If your question isn't covered here, you can contact us for further assistance.
General Questions
What types of diamonds and gemstones do you sell?
We specialise in loose lab grown diamonds that are IGI and GIA certified.
All lab grown diamonds are conflict free and indistinguishable from natural diamonds.
If there is a specific diamond or gemstone you are interested in send us your request!
How do I know if the diamonds are authentic and of true quality?
What is L'Cupids Hearts & Arrows?
L'Cupids Hearts & Arrows represents the pinnacle of diamond cutting precision and beauty.
This exceptional cut, provided by LABS by DECCLA, showcases a perfect symmetry of eight hearts when viewed from the pavilion and eight arrows when observed from the crown.
Each diamond in this collection exhibits the highly sought after Hearts and Arrows pattern as well as a Triple Excellent score.
What should I do if I have an issue with my order?
If you experience any issues with your order, please contact our customer support team immediately. We are committed to resolving any problems quickly and to your satisfaction.
Responses are usually achieved on the same day.
What is the Lifetime Warranty & Gaurentee?
LABS by DECCLA offers a lifetime warranty against manufacturing and material defects on jewellery pieces.
Visit our policy page for additional information.
Purchasing and Pricing
Do you price match diamonds?
We can match the price of any diamond with identical or very similar specifications found at any reputable online or physical retailer.
Depending on the diamond, we might even be able to offer a price that's 10% lower.
Contact us with your diamond request, and we will find a match with the same or comparable specifications.
How do I choose the right diamond for me?
Utilise our comprehensive search and price comparison features to find your perfect diamond.
To support your purchase decision, each and every diamond comes with a unique certificate number that you can cross check with relevant global diamond institutions such as IGI and GIA.
You can also view our comprehensive guide on the 4Cs (Cut, Color, Clarity, Carat) and other important information relating to sizing.
Why do some diamonds display sample images?
We prioritise delivering top-quality lab diamonds at the most affordable prices to you above all else.
While we strive for excellence in all aspects, there may be instances where images and videos are not yet available for certain diamonds.
All of our diamonds come IGI and GIA certified with certificate numbers.
In such cases, we encourage customers to refer to official IGI and GIA grading reports.
What payment methods do you accept?
We accept the following payment methods:
- Visa;
- Mastercard;
- American Express;
- AfterPay;
- Apple Pay;
- Google Pay;
- Shop Pay;
- UnionPay; and
- Paypal.
Do you offer Buy Now Pay Later or Afterpay?
Yes, we offer Afterpay as a buy now pay later payment method!
Afterpay is a payment service that allows you to make purchases now and pay for them in four interest-free installments, due every 2 weeks.
How does Afterpay work?
- At checkout, choose Afterpay as your payment method.
- If you're approved, you'll complete your purchase.
- You'll pay the first installment at the time of purchase.
- The remaining 3 payments will be automatically charged to your chosen payment method every 2 weeks.
- There are no additional costs if you pay on time.
Are there any discounts or promotions available?
Yes! We offer a Sign Up discount. You can also stay up to date with other promotions or offers via our newsletter emails or by following us on social media.
Why was I refunded my order?
Due to the unique nature and limited availability of our premium diamonds, there may be unforeseen circumstances that prevent us from sourcing the ordered item. In the unlikely event that we are unable to source the exact item that you have requested, you will be refunded for your order.
Should this occur, we will promptly notify you and issue a full refund, ensuring that your experience with us remains seamless and satisfactory.
We appreciate your understanding and are committed to helping you find the perfect diamond.
Shipping and Delivery
Do you offer free shipping?
Yes, all orders within Australia have free shipping included unless stated otherwise.
For more information on our shipping and delivery processes, please see Shipping & Delivery.
How long will it take to receive my diamond or engagement ring?
Shipping estimates based on your selection of items are provided in your cart. For loose diamonds, shipping estimates can also be found on each individual diamond's product pages.
Loose diamonds are typically be delivered within 1 to 3 weeks from purchase. Please see each individual diamond's product page for more accurate estimates.
As all of our Engagement Rings are bespoke and made on order, please allow an additional 3 weeks to craft.
Shipping times may vary depending on where you are located.
View further details on shipping and delivery, including our shipping time estimator, here.
How can I track my order?
Once you place your order, we'll send you an email with a link to check your order status anytime.
When your order ships, you'll get another email with a tracking number, so you can easily keep tabs on your package as it makes its way to you.
If you haven't received any order confirmations or you have any questions about your order status, you can contact us here.
Do you offer international shipping?
Yes, we ship internationally.
Shipping fees and delivery times vary by destination.
If you're placing an order from outside Australia, please note that you may be required to pay additional fees, such as customs duties and import taxes, upon delivery. These charges are determined by your country's customs authorities and are not included in our order costs. As the recipient, it is your responsibility to cover these fees. We recommend contacting your local customs office for more information on potential charges before placing your order.
For more information on international shipping, please see Shipping & Delivery.
Returns, Exchanges And Warranty
What is your return policy?
We offer a 30 day return policy for all loose diamonds. View our Returns Policy for more details.
Bespoke orders such as Engagement Rings and engraved jewellery are not eligible for change of mind returns. View our Returns Policy for more details.
Can I exchange my purchase for a different item?
Exchanges are available via initiating a return order and placing a new order. For more details, please see Returns & Exchanges.
What is the warranty policy?
LABS by DECCLA offers a lifetime warranty against manufacturing and material defects.
Visit our policy page for additional information.
Education and Resources
What are Hearts and Arrows diamonds?
Hearts and Arrows diamonds are precision-cut stones known for their exceptional symmetry and optical performance.
When viewed under special magnification, these diamonds display a pattern of eight symmetrical hearts from the bottom view and eight arrows from the top view. This pattern results from meticulous cutting and alignment, ensuring maximum brilliance, fire, and sparkle.
Hearts and Arrows diamonds are typically priced higher than non-Hearts and Arrows diamonds, reflecting their superior quality and rarity.
However, it's important to note that not all Hearts and Arrows diamonds are graded as Triple Excellent (the highest cut grade), so it's essential to check the specific cut grade of each diamond to ensure it meets your desired standards.
LABS by DECCLA presents L'Cupid's Hearts & Arrows which combine both Triple Excellence with Hearts and Arrows.
What are Triple Excellent (Triple X) diamonds?
Triple Excellent diamonds are diamonds that have received the highest grade of "Excellent" in three critical aspects of cut: cut grade, polish, and symmetry.
A diamond with a Triple Excellent rating has been expertly crafted to maximize its brilliance, fire, and scintillation, resulting in exceptional light performance and visual appeal.
These diamonds are highly prized for their superior craftsmanship and are often more expensive than those with lower ratings.
However, it’s important to note that not all Triple Excellent diamonds exhibit the same level of optical precision or beauty, as other factors like proportions and angles can still vary.
LABS by DECCLA presents L'Cupid's Hearts & Arrows, which combine both Triple Excellence with the stunning Hearts and Arrows pattern for the ultimate in diamond quality and beauty.
What is BYOD (Bring Your Own Diamond)?
BYOD refers to sourcing your own loose diamond and bringing it to your jeweller of choice.
The rising trend of BYOD allows for more control and customisation. Loose diamonds sourced from the right supplier can come in significantly cheaper and at a greater quality tier.
What are the 4'Cs of Diamonds?
The 4Cs of diamonds - Cut, Colour, Clarity, and Carat weight - is essential for making an informed purchase.
This comprehensive guide, based on the International Gemological Institute (IGI) standards, explains each characteristic in detail, helping you evaluate and choose the perfect diamond.
Which lab grown method is better (CVD vs HPHT)?
Both CVD and HPHT have their unique advantages.
CVD can achieve exceptional purity and clarity but can come at a higher price tag.
Which diamond grading institution is best (IGI vs GIA vs AGS)?
Each insitution has it's unique advantages. For lab grown diamonds, the Interntional Gemonology Insitute (IGI) is the leading global certifier.
Why are lab grown diamonds growing in popularity?
Lab grown diamonds are indistinguishable from natural diamonds and come at a fraction of the price, without the ethical concerns around sourcing.
Are lab grown diamonds more ethical and sustainable than natural diamonds?
Yes! Natural or mined diamonds are under scrutiny for their unethical and environmentally-damaging processes.
DECCLA is a strong supporter of lab grown diamonds and the sustainability upsides that they represent.
