Cancellation & Returns Policy

 

At Diamond Palace, we have full confidence in our designers, gemologists, and master jewellers to create exquisite jewellery. However, should you find yourself dissatisfied with your purchase, we have implemented the following returns policy:

  • Products must be returned within 30 days of it being ready.
  • Items must be unworn, undamaged, and in saleable condition.
  • For hygiene reasons, earrings (and other pierced jewellery) cannot be returned.
  • Wedding rings and eternity rings are also not returnable.
  • Your item must be returned with its ring box and all supporting paperwork, including any GIA or IGI certificates or gemstone grading reports.
  • The jewellery must not be missing any of its original diamonds or gemstones.
  • The jewellery must not have been altered by any other jeweller or individual.
  • Bespoke commissions, personalised items, or engraved items are excluded from our returns policy unless faulty or agreed upon in writing.
  • Orders where the diamond is priced above £25,000 (excluding VAT) are excluded from our returns policy unless faulty or agreed upon in writing.
  • We cover the cost of posting your order if in the UK, for international posting there is an additional charge, but we do not cover the cost of an item being returned to us unless it is found to have a manufacturer's defect. This also includes resizing, returns or alterations. 

If your purchase meets these criteria, a refund will be issued within 28 days of the return. However, please note:

  • If you have lost your GIA certificate, replacement can be arranged, but please inform your Diamond Palace point of contact beforehand. A £550 fee per certificate may be deducted to cover the costs if your jewellery is returned without this.
  • If your order arrives damaged or faulty (not due to your own actions), we can repair, replace, or provide a full refund.
  • Replaced or repaired rings are non-returnable and non-exchangeable.
  • If you exchange your item for a replacement or have had your diamond reset in another ring, your order will be exempt from future returns or exchanges.
  • If you are unsure whether your jewellery can be returned, please contact us on hello@diamondpalace.co.uk

For bespoke purchases or Quick turn around orders (less than 6 weeks production time)

  • As stated above bespoke commissions, personalised or engraved items are excluded from our returns policy, unless faulty. This also applies for orders that have been requested for a quick turnaround i which the standard production time of 6 weeks was reduced to accommodate an earlier required due date. However, we would consider offering an exchange for something of similar or greater value within 15 days of purchase. This is at the discretion of management.

Preparing your return:

  • Returns can be made in person, or via delivery. To return an item in person, please book an appointment. For returns via delivery, we ask that you follow these important steps to return your Diamond Palace purchase.
  • Email us on hello@diamondpalace.co.uk, call us on 020 7242 3015, or contact your consultant directly to discuss your return. You must do this before returning your item.
  • When confirmed with your Diamond Palace point of contact, you should package your item with the original packaging. This must include your GIA or IGI diamond or gemstone certificate.
  • Avoid indicating the value of the package contents on the address label. Instead, address the package to: 'FAO [name of your consultant]@ DP', 36 Greville Street, London, EC1N 8TB'.
  • We ask that you return items within the UK via Royal Mail Special Delivery Guaranteed, making sure the package is tracked and insured. You should also obtain proof of posting. Please ensure you mark the parcel as fragile and clearly write that it is not to be left with a neighbour or on the doorstep. For orders returned from outside the UK, you should choose a reputable courier of your choice, ensuring the package is tracked and insured, and obtain proof of dispatch.
  • Diamond Palace reserves the right to reject returns if the above steps are not followed, and is not liable for repair, replacement, or refund in such cases.

Please ensure your jewellery meets the outlined criteria before returning, or contact your Diamond Palace point of contact or email hello@diamondpalace.co.uk for clarification.