Frequently Asked Questions
Orders & Shipping
Where do you ship to?
Kimaï ships to the UK, Europe, the US and internationally (excluding Russia).
Where do orders ship from?
We ship all orders from Antwerp, Belgium via DHL Express.
How much does shipping cost?
Shipping varies from $9.99 to $29.99 depending the country it’s shipped to.
When will my order arrive?
All our jewelry is made to order. It takes us about 7 working days to make most pieces - though bespoke or customized orders might take longer. Then, once we’ve handed your order over to our shipping partner, it will take one or two working days to be delivered.
Can’t wait that long? Contact us and we’ll do our best to speed up the process.
How are duties and taxes handled?
If your order is shipping to the UK, US or EU, we include all duties and taxes in the final price so you won’t have to pay for anything separately or on arrival.
If you’re ordering to another country, you may have to pay taxes and duties upon delivery.
Does my order require a signature upon delivery?
Yes, we ask for a signature to make sure your jewelry arrives safely.
Do you deliver to PO Box addresses?
Unfortunately not, as we require a signature upon delivery for all orders.
Can I track my package?
You can track your Kimaï order anytime on DHL Express. If it says your order has been delivered but it’s not with you, please contact us and we’ll get on the case.
Can I change/cancel my order?
We can change or cancel your order as long as it hasn’t been shipped. Contact us with your order number as soon as you can.
Returns & Exchange
What is your exchange policy?
Seen something else you prefer? We can arrange an exchange as long as you’re happy to cover the costs of the return for your original order and delivery of your new one. Contact us to kick off the exchange process. Unfortunately, we can’t accept returns of rings, or customized or bespoke pieces.
What is your return policy?
Changed your mind? We’re happy to accept returns of unworn, unmarked earrings, necklaces, and bracelets within five days of receipt. Contact us for more information. Unfortunately, we can’t accept returns of rings, or customized or bespoke pieces.
How do I return an item?
Contact us and we will provide a prepaid shipping label with our return instructions.
Are returns free?
As long as your Kimai jewelry is returned to us in its original condition, we will refund the full amount minus the cost of shipping both ways.
Can I return a bespoke/customized item?
Because bespoke/customized jewelry pieces are made just for you we don’t offer refunds unless it’s faulty.
When will I receive my refund?
Please note, a $19.99 return shipping label cost will be deducted from your 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.
Care & Composition
How should I care for my jewelry?
While old has a shine and a luster all its own, it’s also a soft metal. This makes is susceptible to dings, scratches, and dents. Be mindful of your gold rings, watches, and bracelets while you wear them and remove them while playing any high-contact sports.
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 for more details.
Will my Kimaï jewelry fade or wear away?
No, because we use solid 18K gold 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.
Can I wear my Kimaï jewelry in water?
Yes! All our pieces are made with solid 18K gold so there's no harm wearing them in water. Water will not damage the metal nor will the pieces discolour.
How should I clean my Kimaï jewelry?
Fill a bowl with 2 cups of warm water and several drops of mild dish detergent. Soak your 18-karat gold 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.
Size & Fit
What’s my ring size?
Check out our handy size chart to measure your ring size.
Do your necklaces come in different lengths?
Yes! You can find the length of all of our necklaces on the product page. We can tailor the length for you specifically - just email us with what you’d like before you place your order.
Do your bracelets come in different lengths?
Yes! You can find the length of all of our bracelets on the product page. We can tailor the length for you specifically - just email us with what you’d like before you place your order.
Can you adjust the length of Kimaï necklaces and bracelets?
Want your necklace or bracelet longer? Feel free to contact us before placing your order and we will make it happen.
How can I get my ring resized?
Yes you can! 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.
Engagement Ring
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.
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?
We recommend purchasing a ring sizer in order to be as specific as possible. You can also download our ring sizer on the App Store if you've got a ring that you can measure. Alternatively get in touch.
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, see here. However we do offer a 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.
How do I know how a diamond will look?
We could get on a call with you to show you the different diamonds if you’re hesitant.
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 a small extra cost and resize for free.
Will I be charged duties or taxes upon arrival?
Kimaï covers all taxes and duties for UK, EU and US 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 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 info@kimai.com for more information.
Are there any hidden charges?
All fees are covered by Kimaï for UK, EU and US 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 4 hours of order placement. Many pieces are custom made and once production begins they cannot be cancelled or returned.
Can I have something rushed?
Yes it is possible. You can email us for special date production.
When can I expect to receive my ring?
3 to 4 weeks after the order has been placed.
Do you ship internationally?
Yes! We ship worldwide.
How can I find out the status of my order?
Some items on our website may require a lead time. We generally list any wait times on the item’s page. If you still have specific questions, please email us with your online Order ID# at info@kimai.co.
What if my ring breaks?
If there is a manufacturing error made by us, we will repair it for free. However for any bespoke repairs we will discuss case by case. Please get in contact with us here: info@kimai.com.
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.
Materials
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 100% recycled gold and lab-grown diamonds.
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.
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.