Frequently Asked Questions

Shopping FAQ

Yes, Lepoem’s online shopping website is available to you and guarantees an exciting, accessible shopping experience all hours of the day. All Lepoem purchases are secure, and if you find your purchase doesn't suit you it can be returned, free of charge.
 *The full return/exchange policy is in the terms of use  on the website

There are a few search options, you can browse the various categories (bracelets, rings, earrings and necklaces) or browse the designers tabs to view the full collection of each designer. Furthermore, each piece of jewelry has a name, and you can always use the search bar to find the piece of jewelry by clicking on the magnifying glass at the top of the page.

Creating an account couldn't be easier. Click the signup button at the top of the page. We invite you to join our community on Facebook and follow us on Instagram @lepoem.

Subscribe to our newsletter and stay informed as we launch new collections.

You can always reset your login password using your email address on the login screen - click on Forgot my Password. In addition, you can contact our technical support by email at Service@lepoem.com

We enable payment of up to 12 payments without interest. This is subject to your line of credit vis-a-vis your credit company.

Yes, all data you enter into the system will remain absolutely confidential and secure, thanks to the use of advanced security systems. As part of the importance we attribute to securing confidentiality and information, any remittance of a credit card number at the website is encrypted and the credit card details entered in the system are deleted immediately upon ending the transaction. Similarly, we use the electronic trade protocol (SSL).

The charge for the order is placed automatically and immediately upon completing the order. Once the credit card company approves the transaction you will receive a receipt to your mailbox. The billing date will be in accordance with your contract with your credit company, on your fixed billing date.

Yes, please check in the purchase process the ‘this is a gift’ button and thus you will be given an opportunity to complete the content of the greeting. The greeting will be printed on a branded card and will be attached to the package.

We will be happy to be of service and answer any question and provide assistance by telephone at +972-54-384-6549 on Sunday-Thursdays between 10:00 - 18:00 or via email 24/7 at Service@lepoem.com. You can leave a message and a representative will get back to you.

No worries, at the end of the ring purchase process, you will receive an email with our ring size guide and an option to receive a ring size tool by post, these options ensure we will find your exact measurement.

No, Lepoem jewelry are designer jewelry pieces and therefore personal engravings cannot be added.

Gift Card FAQ

A Lepoem e-gift card is perfect for any occasion. Let someone special choose the jewelry that suits them most. The e-gift card can be realized for goods on lepoem.com up to the value paid in advance on the card.

To purchase a gift card click here

For the purchase process the gift card is considered a means of payment. At the payment phase, choose the option to pay by gift card and enter the card number. The card can be used up to the amount paid in advance on the card.

To check the balance on a gift card, follow the link in the Gift Card email you received, or contact us here.

Deliveries & Returns FAQ

All international deliveries are through DHL directly to the address you provided us, door to door delivery by courier. It is always best to give a time and place where you are most likely to be (for example your workplace).

For the full delivery policy click here 

After your purchase leaves our factory you will receive a personal delivery number from the delivery company.

We are happy to send our jewelry anywhere in the world.

It is always preferable to give a time and place from which you will most likely be within the range of delivery times, 8:00-17:00 on Sunday-Thursday (not including holidays, Fridays and Saturdays). If the courier arrived and you were not there, the delivery company will contact you to schedule another time.
Of course, you may always contact us too, and we will be happy to assist. By phone +972-54-384-6549 Sunday-Thursday, between 10:00-18:00 or by email 24/7 at Service@lepoem.com.

Of course, we accept returns within 14 days of receiving your order, as long as the jewelry is in its original packaging, new and has not been worn.
*For the full returns policy click here

Contact us by email and we will send a courier to collect your purchase, after receiving the jewelry at the factory and checking that all is intact, a refund or credit can be issued and you can place an alternative order if you wish.
*For the full returns policy click here

Once an order is placed and approved, our goldsmiths will begin working on your jewelry, every item of jewelry is prepared per order and will reach you within 10-14 business days.

*For the full delivery policy click here

Of course, we will be happy to fix the size of the piece of jewelry at no additional cost so long as no more than three months have passed since the purchase and the change of size is up to three American sizes above or below the ordered size. 
Contact us by email and we will send a courier (at our expense) to collect your product, we will adjust the size at our factory and return your jewelry to you with a courier, door to door. 

Maintaining & Warranty FAQ

We recommend keeping your jewelry in a dry and ventilated place.

Clean your jewelry periodically using a soft cloth.
We offer a free annual maintenance service. We invite you to send the jewelry to us once a year for cleaning and maintenance at no cost. This also preserves the lifetime warranty of the jewelry.

We offer free annual maintenance service- reinforcing gemstones, realigning, rhodium coating, cleaning and polishing. 

The warranty of lepoem's jewelry is for life, as long as it was sent or brought to the factory once a year for cleaning and maintenance.
*For the full warranty policy click here

In the event the jewelry is damaged for any reason, first send an email to our customer service and once we reply with an approval, your jewelry can be sent to our factory.

Please attach the warranty certificate and your contact information. 

For further information please contact us.

*The time to handle repairs is up to 21 business days.

 

Choosing Your Jewelry FAQ

We are proud to use only natural diamonds and gemstones.
You will not find treated, colored (CVD) synthetic or enlarged stones at our store. We do not use diamonds that underwent an HPHT process and we do not use moissanite diamonds.
When you purchase a piece of jewelry with a gemstone, notice that a natural gemstone is different than a diamond, it is not clear and contains quasi blemishes - this does not constitute a defect or crack in the stone, to the contrary, it attests to its naturalness and quality.

  • With 45 years of experience in the diamond industry we are proud to provide you with natural diamonds of high color and clarity grades which have undergone a meticulous selection process before placement. Every purchase of jewelry from us is accompanied by a certificate containing a credible and accurate rating of the quality of the gemstones.

 

Our white diamonds are between the D and G color scale and of clarity grade VS1 / VS2 / SI1. We polish all 57 sides of the diamond to maximize the unique sparkle of the diamond.



We only use 18k and 14k gold, not gold plate or brass. 

The difference refers to the percentage of pure gold (fine).
Since gold is a relatively soft metal, and it may erode and lose its beauty through daily wear, most gold jewelry is made from gold mixed with additional alloys.
18 karat indicates 75% fine gold (pure) whereas 14 karat indicates 58.5% fine gold (pure).

All of our jewelry is manufactured by hand in our factory at the Israel Diamonds Center in Ramat Gan.

Yes, all of our jewelry is handmade at our factory by our professional goldsmiths.

Lepoem maintains a zero tolerance policy toward conflict diamonds. Furthermore, we undertake to purchase our raw materials in an ethical manner, with an emphasis on sustainability and social responsibility.  We purchase our diamonds directly from the mines, , and always from countries participating in the Kimberly process.

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