Everything you need to know — before and after you order
Primira Luxury Operated By Ocean Star Company
We're a factory in Surat, not a retailer. Every question below is answered the way our team would answer it — directly, with the specific detail that actually helps
From our facility to your door, every order
Every lab grown diamond and jewelry certified independently
We confirm your exact specs on WhatsApp and Email before we begin
For wrong, damaged, or specification-error orders
Lab Grown Diamonds
A lab grown diamond has the same optical, physical, and chemical properties as a mined diamond — it is carbon arranged in the diamond crystal structure, grown under controlled conditions rather than extracted from the ground. A gemologist testing one with standard equipment cannot distinguish it from a mined stone of the same grade.
What differs is origin and price, not composition. Primira sources both CVD (Chemical Vapour Deposition) and HPHT (High Pressure High Temperature) grown diamonds from the same Surat manufacturing base that supplies the global diamond trade.
We stock a defined quality floor — not everything available in the market.
- Clarity: VVS1 to VS2 only
- Color (primary): D-E-F colorless
- Color (value tier): G-H-I near-colorless
- Cut: Ideal / Excellent / Very Good
We do not stock SI2 or lower. Every stone in our collection is eye-clean — no visible inclusions to the naked eye. G-H-I near-colorless stones are a value choice, not a compromise; the color difference from D-F is not visible without a comparison stone and a loupe.
All loose lab grown diamonds come with IGI (International Gemological Institute) certification by default. IGI is the primary grading authority for lab grown diamonds in India, the USA, and Europe — the report number is laser-inscribed on the stone’s girdle and can be verified at igi.org.
SGL (Solitaire Gemological Laboratories, India) certification is available as a secondary option. Jewelry certification — hallmarking under the Bureau of Indian Standards (BIS) — is standard on all our gold pieces. Third-party lab certification for jewelry pieces is available on request and adds 3–10 business days to the production timeline, as lab scheduling is outside our direct control.
IGI-graded stones are verified at the cut, color, clarity, and carat level. The girdle inscription ties every loose diamond directly to its certificate — no ambiguity about which stone you received.
No. Growth conditions in a CVD or HPHT reactor aren’t programmable to produce a single identical output — there is natural variance in each crystal, just as there is in mined stones. Two VS1, D-color, Ideal-cut rounds of the same carat weight can display different light patterns, face-up brightness, and personality.
This is why our Surat team does a pre-production WhatsApp confirmation on every order — we select stones that meet your spec and confirm before production begins, rather than pulling from a generic pool.
Standard cuts available: Round Brilliant, Oval, Pear, Emerald, Cushion, Radiant, Princess, Marquise, Asscher, Heart, Trillion, Baguette.
Specialty and antique cuts — Portuguese (161+ facets), Rose Cut, Old European Cut, Old Mine Cut, French Cut — are cut in-house by our Surat lapidaries. These are genuinely rare globally; most retailers cannot source them at all.
Custom silhouette shapes (letters, animals, flowers, geometric outlines) are available on order. These are precision perimeter cuts, not generic outlines — contact us via WhatsApp to discuss timelines and specs for custom silhouettes.
Lab grown diamonds are priced to reflect their cost of production, not geological scarcity. This means you get significantly more stone per rupee or dollar than mined equivalents — but it also means you should not buy a lab grown diamond as a financial investment expecting price appreciation.
If you ever need to sell or trade, our buyback program offers a structured path: buyback value is calculated as invoice value minus making charges, minus applicable taxes, minus payment gateway charges, minus a processing fee, with gold valued at the prevailing market rate on the evaluation date. Original invoice and IGI certificate required.
We think about it this way: you’re buying the most beautiful stone you can afford at the moment you’re buying it. The value is in the piece, not the paper.
Moissanite
Moissanite is silicon carbide — a distinct mineral, not a diamond simulant in the traditional sense. Its refractive index is 2.69 versus diamond’s 2.42, which means it produces more optical fire (spectral color dispersion) than a diamond of the same size.
The difference with Primira’s moissanite is the cutting. Most moissanite on the market is machine-cut to a standard template, which produces the over-saturated rainbow flash effect that makes cheap moissanite look artificial. Our stones are hand-faceted by the same Surat lapidaries who cut our diamonds — the facet geometry is calibrated to balance fire and white-light brilliance so the stone reads as high-quality, not gaudy.
They serve different buyers. Moissanite costs less than lab grown diamond of the same size and gives you more visual fire for the price — ideal if maximum optical impact per budget is the priority. Lab grown diamond gives you IGI-certified grading, a stone that is chemically identical to mined diamond, and better resale/buyback options.
Every Primira jewelry piece is available in either lab grown diamond or hand-cut moissanite — you choose the stone type at checkout. Some buyers choose lab grown for the engagement ring and moissanite for everyday fashion pieces. Both options are crafted from the same Surat facility.
Moissanite is not graded by IGI or GIA under the same certification framework as diamonds. We provide a certificate of authenticity confirming the stone is genuine silicon carbide moissanite, colorless grade, VVS clarity, hand-faceted by our Surat cutters. If you need additional documentation for a specific purpose, contact us and we’ll advise on what’s available.
Ordering & custom pieces
You complete checkout on primiraluxury.com. Within 24 hours, our Surat team contacts you via WhatsApp and email to confirm the exact specifications before production begins. At this confirmation stage you can adjust: stone carat, color grade, clarity, metal tier, metal tone, setting type, ring size, chain length, band width, and finish.
Nothing goes into production until you’ve confirmed. This is how we avoid the most common source of disappointment in online jewelry buying — getting something that’s close to what you wanted but not quite.
The advance payment confirms your intent and allows us to allocate the stone and begin sourcing before full payment clears. Because each piece is made to your confirmed specifications, we can’t hold materials or begin production on speculation.
If you cancel within the 48-hour cancellation window (see returns section), the advance is refunded minus 3–4% in payment processing administrative charges. If production has already commenced when you request a cancellation, the advance is not refundable — the materials and labour have been committed.
Yes. Custom orders go through a full CAD design process: you send reference images or describe what you have in mind, our design team produces a CAD render for your approval, and production begins only after you confirm the design. Stone, metal, setting type, and dimensions are all specifiable.
We accept reference images via WhatsApp. For complex pieces — toi-et-moi rings, multi-stone clusters, custom silhouette pendants — the CAD stage usually takes 3–5 additional business days before production begins.
Start via WhatsApp at +91 9510640173, email contact@primiraluxury.com, or use the custom design form on our website.
Yes, engraving is included at no additional cost. Add your engraving text at checkout or message us before your order ships. Keep in mind that engraved pieces cannot be returned under the standard policy — the personalisation makes the piece non-resaleable.
Yes. Being a Surat manufacturer — in the city that processes 90% of the world’s rough diamonds — means we can supply loose stones and finished jewelry directly to jewellers, retailers, and designers at factory pricing. B2B inquiries for volume orders, specific stone specs, or private-label pieces should come directly via WhatsApp or email so we can discuss your requirements and current stock.
Jewelry, metals & sizing
All jewelry is made from solid precious metal — no base-metal plating. Five tiers are available:
- 18K Gold (750): 75% pure, deep hue, complex settings
- 14K Gold (585): Best balance of strength and gold content
- 10K Gold (417): Hardest alloy, scratch resistant
- 925 Sterling Silver: Anti-tarnish, high reflective surface
- 950 Platinum: Densest, hypoallergenic, premium
All gold tiers are available in yellow, white (rhodium-plated), and rose tone. Each piece carries a purity stamp on the inside. 14K gold is our default recommendation for daily-wear jewelry — it balances gold content, durability, and price better than either end of the range.
Platinum 950 is inherently hypoallergenic and the best choice for anyone with metal sensitivities. 18K and 14K white gold uses rhodium plating over an alloy that may contain nickel — if you have a known nickel sensitivity, platinum is the correct choice. 925 silver and yellow/rose gold do not use nickel-based alloys in our standard formulation. If you have a specific allergy history, mention it in the WhatsApp pre-production confirmation and we’ll confirm the alloy composition for your piece.
We follow the international US ring sizing system (sizes 6–14 available). If you’re unsure of your size, our Ring Size Guide walks you through measurement at home — you need a strip of paper and a ruler. The guide is on the website at primiraluxury.com/measure-ring-size/.
You can also confirm or adjust your ring size during the pre-production WhatsApp confirmation step — it’s one of the specifications we verify before beginning. Getting this wrong after production is the most common cause of avoidable issues, so measure twice.
Our gold jewelry is hallmarked under the Bureau of Indian Standards (BIS) purity certification for pieces that meet the BIS hallmarking threshold. The purity stamp inside each piece corresponds to the declared karat. If you need BIS documentation for a specific purchase — for gifting, insurance, or official purposes — mention it in your order confirmation and we’ll ensure the relevant documentation is included.
Standard finishes: High polish (default), Satin/Brushed, Matte, Hammered, Two-tone (yellow + white gold), and Rose + white combination. Specify your preference during the pre-production WhatsApp confirmation. Not all finishes suit every design — our team will advise if a chosen finish doesn’t work well structurally with a particular setting or metal tier.
Production timeline & delivery
Standard jewelry production is 15–35 business days from order confirmation (business days exclude weekends and Indian public holidays). In cases involving complex stone sourcing or certification coordination, production can extend to a maximum of 45 business days — orders delivered within this window are not considered delayed.
- Standard jewelry: 15–25 business days
- Complex / certified: Up to 35 business days
- Loose diamonds (stock): Within 48 hours of confirmation
- Third-party lab cert: Adds 3–5 business days
Every shipment is insured from our facility to your delivery confirmation. If something goes wrong in transit, we coordinate the resolution.
You have a 48-hour cancellation window from the time of order placement, provided production has not yet commenced. If you cancel within this window, your advance payment is refunded minus 3–4% administrative charges to cover payment processing costs.
Once production has commenced, cancellation is not possible. This is because materials are committed, stones are set aside, and the manufacturing process for made-to-order pieces cannot be reversed.
To cancel, message us immediately on WhatsApp at +91 9510640173 — this is the fastest way to reach us before production begins.
Once your order ships, you’ll receive a tracking number via email and WhatsApp. You can also track directly on our website at the Track Your Order page. If you need a status update during production (before shipping), WhatsApp is the fastest channel.
If your order has not shipped by the end of the 45-business-day production window, contact us immediately via WhatsApp with your order number. We’ll investigate and provide a specific revised timeline within one business day. Genuine delays outside the committed window are rare — when they occur, we communicate proactively rather than waiting for you to ask.
Shipping & tracking
India — carriers: Blue Dart, Delhivery
India — delivery: 2–7 business days after dispatch
International express is via DHL, FedEx, or UPS with signature required. International standard is via USPS / India Post with insurance and tracking included — signature may be required. All shipments are insured from our facility to delivery confirmation.
Customs duties, VAT, and import taxes are the responsibility of the recipient and vary by country. These charges are not included in our product prices or shipping fees. We recommend checking your country’s import thresholds for jewelry and precious stones before ordering — the amounts can vary significantly, particularly for high-value pieces shipped to the EU or the UK.
Every order is insured from our Surat facility to your delivery confirmation. If your piece arrives damaged, contact us within 7 calendar days of delivery with photos of the damage and the packaging. We will arrange repair or replacement. If an order does not arrive and is confirmed lost by the carrier, we will issue a replacement or full refund.
WhatsApp is the fastest channel for damage and transit issues: +91 9510640173.
Contact us immediately via WhatsApp with your order number and the corrected address. Address changes can be made anytime before shipping — once an order has been dispatched and a tracking number issued, we cannot redirect it. Most carriers do not allow mid-route address changes on insured jewelry shipments.
Payment
We accept major credit and debit cards (Visa, Mastercard, American Express) and online payment platforms at checkout. For high-value or custom orders, bank transfer options can be discussed directly — contact us via WhatsApp before placing the order and we’ll confirm what works for your situation.
Yes. All transactions on primiraluxury.com are processed through encrypted payment gateways — we do not store card details on our servers. The checkout is PCI-DSS compliant through our payment processor.
Returns, cancellations & buyback
We accept returns only where the order arrives damaged in transit, is materially different from your confirmed specifications, or an incorrect item was shipped. These are manufacturing or logistics errors — not change-of-mind returns.
Return requests must be raised within 7 calendar days of delivery. The item must be unused, unworn, and in its original packaging with the original invoice and certification documents. Refunds are processed within 7–10 business days of inspection approval, to the original payment method.
We don’t offer direct exchanges. The buyback program is the structured value-recovery option for customers who want to move into a different piece. See the buyback question below for how it works.
The buyback program gives you a structured way to recover value from a Primira piece you no longer want. You don’t need a return-eligible reason — the buyback is separate from the return policy.
Buyback value is calculated as: invoice value minus making charges, minus applicable taxes, minus payment gateway charges, minus a processing fee. Gold is valued at the prevailing market rate on the date of evaluation.
Requirements: original invoice, original IGI or SGL certificate, and successful quality inspection. Contact us via WhatsApp to initiate the process and we’ll walk you through the steps.
Made-to-order jewelry is produced to your confirmed specifications — it cannot be restocked or resold. For change-of-mind situations, the buyback program is the path forward. If you’re hesitating before placing an order, we strongly encourage using the pre-order WhatsApp consultation to confirm every detail first — it’s free, and it’s exactly why we built the pre-production confirmation step into our process.
Caring for your jewelry
For diamond and moissanite pieces: warm water with a small amount of mild dish soap, a soft toothbrush on the underside of settings to clear accumulated oils, then rinse and pat dry. Don’t use ultrasonic cleaners on pieces with pavé or micro-pavé settings — the vibration can loosen tiny stones over time, particularly on shared-prong set eternity bands.
Storage: keep pieces individually (separate pouches or compartments), away from each other. Diamonds will scratch softer metals and other stones when stored together. A cool, dry location away from direct sunlight and humidity. Silver pieces tarnish faster in humid conditions — keep them in anti-tarnish bags or pouches when not worn regularly.
Remove before: chlorinated pools and hot tubs (chlorine attacks gold alloys over time), applying lotions, perfumes, or hairspray (chemicals build up in settings and dull stone surfaces), heavy manual work or gym activity (impacts can chip prongs or stones), and sleeping (catch-prong designs can snag fabric and bend over time).
Pieces designed for daily wear — bezel-set, flush-set, or channel-set designs — are considerably more forgiving than high-prong solitaires. If you asked for a specific setting style, our team flagged its care needs during production confirmation. If you’re unsure, WhatsApp us with the piece details and we’ll advise.
Resizing depends on the design. Plain-band solitaires and most fashion rings can typically be resized up or down by 1–2 sizes without structural compromise. Eternity bands set 360° around the circumference cannot be resized — stone-set all the way around means there is no bare metal to add or remove without disrupting the setting. If resizing is something you might need, mention it before production and we’ll advise on design choices that accommodate it.
For repair inquiries, contact us via WhatsApp with photos of the issue. We assess each case individually — minor prong re-tipping and clasp repairs are standard; more complex issues are quoted before work begins.
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Our Expert team responds to WhatsApp and Email within a few hours during business hours — it’s the fastest way to get a specific answer on a specific piece.
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