Repair

All of our pendants come with a complimentary chain. If in the unfortunate event your chain does break, please contact our customer services with your order number, who will be able to help organise a replacement chain for you.

• The replacement fee for any silver or gold vermeil chain is £15.00 GBP.
• The replacement fee for any 9k gold chain is £75.00 GBP.

It is usually possible for us to alter a bracelet to your desired length. However, we are unable to offer this service across all our designs. We can confirm our most popular bracelets, including tennis bracelets, can all be altered in length. For any other designs, please contact our customer services team, who will be able to check this for you. The fee for the alteration is £100.00 GBP. Any links which have been removed are also sent back to you, along with your altered bracelet.

Safety chains are a great way to keep your favourite jewellery safe whilst wearing it. We can confirm that we can add a safety chain to most of our bracelet designs. The process can take up to 21 days and the fee for this service is £150.00 GBP. Please contact our customer services team with your order number and we will provide returns instructions so that we can get this organised for you.

If you lose a back to your earring, please contact our customer services team who will issue returns instructions for you so that you can send your earrings back to us. This is so that we can assess the earrings, and ensure the new backs fit perfectly to prevent any future damage or loss. At the same time, we will sonic clean and polish your earrings prior to returning them to you. The fee for a single screwback is £75.00 GBP and the fee for a single pushback is £37.50 GB

If your ring has incurred damage in any form, we would recommend getting in touch with our customer services who will be able to provide you with returns instructions so that our team of experts can assess the ring for you. This needs to be done in order to see how we can best help resolve this matter for you. For peace of mind, we always recommend taking out insurance cover that covers any accidental damage, loss, or theft of your jewellery.

If your ring requires a size change, please contact our customer services who will send you returns instructions so we can help get this organised for you. For most rings (which are not subject to any terms and conditions), we provide a one-time free size change within the 30-day refund period. Please know, all our jewellery is handmade, and designs vary. With that in mind, we cannot guarantee that we can resize every ring. Due to the complex structures of certain rings, we are only able to hand-make a new size from scratch, whilst other designs can be easily resized. We will ensure to email you in advance advising which procedure we will proceed with for the size change.

Our current assessment period is 19 days. However, we aim to process all returns and assessment ahead of this time, as quickly as we can. All repairs and resize timescales vary depending on the assessment outcome and individual jewellery design. Regardless, you will be contacted with an assessment – which will include the timescale and any other relevant information – as soon as possible.

All our jewellery is hallmarked by the Assay Office in London, meaning that the alloy composition of the metals are perfectly formulated as per the legal standard. However, naturally, as we wear our jewellery on a daily basis, it is possible for our favourite pieces to incur wear and tear marks, and for the piece to appear to start to look dull overtime. With that in mind, we offer polishing and rhodium services on all our jewellery. The fee for this service is £40.00 GBP and the timescale is up to 21 days. This is a great way to bring sparkle back to your favourite piece so that it looks as good as new!

If you have any further queries, please do not hesitate to contact our repairs team by sending us an email on customerservice@thediamondstore.com or contacting us via the live chat facility. Please do not forget to quote your order number, and we will aim to get back to you within 12 hours, Monday to Friday.