Question 1

What is Hartenstein Diamonds?

Accepted Answer

Hartenstein Diamonds is a European digital-first jewellery maison working with lab-grown diamonds and lab-created gemstones. Our pieces are designed for clients who want fine jewellery with presence, proportion and modern relevance. We bring Antwerp diamond expertise, European design culture and made-on-demand craftsmanship into a new jewellery language.

Question 2

Why Antwerp and Vienna?

Accepted Answer

Because both cities are part of our story. Antwerp gives Hartenstein Diamonds its diamond foundation: knowledge, sourcing, precision and atelier craftsmanship. Vienna gives the maison its cultural eye: elegance, proportion, history, fashion and communication.

Question 3

What is the difference between H-STUDIO, Antwerp Origin and Vienna Heritage?

Accepted Answer

Each collection has its own role. H-STUDIO is our modern diamond wardrobe: bold daily pieces, personal symbols, initials, cuffs, charms and jewellery designed to be styled often. Antwerp Origin is our diamond foundation: engagement rings, tennis pieces, eternity bands and classic diamond jewellery. Vienna Heritage is our elevated design chapter: heirloom-inspired jewels where diamonds meet European architecture and old-world refinement.

Question 4

Is Hartenstein Diamonds a traditional jewellery brand?

Accepted Answer

Not exactly. We are a modern jewellery maison built for the way luxury is changing. We work digitally, produce on demand and use lab-grown diamonds as a serious fine-jewellery material. The result is not alternative jewellery. It is fine jewellery, rethought.

Question 5

What is a lab-grown diamond?

Accepted Answer

A lab-grown diamond is a real diamond created in a laboratory rather than mined from the earth. It has the same chemical composition, crystal structure and optical properties as a natural diamond. Same material. Different origin.

Question 6

Are lab-grown diamonds fake?

Accepted Answer

No. Lab-grown diamonds are not diamond simulants. They are not cubic zirconia, crystal or glass. They are diamonds, cut, polished, graded and set in fine jewellery in the same way as mined diamonds.

Question 7

Do Hartenstein diamonds come with a certificate?

Accepted Answer

Our lab-grown diamonds weighing 0.30 ct (30 points) or more per stone come with an individual certificate from the International Gemological Institute (IGI). Pavé diamonds and stones below 0.30 ct are not individually certified. The threshold applies to each diamond, not the combined carat weight of the piece.

Question 8

What quality are Hartenstein diamonds?

Accepted Answer

Unless otherwise stated, our diamonds follow Hartenstein Diamonds quality standards: Diamond colour G–J, Diamond clarity VS2+, Diamond cut Excellent+.

Question 9

Do you also use lab-created emeralds, sapphires and rubies?

Accepted Answer

Yes. When a Hartenstein design includes emeralds, sapphires or rubies, we may use lab-created gemstones. They have the same mineral structure, colour family and durability as their natural counterparts.

Question 10

Which metals do you use?

Accepted Answer

Hartenstein Diamonds pieces are crafted in recycled precious metals: 14k recycled yellow gold, 14k recycled white gold, 18k recycled yellow gold, 18k recycled white gold, platinum for selected designs, and sterling silver for selected H-STUDIO designs.

Question 11

Where is Hartenstein jewellery made?

Accepted Answer

Our jewellery is crafted on demand at our Antwerp atelier. Every piece is checked for proportion, comfort, setting security and finish before delivery.

Question 12

Why is Hartenstein made on demand?

Accepted Answer

Because fine jewellery should not be overproduced. Made-on-demand allows us to craft each piece with intention, reduce unnecessary stock and offer a more considered jewellery experience.

Question 13

Does made on demand mean bespoke?

Accepted Answer

Not always. A made-on-demand piece is crafted after your order, according to the design shown on the product page. A bespoke piece is created or adapted specifically for you. Bespoke and personalised pieces have different return conditions.

Question 14

How do I know the size of a Hartenstein piece?

Accepted Answer

Each product page includes measurements, proportions and technical details. You can use our size guide to measure your ring or bracelet size. If you are unsure, contact us before ordering.

Question 15

Can you help me choose the right piece?

Accepted Answer

Yes. If you need help with sizing, styling, diamonds, gifting or choosing between designs, contact our Client Services team at info@hartenstein-diamonds.com or +32 3 808 72 00.

Question 16

Can I request a custom version of a piece?

Accepted Answer

In many cases, yes. Some Hartenstein designs can be adapted in size, metal, stone colour or initials. Our atelier will guide you through the possibilities, considering how each change affects the piece's proportions, structure and setting security. Contact us with your idea.

Question 17

How long does production take?

Accepted Answer

Most Hartenstein pieces require approximately 2–3 working weeks before dispatch. Bespoke or personalised pieces may require approximately 3–4 working weeks.

Question 18

Can I receive my order sooner?

Accepted Answer

Sometimes. If you need a piece for a specific date, contact us before placing your order. We will confirm whether an urgent timeline is possible.

Question 19

How can I track my order?

Accepted Answer

Once your piece has been dispatched, we will email you a tracking link so you can follow its delivery. For an update while your piece is being crafted in our Antwerp atelier, please contact us with your order number.

Question 20

Can I cancel my order?

Accepted Answer

Most made-on-demand catalogue orders can be cancelled within 24 hours. Once production has begun, cancellation may no longer be possible. Bespoke, engraved, resized or personalised orders cannot usually be cancelled once confirmed.

Question 21

Do you offer free delivery?

Accepted Answer

Yes. Hartenstein Diamonds currently offers complimentary insured delivery within the European Union.

Question 22

Where do you deliver?

Accepted Answer

At the moment, we deliver within the European Union. If you are outside the EU, please contact us before placing your order.

Question 23

Is my jewellery insured during delivery?

Accepted Answer

Yes. Your parcel is fully insured until it is signed for at the delivery address. All Hartenstein Diamonds deliveries require a signature.

Question 24

Can you deliver to a different address from my billing address?

Accepted Answer

In some cases, yes. For security reasons, we may request additional verification before shipping to an address that differs from the billing address.

Question 25

What packaging do you use for shipping?

Accepted Answer

Your jewellery is sent securely and discreetly. From the outside, we use plain, discreet packaging. Inside, your piece is presented in an elegant Hartenstein Diamonds box.

Question 26

What is your return policy?

Accepted Answer

We offer a 30-day return policy for eligible items. The piece must be unworn, unused, in perfect original condition with all tags, security labels, the certificate, packaging and documents intact. This policy supplements your statutory consumer rights including your 14-day withdrawal right under EU consumer law.

Question 27

Which pieces cannot be returned?

Accepted Answer

Returns are not accepted for pieces that are engraved, personalised, bespoke, made to order, made to specification, resized, worn, damaged, altered, or returned without intact packaging and documentation. Your statutory rights for faulty goods are not affected.

Question 28

Are made-to-order pieces returnable?

Accepted Answer

This depends on the piece. A standard catalogue design may be eligible for return if it meets our conditions. A personalised, engraved, bespoke or individually specified piece is not eligible for return unless faulty.

Question 29

How do I return my jewellery?

Accepted Answer

Please contact us before sending any item back. We will confirm whether the piece is eligible and provide return instructions. Return address: Hartenstein Diamonds, Hoveniersstraat 2, 2018 Antwerp, Belgium.

Question 30

Who pays for return shipping?

Accepted Answer

Return shipping is the responsibility of the customer unless the product is faulty or non-conforming. We recommend using a tracked and insured courier service.

Question 31

How long does a return assessment take?

Accepted Answer

Once your return is received, our operations team will assess the item. This usually takes 10–14 working days. If approved, the refund will be processed according to the original payment method.

Question 32

Do you offer resizing?

Accepted Answer

Yes. We offer a 30-day resizing service where the design allows it. Where resizing is technically possible, we offer one resizing service for €100. Eternity bands, fully set rings, personalised pieces and complex designs may not be resizable.

Question 33

Do you offer repairs?

Accepted Answer

Yes. If your piece arrives damaged or develops an issue, contact us and we will assess the case individually. Our priority is to recommend the best solution: refund, resizing, or replacement.

Question 34

What does the Hartenstein warranty cover?

Accepted Answer

Hartenstein Diamonds offers a lifetime commercial warranty against manufacturing defects. It does not cover normal wear, accidental damage, loss, misuse, improper care, third-party repairs, or everyday wear. Your statutory legal guarantee rights are not affected.

Question 35

What happens if a diamond falls out?

Accepted Answer

Contact us immediately. A lost or loose stone must be assessed case by case. If due to a manufacturing defect, it may be covered by warranty. We recommend inspecting your jewellery immediately on receipt and contacting us within 48 hours of any issue.

Question 36

How should I care for my diamond jewellery?

Accepted Answer

Diamonds are strong, but fine jewellery is not indestructible. Avoid wearing your jewellery during sport, swimming, sleeping, gardening, heavy lifting or cleaning with chemicals. Store each piece separately. Clean gently with warm water, mild soap and a soft brush.

Question 37

How should I care for gold jewellery?

Accepted Answer

Gold can scratch, bend or wear over time. Avoid contact with perfume, chlorine, cosmetics, cleaning products and abrasive surfaces. White gold may require replating over time.

Question 38

How should I care for sterling silver?

Accepted Answer

Sterling silver naturally oxidises over time. Store it in a dry place, away from humidity and direct sunlight. Clean gently with a silver polishing cloth.

Question 39

How often should I have my jewellery checked?

Accepted Answer

For rings, bracelets and frequently worn pieces, we recommend a professional check once a year. Settings, prongs, bezels, clasps and chains should be inspected regularly.

Question 40

Which payment methods do you accept?

Accepted Answer

We accept Visa, Mastercard, PayPal, Apple Pay and Klarna, where available. You can also pay by bank transfer. All available payment options will appear at checkout.

Question 41

Can I pay with two cards?

Accepted Answer

In some cases, yes. Contact our Client Services team before placing the order. Both cards may need to belong to the same person and be registered to the same billing address.

Question 42

I do not see my question. Can you help?

Accepted Answer

Yes. For questions about sizing, production, delivery, returns, repairs, styling or bespoke requests, contact our Client Services team at info@hartenstein-diamonds.com or +32 3 808 72 00.

Frequently Asked Questions

About Hartenstein Diamonds

Lab-Grown Diamonds & Gemstones

Materials & Craftsmanship

Sizing & Product Details

Orders & Production

Delivery

Returns & Exchanges

Resizing & Repairs

Jewellery Care

Payment

Client Services