Frequently Asked Questions (FAQ)
Products & Services
1. What types of jewelry do you offer?
We offer a wide selection of fine jewelry, including handcrafted rings, earrings, and pendants. Our primary specialty is personalization and custom design services. We can create bespoke pieces based on your ideas or sketches , modify existing designs , and provide high-precision laser engraving. We work with white, yellow, and rose gold, as well as platinum and sterling silver.
2. How can I verify the quality and authenticity of your stones?
Authenticity is our foundation. All diamonds and colored gemstones are accompanied by certificates from leading gemological laboratories. We require our sellers to provide certification from top-tier labs, including GIA, HRD, IGI, LGL, and AGS. Every stone undergoes a meticulous evaluation to meet international quality standards.
3. Do you offer jewelry appraisal or grading services?
Yes, our flagship store in Bangkok offers "Authenticity checks and certification" as part of our in-store services. While most of our items already come certified, we can provide consultation for your pieces.
4. Do you offer custom-made or bespoke jewelry design services?
Yes, this is one of our specialties. We offer extensive personalization options and welcome customer sketches and ideas. Our designers can refine your concept into a 3D model for you to preview. On average, a bespoke project takes between 4 and 8 weeks to complete.
Payments & Security
5. What payment methods do you accept?
We accept international credit and debit cards (Visa, MasterCard, AMEX), PayPal, and bank transfers. Payment must be completed in full before your order is shipped.
6. How secure is my online payment and personal information?
Your security is a top priority. Our checkout is secured with SSL encryption , and all card data is processed exclusively by certified, PCI-compliant payment providers. We do not store your full card details. All personal data is collected and processed in strict accordance with our Privacy Policy.
7. Do your products come with a warranty?
Yes. Every piece undergoes a strict quality control process. We offer a warranty that covers manufacturing defects. This warranty is valid for up to 6 months from the purchase date.
Shipping & Returns
8. Do you ship internationally, and what are the delivery terms?
Yes, we ship worldwide. Delivery usually takes between 5–15 business days. Once your order is shipped, you will receive a tracking number. Please note that customs duties, taxes, or import fees may apply depending on your country, and these charges are the customer’s responsibility.
9. What is your return and exchange policy?
You may return or exchange any eligible jewelry item within 30 calendar days from the date of receipt.
- Conditions: The item must be in its original, unworn condition, with all original tags, seals, and certificates (e.g., GIA, IGI, HRD) intact and included.
- How to Start: To initiate a return, please contact our customer support via email to obtain a Return Merchandise Authorization (RMA) number.
- Shipping: We will provide you with a prepaid, fully insured shipping label for your return.
- Exceptions: Custom-made or personalized jewelry is non-refundable. A replacement fee of $250 USD will apply if a gemological certificate (like GIA) is not returned with the item.
About Us
10. Do you have physical retail stores?
Yes, we are proud to offer an elegant physical store where you can explore our collection in person.
- Location: Our flagship store is located at 919/1 Si Lom Rd, Si Lom, Bang Rak, Bangkok 10500, Thailand.
- Hours: We are open Monday – Sunday from 10:00 AM to 6:00 PM.
- Appointments: To ensure personalized service from our specialists, we recommend booking a private appointment in advance.
11. How can I contact your customer support team?
You can reach us through several channels. Please note that different departments handle specific inquiries:
- For Returns & Exchanges: support@lotofjewelry.com
- For General Inquiries: info@lotofjewelry.com
- For Privacy & Sales Questions: sales@lotofjewelry.com
- Phone: +66 80 713 0700