Frequently Asked Questions

Purchasing an item on Graff.com is simple and secure. Once you have selected your item, you can move it to your Shopping Bag by clicking on the "Add to Bag" button. To complete your order, simply follow the instructions through the checkout process. Some of the featured item may not be available in stock. Client service will contact you if such situation arises.

Your credit card details will be requested at the end of the checkout process, after which your order will be confirmed. 

Please contact Client Service to do so.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

Graff.com currently accepts Credit Card and Bank Transfer. Please note that for certain items payment options may be limited. For further information on payment methods, please contact Customer Service.

To find out if an item sold online is available at your local boutique, please call Customer Service at  0120-667-687 or fill out an online enquiry form, which you can locate when you click on a certain product.

Your Graff purchase will be packaged in a signature Graff box and shopping bag. Complimentary gift-wrapping is included for all orders. 

You will be able to include a personalised gift message with your purchase at checkout, which we will be printed on a card. We recommend that you leave your name on the gift message as the package will have no additional information that identifies you as the giver. Your customised message will arrive with your gift package.

Resizing is offered for specific items. To find out more, please make an enquiry via our contact form, or contact Client Service.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

Yes, Graff.com is a safe platform on which to place your online order. It is important that our site server is extremely secure and therefore we ensure that industry-standard encryption technologies are used when transferring and receiving customer data.

Graff.com does not offer all merchandise online, however an extensive range is available and new items are continually being added. 

Some of the featured item may not be available in stock. Client services will contact you if such situation arises.  

IIf you need extra help or advice about your purchase, please make an enquiry via our contact form, or contact Client Service.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

In-boutique pickup is available at Graff Tokyo Salon for items that are available to purchase online. You will be able to select the boutique at the checkout page. 

Prices on Graff.com are subject to change. The price listed on the day of purchase is what you can expect to be charged.

Yes, you may still purchase items from Graff.com. If you would like to discuss your order over the phone, please contact Client Service.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

We do not currently have a cell phone application where you can make purchases. If you would like to discuss your order over the phone, please contact Client Services. 

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

No, unfortuantely once the order is complete you cannot change the payment or delivery method.

Unfortunately, we currently only accept one payment method per order. We recommend that you make a separate order per purchase if you wish to order multiple items with different payment methods.

Opening a Graff account to make a purchase on Graff.com means that your personal details will be securely saved so that you can ensure a faster check-out process. You can also sign-in at any time and track your online orders easily. Registering for a Graff account also allows you to save items to a wish list and access exclusive previews on latest products.

Graff treats the privacy of its clients with the utmost importance. To find out more about how Graff processes and protects your data, please visit our Privacy Policy and Cookie Policy. If you have any further questions, please email data@graff.com.

Yes. Sales tax will be automatically applied to your order, with the exact amount displayed on the check-out page. For further information, you can make an enquiry through our contact form, or contact Client Services.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

Online purchases made on Graff.com can only be shipped to addresses within Japan. At present we are unable to ship internationally. For more information, please make an enquiry via our contact form, or contact Client Services.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

It takes some time to ship Graff engagement rings because every Graff Solitaire ring is unique. Resizing and personalisation results in a longer delivery time. For more information, please please make an enquiry via our contact form, or contact Client Services.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

Online purchases have a 14-day return policy, which is activated from the date of delivery. To discuss return or exchange, please contact Client Service. We cannot, however, process exchanges or returns on items that have been customized, engraved, worn, used, altered or damaged. We reserve the right to inspect the product prior to approving your refund request. Upon receipt and subject to any inspection, we will provide you with a refund of your purchase price. Cost of returning the product will be born by you if the reason for return is not our fault.  

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM JST.

Yes, you will receive an email with tracking details once your order has been shipped. You can also check the status of your purchase via the "My Account" section on Graff.com, which will enable you to track your order even if you checked out as a guest.

Yes, complimentary gift-wrapping is included for all orders. Purchases will include a Graff box, personalised gift message or blank card and a shopping bag.

No, we do not currently ship internationally and can only accept orders with Japan shipping addresses.

You will be able to change your delivery address after you have placed an online order if the item has not yet been shipped. 

Please contact Client Services.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

The money will be refunded to the purchaser and not the gift receiver.

No, shipping fees are complimentary for all purchases.

No, we only ship to one address per order.

The order confirmation, delivery notification and invoice for your order will be sent via email to the address provided during the check out.

If you would like a receipt, please contact Client Service.

The Graff in-store pickup service enables you to collect your online purchase from Graff Ginza Flagship Store or Shinsaibashi Salon. 

At the checkout page you will be able to select the in-boutique pickup option. You will receive an email from the boutique when your order is ready for collection. Please wait for this email before going to the boutique and ensure you bring the below:

1. A copy of your in-boutique pickup notification email.

2. A valid form of identification.* If you send someone else to pick up the item on your behalf, please ensure that they have a copy of your in-boutique pickup notification email along with their own valid form of identification. 

Valid forms of identification include: 

-Passport 

-Government-issued driver's license 

The length of time it takes for an item to be ready for collection depends on the product category and you will be informed via email about your order. The boutique manager will notify you when the item is ready for collection.

Please make sure you have: 

1. A copy of your in-boutique pickup notification email. 

2. A valid form of identification.* If you send someone else, or a courier service, to pick up the item on your behalf, please ensure that they have a copy of your in-boutique pickup notification email along with their own valid form of identification. 

Valid forms of identification include: 

-Passport 

-Government-issued driver's license 

-Government-issued national/state/province identity card (including

-European ID card) 

-Military ID card

Yes. Consumption tax will be automatically applied to the amount of your order. The total amount will be displayed on the check-out page.

Diamonds are forever and with some simple care you can ensure they are preserved for years to come. Boutique diamonds jewels in such a way that each piece is separated from the next so they cannot scratch each other. Different stones have different hardnesses and softer stones and metals can easily be scratched by harder stones. Diamonds are the hardest material and should be stored invididually and should not be in contact with other diamonds. Diamonds are best stored in the box in which they came in or a soft fabric pouch. 

Diamonds should be cleaned with warm soapy water and a soft brush. Do not use harsh detergents or alcohol. Rings can be cleaned reguarly to maintain the sparkle of the diamond and also remove any germs and hand cream that may be trapped behind the setting. 

Even though diamonds are hard-wearing, it is recommended that you do not wear them whilst carrying out hard labour work.

You can use a non-abrasive cleaner to maintain your gold and platinum jewellery. Use a soft cloth to polish your gold reguarly and boutique it separately from other metals to avoid discolouration. Both 18 carat white gold and platinum rings may need re-polishing depending on the level of wear and tear. Do not let your gold jewellery come into contact with household bleach as this will cause the gold to discolour and possibly even disintegrate. Try to avoid wearing platinum and white gold rings side by side because the softness of each metal differs. 

To avoid your gold tarnishing, always remove jewellery when you go swimming - the chlorinated water can damage the surface of the metal. It is also recommended that you remove your gold when applying perfume and hairspray and using cleaning products. 

It is recommended that you do not wear your gold or platinum jewellery whilst carrying out hard labour work as precious metals can scratch and dent when they come into contact with harder elements.

All gemstones are very precious and you must protect them by avoiding contact with abrasive surfaces and impact against hard surfaces. It is best to boutique gemstones separately, ideally in the box in which they were received or in a soft fabric pouch. 

If carrying our hard labour work, we advise taking off your jewellery to protect your gemstones. 

To clean your gemstones, it is best to use a soft, lint-free cloth. However, soap, water and liquid cleaners must not be used on certain gemstones. Please also avoid harsh chemicals coming into contact with your gemstones as this may dull the stone and cause erosion. 

If you require further information, please make an enquiry via our contact form, or contact Client Services.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

To schedule a Graff diamond ring consultation you can either contact Client Service or submit a request via our appointment form.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

Every Graff diamond is responsibly mined in accordance with the Kimberley Process - it is of crucial importance that the ethical, conflict-free provenance of our jewels is diligently maintained. Read our anti-slavery statement to find out more.

The majority of our diamonds over 0.50 carats are accompanied with a GIA certificate and other important gemstones with certificates from leading independent authorities within the industry.

Issued by the Gemological Institute of America (GIA), an independent laboratory and the world's foremost authority on diamonds, a GIA certificate is a record of the quality and properties of a stone. They are issued after a diamond has been analysed and graded. If the diamond you have chosen has a GIA certificate, we will email the e-copy to you upon purchase.

Unique in the world of diamonds, we preside over every stage of a diamond's journery and are dedicated to seeking out the very best: diamonds that will speak to the heart for eternity. From the sourcing of a rough diamond to the cutting, polishing and mounting of each stone, our attention to detail is all-encompassing. Every diamond that passes through our hands is imbued with the passion and expertise of two generations of the Graff family, paired with exceptional artistry and design. At our London workshop we use traditional, time-honoured tools alongside cutting-edge design technology to unleash the natural potential of Mother Nature's finest raw material.

To schedule a Graff diamond ring consultation you can either contact Client Service or submit a request via our appointment form.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.



Yes, every Graff diamond is responsibily mined in accordance with the Kimberley Process, which certifies that diamonds originate from conflict free zones. It is of crucial importance that the ethnical, conflict-free provenance of our jewels is diligently maintained. 

Graff has always been at the forefront of such developments and is committed to acting in an ethical and responsible manner across all its business practices. We do not tolerate slavery, servitude, forced or compulsory labour or human trafficking either within our business or within our supply chains. 

Through our procurement and polishing division we are subject to the rigorous requirements of the De Beers Best Practice Principles (BPPs). These BPPs set out the detailed standards our procurement and polishing division, Safdico, is required to adhere to in order to maintain its ‘Sightholder’ status with De Beers. Among other requirements, the BPPs focus carefully on supply chain management, provenance claims, child and forced labour and ethical standards generally. Alongside Safdico, we are regularly subject to audit procedures in order to ensure ongoing compliance with the BPPs. This has, over a number of years, fostered a culture of increased vigilance and compliance within Graff. Please read our anti-slavery statement to find out more.

Every Graff diamond is evaluated and assessed according to the catergories of diamond quality prescribed by the GIA: Cut, Colour, Clarity and Carat. These characteristics are known as the 4Cs and each plays a role in determining the uniqueness of a diamond.

The authenticity and quality of each and every one of our diamonds is extremely important to Graff. Many of our diamonds are laser inscribed with the Graff logo, proving that they have passed through our rigorous selection process and ensuring an unrivalled level of authenticity. Each diamond engagement ring is also accompanied by a GIA certificate, which guarantees the quality of your stone. With our own hallmarking facility, presided over by a member of the Goldsmith's Company Assay Office, all of the metals used within our jewels are also scrupulously authenticated. 

Graff will help you when you are choosing your engagement ring. To schedule a Graff diamond ring consultation you can either contact Client Service or submit a request via our appointment form.

You will be able to change your delivery address after you have placed an online order If the item has not yet been shipped. 

Should you have any more questions, please contact Client Service.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

All Graff purchases will arrive in unmarked packaging to ensure the privacy of your order, with your engagement ring beautifully gift-wrapped inside. Should you have any more questions, please contact Client Services.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

For rings which do not require resizing or other adjustment, delivery takes about seven days. You will receive an email with tracking details once your item has been shipped.

Engagement rings have a 14-day return policy, which is activated from the date of delivery. To discuss return or exchange, please contact Client Service. We cannot, however, process exchanges or returns on items that have been customized, engraved, worn, used, altered or damaged. We reserve the right to inspect the product prior to approving your refund request. Upon receipt and subject to any inspection, we will provide you with a refund of your purchase price. Cost of returning the product will be born by you if the reason for return is not our fault.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM JST. 

For assistance with resizing your engagement ring, please make an enquiry via our contact form, or contact Client Services.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

For inquiries on care services, you can make an enquiry through our contact form, or contact Client Service.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.

Please contact Client Services or submit an enquiry via our contact form about counterfeit designs.

Toll free number : 0120-667-687

Monday to Friday (Excluding holidays) from 11AM to 6PM EST.