling a sensitive matter where written communication would feel transactional. Calls are answered live during business hours by the customer service team rather than by an automated system or external answering service.
Outside of live hours, calls roll to voicemail with a callback commitment within twenty-four hours. For non-urgent inquiries, email or WhatsApp typically produces faster response than leaving a voicemail because the channel is monitored more frequently and does not require a callback to reach you. Phone is best reserved for situations where the conversational nature of the call is itself the point.
In-person visits at our Shenzhen atelier are available by appointment
Our atelier in the Shuibei district of Shenzhen accommodates client visits by appointment for clients who are traveling through southern China or who specifically wish to see the bench operation in person. Appointments are scheduled with a one-week advance notice so that the appropriate specialist is available and the relevant pieces or designs are prepared. Visits typically run ninety minutes and include a tour of the bench, a meeting with the team working on your specific project if applicable, and time to view the finished pieces in our showroom.
Showroom visits are most valuable for clients with active custom projects who want to see the wax model or finished piece before shipment, for clients considering a particularly substantial purchase who want to evaluate stones in person, and for international clients combining a Shenzhen visit with broader travel in the region. Most virtual consultations do not require an in-person follow-up; the showroom is offered as an option rather than as a step in the standard process.
Luohu, Shenzhen, China
The person you reach is the person who works on your project
Every channel listed on this page is monitored by a member of the Since Love team rather than by an outsourced customer service vendor or chatbot. The customer service team is structured around continuity rather than ticket throughput, which means the specialist who responds to your initial inquiry is the same specialist who follows up on subsequent messages, who joins your virtual consultation if you book one, and who continues to be your point of contact through fabrication and delivery if you proceed to an order.
This continuity matters because it eliminates the repeated context-setting that customers experience at most luxury brands, where each new inquiry is handled by a different representative who needs to be brought up to speed on the customer history. At Since Love, the second message you send to your specialist begins where the first message left off, regardless of whether days, weeks, or months have passed between them.
Channel availability and response times
The table below shows each channel's hours and response times, listed in Eastern Time or Beijing Time where applicable. You can convert them to your local timezone using any standard timezone tool
Response within 24 hours; typical 4–8 hours during business windows. Reduced weekend monitoring.
Response within 4 hours; typical 30–60 minutes during peak windows. Active seven days.
Response within 4 hours, conducted in Mandarin by Shenzhen team. Active seven days Beijing time.
Live answer during business hours. Voicemail callback within 24 hours outside live hours.
Mon–Sat 10 AM – 6 PM Beijing. Booked through email or WhatsApp.
Most Common Questions Have Published Answers
If your question falls into one of the categories below, the linked pages provide clear answers faster than waiting for customer service. We’ve created these resources based on the questions we receive most often, giving you a simple self-service option whenever you need it.
Real-time tracking with five-stage status display, carrier information, and signature status. Sample view available without an order number.
Thirty-day window, five percent restocking fee. what is and is not eligible. Custom and engraved pieces are non-returnable.
First resize complimentary within 60 days of delivery. Eligibility checker walks you through the four conditions in under a minute.
Book a complimentary virtual consultation with a specialist. Six service types, six platforms, English or Mandarin.
One-year structural warranty, lifetime complimentary basics, what is and is not covered. Magnuson-Moss compliant.
Browse or search the FAQ across orders, products, custom work, post-purchase services, and shipping. Most questions answered.
For genuinely time-sensitive situations
If your inquiry is genuinely time-sensitive — a package that has not arrived in time for a proposal scheduled within twenty-four hours, a piece that has been damaged in transit and needs to be addressed before an event, or any other situation where standard response times will not work — WhatsApp is the fastest channel and is monitored fifteen hours per day. Mention "urgent" in the first message so the customer service team can prioritize the response. We do not artificially slow down response on urgent matters, and the team is empowered to make decisions in real time rather than escalate.
A Relationship Built Around Every Piece
Every Since Love creation begins with a personal conversation. Our jewelry specialists combine expertise in diamonds, craftsmanship, and design to guide you through every decision — from selecting the right stone to creating a piece that reflects your story.
Whether you are choosing a meaningful gift, designing a custom piece, or caring for jewelry you already cherish, our team provides thoughtful support at every stage. With dedicated service and lifetime care, we are committed to preserving the beauty and significance of every Since Love creation.
Our team is available to assist with diamond selection, custom jewellery inquiries, order support, and after-sales services.
Appointments are available for diamond consultations, custom designs, and collection viewings. Please contact our team in advance to arrange your visit.
A Note On Our Service
At Since Love, every inquiry is handled with care by our dedicated team. Whether you are seeking product information, design guidance, or after-sales assistance, we are committed to providing thoughtful support throughout your experience.
As each request may require different levels of attention, response times can vary depending on the complexity of the inquiry and current service volume. Our team will review your message carefully and assist you as soon as possible.