FAQS
Need a little help? Browse the questions below, or get in touch with our customer service team. Contact us
ABOUT AETARE
What does AETARE create?
AETARE creates personal lab-grown diamonds using carbon extracted from human or animal hair, with jewellery settings and bespoke commissions.
Where does Aetare based?
Aetare is registered company based in Hong Kong.
How can I discuss my idea?
Visit our contact page to start a private consultation and discuss your diamond, setting and individual requirements.
Diamond Options and Samples
What diamond option does Aetare Offer?
We offer a great range of choice of color, shape and desired carat size of up to 2 carats. Including colorless, fancy yellow, fancy blue, fancy pink and fancy green. Shapes such as round, oval, emerald, heart, cushion, asscher, marquise and pear cut. You may select your preference upon ordering directing from our website or discuss with our consulting team.
How much hair is required?
Please prepare 5–10 grams of human or animal hair for each diamond project, using the collection container and scale supplied in your AETARE Box.
How should the sample be prepared?
Follow the detailed collection instructions in your AETARE Box. Samples should be clean and free of external contaminants. If the hair has been treated with dyes or styling products, discuss its suitability with our team before sending it.
Who may provide the sample?
You must own the hair or have the appropriate legal permission to use it. Samples must be lawfully and humanely obtained and must not come from endangered or protected species.
Are colour, clarity and final weight guaranteed?
The service information explains that final colour, clarity and weight can vary with the source material and growth process. Confirm the agreed specifications and the options if they can be achieved before paying or submitting your sample.
ORDERING AND BESPOKE COMMISSIONS
How does the order process work?
Discuss your diamond and setting, confirm your commission and deposit, receive the AETARE Box, return your hair sample, follow the production milestones, then settle the balance before final dispatch.
Which jewellery settings are described in the process?
The process includes rings, pendants, earrings and bracelets. Discuss the setting available for your chosen diamond before confirming your order.
Can I request a bespoke design?
Yes. The client process describes a private design service from initial sketches through 3D modelling and final casting. Contact our team to discuss a design that is not among the standard settings.
How long does the complete process take?
The estimated transformation period is approximately 4–6 months from receipt of your sample at the laboratory, covering carbon extraction, growth, cutting, polishing, engraving and IGI certification. Confirm the schedule for your individual order; this is an estimate, not a guaranteed delivery date.
PAYMENT
What is the payment schedule?
The order process specifies a 50% deposit to begin the project and a remaining 50% balance on completion, before the finished diamond is shipped. Confirm the total quotation and payment instructions with our team before paying.
When is the final balance due?
We contact you when your diamond is complete, independently graded and set into the agreed jewellery piece. The final 50% balance is due before dispatch.
SAMPLE COLLECTION AND SHIPPING
What is inside the AETARE Box?
The collection kit includes a container for your hair sample, a precision scale, detailed collection instructions and a prepaid return label.
How is the collection kit sent?
The order process provides for DHL Express dispatch of the AETARE Box after your deposit. Confirm dispatch timing and destination arrangements when placing your order.
How do I arrange collection of my sample?
Once the container is packed securely in the AETARE Box, reply to your order confirmation email to let us know it is ready. Our team arranges DHL pickup from your address. If a customer portal has been provided for your order, you can also use that channel.
How will the finished diamond be delivered?
Following completion and settlement of the final balance, the process specifies insured DHL Express delivery of your finished diamond in its chosen jewellery setting.
What about destination restrictions, duties and additional charges?
These details are not specified in the supplied order process. Confirm the arrangements for your destination and all quoted charges with our team before placing your order.
CANCELLATIONS, RETURNS AND AFTERCARE
What should I confirm before commissioning a diamond?
Please obtain the cancellation, refund and warranty terms for your individual custom commission before payment or sample submission. The production stage and any sample-processing issue can affect the options available.
What if I need to change or cancel an order?
Contact our team immediately with your order reference. Do not assume a change or cancellation has been accepted until the team has confirmed it in writing.
What if the sample does not provide enough usable carbon?
The service document provides for discussing the available options with you. Confirm whether a further sample, a different approach or cancellation is appropriate before agreeing to the next step.
What if the finished item appears damaged or incorrect?
Contact our team promptly with your order reference and a description of the concern. Keep the packaging and purchase documents and ask for return instructions before sending the item anywhere.
GRADING, ENGRAVING AND TRACEABILITY
Is independent grading included?
The service information includes submission of each diamond to IGI for independent grading. IGI determines the grades and its own turnaround time; confirm the agreed specification and report details for your commission.
Can the diamond be engraved?
Laser engraving on the diamond's girdle is described in the service. Confirm the permitted characters, final text and change deadline before authorising engraving; the inscription is also recorded on the grading report.
What documentation accompanies the diamond?
The process specifies an IGI report and a chain-of-custody record documenting the stages of the diamond's journey.
Is the sample's origin independently verified?
The service information states that AETARE does not verify the identity or species of the hair source. You are responsible for accurate disclosure and permission to use the sample. Chain-of-custody documentation records handling of the submitted material.
