FAQs
Browse our most frequently asked questions, organized by category for easy reference.
PRODUCT
Is a natural diamond or a lab-grown diamond better?
Natural and lab-grown diamonds share the same optical, physical, and chemical properties. The difference lies in origin and time—natural diamonds form over billions of years, while lab-grown diamonds are created in controlled environments in weeks. With greater consistency in quality, full transparency of origin, and a reduced environmental impact, lab-grown diamonds offer the same brilliance through a more modern, sustainable expression of luxury.
What size diamond should I buy?
Finding the perfect diamond size starts with your budget. Carat reflects a diamond’s weight, but its value is also shaped by clarity, color, and cut. The way a diamond looks on the finger depends on its shape—cuts like emerald, pear, round, or marquise can create a larger, more striking presence.
How do you choose the diamonds for side stones or apavé band of an engagement ring?
Our in-house gemologists meticulously handpick side stones to ensure they harmonize perfectly with the center diamond in both color and clarity. Each stone is carefully evaluated to create a seamless visual balance, enhancing the overall brilliance of the piece. Even pavé diamonds, which are typically graded in bulk, are selected with attention to detail so that they complement and accentuate the main stone, resulting in a cohesive and stunning design.
What the difference between white gold and platinum?
White gold is yellow gold mixed with light alloys for a white finish. Platinum is naturally white, stronger, and more durable. Both may be rhodium-plated for extra shine, which can wear off over time.
What does TW mean?
TW stands for 'total weight.' It represents the combined weight of all the diamonds on a piece of jewelry or within a set.
What does carat mean?
A carat is the unit of measurement used to measure the weight of diamonds and other gemstones, as well as the purity of gold.
How much does engraving cost?
Lustra offers free engraving services for our members.
DELIVERY
How much does shipping cost?
The orders within Canada, Lustra offers free standard shipping for all orders over $650. A flat shipping fee of
$35–$40 applies to orders under $650, varying by destination country.
How long will my delivery take?
Once your order has shipped, please allow up to 10 business days for delivery depending on your location.
How can I track my order?
Visit track your order, enter in your email and order number. You will receive an email with your tracking number and estimated delivery date. Additionally, you can use the tracking number on your carrier's website.
RETURNS
Can I return a special ordered item?
Returns are not allowed on special ordered jewelry, gift cards, custom designs and replacement merchandise.
Can I return Clearance/Final sale items if I change my mind?
Clearance/Final sale items cannot be returned according to our return policy.
If I have jewellery engraved, can it be returned?
Once your piece has been engraved, it cannot be returned.
How do I return my purchase?
For the return of online purchases, contact our Customer Service team via email or live chat. You'll need to provide your order number, contact details and reason for return.
Items should be returned in their original packaging with all paperwork (such as diamond certificates). Include a copy of your returns slip or order confirmation email in the package.
All returns are subject to inspection by our Quality Assurance team before a refund is processed. We refund you the same way that you initially paid for your order, excluding any delivery charges, within 15 business days of receiving your returned item.
How long do I have to return my purchase if I change my mind?
You may return new items purchased from Lustra online within 30 days of delivery, subject to our refund and exchange policy. Our non-fault returns policy specifies some products cannot be returned. Please check the details on our returns and exchanges page.
When will I receive a refund?
We endeavour to process your refund within 15 business days of receiving the returned item. We may need some additional time to conduct any quality assurance assessments. Your financial institution may take additional time to transfer funds back into your account.
How will I be refunded?
We refund you the same way that you initially paid for your order.
GENERAL INQUIRIES
Do you offer custom design？
Our experts are happy to help you create the jewelry of your dreams.
How do you determine your ring size?
To determine your ring size, click on the Size Guide.
What payment methods do you accept?
We accept payment by Visa, MasterCard, American Express and PayPal.
Why isn’t my credit card being accepted?
How secure is my credit card and personal information?
Your security while shopping online with Lustra is extremely important to us, and we've taken all reasonable measures to make sure your credit card and personal details are always kept safe. All areas of our website that require you to enter your personal information or payment details are secure, using 256 bit SSL encryption.
