Frequently Asked Questions
Everything you need to know about ordering, materials, and caring for your Sano pieces.
How long does a custom piece take?
Timelines are estimates. On average, custom pieces are delivered 10–12 weeks from when the initial 50% deposit is paid.
What's included in a custom design project?
Every custom project includes an initial 30-minute intake consultation, a design sketch, and a digital CAD rendering. Stones are sourced as needed with your approval.
How does payment work for custom projects?
Custom projects are invoiced in two parts, sent by email with payment instructions: 50% to begin the design and sourcing process, and the remaining 50% due before shipment.
Do you ship internationally, and how are orders shipped?
Yes, we ship worldwide. Orders are processed Monday to Friday, excluding holidays. US orders ship via FedEx Priority Overnight and international orders via FedEx International Priority, with shipping costs included on your invoice. All parcels are insured, tracked, and require a signature on delivery. For an international shipping estimate before ordering, contact us.
Who is responsible for duties and import taxes?
Sano is not responsible for duties or import taxes. Once your order arrives in its destination country, you are liable for any duties and taxes required to release the parcel. These vary by order value and destination country.
Can I return or exchange a custom piece?
All custom projects are final sale and non-refundable. If you aren't happy with your piece, contact us and we will work together to resolve the issue.
Can I return a ready-to-ship piece?
Unless otherwise noted, unworn ready-to-ship rings are eligible for return. Notify us in writing within 48 hours of delivery, then return the piece within one week using a shipping label provided by Sano; a 5% restocking fee is deducted from all refunds. We reserve the right to reject a return that is not in new condition.
Are your lab-grown diamonds real diamonds?
Yes. Lab-grown diamonds are real diamonds created in a controlled laboratory that replicates the natural conditions under which diamonds form deep within the Earth. They share the same physical, chemical, and visual properties as mined diamonds, offering the same brilliance and durability, while being produced through a more environmentally conscious approach.
Are your lab-grown diamonds certified?
We offer certification for lab-grown diamonds 0.50 carats and over. Any qualifying diamond comes with a certificate verifying its quality, cut, and color. To see whether a piece is certified, check the individual product's details page.
What does your warranty cover?
Sano guarantees the integrity of all jewelry for one year from the purchase date. Should repairs be needed at any point, contact us and we will provide a quote for the repair, shipping labels, and return instructions. Please note that resizing or repairing your jewelry at a local jeweler voids our warranty.
Do you offer ring resizing?
For rings, we provide one complimentary resizing. If you need further assistance, contact us for a quote.
How should I care for my jewelry?
We recommend routine maintenance, including professional cleaning every 6 months to 1 year. We also strongly encourage adding fine jewelry to a homeowners, renters, or individual insurance policy to protect against loss, damage, or theft.