FAQ
Frequently asked questions
Delivery and Returns
When will I receive my order?
Ready to ship pieces are typically dispatched within 1–2 business days. Made to order pieces individually crafted for your specific size typically require 2–4 weeks before dispatch.
Once shipped, international delivery generally takes 3–5 business days via EMS Express. You'll receive a shipping confirmation email with tracking details as soon as your order has been dispatched.
Do you ship internationally?
Yes, international insured shipping is included for all Guesthouse orders.
Every shipment is fully insured, requires a signature upon delivery, and includes tracking from dispatch until it reaches you.
To make your experience as seamless as possible, all duties and taxes are covered by Guesthouse, so there are no additional import charges upon delivery.
What is your return policy?
Returns are available for select items that are unworn and returned in their original packaging. If your piece arrives with a manufacturing defect or has been damaged in transit, please contact us via WhatsApp with photos within 7 days of delivery, and we will make it right.
Made-to-order or customised pieces are not eligible for returns. Returns, exchanges, or cancellations due to a change of mind or personal preference are also not accepted. Please consider your purchase carefully before placing your order.
Materials
Where is your jewellery made?
Every piece is designed and made to order in Seoul by local craftsmen. Our team is based in Seoul and works alongside the local craftsmen, allowing us to oversee production from start to finish.
What metals do you use?
We work exclusively with solid gold and platinum. Every piece is hallmarked with its metal purity and karat weight.
Are your pieces solid gold or plated?
Solid gold, always. We do not use gold plating over brass or gold-filled materials. Our pieces are made exclusively from solid gold and platinum - precious metals designed for true longevity.
Are your diamonds natural or lab grown?
We exclusively use lab-grown diamonds in our pieces for their exceptional quality, consistency and value.
What type of lab diamonds do you use?
Every lab diamond above 1ct comes with certification from IGI or GIA. For melee sized diamonds, we opt for DEF colour and minimally VS1 lab diamonds.
Customisations
How do I start a custom project?
Send us a photo reference or idea via WhatsApp and we will take it from there. Quotations and initial sketches are complimentary, so don't hesitate to reach out.
What can be customised?
Rings, necklaces, bracelets and more. We can customise metal type, gemstones, sizing and design details, or a bespoke piece from scratch.
How long does a custom project take?
Once your design and order are confirmed, production typically takes 2-4 weeks. We will keep you updated throughout the process via WhatsApp.
Is there a minimum spend for custom projects?
There is no minimum spend for custom projects.
Sizing
How do I find my ring size?
Upon order confirmation, we will send you a complimentary metal ring sizer before production begins. The ring sizer matches the sizing standards used by our workshop. You may also refer to our ring sizing chart or measure an existing ring that fits you comfortably.
What if I am unsure of my size?
If you're in between sizes or unsure of the fit, select "Unsure" before carting out. We will reach out personally via WhatsApp to advise before your piece enters production.
Appointments
How do I visit your Seoul showroom?
We love meeting our clients in person, whether it's for a design consult or item pick up. Please arrange and appointment with us via WhatsApp.
Can I collect my order in person?
Yes. Many of our international clients order ahead and collect their pieces during their travels to Seoul. Please WhatsApp us to arrange an appointment.
I'm not in Seoul, can I make a virtual appointment?
Absolutely. Virtual appointments are available for clients who would like to view pieces up close, discuss a custom project, or ask questions before placing an order. Please WhatsApp us for a slot.