Every piece is made to order, what does that mean?

Every piece in the collection is made specifically for you when you order. Please allow 6 to 8 weeks before it reaches you. If you need a piece by a specific date, get in touch at s@stephanievanzwam.com.

Can I customise an existing design?

Most pieces in the collection can be personalised — gold colour, diamond size, stone shape, the details that matter to you. Get in touch and Stephanie will let you know what's possible for the piece you have in mind.

Can I have something engraved?

Engraving is available on select pieces — a name, a date, or a message known only to the person who wears it. Get in touch to discuss what is possible for your piece.

How long does a bespoke commission take?

The design phase moves at your pace, refined until it feels entirely right. Once you are happy with the design, production takes six to eight weeks depending on the complexity of the piece.

Can I bring my own stone?

Yes. Working with a stone that already belongs to you, whether inherited or simply loved, is something Stephanie approaches with great care. The history it carries becomes part of the design. Bring it to the consultation and she will advise on the best way to work with it.

Where do I begin with a bespoke commission?

With a conversation. The consultation is complimentary and without obligation — in person, or by Zoom, phone, or email. You can book directly on the Bespoke page at stephanievanzwam.com.

Are your diamonds certified?

Every diamond comes with its own independent certificate from the GIA or IGI, confirming exactly what the stone is. Small accent stones are not individually certified.

Are lab-grown diamonds real diamonds?

Yes. Lab-grown diamonds are physically, chemically and optically identical to mined stones. The difference is origin. They are grown from a diamond seed under precisely recreated conditions rather than formed in the earth over millions of years.

How do I find my ring size?

A complimentary ring sizer is available on request. Rings are available in EU, UK and US sizes, including half sizes. If you are between sizes, Stephanie will advise on the best fit for the style you have chosen. One complimentary resize is included with every ring, one size up or down.

Is resizing available?

Resizing is available for all Stephanie Van Zwam pieces and takes approximately two weeks. The cost varies depending on the complexity of the ring. Get in touch to discuss.

What payment methods do you accept?

Payment is accepted by credit and debit card, PayPal, and bank transfer. All transactions are processed securely through Shopify Payments.

Do you work with international clients?

Yes. Stephanie works with clients across Switzerland and internationally. Consultations are available by Zoom, phone, or email, and the full process can be completed from anywhere. All pieces ship worldwide.

How will my piece arrive?

Engagement rings arrive in a lacquered wooden box. All other pieces come in a branded card box. Every order is packaged with care.

Can I return my piece?

As every piece is made to order, collection purchases and customised pieces cannot be returned or exchanged. For bespoke commissions, a deposit is required to begin. This covers materials sourced specifically for your piece and cannot be refunded once the commission is underway. Everything is discussed openly before any commitment is made.

What if my piece arrives with a fault?

If a piece arrives with a fault, please get in touch at s@stephanievanzwam.com within two years of receiving it. Faulty pieces will be repaired, exchanged, or refunded. Each situation is assessed individually and handled with care.

Refund policy

Last updated: 12 November 2026

Each piece is made by hand, for one person. That is what makes it yours, and it is also why we cannot take it back or exchange it if you change your mind: we only buy your stones and start making your piece once you have ordered. Here is how we look after you instead. This applies to all our pieces, whether made in the options and size you chose, engraved, personalised or bespoke. It does not affect your mandatory rights as a consumer.

Please check your ring size before ordering. We are happy to send you a free ring sizer.

Changing your mind just after ordering

Write to us straight away at s@stephanievanzwam.com. If we have not yet bought your stone or started making your piece, we cancel your order and refund you in full.

Bespoke commissions

Bespoke pieces are designed and made for you alone. The deposit is non-refundable once you have approved the final design and paid it, as set out in our Terms of service.

Faulty pieces: 2-year legal guarantee

If your piece has a fault, tell us within 2 years of delivery. Email s@stephanievanzwam.com with your order number, a short description and photos. We repair or replace the piece free of charge, including shipping; if neither is possible, we refund you.

The guarantee does not cover normal wear and tear, accidental damage, misuse, or the fading of rhodium plating on white gold. We offer re-plating and polishing for a fee.

Resizing

Your ring includes one free resize, one size up or down. Write to us to arrange it; it takes about two weeks.

Sending a piece back to us

For a repair or a resize, write to us first with your order number. We then send you the address and instructions. Please send the piece in its original box, by insured and tracked parcel with signature, and keep the proof of postage.

Questions about your piece? Write to Stéphanie at s@stephanievanzwam.com; she reads every message personally.