Frequently Asked Questions
The jewellery industry can seem complicated, and it can often be hard to get answers to questions.
We created this FAQ to tackle the most common topics and questions, and help you get a simplified understanding of your jewellery. Please reach out to our customer service team if you can’t find an answer to a question you have.
If you can’t find the answer that you are looking for, please reach out to us: email@example.com
What if I’m not ready to complete the order?
You can always save your design within your account and come back to it later. You can even share your unique design to get feedback by generating a link and copying it into an email, WhatsApp, SMS, or any other channel of communications you prefer.
What do in-stock and made-to-order mean?
The shipping and processing times depend on the items you're ordering. The status of each product (in-stock or made-to-order) is indicated on the product page, as well as the estimated delivery time.
In-stock means it's in our facilities and ready to be shipped to you as soon as possible.
Made-to-order starts once your order has been placed. We handcraft your unique piece specially for you, and it takes about 3-6 weeks to process.
Can I speak to someone about my order?
Yes, of course! Our customer service team are ready to serve you with anything you need, so please get in touch and we will arrange a call.
How will I know if you have received my order?
Once you’ve completed the checkout process, you will receive an email acknowledging that your order has been received. We will approve your payment method, verify your delivery address, and confirm your order with our crafters. Once these checks have been completed, we will send you an email confirming your order.
I need a piece of jewellery ASAP; can you deliver it on time?
Please get in touch with us. We will try our best to rush your order. Alternatively, please browse our in-stock pieces.
Do you offer gift cards?
Absolutely! We offer physical and digital gift cards. Click here and choose either physical (which will be shipped in hard copy) or digital (which will be emailed directly to you) and select the value of the card. Both digital and physical gift cards are non-refundable.
Can you gift wrap the jewellery?
Yes! If you would like your unique piece to be gift wrapped, simply choose this option at checkout, and we will make sure that you receive beautiful wrapping, for you to place the unique jewellery piece into…after you have looked at it!
Is shipping free and where do you ship to?
We ship to the following countries:
- Czech Republic
- Faroe Islands
Shipping and returns are free and complimentary in Denmark.
Outside Denmark, we offer free shipping on all orders above 300 EUR. All of the listed product prices, delivery costs and other costs include Danish taxes and value-added taxes (VAT).
What should I expect in terms of delivery time?
Delivery speeds vary depending on the piece you choose and your delivery location.
Our general made-to-order production time is 3-6 weeks.
This indicates how long it will take our crafters to make your unique piece of jewellery. Once your order has been prepared and dispatched, delivery will take between 2 and 5 days to arrive with you.
What do your parcels look like (will my partner know it's from you)?
Our packaging is unbranded on the outside. As a result, it is secure and discreet at the same time.
Returns & exchanges
Can I return my jewellery?
Yes! We offer a full exchange or refund if the item is returned to us in unused and unworn condition within 30 days from the day you receive your piece.
Please note, upon assessment of your returned item, a discretionary re-polishing fee of 400DKK/55EUR may be incurred.
For hygiene reasons, earrings for pierced ears may not be tried on.
Kindly note, we cannot accept returns on customised pieces engraved at your instruction, set with a specific stone sourced for you, or produced in a non-standard length or finish.
All pieces must be returned with the original branded box provided, as well as any included documentation, and placed inside a protective outer box for shipping.
Refunds are issued to the original method of payment.
Do you offer bigger stone sizes for larger budgets?
Yes, we do. We will do our best to source the size of stone you’re looking for, and we’re happy to work with you to create your unique piece. Please get in touch with our customer service team to find out more.
Can I buy extra pendants for my existing pendant-style necklace chain?
All of our bezel pendant sizes can be bought separately, to build on your existing bezel pendant necklace design. If you are looking for a separate bezel style without a chain, please contact the customer service team, who will be able to assist you with options, prices, and estimated delivery time.
Can I choose a different length for my necklace chain?
All of our necklace styles include a solid 14k gold chain and come in three different lengths. If you are looking for either a longer or shorter chain length, please contact our customer service team who will be happy to assist you.
Can I design a bespoke piece of jewellery with longvé?
Yes, absolutely. We love hearing about your bespoke ideas and always hope to bring them to life with our customers. Reach out at firstname.lastname@example.org to discuss your dreams and ideas and to align on whether we can fulfil your wish.
Please note: All of our bespoke pieces are non-refundable.
We reserve the right to turn down requests if we believe it is not within our domain, or if we lack the resources to process the order.
How does the bespoke process work?
Please start by getting in touch and requesting an appointment with our customer service team, where you will can discuss the idea and the elements that make up your unique design. This can be done via a virtual appointment or through any of our other contact methods, such as WhatsApp.
If you have a particular budget to work with, we will be able to advise on such things as stone size and overall design, as well as ensure that we can work with your given budget. Please note that whilst we are committed to working with any given budget, we are only able to use 14k gold or white gold, lab-grown diamonds and natural diamonds and gemstones. We are unable to work with sterling silver/synthetic gemstones or glass.
Once we have an idea of your perfect bespoke piece, we will be able to provide pricing for you to approve. If approved, at this point we take either the full payment if your piece is below 10,000DKK/1350EUR, or a refundable deposit of 50% to begin creating your unique design in a computer-rendered image.
Once you are happy with the design, we will charge for the remaining amount due. At this point your piece becomes non-refundable, and we begin sourcing your diamond and/or gemstone and crafting your unique piece.
Your bespoke design will be shipped to you discreetly, insured and wrapped in beautiful longvé packaging.
How much does a bespoke design cost?
This varies depending on style, size and stone choice. However, we remain true to our brand promise to deliver fair prices to our customers whilst we consciously source the best quality materials with great responsibility. We are also more than happy to work within a particularly given budget.
How long does the design process take?
The design process very much depends on how many iterations are needed before we reach your final design and your choice of stone (and how easy this is to source for us). But typically, we hope to work in a 5-6 week lead-time of the design. Afterwards, it will be handcrafted by our brilliant goldsmiths and jewellers.
Can I make something bespoke out of something I already have?
At longvé, we are only able to work with diamonds and gemstones we have sourced ourselves, and precious metal that we know is not only recycled but up to the quality standards that we adhere to. We are unable to rework existing jewellery or set gemstones that we have not sourced ourselves.
Sourcing & quality
What quality metal do you use?
We use only 100% recycled 14 carat yellow or white gold, as we find it to best balance durability and purity for long-lasting quality.
What quality diamonds do you use?
Our diamonds are Top Wesselton/Wesselton, G-H colour and SI 1-2 clarity range. All of our diamonds are ethically sourced and adhere to The Kimberly Process. We offer both natural and lab-grown diamonds.
Are lab-grown diamonds real, like natural diamonds?
Lab-grown diamonds are chemically and physically identical, both starting as carbon seeds and pressurized to life. In fact, the Federal Trade Commission recently changed the definition of a diamond by removing the word natural, and the GIA grades them the same way.
How can you tell if they are lab-grown diamonds?
You can’t. Even specialised gemologists and seasoned diamond traders cannot tell the difference between lab-grown and mined diamonds with the naked eye. It takes specialist magnifying equipment that looks at the structure of atoms to notice any differences. Accuracy is never guaranteed, however.
Are lab-grown diamonds GIA certified?
Yes. Lab-grown diamonds are graded on cut, clarity, colour, and carat, just the same as mined diamonds. The GIA (Gemological Institute of America) and IGI (International Gemological Institute) are the key institutions to grade and issue certificates for lab-grown diamonds.
Are your gemstones natural or lab-grown?
Our gemstones are all unheated natural gemstones.
What are inclusions?
Inclusions are elements or characteristics that become part of gemstones during the natural formation process and are part of what makes every gemstone unique. Inclusions are a natural part of all gemstones and even the best gemstones in the world will have some.
How do you know your factories are behaving responsibly?
We have inspected each of the factories we work with and continue to do so regularly. Our factories are certified by the Responsible Jewellery Council, which is the only industry standard covering the entire jewellery supply chain.
How do you provide fair prices?
We oversee the whole production process of your piece of jewellery and export it ourselves to Denmark, where it is dispatched to you by our team. We closely follow the price development of gold and gemstones, to offer you an honest and fair-priced piece, every day of the year.
How do I take care of my jewellery?
Keep your 14 carat pieces shining and retain their patina for as long as possible by following our product care guide. A care guide is also included in each shipment, so you can keep it handy to refer to whenever you need a reminder.