Our Returns Policy
We offer free worldwide returns, refunds and exchanges on all of our products for up to 30 days after you've received your item.
Extended Christmas Returns & Refunds
Ordering for Christmas? We’ve extended our normal returns policy over Christmas, just to make life easier for you. When you order any item of jewellery as a Christmas gift between 1st November 2019 and 20th December 2019, it will be eligible for a full refund or exchange until Friday 17th January 2020*. Click here to read our full Extended Christmas Returns Policy.
To return or exchange your jewellery, please read the below instructions and exceptions carefully.
All you need to do is request a RETURNS AUTHORISATION ID and we’ll arrange for the return of your jewellery, free of charge.
To get your Returns Authorisation ID, please email returns@thediamondstore.co.uk with your order number. We’ll email you back with the ID and explain how to return the items to us.
Your jewellery must be returned in the same condition as when purchased, unmodified, and with all the packaging and tags attached.
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 before confirming your order and ask you to give your consent to us in writing before taking any payment from you.
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 or YD:
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 £49.00. 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 call us and speak to one of our experts on 0345 084 1200.
You will be able cancel your order before it has been dispatched. In that case please call us on 0345 084 1200, or if calling from outside the United Kingdom on +44 345 084 1200. You can also email us via our contact page. Please have your order number at hand, 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.
Please note that you must print and enclose the returns authorisation email we sent you when you requested a return. We will remind you of this when we send you your return ID and instructions.
If you do not include the printed email inside the package, we won’t know who the returned item is from and your refund is likely to be delayed while we try to identify its origin.
Please note that on rings larger than a size Q or smaller than a size J, the actual widths quoted can vary. Read more about our Product Measurements.
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. Or, provide a refund if that is your preference.
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: returns@thediamondstore.co.uk.
Or call us on: 0345 084 1200 or from outside the United Kingdom on +44 345 084 1200
Normal trading hours:
Sales Department
9am – 6pm Monday – Friday
Customer Services / Returns Authorisations:
9am – 6pm, Monday – Friday
We often work outside these hours, so you are welcome to try us!
Our postal address
Regalian Ltd / The Diamond Store
Suite 17410
20-22 Wenlock Road
London
N1 7GU
Please note returns to this address without a returns authorisation will mean a delay of 2 – 3 days in the processing of your refund / exchange.
