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Brilliant Earth Personalized Consultations

Outstanding and highly personalized customer service is the hallmark of the Brilliant Earth shopping experience. We combine the ease of online shopping with the attention and in-person service of a boutique jewelry store. Our approach to customer service is integral to our mission, as we believe that ethical origin fine jewelry is at its most precious when it truly reflects the values and needs of the individual customer.

When you contact Brilliant Earth, you will be assisted by your very own jewelry specialist to guide you through the entire purchase process. Whether over the phone, over email, or in person, our jewelry specialists take the time to learn your needs and preferences to ultimately help you make the ideal selection for you! They will happily answer your questions and ease your concerns all the way until that special moment when you receive your jewelry.

We understand how the decision to purchase any fine jewelry, particularly an engagement ring or wedding band, is one that requires care and thought. By offering a wide variety of ring and gemstone options, as well as custom capabilities, your jewelry specialist is able to provide the education and guidance required to select the right pieces for you. Whether that means identifying styles or offering diamond suggestions, your specialist will work within your budget so that you get the most value from your purchase. Additionally, each jewelry specialist would welcome the opportunity to discuss the social and environmental issues affecting the jewelry trade and about the ethical origins of our products.

Brilliant Earth customers are from all over the world! Regardless of where you are located, a jewelry specialist will work with you virtually to select a piece of jewelry that you or your loved one will cherish. In addition to the visual representation of our entire collection on our web site, our jewelry specialists are able to consult with customers for extended periods of time via phone, e-mail, live chats, and video chats. Learn more about how Brilliant Earth is enhancing customer experience.

Our jewelry specialists frequently email additional images, recommend specific gemstone options, email electronic laboratory certificates, and provide quotes! Regardless of where you live, we strive to recreate the showroom experience in a virtual way.

Upon request, the jewelry specialist assisting you can arrange for consultations with different members of our team. To learn more about how diamonds or gems are graded or about the quality of a particular gemstone, you can speak with one of our GIA-certified gemologists. To design your own piece, you can consult with one of our custom design specialists. We can also arrange for a jewelry designer to demonstrate how we will create a visualization of your idea!

Health and Safety

The health, safety and well-being of our community is of utmost importance to us. We are following state and local government and health guidelines, and we have taken the following precautionary measures to promote health and safety in our showrooms during the COVID-19 pandemic. This is a new and unchartered experience for us all, and we appreciate your understanding and flexibility as we navigate through this together.

  • Our appointment model allows us to limit the number of customers in our showroom at any point in time. We have implemented additional measures, including applying directional signage and removing or limiting seating areas, so we can maintain social distancing.
  • Jewelry specialists will wear gloves and masks during your appointment, and we will require the use of masks by customers. Hand sanitizer and wipes will also be available.
  • We have increased the frequency of cleaning and sanitization in our showrooms and offices, and have decreased the length of appointments to allow for cleaning between each appointment.
  • We have implemented a protocol for employee symptom monitoring, and employees are required to stay home when showing symptoms or signs of sickness. Additionally, customers displaying symptoms or signs of sickness will not be allowed to enter the showroom.

Special Requests

Our jewelry specialists will often be able to provide alternative gems or precious metals that are not shown on our website. For example, we have been able to offer the following to fit our customer needs and budgets:

  • Additional ethical origin diamond options that are not shown on our website
  • Alternative metals such as 14K white gold, 14K yellow gold, and palladium
  • Alternate colors, shapes, and sizes of sapphires, emeralds, and rubies
  • Semi-precious gems, including moissanites, aquamarines, morganites, and amethysts

In addition, we can also make modifications to any of our standard styles to fit your preferences. This includes the following:

  • Changing the finish from polish to matte
  • Adding finishing details, such as milgrain or hand engraving
  • Changing the width of the ring
  • Setting different diamond or sapphire accents

We also offer custom design so you can design a truly one of a kind piece to be cherished always. Contact us for any special requests!

Customer Letters

It’s not necessary to take our word for it - Brilliant Earth customers send rave reviews of their experiences daily! We invite you to take a look at some of our favorite letters from new and returning customers attesting to our phenomenal customer service. If you are already a Brilliant Earth customer and have been satisfied with our products and service, we encourage you to submit your own letter.