Our Returns Policy
FREE UK & Northern Ireland 30-day returns & 60-day exchanges. Some exceptions may apply to rings. Please read our full returns information carefully below.
You have 30 days to try your new jewellery at home and decide to return, and 60 days if you’d like to exchange it for something else. If you would like to change or return your jewellery within those time frames, you can do so by requesting a return at the link below (before you request a return or an exchange, please read the below returns exceptions carefully).
To return an item, all you need to do is follow our simple 2-step returns process here:
CLICK HERE TO REQUEST A RETURN NOW.
Your jewellery must be returned in the same condition as when purchased, unmodified, and with all the packaging and tags attached, or a small polish fee may be charged.
Our returns are FREE for the UK and Northern Ireland.
International Returns
For the rest of the world, please request your return via the link above. Then, once we have sent you the shipping details, we recommend that you send the item to us by registered mail or a signed-for delivery service.
Some exceptions apply for returns on rings, please see these below.
There are some exceptions to our returns policy and a small number of our rings are non-eligible for return, refund and exchange.
Rest assured that if this is the case, we will clearly notify you of this and ask you to give your consent to proceed with the order.
Outsize rings: We are happy to accept returns and exchanges on unworn Ladies’ Rings between sizes J to Q and Men’s Rings between sizes R to W. All other sizes are considered outsized and cannot be returned or exchanged. In most cases, however, we will be able to resize your ring for a small fee. Find more information about this service below.
Women’s and Men’s wedding rings:
Our men’s and women’s wedding rings cannot be returned.
Some eternity rings:
Some of our 18K White Gold, Yellow Gold & Platinum Eternity Rings are not refundable or exchangeable. These are rings where the item reference numbers start with FT, HG, JG, YD, NDHG, NDJG and IHG:
Why do we apply a non-refund/non-exchangee policy on eternity rings? We sell around 350 different styles of eternity ring. Because each ring comes in approximately 40 different finger sizes, you can imagine the numbers involved. So to keep the prices as low as possible, we handcraft each of these eternity rings to order. For this reason, it is unfortunately impossible for us to offer a refund policy on them.
If you need advice on our eternity rings, please call us and speak to one of our experts on 0345 084 1200.
Right from the start, we’ll do everything we can to help you measure the correct ring size. The best way to do this is by downloading our FREE Ring Sizer App for your smartphone, or by ordering one of our FREE Ring Sizer Tools from our website.
Click this link to go to our Ring Sizes page to get the FREE Ring Sizer Tool or App.
If the size you ordered turns out to be incorrect, we are usually able to resize the ring for you. This service normally has a standard cost, starting from £75.00. Bear in mind, however, that the exact resize fee depends on the amount of adjustment needed and the particular style of the ring.
Also, please note that certain rings, such as full eternity rings, cannot be resized (or returned or exchanged). If this is the case, we will already have clearly notified you of this before we proceeded with your order.
If you need advice on resizing a ring, please speak to one of our experts on our Live Chat function, email; customerservice@thediamondstore.com or call us on 0345 084 1200.
You will be able to cancel your order before it has been dispatched. In that case please speak to one of our experts on our Live Chat function, email; customerservice@thediamondstore.com or call us on 0345 084 1200, if calling from outside the United Kingdom +44 345 084 1200. Please include your order number in the content of the email or have it at hand during the call, as you will need it to cancel the order.
Refunds can take 3 to 5 days to show up on your card, bank or PayPal balance. This is not due to a delay on our part, but down to your card company. Some credit cards or banks simply take longer to process refunds.
Once you have sent the jewellery back to us and we have had a chance to unpack it and inspect it, we will issue you with an immediate refund. We will email you as soon as the refund has been made.
For us to be able to identify your return parcel when it arrives at our warehouses, please note that you must include our returns label print-out with your parcel. If you do not include it, we will not know who the returned item is from and your refund is likely to be delayed while we try to identify its origin.
We’ll always issue a refund to the same tender you used when buying your jewellery from us. (This could be a credit or debit card, PayPal, Pay4Later Finance, bank transfer or another payment method).
Please note that on rings larger than a size Q or smaller than a size J, the actual widths quoted can vary.
Our products are fully guaranteed for the duration of 5 years to be free from defects or bad craftsmanship and only of natural origins (unless clearly stated otherwise). All products are hallmarked according to UK legislation, which guarantees that the materials have been checked by a UK government-approved agency.
If for any reason you receive a damaged or defective item, then we will of course immediately replace it or repair it for free. Alternatively, we will provide you with a refund after an assessment by our head jeweller.
Our standard returns policy is 30 days to return, and 60 days to exchange.
Before you request a return or an exchange, please read our returns instructions and exceptions carefully in the sections above.
Regalian Ltd T/A The Diamond Store confirms our diamonds to be free from funding conflict and in compliance with United Nations resolutions.
If at anytime you need to contact us, please:
Email us: customerservice@thediamondstore.com
Or call us on: 0345 084 1200 or from outside the United Kingdom on +44 345 084 1200
Normal trading hours:
Sales Department
9am – 5pm, Monday – Friday
Customer Services / Returns Authorisations:
9am – 5pm, Monday – Friday
We often work outside these hours, so you are welcome to try us!
*Our postal address
Regalian Ltd / The Diamond Store
Suite LP64285
20 Wenlock Road
London
N1 7GU
*Please note: any returns to this address WITHOUT OUR OFFICIAL RETURNS LABEL/AUTHORISATION as explained above will mean a delay of 2 – 3 days in the processing of your refund or exchange.