Absolutely. Every bespoke or modified project includes a detailed 3D CAD rendering for your approval. This ensures proportions and details are perfect before we move to the casting phase.

Most jewelry items are made to order and take approximately 4-6 weeks for production once a CAD is approved.

If you order a loose stone, please allow 10-14 business days from time of order to delivery. Overseas deliveries can take anywhere from 7-16 business days. Delivery details will be provided in your confirmation email.

Our 'Tweezer Video' is our radical transparency guarantee. We provide high-definition videos of your hand-selected diamond in natural light, allowing you to verify sparkle and light performance before your piece is ever cast.

As of January 1, 2026, JbC has transitioned to a Private Concierge model. This service provides direct access to the world’s finest lab diamonds at competitive wholesale pricing, replacing the traditional e-commerce 'blind-buy' with a human-led, expert experience.

Yes, we specialize in modern heirloom transformations. We can modify existing rings into new designs, such as a three-stone setting, or repurpose stones into new pieces like pendant necklaces.

Because each jewelry piece is uniquely handcrafted to your specifications, all sales are final. We work closely with you during the design process to ensure your piece is perfect before it’s cast.

If you have any questions or issues upon receipt of a custom item, then please contact us and we will work with you and stand behind our jewelry items.

Most stones can be returned but please contact us before you order to confirm a stone is returnable. The return window is based on the supplier so we can better provide directions if you contact us directly. Typically, you have to return a stone within 7-14 days of receipt.

For any inquiries regarding returns or exchanges, we invite you to contact us directly, and we shall endeavor to assist you with grace and efficiency.

Beginning March 1st, the following Return & Exchange Policy will take effect.

New Policy Overview

Custom & Made-to-Order Because most of our pieces are one-of-a-kind or custom-made specifically for you, custom orders are final sale and are not eligible for return or exchange. We work closely with you during the design process to ensure your vision is brought to life perfectly before production begins.

Ring Resizing We want your ring to fit perfectly. We offer one complimentary resize within 30 days of delivery, provided the design allows for it.

• Note: Additional resizes or major structural alterations may incur a fee.

Ready-to-Ship Items & Loose Lab Diamonds We understand the need to see a stone or piece in person. For ready-to-ship items and loose lab diamonds, we accept returns or exchanges within 7 days of delivery, provided the piece is unworn and in its original packaging.

How to Initiate a Return To start a return, please contact our concierge team at hello@jewelrybycleo.com.

• Items sent back without first requesting a return will not be accepted.
• If your return is accepted, we will provide a return shipping label and instructions.

Refunds & Restocking Fees Once we receive and inspect your return to confirm it is in original condition, we will notify you of the approval.

• Refunds will be issued to your original payment method for the purchase price, less a 5% restocking fee. This fee covers the original shipping cost and the return shipping label.
• Shipping charges are non-refundable.
• Please allow up to 10 business days for us to process the refund, though your bank may take additional time to post the funds.

Thank you for choosing Jewelry by Cleo to build the artifacts of your life. If you have any questions regarding this update, please don't hesitate to reach out.

You can contact via the message us button on the bottom right or through our contact page! We will be happy to assist you.