Policies & Procedures

Chatham's Loose Stone Ordering Guide

Learn about Chatham's policies and procedures for loose lab-grown gemstones, including custom cutting services, our color standards, and streamlined ordering process.

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General Rule

Special Orders

Chatham will cut any size and shape within reason. Customers must provide the exact dimensions of the desired shape, preferably with a diagram to ensure accuracy.

Chatham's cutting factory will not interpret vague drawings or descriptions of shapes and faceting styles.

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Terms & Conditions

What You Need to Know

Delivery Time

Turnaround times range from 3 to 4 weeks on average. Because every cut is custom-made, the exact timeline will depend on your design's complexity and our current production load.

Deposit

All Special Orders exceeding $100 require a 50% non-refundable deposit before we can begin production.

Written Approval

We require written confirmation of the Special Order to verify all specifications. Production will not begin until this is received.

Return Policy

Non-standard shapes and sizes are a final sale and will not be eligible for return.

Cutting Fees

Special Orders are subject to cutting fees if they are not a stock item. Cutting fees vary and will be quoted in advance.

Please note: all lab-grown gemstones are individually hand cut and measurements cannot be exact.

Please allow for +/- 0.05mm tolerance on smaller stones and +/- 0.10mm on larger ones.

Understanding Variance

Color Disclaimer

While Chatham's gemstones are grown in a controlled environment, the crystals form through natural, uninterrupted growth. Please understand that there may be variance in color from batch to batch.

Chatham cannot guarantee color, but we make every effort to achieve the best possible results. Also, consider color variation due to pleochroism—a gemstone's optical ability to display different colors viewed at different angles.

Additionally, the size of the stone matters. Larger stones may appear darker and smaller stones may have less color saturation. This is due to density.

Matching VS Consistent Color

Matching Requests

What is the difference between matching and color consistency?

Matching

This is an intricate and demanding process that requires a keen eye for detail and an understanding of color theory to assess and compare subtle differences accurately.

Consistent Color

This process involves a quick visual check to ensure the stones appear consistent and uniform, without the lengthier inspection.

Why does Chatham charge for color matching?

The simplest answer is time!

It takes great skill, focus, and a sharp eye to analyze and compare the color of stones objectively.

Color matching often involves assessing stones under various lighting conditions to ensure a match. Furthermore, each lab-grown stone needs to be measured individually using a millimeter gauge to match dimensions and depth.

Additional charges cover the added time and labor to achieve the best match that our customers deserve.

The Chatham Criteria

Gemstone Photography

Chatham offers a digital photo library of each of our stock shapes as a visual guide.

For additional photography requests of loose stones, we charge a $10 fee per photo.

This service requires additional handling, coordination, and labor which can disrupt order flow and impact processing efficiency for all customers. The fee offsets the resources required to provide custom photography requests.

Photographs of gemstones serve as a visual reference but do not guarantee the exact color. Variations in lighting, screen settings, and natural differences in each gemstone can affect how the color appears.

Viewing the gemstone in person is recommended. That is why we offer a 30-day return policy for all stock items.

Digital Photo Library

stock items only

30-Day Return Policy

Loose stones must be in excellent condition and returned within 30 days from the invoice date. All packages shipped to Chatham must be addressed to CCG. Please refrain from using words like jewelry, gems, diamonds, and other related terms on the label to prevent theft.

Packages must have a Return Authorization Number (RA#) on the outside of the package. Otherwise, it will be rejected by our Receiving Department. Returns must be received within 7 days of issuance.

To obtain an RA#, please call 800-222-2002, + 1 415-397-8450, or email sales@chatham.com.

The Chatham Guarantee

Lifetime Warranty

Chatham lab-grown gemstones are held to the highest standards before leaving the lab. However, should a stone ever chip or break under ordinary circumstances, Chatham will gladly repair or replace the item at our option. Normal wear and tear are excluded.

Warranty Cards are available upon request for lab-grown color gemstones over 0.50cts.

Learn More

Service Instructions

Redeeming Your Warranty

The customer is advised to return the damaged stone to Chatham for immediate inspection. All stones must be unmounted. Chatham will not accept mounted stones for warranty replacement.

Step 1

Call Chatham at 800-222-2002, +1 415-397-8450, or email sales@chatham.com for an RA Number.

Step 2

Provide as much information about the damage and circumstance as possible.

Step 3

Mark the RA Number on the outside of the package and ship the item to us.

Step 4

Chatham will contact you with our resolution following our inspection.

partnership programs

Become a Jewelry Brand Partner

Expand your reach, attract new customers, and unlock new revenue opportunities by becoming a Chatham Jewelry Brand Partner.

As a partner, you gain access to premium jewelry collections, marketing support, merchandising tools, and a broad range of colors and styles that help position your store as a full-service jewelry destination.