FAQ
Jewelry Quality
All of our jewelry is real. Our prices are also real. Any confusion is understandable because most real jewelry comes with fake prices (5x to 20x over actual production cost). We only use real, top quality, material. We spend the extra money for quality on every piece. For example, we only use VVS-VS clarity, D-F color, lab grown diamonds for all of our lab grown diamond jewelry. This is the highest used in the industry (typical quality is SI or I clarity with color anywhere from G to K). For standard made to order pieces, you can choose your metal type: solid 950 Platinum, solid 18k or 14k yellow, rose or white gold, solid 9k/10k white gold or solid 925 sterling silver. We only use top quality authentic rhodium finishes for our white gold and 925 silver. We also offer authentic 18k or 14k yellow or rose gold Vermeil. There are no fake base metals or lower cost gold tone, gold flashed, low micron gold plated, or white plating alternative finishes ever used. For bespoke pieces the sky is the limit; we can use lab grown or natural diamonds with pretty much any metal type you can think of (24k or 22k gold, more vermeil options, etc.).
All of our jewelry comes with a certificate of authenticity including diamond clarity and color ranges and is guaranteed to be the diamond type, quality, carat weight, metal type, and finish stated on the certificate. Additionally, all larger stones used in engagement rings will include their own IGI report detailing the diamond’s dimensions, clarity, color, and cut quality. The client can choose if they would like diamonds with or without IGI certifications when using larger stones in bespoke creations.
Returns
Made to order pieces can be returned within 30 days for STORE CREDIT. We cannot offer cash refunds because all pieces are made to order, and our low markup would introduce too much financial risk to maintain this business model. The client must initiate a return within 30 days of receiving the piece. Once the piece is inspected and determined to be in like new condition (deductions will be made for any condition issues cause by wear and tear or abuse or neglect), store credit will be issued to the client in the amount of the original purchase price less $50 for shipping cost. To initiate a return please email info@incensajewelry.com. In the subject line please write “Return Request” followed by the order number. We will then email the client with return instructions.
We do not offer returns for bespoke creations. Bespoke pieces are a unique one off collaboration between us and the client. We work hard to exceed expectations and spend a lot of our time and money to realize the client’s vision. The client approves every stage of the process from the CAD drawings to pictures of the completed piece prior to shipping.
Warranty
All jewelry comes with a 1 year warranty covering all manufacturer defects. The warranty does not cover wear and tear of damage caused by abuse or neglect. The client is responsible for shipping the item to us in Fort Worth, TX at their cost. We will inspect the item. If the issue was caused by manufacturer defect, we will repair or replace the item free of charge and ship it back to the client at our cost. To initiate a warranty claim please email info@incensajewelry.com. In the subject line please write “Warranty Claim” followed by the order number. Please describe the issue in the email and include any relevant pictures.
Payment and Financing
We accept all major credit and debit cards. Our clients can also choose to finance the jewelry if they prefer. To finance please choose “Pay with Shop” at checkout. Shop is a reputable third-party financing option that the client can use to complete the purchase.
Order processing
For made to order pieces you should receive your jewelry in about 2 to 2.5 weeks. Since all pieces are made to order and we use strict quality control, it may take up to 3.5 weeks in the rare event that the piece does not pass quality control and we choose to remake it. For bespoke creations the timeline depends and how much time we spend with the client in the design phase. After you fully approve the design, you should receive the piece in about 2 weeks.
Bespoke vs Made to Order
All of our jewelry is made to order or bespoke. Made to order pieces are the pieces you see available for purchase on the website. They can be ordered in any of the many configurations you see on their listing page, including different metal types, finish types, or sizes.
Bespoke pieces are one-off fully unique creations we design with the client. All of our engagement rings are bespoke, but we can also make any other type of jewelry you have seen or you can imagine. If you would like to modify any of our made to order pieces, you can always do so by simply submitting a bespoke order inquiry. This option allows you to order any of the pieces in the made to order catalog with natural diamonds, different diamond sizes, or with pretty much any other changes you would like.
The client initiates an order by filling out the form on the “Bespoke Jewelry” or “Engagement Rings” page. We contact the client for a free consultation. If the client would like to move forward they pay a non refundable $50 CAD drawing fee. If the client completes the purchase, the $50 will be applied to the purchase price. We communicate with the client as much or as little as they would like.
We are happy to explain all of the variables in depth, or just keep it simple. This is a personal luxury experience and the client is in the driver’s seat. When the client is ready, we will have our master jewelry designers create the CAD drawings. We can make a few small changes for no additional charge. We can even start over from scratch with the drawings one time for no additional charge.
Our goal is to give the client a fun, stress free, experience. We will work hard during the design phase to make sure we get everything just right. Once the design is approved by the client, the client will pay in full (less the $50 already paid) and we will manufacture the piece. Once the piece is complete we will send the client pictures for final approval prior to shipping. Our past clients have reported that they loved the experience and had a lot of fun in the process. They get unique satisfaction everytime they look at the piece they created.
Anyone can create a bespoke piece. From people with no experience to aspiring or professional jewelry designers. Some clients start with a picture of a friend’s ring or something they found on a website. We have professional designers and master gold and silver smiths, including multiple with over 30 years experience. You do not have to worry about any technical details if you do not want to. The designers and smiths know what works functionally and what looks good. The process usually involves the client sending us pictures and saying they like something from one piece and something else from another piece. Or that they like a piece but want some changes. We will then send pictures and suggestions. This phase is all free of charge to the client. Once we are on the same page, we can start the CAD drawing phase. Our past clients have all found the process to be fun and exciting.
Metal and Finishing Options
We offer all traditional metal and finish options along with some less common, more innovative, options. Bespoke pieces can be made with pretty much whatever metal and finish a client can imagine. All of our made to order pieces are offered in the following metals and finishes:
18k alloys use 75% gold mixed with other metals that allow the alloy to be used to manufacture jewelry. 24k gold is too soft to set diamonds in and too easily scratched and deformed. 18k is the highest gold content alloy that can be reliably used to manufacture diamond jewelry and it is the heaviest gold option. These alloys are essentially tarnish free.
14k is a well balanced alloy containing 58.3% gold that has become extremely popular for diamond jewelry. It is a little harder, and a little less expensive than 18k. The increased hardness makes it more resistant to scratching and deformation than 18k. It weighs a little less than 18k. In terms of looks, it comes down to client preference. 14k yellow and rose gold look a little different than their 18k counterparts and it is up to the client to choose what they prefer. These alloys are essentially tarnish free.
9k gold alloys contain 37.5% gold, so they cost substantially less than 14k or 18k. Some people love the look of 9k. It is substantially harder than 18k or 14k, making it highly durable. It weighs noticeably less than 14k or 18k. With proper care tarnish should not be much of an issue and, if a piece does tarnish, polishing will restore the original finish.
White gold alloys contain the same amount of gold as their equivalent karat yellow or rose gold counterparts. Their hardness, durability, and weight characteristics are also about the same as their yellow or rose gold counterparts. The primary difference is the finish. White gold is finished with a plating process.
Traditionally this finishing process was done with about 1 micron of rhodium, which is a metal in the same group as platinum. This is the method still used by top quality manufactures and the method we use at Atelier Incensa. Newer methods involve thinner plating (as low as .05 microns), or cheaper substitutes for rhodium. Rhodium is what gives white gold that iconic white shine while adding no color to the diamonds and allowing for the best light performance. Since white gold is rhodium finished, 18k, 14k, and 9k white gold are visually identical. Rhodium is a very hard metal, so it is more scratch resistant than gold. All properly maintained rhodium finished pieces are tarnish free.
950 platinum is an alloy containing 95% platinum. This alloy is good for jewelry production and is very durable. It is about as hard as 9k gold, so it holds up better than 18k or 14k gold in terms of scratch resistance and deformation. 950 platinum is the heaviest precious metal option. It has a similar look to rhodium, but it is not quite a bright. Some people prefer 950 platinum to be used with no plating process, like yellow or rose gold, and some people prefer for it to be rhodium finished, like white gold. The finishing choice comes down to the client’s preference in terms of looks and maintenance. Whether rhodium finished or not, 950 platinum is tarnish free.
925 silver, an alloy containing 92.5% silver, is a great precious metal, and the most affordable option, for diamond jewelry. It offers the most flexibility in terms of finish options. It is hard enough to set diamonds in and it shares the level of scratch resistance with whatever metal it is finished in. It weighs about the same as 9k gold. A lot of people love the ability to change the look of their 925 silver pieces when they have them refinished. Like white gold, our 925 silver pieces are finished with a plating process. Unlike white gold, the finish is not limited to only rhodium. Basically, our 925 silver uses the same maintenance schedule as white gold, but with more options:
This uses the same finishing process as white gold (1 micron of rhodium plating). It will look visually identical to white gold and have the same level of scratch resistance. It has the same maintenance schedule as white gold, but the client has the option to stay with the rhodium finish or switch to a vermeil option whenever they have it refinished according to the maintenance schedule. All properly maintained rhodium finished pieces are tarnish free.
Vermeil is a thick, 2.5 micron, layer of gold plated over 925 sterling silver. This is not the usual “gold plated” jewelry. “Gold plated” jewelry can be plated at various thicknesses, but it is typically about 20 times thinner than vermeil. Vermeil is thick enough to not let any base metal, in this case 925 silver, influence the appearance. It looks identical to the solid gold version of whatever karat and color the client chooses. We offer 18k and 14k Vermeil in both yellow and rose gold. Like their solid gold counterparts, 14k will offer slightly better scratch resistance. Vermeil has the same maintenance schedule as white gold, but the client has the option to stay with the original vermeil finish or switch to a different vermeil color or karat, or rhodium whenever they have it refinished according to the maintenance schedule. All properly maintained vermeil pieces are essentially tarnish free.