Learn how to place a hold request, track its status, and transition your held items to a final purchase. Steps to each can be found in the drop downs below.
Place a Hold Request
Find the 'Hold Request' button at the top of each item card with the hand icon (see screenshot below).
Please note;
- Hold time is 24 hours
- Not all suppliers allow hold requests.
- If a stone is already on hold by another user, you will not be able to place a hold request or add it to your cart.
Once you click the button, Confirm the hold request. This instantly alerts both the supplier and our internal team to secure the stone for you. You will be notified by email once your hold is confirmed.
Track & Manage Your Holds
Once the supplier accepts your request, you will receive an email update. You can track all activity by navigating to the main menu and selecting 'Holds'.
From the Holds screen, you can monitor four statuses:
- Pending: Awaiting supplier approval.
- Active: Approved and held for you.
- Rejected: The supplier declined the hold.
- Expired: The hold time limit has passed.
Release a Hold
If you change your mind and no longer need a stone, please release the hold manually as a courtesy to the supplier.
- Head to My List, select Holds, find your item under the Pending or Active section, and click Release.
- If you do not manually release or purchase the stone, please note that all active holds will automatically expire on their own after 24 hours.
Order From a Hold
Ready to finalise your purchase? You can buy directly from your active holds.
- Go to your Holds screen.
- Click 'Add to Cart' next to the active hold.
- Proceed to checkout to secure your order.