RETURNS

Our return policy is effective for 24 hours after receiving your product. If 24 hours has gone by since your order has been delivered, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return or refund, your item(s) must not be due to customer errors (e.g. wrong orders, wrong shipping addresses, etc.), and it must be in the original packaging, unused, undamaged, and without any items or parts missing.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Conditions for Returns:

  • To complete your return, we require a receipt or proof of purchase
  • Any item not in its original condition, is damaged, missing parts, or for reasons not due to our error, cannot be returned
  • Any item that is returned more than 24 hours after delivery, will not be eligible for a refund

EXCHANGES / REFUNDS (IF APPLICABLE)

Please make sure to read our item descriptions carefully.

Please bear in mind that photo may slightly be different from actual item, in terms of color due to the lighting during photo shooting or the monitor's display. 

We do not offer refunds for wrong orders, change of mind, or color or product misconceptions. Occasionally, an issue may occur with an order. If this is the case, we are happy to assist you in any way we can. If the problem occurred due to an error on our part, we are more than happy to replace or refund the item.

Your Responsibility

  • Somewhere along the way you might have made a mistake. If this is the case, it’s up to you to sort things out, and unfortunately, we cannot refund your item.
  • For example: Incorrectly Provided Address: If you made an error in the address. We are not responsible for orders not received, due to incorrect shipping addresses entered by the customer at the time of purchase.

Our Responsibility

  • Faulty Product: If the product has a manufacturing defect.
  • Wrong Item Sent: If we send you the wrong product, color or size.
  • Missing Items: If we missed sending you any items, originally ordered.

Returns Process

  • Take a photo of the problem – if the problem is size, please use a measuring tape or ruler.
  • Send an email to service@diamondizejewellery.com, with the subject line “Order # “YourOrderNumber” Return Request”
  • Please include the following:
    • Your full name
    • The photo(s)
    • Reason for your return; include a specific description of the issue
    • Receipt, proof of purchase, or order number - If there are multiple products in an order, please ensure to include the item description, to identify the product with the issue
    • Our service team will respond within 1 business day and Return Instruction(s) will be provided

Once your return is received and inspected, we will email you to notify you that we have received your returned item, and the approval or rejection of your refund.

If your refund request is approved, your refund will be processed immediately, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, depending on your bank.

 

LATE OR MISSING REFUNDS (IF APPLICABLE)

  • If you have not received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and you still have not received your refund yet, please contact us at service@diamondizejewellery.com

 

CUSTOM ORDERS

We DO NOT offer returns, refunds or exchanges for any personalized or custom orders as we will not be able to restock these for sale.

 

DELIVERY GUARANTEE

All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original Shipping Address listed at the time the original order was placed.

 

WE WILL TRY OUR BEST

Exchanges or refunds will not be granted if the customer ordered the incorrect size / color / quantity etc. We ship the exact item(s) that you select at time of purchase.

If you require a change to your order, please email us ASAP and we will try our best to accommodate your request. If your order has already been processed or shipped, we cannot make changes to your order and a refund will not be granted.

Items received that are defective or damaged will be replaced with the same item free of charge. We also provide full refunds in instances of defective or damaged goods.