FAQ Ordering Can I go to my local Lugaro Jewellers store and purchase an item that I saw on-line? Sometimes. Only some of the items that are offered in our online store are available in your local Lugaro Jewellers store.  Your local Lugaro Jewellers store's product assortment is larger and more diverse than our online selection. Check our Retail Locations to find the Lugaro Jewellers store nearest to you. Why should I buy on the Internet? Shopping at Lugaro.com saves you time and money. In minutes, you can look at a wide selection of fine jewellery, ask questions and complete your purchase without leaving your home. How do I know my transaction is secure? When you make a credit card purchase at Lugaro.com, we use the most advanced privacy programs to assure your data is protected. All of the major consumer websites utilize the same programs we do to secure customer transactions. Please see our Privacy Policy for more details. I live outside Canada. Can I still order from Lugaro Jewellers Online? Yes, but we currently accept orders from anywhere in North America (except Quebec) only. Shipping is free for orders over $300. Based on NAFTA agreement, there are no taxes and no duties for orders shipped to the United States because our Diamonds and Fine Jewellery are manufactured in Canada. What could delay my order? All orders must be authorized by your credit card company and pass address verification, prior to completing your order. If your credit card company declines your order, we will notify you by sending you an email. Orders requiring ring sizing may take up to 4-7 additional days to complete. You will be notified of status changes on your order by email.  I'm having problems entering an order. What do I do? Please call our customer contact center at 1-888-E-LUGARO (1-888-358-4276) and we will be happy to assist you. What is a Credit Card Identification Number and where can I find it? The card identification number (CCID) is a 3 or 4 digit numeric value that provides a cryptographic check of the information embossed on your credit card. This is a security feature provided by your financial institution to aid in the prevention of fraud against you. The CCID number is the last 3-4 numbers listed on the signature strip on the back of your credit card.  What if I need my ring to be sized? All rings are shipped in their listed sizes, if no particular size is requested. In cases where ring size is not listed, standard ring sizing applies.                Standard ring size is 6 for ladies and 10 for men. If you are unsure of your size, you may order a listed or standard size and bring it to any Lugaro Jewellers location for sizing at a later date or visit one of your local jewellers to measure your finger size prior to placing an order.          If you choose to have a ring sized, the size you order will be shipped to you. Please contact our Customer Contact Center by phone or e-mail to request  your ring size. Please add up to 4-7 additional business days for delivery.                  Sizing is FREE for 2 sizes up or down for MOST rings of value over $300.  Certain ring setting styles require to be manufactured in the size needed. Our Customer Contact Centre will let you know if that’s the case or not. Sizing outside of this range (2 sizes up or down) may require an additional charge. If I don't know the correct ring size I need, what can I do? All rings are shipped in their listed sizes, if no particular size is requested. In cases where ring size is not listed, standard ring sizing applies.  Standard ring size is 6 for ladies and 10 for men. If you are unsure of your size, you may order a listed or standard size and bring it to any Lugaro Jewellers location for sizing at a later date or visit one of your local jewellers to measure your finger size prior to placing an order. Will Federal Express leave my package if nobody is there to sign for it? No. For the protection of your purchases, we require that all orders must be signed for at the time of delivery. Will Lugaro.com deliver my order to a P.O. Box? No. For the protection of your purchases, we require that all orders must be signed for at the time of delivery. Do you charge Sales Tax on your products? Lugaro.com charges GST & PST taxes if you reside in British Columbia, Canada. If you reside in Canada, but outside BC, only GST will be charged.  NOTE: Lugaro Jewellers does not ship to Quebec. Based on NAFTA agreement, there are no taxes and no duties for orders shipped to the United States because our Diamonds and Fine Jewellery are manufactured in Canada. Returns Can I return my online purchase at a Lugaro Jewellers store? No. Our 21 day return policy is valid online only. What kind of guarantee do you offer? Lugaro.com offers a 21-day money back guarantee. At any time during that period, if you are not completely satisfied; return your purchase for a full refund or exchange. Please e-mail us or call our customer contact center 1-888-E-LUGARO to obtain your Return Authorization Code. Can I return merchandise purchased at a store through the Lugaro.com? No, merchandise purchased at one our store locations is EXCHANGE only.  Why can I return Lugaro.com purchase for a full refund, but store merchandise is EXCHANGE only? With Lugaro.com, you are purchasing the merchandise sight unseen; therefore we allow our web customers 21 days to examine their purchase. Lugaro Jewellers locations allow you the benefit of shopping with an experienced diamond and jewellery expert, prior to making your purchase. Therefore, our store policy is exchange only.  How long will I have to wait for a refund? Once we receive your return, your money will be refunded/ your credit card account will be credited for any payments you have made toward your purchase. Delivery charges are non refundable. Please allow one monthly billing cycle in order for your credit to appear. Credit I have questions about my Lugaro Jewellers Credit Card account. Who do I contact? For billing inquiries, please contact Wells Fargo. Contact and Billing Enquiries phone number is noted on your Wells Fargo statement. What kind of financing plans do you offer? Who do I contact? Lugaro Jewellers offers 3-month, 6-month and 12-month no interest, $0 down payment, $0 administrative fee financing options. Please visit Lugaro Jewellers nearest to you for further details. Product Information Do you offer a Lifetime Diamond Guarantee on-line? At this time, we do not offer Diamond Lifetime Guarantee through Lugaro.com. However we do offer Lifetime Diamond Upgrade policy for your online purchases. If I purchase my jewellery item from a Lugaro Jewellers store, is there anything I need to do to maintain the agreement? Yes, you must have the item inspected at any Lugaro Jewellers store every 6 months. You may also mail your item to our Customer Contact Center for its semiannual inspection. Include a copy of your Lifetime Diamond Guarantee and your contact information, as well as a return address. Do you customize jewellery? (i.e. build-your-own-ring) Lugaro.com only sells items exactly as described. You should contact your local Lugaro Jewellers store, as our professionals and goldsmiths on-site may be able to special order an item for you. To find the store nearest to you, check our Retail Locations. Can Lugaro.com sell me a new setting or a loose diamond or gemstone? At this time, Lugaro.com does not sell settings or loose stones. However, your local Lugaro Jewellers store will be able to help you. All Lugaro Jewellers stores have a large selection of loose certified Diamonds for you to choose from. Call your local Lugaro Jewellers store to schedule an appointment with one of our Diamond Experts. What are the standard sizes for ladies and men's jewellery? Rings: Ladies - size 6  Men's - size 10                                                                                             Chains/Necklaces: Ladies - 16" to 30"  Men's - 20" - 24" Bracelets: Ladies – 7”   Men's - 8"-9” What determines the price of a diamond? A diamond's value is determined by its cut, clarity, colour and carat weight. For more information about diamonds, please visit our Diamond Education pages. What is the difference between the different karat weights of gold? 24K gold is 100% pure gold and is too soft for jewellery. Therefore, it is mixed with different alloys to increase durability and hardness. 18K gold is 75% pure gold and 25% alloys and is the least durable of the different types of gold. For more information about precious metals, please visit our Education section on metals. What is the difference between white gold and platinum? White gold is pure gold that has been mixed with alloys to make it appear to be white. Platinum is a pure metal that is naturally white in colour and is stronger and more durable than white gold. It is also rarer and thus more expensive. For more information about precious metals, please visit our Education section on metals. What's the best way to store jewellery? Storing jewellery needs a little extra care. Diamonds and some gemstones are hard enough to scratch metal jewellery and the surfaces of other stones they come in contact with. Store gemstones in their own individual soft cloth pouches or place them in a jewellery box that has separate compartments for each piece. Metal jewellery should also be stored separately. Can you suggest a good way to clean jewellery? Whichever method you select, a gently hand cleaning is best. To clean jewellery with gold, platinum and most gemstones, make a diluted solution of mild dishwashing liquid. Use 1 tablespoon to 2 cups of lukewarm water in a bowl. Loosen dirt by soaking jewellery in a strainer for 10 to 20 minutes. Lightly and carefully use a soft brush to work out dirt. Gently use a toothpick to reach into crevices. Rinse with clean lukewarm water. If you rinse in a sink, close the drain first. You are also welcomed to visit one of Lugaro Jewellers stores to have your jewellery inspected and professionally cleaned at no charge Where does your jewellery come from? Over 80% of Lugaro Jewellers inventory is manufactured in our premises in North Vancouver, BC, Canada. We also shop the world to bring you the gemstones and fine jewellery at most affordable prices. We deal directly with a number of gold, silver and diamond jewellery manufacturers in the U.S. and around the world. Lugaro Jewellers employs over 20 craftsmen and designers to ensure quality workmanship and excellent pricing. Privacy Does Lugaro Jewellers sell or rent its mailing lists? No. Lugaro Jewellers is very concerned with our customers' privacy. Therefore, we do not sell or rent any of our mailing lists in order to protect that privacy. Please see our Privacy Policy for more details.