Terms and Conditions of Sale

Last updated November 2, 2026.

These terms apply when you buy from Love & Carat or use loveandcaratnewyork.com. Please read them before you order: placing an order means you accept them. Our returns and refunds, delivery, customs and duties and warranty policies form part of these terms, and our privacy notice explains how we use your information.

The Short Version

• Who you buy from: Love and Carat, LLC, a US company. We deliver to addresses in the United States only.
• Every stone is one of a kind and independently graded, and laboratory-grown stones are always described as laboratory-grown.
• Your order is confirmed when we email to say your stone has been secured, not when you pay.
• Prices are shown and charged in US dollars, and we pay the import duty on every order.
• Changed your mind? Start a return in your account: keep the item with a code for 15% off your next purchase, or send it back with its original certificate for a $69 restocking fee. A stone can't be returned without its certificate, under any circumstances.
• Nothing in these terms affects your legal rights as a consumer.

1. Who We Are

Orders delivered to the United States are sold by Love and Carat, LLC, a Delaware limited liability company with its office at 45 Rockefeller Plaza, 20th Floor, New York, NY 10111, USA (registered address 131 Continental Drive, Suite 305, Newark, DE 19713).

In these terms, "we", "us" and "our" mean Love and Carat, LLC, and "you" means the person placing the order.

You can reach us at concierge@loveandcarat.com or on +1 (914) 881 5116.

2. Using This Website

• You must be 18 or over to place an order.
• Keep your account details secure, and tell us straight away if you think someone else has used your account.
• Please don't misuse the site: no automated copying or scraping of our catalogue, prices or images, no attempts to disrupt or break into it, and no fraudulent orders or payments.
• We may suspend an account, or cancel an order and refund it, where we reasonably suspect fraud or misuse.

3. Our Stones and How We Describe Them

• One of a kind. Every stone we list is an individual stone with its own grading report. Many are held by our cutting and trading partners until you order. Very occasionally a stone sells elsewhere before we can secure it for you; if that happens we'll tell you straight away and give you a full refund or, if you'd like one, a comparable alternative.
• Grading reports. Our stones are graded by independent laboratories such as GIA, IGI, GCAL and HRD. A grading report is the laboratory's professional opinion at the time of grading, and another laboratory could grade the same stone slightly differently. We describe each stone exactly as its report does, and we don't regrade stones ourselves. Every certified stone has its report number laser-inscribed on its girdle.
• Laboratory-grown and natural. A laboratory-grown diamond has the same chemical, physical and optical properties as a mined diamond. We always describe laboratory-grown stones as laboratory-grown, and we never describe them as natural.
• Gemstones may be natural or laboratory-grown, and many natural gemstones are treated (heating sapphires and rubies is common). We state the origin and any treatment where the report or our supplier gives it.
• Photos and videos come from our suppliers' imaging or our own. Some are illustrative, for example a stone shown on a hand to give a sense of its size, and colours can look different on different screens. The stone you receive is the one described by its grading report.

4. Prices and Payment

• Prices are shown and charged in US dollars. Sales tax, where it applies, is added at checkout, which shows it before you pay.
• We deliver to the United States only and pay the import duty on every order; see customs and duties.
• Payment is taken on Stripe's secure checkout, and we never see or store your full card details. The payment methods available, which can include cards, Apple Pay, Klarna, Afterpay and Affirm, are shown at checkout.
• Pay later and instalments (Klarna, Afterpay, Affirm) are provided by those companies under their own terms. Whether to approve you is their decision.
• Higher-value orders. For orders of $2,000 or more, we may place an authorisation on your payment method and only take the payment once your stone has been secured and checked. If we can't secure it, the authorisation is released.
• Mistakes in prices or descriptions. If a price or description is clearly wrong, for example a stone listed at a small fraction of its value, we'll contact you before your order ships. We may cancel the order and refund you in full, even if we've already confirmed it.
• Promotional codes can be used once per order unless we say otherwise, can't be exchanged for cash, can't be added to an order after it's placed, and expire on the date shown. We may withdraw a code that was obtained or used improperly.
• Bundle savings. Bags of two or more items may save a percentage for each extra item, as the bag shows. The larger of a bundle saving and a code applies, never both.

5. Your Order

• Your bag. When you add a stone to your bag, we hold it for you for five minutes. If you don't check out in that time, it's released.
• Placing an order. When you place an order we email to say we've received it; this doesn't yet mean we've accepted it. We then secure your stone with our partner and check it.
• When the contract starts. Our contract with you begins when we email to confirm your order, usually within one business day. If we can't secure your stone, we'll tell you, you won't be charged or we'll refund you in full, and we can suggest similar stones.
• Checks. For some orders we may ask you to verify your identity or billing details before we confirm. We may decline an order if we reasonably believe it's fraudulent or if we can't deliver to the address given.
• Offers. You can make an offer on a stone, a piece of jewelry or everything in your bag. An offer is binding while it is open. You give a card and a delivery address, and nothing is charged. If we accept the offer, automatically or within the day, we charge that card the agreed price plus any sales tax and delivery, and your order is placed. You can withdraw an offer until we answer it. A counter we send stands for 48 hours and is charged only if you take it. An offer we decline, or one that closes unanswered, is never charged, and the card details you gave are deleted. An accepted offer doesn't combine with a code. Everything else in these terms applies to an order placed through an offer, returns included.

6. Delivery

• Every order is sent insured, with tracking and a signature on delivery. The delivery times shown at checkout and on your order are estimates. Loose stones usually leave us within one business day of arriving from the cutting house; made-to-order jewelry takes 2 to 3 weeks.
• If we can't send your order within the time we told you, we'll let you know and you can cancel for a full refund.
• We can only deliver to the address given at checkout, and we may not be able to change it after dispatch.
• Risk in your order passes to you when it's delivered, and it becomes yours once it's delivered and paid for in full.
• If your parcel arrives damaged or doesn't arrive, tell us straight away. Every parcel is insured and we'll put it right.

7. Cancelling and Returning

Our returns and refunds policy explains how to return an item from your account, the choice to keep it with a code for 15% off your next purchase, and when the $69 restocking fee applies.

No certificate, no return. A stone can only be returned with its original grading report (its certificate). We can't accept a return without it, under any circumstances.

8. Faults and Warranty

• Your legal rights. Everything we sell must match its description, be of satisfactory quality and be fit for purpose, and your state's laws protect you if it doesn't.
• Our jewellery warranty. Jewellery we make carries a lifetime warranty against manufacturing defects; see our warranty. It doesn't cover normal wear, damage from accidents or misuse, or alterations made by someone else.

9. Our AI Assistant and Phone Line

• The assistant on our website and the concierge who answers our phone lines are AI, not people, and they tell you so. When a person needs to take over, we'll carry on by email.
• They're there to help you shop. If anything they say differs from these terms, a product page or your order confirmation, those documents apply. If something they told you has caused you a problem, contact us and we'll put it right fairly.
• Conversations and calls are recorded and used to answer you, to improve our service and to train our assistant, as our privacy notice explains.
• Please use them only for questions about shopping with us. We may end a conversation that's abusive or unrelated.

10. Reviews and Content You Send Us

• Reviews on our site come from customers who bought from us. We may decline or remove reviews that are unlawful, offensive or off-topic, but we never edit a review to change its meaning.
• By submitting a review, you allow us to show it on our site and in our marketing.
• Photos you send us, for example of a piece you like, are used only to help you and aren't published without your permission.

11. Our Content

The website, its design, text, photography and software belong to us or the companies that license them to us; stone images and data come from our suppliers under licence. You're welcome to use the site to shop with us, but not to copy, scrape or republish its content.

Some articles in our Journal include videos from YouTube, which belong to the channels named under them. By watching them here you agree to the YouTube Terms of Service.

12. Our Responsibility to You

• To the fullest extent the law allows, our total liability to you for an order is limited to the amount you paid for it, and we aren't liable for indirect or consequential losses. Some states don't allow these limits, so they may not apply to you.

13. Events Outside Our Control

We're not responsible for delays caused by events outside our reasonable control, such as courier or customs disruption, strikes or natural disasters. If one affects your order, we'll tell you, and if the delay is significant you can cancel for a full refund.

14. Changes to These Terms

We may update these terms from time to time. The version in force when you place an order applies to that order.

15. Complaints and Disputes

• Please contact us first at concierge@loveandcarat.com. We aim to reply within two business days.
• If we can't resolve a complaint, we'll tell you in writing and let you know whether we'll use an alternative dispute resolution service.
• These terms are governed by the laws of the State of Delaware, without affecting the consumer protection laws of your state. You can bring a claim in the small claims court where you live.

16. General

• If a court decides that part of these terms can't be enforced, the rest still applies.
• These terms are between you and us. Nobody else can enforce them.
• We may transfer our rights under these terms to another business; this won't affect your rights.
• If we don't enforce a term straight away, we can still enforce it later.