Frequently Asked Questions
Contact us by email, WhatsApp, WeChat, phone, or in person at our atelier. Every channel is handled by the Since Love team, not an outsourced service, and the response times below reflect our actual performance.
Frequently Asked Questions
Orders & Tracking
How do I track my order?111
Every shipment includes a tracking link sent by email. You can also enter your order number on the Track Your Order page for a five-stage status view.
When will my piece arrive?
In-stock pieces ship within 2–3 business days. Made-to-order and custom pieces follow the lead time confirmed on your order.
Why has my tracking not updated?
Carriers often scan a parcel only at key transfer points. If tracking has not moved for more than 48 hours, contact us and we will open a trace with the carrier.
What happens if I am not home for delivery?
All shipments require a signature. The carrier will attempt delivery again or hold the parcel at a local facility for pickup.
Can I change my shipping address after placing the order?
Yes, if the order has not yet shipped. Contact us as soon as possible with the new address.
Do you ship internationally?
Yes. Duties and taxes are calculated at checkout for most destinations.
Can I order just a setting?
Yes. Settings can be purchased on their own if you intend to supply your own center stone.
Can I order just a diamond?
Yes. Loose stones are available with their independent certificate.
Do you have matching sets?
Many designs have a matching band. Contact us and we will send the options for your specific ring.
Can I send you my jewelry?
Yes, for resetting or remounting. We will confirm feasibility from photographs before you ship anything.
Is it possible to track the status of an order?
Yes, through the tracking link in your confirmation email or the Track Your Order page.
Can I make a phone order?
Yes. Call us during business hours and a specialist will place the order with you.
Do you have in stock jewelry?
Yes. In-stock pieces are marked as such and ship faster than made-to-order items.
How can I find a diamond that is not in your inventory?
Tell us the specifications you are looking for and we will source options from our partners.
Are all of your white gold rings rhodium-plated?
Yes. Rhodium plating is standard on white gold and can be refreshed as part of our care service.
Products & Materials
Are your diamonds lab-grown or natural?
We work primarily with lab-grown diamonds, and offer natural stones on request. Every center stone is independently certified.
Which metals do you offer?
18k yellow, white and rose gold, and platinum. We do not use gold-plated base metal or gold-filled construction.
Are colored gemstones traceable?
We only purchase colored gemstones that can be documented to a source we can verify.
Shipping & Delivery
How much does shipping cost?
Insured shipping is complimentary on all orders.
Is my package insured?
Yes. Every shipment is fully insured until it is signed for.
How is my order packaged?
Pieces ship in a Since Love box inside a discreet outer carton with no branding.
Merchandise Returns
How do returns work?
Thirty-day return window with a five percent restocking fee. Contact us to start a return and we will send a prepaid insured label.
What is not eligible for return?
Custom pieces and engraved items are non-returnable.
How long do refunds take?
Refunds are issued within five business days of the returned piece arriving and passing inspection.
About Since Love
Where are your pieces made?
Every piece is fabricated in our own atelier in the Shuibei district of Shenzhen.
How long have you been operating?
Our team brings more than twenty years of bench experience in fine jewelry.
Custom Design
How do I start a custom project?
Book a complimentary virtual consultation and a specialist will guide you through the process.
How many revisions are included?
The design moves through two structured revisions before production begins.
Post-purchase Services
Is resizing complimentary?
The first resize is complimentary within 30 days, subject to the design allowing it.
Do you offer cleaning and polishing?
Yes. Basic cleaning, polishing and rhodium refresh are complimentary for the life of the piece.
Account & Other
Do I need an account to order?
No. You can check out as a guest, though an account makes order tracking easier.
How do I update my details?
Sign in to your account, or contact us and we will update the order for you.
Discounts
Do you run promotions?
We price transparently rather than discounting seasonally. Any active offer is shown at checkout.
Do you offer trade pricing?
Contact us about trade and repeat-client arrangements.
Gifting & Packaging
Can you include a gift message?
Yes. Add your message at checkout and we will include a hand-written card.
Can the invoice be hidden?
Yes. Gift orders ship without pricing enclosed.
A quick-answer layer over the deeper documentation
The FAQ exists as a fast access layer over the operationally complete documentation that lives across our Promise board and Client Services pages. Each FAQ answer summarizes the key facts and links forward to the page where the full explanation is documented. This structure is deliberate: customers who need a quick answer get it without leaving the FAQ, and customers who want depth have a clear path to the substantive page.
If you find that a frequently arising question is not covered in this FAQ, the customer service team welcomes the suggestion. The FAQ is updated approximately quarterly based on the questions that produce the highest volume through customer service channels, which means questions that come up repeatedly tend to find their way onto this page within a reasonable window.
Five channels for reaching the customer service team
If your specific question is not covered by any of the FAQ entries above, or if your situation has nuances that the FAQ format cannot capture, the Contact Us page describes five channels for reaching the customer service team directly. Email is the default channel for substantive inquiries and produces a response within twenty-four hours during business days. WhatsApp is the fastest channel for international clients and time-sensitive matters, with response typically within thirty to sixty minutes during peak windows.
For Mandarin-language conversations, WeChat is the dedicated channel monitored by Mandarin-native specialists in our Shenzhen team. For situations where live conversation is meaningfully better than written communication, phone reaches a member of the customer service team directly during business hours. Each channel is monitored by a real member of the Since Love team rather than by an outsourced answering service, and the specialist who responds to your initial inquiry is the same specialist who follows up on subsequent messages.
For genuinely time-sensitive situations — a package not arriving in time for a proposal scheduled within twenty-four hours, a piece damaged in transit needing to be addressed before an event — mention "urgent" in the first message so the customer service team can prioritize. The team is empowered to make decisions in real time rather than escalate.
If the FAQ feels candid, that is intentional
The FAQ is written in the same voice the customer service team uses when answering these questions through email and WhatsApp. If you have read both, the consistency is by design rather than by coincidence. We believe that the institutional voice and the human voice should be the same voice, because anything else makes the brand sound calibrated for marketing rather than for genuine communication.
This means the FAQ occasionally tells you things that more polished competitor sites would prefer not to surface, including the operational reasons behind our policies, the limitations of our services, and the situations where an existing piece would serve you better than a custom project. We would rather be honest about all of this than perform the kind of careful brand-speak that erodes trust over time.
A note on the FAQ
The FAQ entries on this page are summaries of the operationally complete answers documented on the linked pages and in our Terms and Conditions. For matters governed by the Terms, the Terms control regardless of any informal description in the FAQ. Specific policies, prices, and timelines may be updated from time to time as our operations evolve, and the FAQ is updated approximately quarterly to reflect those changes. The Terms control as of the date the customer places an order. Read the full Terms at sincelovejewelry.com/terms or contact info@sincelovejewelry.com with any specific question this page does not answer.
