Shopping FAQ

Do I need to create a INCOLUX account to make a purchase?

No, you don't have to have a INCOLUX account to place an order, you can order as a guest.
However, having a INCOLUX account has many advantages. For example, it gives you a
chance to edit or cancel your order within 30 minutes after you place your order. You can also
login into your account any time and see the current status of your order in your order
history. Signing up with a INCOLUX account is very easy and it takes less than a minute.

How are your prices lower than other jewellers?

INCOLUX operates online avoiding many unnecessary costs while many retailers are obliged
to high costs of operating in physical stores. You can read our Pricing Policy for more

What is lifetime warranty?

Lifetime warranty guarantees that we will service your product free of charge for a lifetime in
case of any manufacturer's defect. Please read our Return Policy for more detailed

How can I know that your company is real?

INCOLUX operates worldwide with local appearance in 6 countries; the USA, Australia,
Germany, Switzerland, Bulgaria, and Turkey. Each of our offices are registered with the legal
and commercial authorities in its country. We are a rooted company and we work
continuously to expand our local offices to provide our customers with better services.

How can I personalize an item?

Our website gives you full control over any jewellery item that you would like to buy. We have
a wide range of options for metals, gemstones, stone carats and other product features such
as width, thickness, profile and surface (finish) depending on the design.

Who designs INCOLUX jewelry?

INCOLUX has a large team of in-house designers. Each design is created by dedicated
INCOLUX designers.

How long does it take to receive my order? Can you ship the same day?

Each INCOLUX product is customized and is produced based on customer's choice of
options. We don't work with stocks and each product needs to go through the production
process. We continuously work on improving the production time to make sure we can
deliver our products as soon as possible. When you choose an item on our website, you will
see an estimated date of delivery for that particular product. If you have an approaching
event or special occasion, you can also choose from various handling and delivery options
that will help you receive your product faster than the standard delivery time.

Can I modify or cancel my order?

Yes, you can edit some of your order details (such as ring size, adding or removing glamira
logo and personal engraving), or even cancel it within the first 30 minutes following your
order. You need to sign in to your INCOLUX account first. Once you are signed-in, you can
visit "My Account" page, view your orders and edit or cancel your order. Editing or cancelling
an order can only be performed by the customer, not by the customer support team.
Please follow the steps below for order modification or cancellation:
1 - Login to your INCOLUX account. If you don't have a INCOLUX account, you can easily
create one by clicking the LOG IN/SIGN UP button on top of this page.
2 - After you login, go to the My Account page and click "My Orders" on the left menu.
3 - Find your order and click "Cancel" to cancel your order or click "Edit" to modify your order
details. If the “Cancel”-button does not appear, your order cannot be cancelled anymore.
Please note that order cancellations and modifications may result in delays. You will be
notified on your updated delivery date in case of delays.
*Cancellation and modification requests are only valid for orders that have not yet been
finalised the production process

Do you have a physical store?

Currently INCOLUX only sells online in order to present you with the largest variety of options

Are there any stores that sell INCOLUX jewellery near me?

We don't have any commercial agreements or B2B partners at the moment. If you see
INCOLUX products sold by any other jewellers, it means that those are not genuine INCOLUX
products and not under our warranty.

Do you send demo products so that I can see before placing an order?

We do not offer any demo products but we do offer a very flexible Return Policy, so you don't
need to worry about placing an order and not liking it. Our Return Policy gives you a chance
to return your product within 60 days following the receipt of your order as long as it meets
the return conditions. Please read our Return Policy for further information

What happens if my ring doesn't fit?

Don't worry if your ring doesn't fit your finger because you can send your ring back for free
resizing within the first 60 days following the receipt of your order. Please read our Return
Policy for further information.

What is store credit?

Store credit is just like cash in your wallet and it is linked to your INCOLUX account. It enables
you to buy jewellery on the INCOLUX online store without having to enter your credit card or
other payment information.

What is the expiry date for my store credit?

INCOLUX store credit doesn't have an expiry date, it is valid as long as you have your
INCOLUX account

Is the INCOLUX gift box available for purchase?

INCOLUX gift boxes are provided only with the purchase and cannot be sold separately.

Can I get my item engraved?

Yes, you can select our free engraving option while you place your order.

How do I know if the product I choose is engravable?

If the product that you would like to buy is engravable, you will see the engraving option on
the product page.

How is it beneficial to buy online at INCOLUX?

Buying on the INCOLUX website is just like having a private jewellery store dedicated to
yourself. It is very easy to browse any product and see it with the metal and gemstone
combinations of your choice. The store is available to you 24/7 and you can access it at the
comfort of your home, office, even at a cafe while you relax and chat with your friends.
INCOLUX online store offers you various payment methods as well as a customer oriented
customer support team that will assist you with any of your queries. Moreover, you don't
need to do anything except for making your payment and waiting for the courier! Your
product will be carefully produced only for you and delivered to your door. And all of this will
be at very competitive prices as well as the highest quality standards. Spare a little time and
browse our products to discover more benefits!

Why didn't I receive a confirmation email for my order?

If you are expecting an order confirmation email but you haven't received it please make sure
that your payment has gone through and you have seen the order confirmation page on our
website. If you are sure that the transaction was successful, check your spam folder to make
sure the confirmation email was not blocked by your inbox. If you still can't see it you can
contact our customer support team for assistance. Don't forget to add us in your safe email
list, if you are using increased security settings for your inbox. You can contact our customer
support team by visiting this link: contact

Are your rings hollow inside?

No, our rings are not hollow inside. Our products are solid and produced based on the metal
properties selected by the customer

I can't select another country for my delivery address. How can I get my delivery to another country?

INCOLUX stores are country-specific and the delivering the product to another country is not
possible due to shipping arrangements and tax requirements. If you would like delivery to
another country, you must place your order on that particular country's INCOLUX store.

How do I find my ring size?

The best way to find out your ring size is to order a freeringsizer on our website. A ring sizer is
a plastic tool that you can wear just like a ring and find your exact size. You can order this by
visiting any ring page on our website and click the "Find Your Ring Size" option. Please check
our Ring Size Guide for further information.

Can we see the actual photo of the ring?

You can see the product photos along with their 3D images on the product pages. You can
also scroll down on a product page to see if there are any photos shared by our customers for
further reference.

I'm planning a surprise for my girlfriend. What size of an engagement ring to buy?

If you are planning a surprise and you are not sure about the size of the ring, you can always
order the average ring size and send it back to us for resizing within the first 60 days of
receipt of your product.
The average ring size varies between L1/2-N for women and S-T1/2 for men. Please check our
Ring Size Guide for further information.

Can I order multiple items to see your products and compare them?

Each INCOLUX product is customized and produced based on customer's choice of options.
We don't work with stocks and each product needs to go through the production process.
This is why we kindly ask our customers to avoid comparison shopping and only order the
item they like. Please remember that we have a 60-day free resizing policy and we do our
utmost to satisfy our customers with the products that they choose. If you need to change
the ring size or you are not happy with your product, we will gladly assist you. Orders
including comparison purchase items are most likely to be cancelled before the production

I selected a wrong ring size while placing my order. Can I change it before the production?

Yes, you can edit your ring size within the first 30 minutes following your order. You need to
sign in to your INCOLUX account first. Once you are signed-in, you can visit "My Account"
page, view your orders and click edit. This can only be performed by the customer, not by the
customer support team.

I placed an order a few days ago and the production has been completed. I realized that I had selected the wrong ring size. Can you change the ring size before you ship the product?

As our production and return systems are fully automated, we cannot manually change the
process. Changing a ring size is only possible after you enter the correct ring size on our
online return form and submit it to our system. Please wait until you receive your product
and follow the resizing steps. You can also request a free ring sizer in the meantime to make
sure your new ring size will be correct

I got a INCOLUX voucher from a web site but it doesn't give me a discount on your page. I get an error message "Invalid code". What should I do?

INCOLUX vouchers can only be obtained from the INCOLUX campaigns on our online stores
as well as our newsletter campaigns and social media accounts. We don't work with 3rd
parties for any kind of vouchers or discount codes. Please subscribe to our newsletter and
follow us on social media to hear about the promotional campaigns.

How can I get a voucher?

You can subscribe to our newsletter and follow us on social media to win vouchers and
discount codes

Where do I enter the coupon code?

When you add a product to your shopping bag and proceed to checkout, you will see the Gift
Card / Voucher field on the payment method page. Please enter the code before you make
the payment and make sure the discount has been applied. Discounts cannot be applied
after placing an order.

How do I use my store credit?

When you add a product to your shopping bag and proceed to checkout, you will see an
option to use your store credit on top of the payment methods. Please note that store credit
option appears only if you have store credit available in your account and you have signed in
with the correct email address linked to your INCOLUX account.

Do you have a catalog?

No, currently we don't offer catalogs as you can view and create many more product
variations on our website. All our designs are as close to you as your mobile device.

What should I do if my order won't go through?

Check that all required fields have been filled out correctly. Your billing address should be
entered exactly as indicated on your billing statement. If you continue to experience
difficulties when placing your order, Please Contact Us immediately.

What is a INC certified diamond?

All INCOLUX products are sent along with an authenticity certificate. A INC certified diamond
specifies that the diamond used for your product has been carefully inspected and selected
by our in-house gemology experts. INC certified diamonds are supplied by ethical sources
that adopted the principles of the Kimberley Process.

What is the difference between a INC certified and GIA certified diamonds?

GIA stands for the Gemological Institute of America, which is the most widely known and
respected diamond grading institute in the world. We offer GIA certified diamonds as well as
INC certified diamonds. Both certificates guarantee the authenticity of the diamond used on
your product. The only difference between INC certified and GIA certified diamonds is that a
INC certificate is issued by our in-house gemologists and it's a service that is included in your
purchase, free of charge. A GIA certificate can only be provided by GIA and this is a paid
service. Please visit our Diamond Certification page for further information about diamond

Do the designs on your website reflect what exactly I will receive?

Yes, your product will be identical to what you see on the product page. Please remember
that you zoom in to see the product details on the product page and the products look a
little bigger than life size. Please make sure you check product dimensions for accurate

Will the production take longer if I add engraving to my ring?

No, engraving won't change the production time.

Do you save my credit card information after placing an order?

No, we don't. Our website is 100% secure and your payment transaction is encrypted. We
don't store your credit card number or password. Please visit our Security Policy for further