At Diamond Embellecers, we have every confidence in the skill of our designers, gemmologists and master jewellers to create beautiful jewellery. Should you be dissatisfied with your purchase, however unlikely, the following returns policy will apply:
- Items must be sent back within 14 days of the date we notify you that your order is ready for collection or dispatch
- Items must be unworn, free from damage and in a condition suitable for resale.
- For reasons of hygiene, we are unable to accept returns of earrings or any other pierced jewellery
- Your item must be sent back with its ring box and all accompanying documentation, including any GIA or IGI certificates or gemstone grading reports.
- None of the jewellery’s original diamonds or gemstones may be missing
- The jewellery must not have been altered by another jeweller or any third party
- Bespoke commissions, personalised pieces and engraved items are not covered by our returns policy, unless they are faulty or we have agreed otherwise in writing
- Orders featuring a diamond priced over £25,000 (excluding VAT) are not covered by our returns policy, unless they are faulty or we have agreed otherwise in writing
Provided your purchase satisfies the criteria above, we will issue a refund within 28 days of receiving your return.
Please note: the 14-day returns period begins on the day we let you know your order is ready, regardless of whether you collect it in person or have it delivered.
If your GIA certificate has been lost, a replacement can be obtained; however, you must let your Diamond Embellecers point of contact know before sending your item back, and they will explain what to do. As replacing a certificate is a lengthy and costly process, we reserve the right to deduct a fee for each certificate to cover these costs if your jewellery is returned without it.
If your order arrives damaged or faulty (through no fault of your own), we will repair it, replace it or give you a full refund.
Rings that have been replaced or repaired cannot be returned or exchanged. If you exchange your item for a replacement, have your diamond reset in a different ring, or ask for a new diamond to be set in your ring, your order will no longer be eligible for any future return or exchange.
If you are not sure whether your jewellery is eligible for return, please speak to your Diamond Embellecers point of contact or email info@diamondembellecers.co.uk.
Bespoke purchases
As noted above, bespoke purchases and personalised or engraved items are not covered by our returns policy unless faulty. We are, however, happy to offer an exchange on a bespoke commission within 14 days of purchase, provided it has not been engraved or worn. Exchanges may be subject to restocking charges to cover production costs, at the discretion of Diamond Embellecers. If you decide to cancel your order while it is in production, you may be liable for costs if work has already begun.
Preparing your return
You can return items in person or by post. To return an item in person, please book an appointment. If returning by post, please follow the important steps below to send back your Diamond Embellecers purchase.
- Before sending your item back, you must first discuss your return with us by emailing info@diamondembellecers.co.uk, calling +44 7412 956487, or contacting your consultant directly.
- Once your return has been confirmed with your Diamond Embellecers point of contact, please pack your item in its original packaging, including your GIA or IGI diamond or gemstone certificate.
- Please do not write anything on the package or in the address that hints at the value of its contents, such as ‘jewellers’, ‘diamonds’ or ‘Hatton Garden’. Instead, address the package as follows:
- ‘FAO name of your consultant’, Diamond Embellecers, 62 Hatton Garden, London, EC1N 8LR
- For returns within the UK, please use Royal Mail Special Delivery Guaranteed, ensuring the package is tracked and insured, and keep proof of postage. Please mark the parcel as fragile and state clearly that it must not be left with a neighbour or on the doorstep. For returns from outside the UK, please use a reputable courier of your choice, ensure the package is tracked and insured, and keep proof of dispatch.
Diamond Embellecers reserves the right to refuse a return if the steps above have not been followed carefully, in which case we will not be obliged to repair, replace or refund the item.
Before sending your jewellery back, please make sure it meets the criteria above, or check with your Diamond Embellecers point of contact. You are also welcome to email any questions to info@diamondembellecers.co.uk.