Frequently Asked Questions
Orders, Payment & Shipping
What are the accepted payment methods?
We accept all secure payment methods, including PayPal, Amex, and debit cards. Bank transfers are also accepted; email us at bespoke@kimai.com for more details. For flexible payment options, we accept Klarna, allowing you to split payments over a few months for orders up to £5,000 in the UK, $10,000 in the US, and €2,000 in Europe. Additionally, we offer Alma for EU and French orders, available for amounts up to €4,000.
Where do you ship to?
Kimaï ships worldwide (excluding Russia and China).
How are duties and taxes handled?
For orders being shipped to the UK, US, EU, Switzerland & Australia- all import duties and taxes have been included in the final price so you won’t have to pay for anything additional upon arrival. Please note that as we don't charge sales tax you might need to pay state use tax on this purchase in the US. For the rest of the world, some taxes and duties might be charged by the delivery company on our jewelry pieces.
Can I track my package?
Once your jewelry has been packed and ready to ship, you will receive an email from us with your tracking number. If it says your order has been delivered but it’s not with you, please contact us at info@kimai.com with your order number and we’ll get on it.
Where do orders ship from?
All UK orders are shipped from London. And all other orders are shipped from Antwerp, Belgium via DHL Express.
How much does shipping cost?
Shipping costs vary from 19.99 to 49.99 depending on the country it’s being shipped to.
When will my order arrive?
If the items are in stock they'll be shipped within 7 working days. Due to the made to order nature of most of our jewelry, some can take up to 3 weeks to be shipped. Check out the product page for availability and estimated delivery times for specific pieces. For the holidays, we're doing our best to ship everything so you have it on time for the celebrations.
Engagement rings take 6 to 8 weeks to be shipped. Ready-to-ship engagement rings are rings we have in stock and can therefore ship within 10 days.
Can’t wait that long? Contact us at info@kimai.com and we’ll do our best to speed up the process.
Does my order require a signature upon delivery?
Yes, we ask for a signature to make sure your jewelry arrives safely.
Do you offer next day delivery?
For deliveries in the UK and Europe we can ship in 48h as long as the product is in stock. If you need a quick delivery, please reach out to info@kimai.com with your order number and request. For the US and international deliveries it might take 3 to 4 working days.
Do you deliver to PO Box addresses?
Unfortunately not, as we require a signature upon delivery for all orders.
Can I collect my order in your London store?
Absolutely! If the item is available in our London store you can select the ‘Pick Up’ option at checkout. Simply bring your order confirmation and a valid ID to collect.
Can I change/cancel my order?
We can change your order as long as it hasn’t already been shipped to you. For personalized or bespoke items we would need to make sure the order hasn't gone through production yet. Contact us at info@kimai.com with your order number as soon as possible.
Can’t see the option for same day delivery or collection?
If collection option isn’t available at checkout this is because the item isn’t currently in stock in store. You can still however shop for normal delivery.
I live in the US. Will I be charged import taxes and duties upon delivery?
No, all import duties and taxes are included in the final price displayed at checkout, so you won’t need to pay anything extra upon delivery.
Holiday's Order Policy
Can I return or exchange on sale products?
Of course – for the holidays, we have extended our return policy to 5 weeks.
Please note that not all items are returnable or refundable. Some pieces (including all our rings) are made to order and therefore cannot be returned. We cannot accept returns on rings or personalized pieces – for these products, all orders are final.
Check our return policy on each product page to know if your item can be returned.
Will I get my piece before Christmas?
We know how important it is to get your orders before the holidays so we’re working extra hard to make it happen.
Have a look at our product pages for lead times, some products can be shipped within a week.
For made to order pieces, place your order before Monday 2 December to get it on time.
Orders placed after these dates will be processed as soon as possible but due to the busy season we can’t guarantee it will arrive on time. If this is an urgent order please get in touch with us at info@kimai.com and we can advise or send over a gift card so that you have something to put under the tree.
Do you have an extended return policy for the holidays?
To help you shop with confidence this season, we’ve extended our normal return window. Any purchases made online or in-store between the 25th of November and the 25th of December can be returned up to 5 weeks after purchase. For purchases made from 26th December onwards, our normal returns policy of 14 days will apply.
Not all pieces are returnable or refundable. Check our returns policy on each product page to know if your product can be returned. Some pieces are made to order and therefore can not be returned.
I want to buy a made-to-order piece for Christmas but the current processing time is too long. Can I get this faster?
For made to order pieces we advise placing your order on or before Monday the 2nd of December to get it on time for Christmas. After this date please get in touch with the team at bespoke@kimai.com and we can see what we can do. In the case that it won’t make it on time we can send over a physical gift card to gift on Christmas.
I received a complimentary gift card with my order holiday order, how do I redeem it?
To redeem your gift card simply add your products to the basket and enter your code in your basket or at checkout. Please note that only one code can be used per transaction and these can’t be applied retrospectively. The gift card will expire on the 14th of February 2025.
I received your complimentary gift card, when does it expire?
Gift cards received during our gifting season can be used up until the 14th of February 2025.
Returns & Exchange
What is your return policy?
Conscious consuming is about being 100% sure. If you’re not, you have 14 days, starting from the day after you receive your package, to send your order back. To help you shop with confidence this holiday season, we’ve extended our normal return window. Any purchases made online or in-store between the 25th of November and the 25th of December can be returned up to 5 weeks after purchase. For purchases made from 26th December onwards, our normal returns policy of 14 days will apply.
Not all pieces are returnable or refundable. Check our returns policy on each product page to know if your product can be returned. Some pieces (including all of our rings) are made to order and therefore can not be returned.
What is your exchange policy?
Seen something else you prefer? We can arrange an exchange as long as you’re happy to cover the cost of the return of the original order, delivery of the new item and additionally the price difference of the pieces if needed.
Unfortunately, we can’t accept returns and exchanges for rings, customized or bespoke pieces. We can resize it if the size isn't correct.
How do I return an item?
Drop us an email at info@kimai.com with your order number and reason of return, and we’ll send a return label your way. Please pack your item in the original packaging, making sure it's sealed well with the label clearly attached. Then drop it off at a DHL drop off location or schedule a pick up through the DHL website.
My piece is engraved. Can I return or exchange it?
Unfortunately, we cannot accept returns or exchanges for engraved pieces, as they are considered customized and uniquely made for you. If you have concerns about the piece, please feel free to contact us at bespoke@kimai.com, and we’ll do our best to assist you.
I bought a ring. Can I return or exchange it if it doesn’t fit?
Unfortunately, we cannot accept returns or exchanges on rings, as they are considered customized and uniquely made for you. However, if the ring is not an eternity band, we may be able to resize it (up to 3 sizes up or down). If you have concerns about the piece, please don’t hesitate to contact us at bespoke@kimai.com, and we’ll do our best to assist you.
Are returns free?
Our returns aren’t free as you’ll be charged the shipping fee for the delivery and return of your order.
Can I return a bespoke/customized item?
Unfortunately, no. Since our bespoke and customized jewelry pieces are uniquely made just for you, we cannot accept returns or offer refunds. However, we may be able to resize some of our designs or make slight changes to the pieces if needed. Simply get in touch with us at bespoke@kimai.com.
Customized pieces include those that have been engraved or rings made to a specific size.
When will I receive my refund?
Once we’ve received and processed your return we’ll be in touch to let you know your refund is on its way. It can take up to 5-10 business days for us to process your return.
Can I exchange a product on sale?
Yes, simply get in touch at info@kimai.com with the product you’d like to exchange it for and we’ll make it happen. Please note that any price difference and shipping costs will apply.
We cannot exchange rings or any personalized or engraved pieces.
Size & Fit
What’s my ring size?
Not sure about your ring size? You can still order your ring! Just select the ‘Order free ring sizer’ option on the product page and we will ship you a ring sizer by post so that you can measure your finger and get your exact size.
Once you know the correct size, send us your information by email and we’ll make sure it’s a perfect fit!
Do your necklaces come in different lengths?
Yes! You can find the length of all of our necklaces on the product page. If you require a custom length, please contact us at info@kimai.com with your order number and request, and we will be happy to assist you.
Do your bracelets come in different lengths?
Yes! You can find the length of all of our bracelets on the product page. If you require a custom length, please contact us at info@kimai.com with your order number and request, and we will be happy to assist you.
Can you adjust the length of Kimaï necklaces and bracelets?
Yes, we can! Feel free to contact us at info@kimai.com after placing your order. Mention your order number and request, and we will provide you with a quote for the additional length.
Please note that if you wish to adjust a piece after receiving it, this is possible, but only for pieces on chains. Bangles are not resizable.
How can I get my ring resized?
Simply email us at info@kimai.com with your order number and instructions on how you would like the ring changed and we’ll arrange a return for resize. At the moment, we do not cover the shipping cost for a resize unless it’s an engagement ring.
Due to the complexity of some of our designs, some styles are impossible to resize and are made to the size ordered. Please check the individual product pages to check a specific design.
I want to purchase a bangle. How do I determine my size?
If you're unsure about your size when placing your order, please select "I don't know my size yet." You can confirm your size via email once you have it.
Please refer to our sizing guide and wrist measuring guide below to ensure you select the correct size.
Engagement Rings
Do you offer resizing?
We offer one free resizing for our engagement rings, and the delivery fee is included in the service.
Where do you make your rings?
All our engagement rings are handmade in Antwerp, Belgium.
Where do Kimaï diamonds come from?
We work with trusted labs around the world that we visit on a regular basis and that use renewable energy.
Can I buy a setting or a diamond separately?
Unfortunately not. We take great pride in the quality of our diamonds and craftsmanship of our settings and have curated a broad collection of rings and wedding bands to meet the style and preferences of our customers. We do offer a bespoke service, for this, please visit our bespoke page.
Does my diamond come with a certificate?
Yes, every engagement ring comes with a complimentary IGI certificate. Upon special requests we can source a GIA certificate for you at an extra fee.
How do I figure out the ring size?
Just select the ‘Order free ring sizer’ option on the product page and we will ship you a ring sizer by post so that you can measure your finger and get your exact size.
Once you know the correct size, send us your information by email and we’ll make sure it’s a perfect fit!
Can I engrave a message on the ring?
Of course when placing the order there’s an option to add engraving.
Are all ring sizes listed online?
Most of our ring sizes are online. However we do offer a complementary bespoke service - so contact us if you’d like us to design a ring together or if you're looking for a different ring size.
I can’t find what I like online - can you make something different?
Yes, check out our Bespoke page for more details on our service or send us an email at bespoke@kimai.com with your ideas and we’re happy to work something out with you.
How do I know how a diamond will look?
Simply email us at bespoke@kimai.com and we can send over videos of different stones. Alternatively we could schedule a call with you to show you the different diamonds if you’re hesitant. Book an appointment here.
Do you offer returns or exchanges?
Every piece is made to order and we therefore cannot accept returns or refunds. We can though make some changes to the existing ring at an extra cost and resize for free.
Will I be charged duties or taxes upon arrival?
Kimaï covers all taxes and duties for UK, EU, US, Switzerland and Australia deliveries. For any other country, taxes and duties might apply upon delivery.
How do you deliver?
DHL express - the package needs to be signed for.
Can I pay in a few times?
You can use Klarna or email us at bespoke@kimai.com for bank transfer - however we are unable to ship until full payment is received, if it’s bank transfer.
Can I make a bank transfer?
Yes please email us at bespoke@kimai.com for more information.
Are there any hidden charges?
All fees are covered by Kimaï for UK, US, Canada, EU or Switzerland deliveries.
How much does shipping cost?
Shipping is on us for engagement rings orders.
How long do I have to cancel an order?
If you need to cancel an order you must email us within 24 hours of order placement. Many pieces are custom made and once production begins they cannot be canceled or returned.
Can I have something rushed?
Yes, we will always do our best to get your order to you as soon as possible. You can email us at bespoke@kimai.com if you have a special date you need your items for.
When can I expect to receive my ring?
Rings can take between 4 to 6 weeks after the order has been placed. If you need your ring faster please email us at bespoke@kimai.com.
Do you ship internationally?
Yes! We ship worldwide.
How can I find out the status of my order?
Email us at info@kimai.com with the order number you received with your confirmation email and we will get back to you as soon as possible with an update.
What if my ring breaks?
If for any reason your ring is damaged due to manufacturing, we’ll repair or replace it, no questions asked. We believe in pieces that are made to last a lifetime so, if after two years, your ring has sustained any damage or needs a repair, we will be happy to fix it and you will be charged the cost of repair plus shipping.
What is an IGI certificate?
The International Gemological Institute (IGI) is a leading third party diamond grading organization. Each IGI certificate is unique to your diamond and provides a diamond identification number that is laser-inscribed in your diamond. Check out our learn page for more info.
I want to see the pieces in person. Is it possible?
Yes! You can visit us in our London store, at 24 chiltern street. You can book a spot here.
Alternatively, we do have private appointments in Paris and the US from time to time. Reach out at bespoke@kimai.com for more information.
Retail and Private Appointments
Do you have a physical retail store?
We now have a London store at 24 Chiltern Street, London W1U 7QE
Can we find you at any retailers?
You can find selected pieces from our collection at Net-A-Porter, Browns and Nordstrom.
I want to try the pieces on in person. Can I book an appointment?
Yes, please book an appointment at our London store here.
Do you ever host appointments or trunk shows in other cities than London?
Yes ! Please reach out to bespoke@kimai.com as we do host private appointments in the US, Belgium and France. And if we get requests for another specific city we will consider based on demand.
Gift Cards
Do gift cards come with an expiration date?
No, all of our gift cards can be used indefinitely until the voucher has been fully used.
Do you offer physical gift cards?
At the moment we do not offer physical gift cards but if you have a special request, please do reach out and we might be able to assist.
Can the digital gift card be sent directly to the person I’d like to gift?
Unfortunately not, the gift card will be sent to the person who places the order. That being said, you can forward him or her that email.
Can I get a refund on my gift card?
Our gift cards are non refundable.
Materials & Craftsmanship
Can I create a bespoke piece of jewelry that isn't an engagement ring ?
Yes of course, simply get in touch at bespoke@kimai.com with your request and we’ll be able to assist you.
What materials do you use for your jewelry?
At Kimai, we exclusively use high-quality, low-impact materials for all of our rings, necklaces, bracelets, and earrings. That means solid, 18-karat recycled gold and lab-grown diamonds. Our men's bracelet are made with solid 14K recycled gold.
What does recycled gold mean?
We use 100% recycled gold, derived from recycled 18K gold old jewelry (and 14K for our men's bracelets).
Why 18-carat solid gold?
18K gold consists of 75% gold and it has the highest amount of pure gold in accessible materials. 18K gold is also very hard to tarnish, damage or stain and so it is the best quality for cost.
Why recycled gold?
According to the Gold Standard Institute, there is already more gold circulating above Earth than we will ever find in current or new mines. So rather than pollute unnecessarily by mining for gold, we use only recycled gold to help protect our planet.
Is recycled gold cheaper?
Recycled gold is not cheaper, as the price of gold is set based on market value.
Does gold fade?
Our gold will not fade, as it is solid gold. However, gold plated jewelry will fade over time, and affect the color of the jewelry. At Kimaï, we specifically use 18K solid gold (and 14K for our men's bracelets) to provide our clients with high quality pieces of jewelry that resist time, and can be passed onto generations.
Why lab-grown diamonds?
Our diamonds are created using cutting-edge technology that replicates natural growing conditions in a lab. This results in diamonds that are chemically and physically identical to ones that come from mine — but with a lower environmental impact. Learn more about the process here.
Are lab diamonds real diamonds?
Lab diamonds are real diamonds, identical in chemical composition to mined diamonds. Not even an expert gemologist is able to tell a lab-grown diamond apart from a mined one. Learn more about the various qualities of a diamond (which are the same whether it’s lab-grown or mined!) here.
Are your diamonds independently certified?
Yes, GIA, HRD, and IGI all grade lab-grown diamonds and all four pieces featuring a diamond above 0.5ct come with one of these certificates. At Kimaï, we mostly use IGI grading. We can get larger stones a GIA or HRD certificate on request.
How do you clean Kimaï's jewelry?
The easiest way to clean your Kimaï jewelry at home would be to fill a bowl with 2 cups warm water and several drops mild dish detergent. Soak your jewelry in the solution for 15 minutes. Scrub the gold jewelry with a soft baby toothbrush or a cotton swab then rinse it with water.
Care & Composition
What should I do if my jewelry breaks?
Don’t panic – it happens to the best of us. And we can help you get it fixed. Contact us at info@kimai.com for more details.
Will my Kimaï jewelry fade or wear away?
No, because we use solid 18K gold (and solid 14K for men's bracelets) instead of gold plating. Gold plating can wear away over time, revealing the metal below it and affecting the color of the jewelry. At Kimaï, we specifically use solid gold to provide our clients with high quality pieces of jewelry that resist time, and can be passed onto generations. If you do have any issue with your piece do get in touch at info@kimai.com
Can I wear my Kimaï jewelry in water?
Yes! All our pieces are made with solid 18K gold (and solid 14K gold for our men's bracelets) so there's no harm wearing them in water. Water will not damage the metal nor will the pieces discolour.
Our Warranty
Jewelry for life
Should your piece suffer a breakage due to manufacturing defects we are committed to repairing it at no cost to yourself. We will also replace any lost stones up to 0.15ct once.
If your piece has sustained accidental damage we will be happy to still help ensure your piece looks as good as new. We can either fix or polish your jewellery and you will be charged the cost of repair plus shipping.
Please refer to our Care & Composition FAQ for tips on how to care and store your Kimaï pieces.
Our warranty does not cover
General wear and tear or damage from improper use or storage
Loss and accidental damage
Items that have been altered or repaired by another jeweller
Loss of stones larger than 0.15ct
Handmade craftmanship
Due to the handmade nature of the jewellery, please note that slight variations in form and material are the work's unique character.