Frequently asked questions

Every gemstone we use — from lab-grown diamonds to coloured lab-grown stones like emeralds, sapphires, rubies, and Paraiba garnets — is thoughtfully selected for its quality, character, and meaning. To help you explore what makes each stone unique, we’ve created a series of guides covering grading, symbolism, and why we choose them.

Explore our Gemstone Guides to discover the beauty behind every Keanis piece.

Yes – depending on the piece, you’ll receive either a gemstone certificate or a full jewellery certificate.

Most of our lab-grown diamonds and coloured gemstones come with an independent grading certificate from a trusted authority like IGI, detailing the stone’s quality, cut, and characteristics. For other pieces, especially those featuring multiple stones or unique designs, we provide a jewellery certificate confirming the overall quality and materials used.

To learn more, visit our Certificate Guide for a closer look at what each certificate includes and why it matters.

Our Keanis Try-On Kit is a wonderful way to visualise different stone shapes and sizes from the comfort of your home. You’ll receive samples of your chosen shapes along with ring sizers, so you can explore what feels and looks best on your hand.

While each product page offers size options to guide your selection, the Try On Kit provides a physical reference — helping you make a more confident choice when it comes to proportions and presence.

We only work with high-quality platinum and 18K gold, which are generally well tolerated by sensitive skin. If you have a specific concern or metal allergy, feel free to reach out — we’re happy to guide you to the best option.

We work exclusively with Platinum 950 and 18K gold — precious metals that meet the highest standards of fine jewellery craftsmanship. There are no shortcuts or plated alternatives in our pieces. We also offer signature two‑tone designs, crafted from solid 18K yellow gold and 18K white gold.

Learn more in our Precious Metal Guide.

Most of our pieces are available in platinum or 18k yellow, white, or rose gold. If you’re interested in a bespoke metal finish or have something specific in mind, please contact our team — we’ll be happy to explore options with you.

Our collection is carefully curated and crafted from our signature designs, which allows us to maintain the highest quality and craftsmanship. By focusing on our ready-to-wear and made-to-order pieces, we ensure timely delivery and meticulous attention to detail. Therefore, we can accommodate requests for special gemstone sizes or different shapes in our existing styles. However, we do not currently offer bespoke or custom design services.

Absolutely. Our pieces are designed to be loved and worn daily. We use fine materials — like 18K gold, platinum, and high-quality lab-grown gemstones — for durability and lasting shine. Just remember to remove your jewellery before heavy lifting, sports, or using harsh chemicals to keep it looking its best. Please refer to our Jewellery Care Guide for more information.

Yes — our Try-On Kit lets you explore different stone shapes and sizes from the comfort of home. It’s a simple, pressure-free way to get a feel for proportions, style preferences, and sizing before making your final decision. You can easily order your kit online, and we’ll deliver it directly to your door.

We offer one complimentary resizing within 90 days of collection or delivery for all eligible Keanis rings. We understand that sizing can be tricky — especially if it’s for a surprise proposal — so you're welcome to visit us after the big moment for a professional fit and adjustment.

Please note that resizing is only available for rings made in 18K gold or platinum and typically within three full sizes up or down. Some styles, such as full eternity bands or open bands cannot be resized due to their design. If a ring is non-resizable, we’ll clearly note this on the product page.

After the 90-day complimentary period, ring resizing is available at a standard fee of £50 per adjustment.

Please note that engraved or modified rings are not eligible for free resizing, even within the 90-day window, and will also incur the standard fee.

If you’re unsure about sizing, we’re always happy to offer guidance before or after your purchase.

You can arrange resizing by:

– Emailing us at hello@keanis.co.uk with your order details and desired size, or
– Booking an in-person resizing appointment at our studio.

If you’re returning a ring by post, please note that you’ll need to arrange and cover return postage. We strongly recommend using a tracked and insured service, as Keanis cannot be held responsible for any loss or damage in transit. Be sure to return the ring in its original box or suitable protective packaging.

To achieve your perfect fit, our jewellers carefully add or remove a small strip of metal from the back of the band before seamlessly soldering it back together. The work is so precise, you won’t see any visible sign that the ring has been altered.

Yes. While ordering online is the most convenient way, you’re also welcome to place an order via email or during a visit to our studio. If you’d like a more personalised experience, we recommend booking an appointment to explore your options with us before purchasing.

Every Keanis jewellery piece is elegantly presented in our signature sustainable packaging — a reflection of our commitment to both beauty and responsibility. A soft velvet lining cradles your piece to ensure it arrives in perfect condition.

We also include a professional-grade polishing cloth, a soft travel pouch for safekeeping on the go, and a care guide to help you keep your jewellery looking its best. Where applicable, a printed IGI certificate is enclosed for added peace of mind.

Yes — you can opt to collect your order from our studio in person. Simply select the "Collect in Store" option at checkout. We'll notify you by email as soon as your order is ready for collection.

We begin preparing your order shortly after it's placed, so changes may not always be possible — especially for made-to-order pieces. If you need to request a change, please get in touch with us at hello@keanis.co.uk as soon as possible, and we’ll do our best to accommodate.

We accept a wide range of payment methods for your convenience, including:

- All major credit and debit cards, such as Visa, Mastercard, American Express, Maestro, Diners Club, Discover, and UnionPay

- Apple Pay and Google Pay

- Shop Pay (standard checkout only — instalment options are currently unavailable)

Absolutely. We use secure checkout system with industry-standard encryption to protect your payment information. Your card details are never stored on our servers.

If your payment doesn't go through, you'll be notified immediately at checkout. Please check that your card details are correct and that you have sufficient funds. If problems persist, contact your card issuer or try a different payment method.

Yes — we offer a 30-day return and exchange window from the date you receive your order. Items must be unworn, in their original condition and packaging.

To begin a return, please contact us at hello@keanis.co.uk with your order number. We’ll guide you through the process.

Returns remain the responsibility of the customer until they are safely received by us. We recommend using a tracked and insured service.

You can find more details in our Shipping & Returns Policy.

Yes — a few items are excluded from returns due to hygiene or customisation reasons:

• - Earrings, for hygiene reasons
• - Engraved or custom-made pieces
• - Eternity rings and other non-resizable designs
• - Items that have been worn, damaged, or altered after delivery
  

These exclusions help us uphold the highest standards of quality and craftsmanship.

Yes — we offer an extended return window during the holiday season to allow for early gifting. Orders placed during this period may be returned or exchanged beyond our standard 30-day window.

Full details will be available on our website during the gifting period, or you’re welcome to contact us if you have any questions in the meantime.

If your parcel hasn’t arrived within the expected timeframe, please contact us at hello@keanis.co.uk and we’ll investigate immediately.

For peace of mind, all orders are shipped with tracking, and high-value items would require a signature upon delivery.

We offer one complimentary resizing within 90 days of collection or delivery, where the ring design allows.

After this period, resizing is available at a standard fee of £50. Our team will be happy to advise based on your ring’s style, structure, and requirements.

Yes — we’re happy to add engraving to your ring within 90 days of receiving your order, free of charge.

After 90 days, engraving is still available for a standard fee of £50. If your ring has already been engraved and requires resizing, the engraving will need to be removed and redone — this will also be subject to the same £50 fee.

Our team will guide you through the options based on your ring’s design and finish.

After your complimentary 90-day care period, we continue to offer a full range of aftersales services — including resizing, engraving, polishing, and minor repairs — all carried out to the same exacting standards as when your piece was first made.

Each service is quoted individually based on your piece, but our fees are always sensible, transparent, and reflective of the quality and care we provide. You're welcome to contact us anytime for guidance or a personalised recommendation.

If the item hasn’t yet been dispatched, we’re happy to cancel your order and issue a full refund.

Once the item has shipped, you’ll need to follow our standard return process within 30 days of receiving your order.

As custom and engraved items are made uniquely for you, these cannot be cancelled or refunded once production has started. We kindly ask that you review your design and engraving details carefully before confirming your order.