Returns and exchanges
Returns and exchanges
Try your purchases at home and if you have received a product that is damaged or defective, we will be happy to offer you an exchange or refund within 35 days of purchase, provided a request for the same has been received. If 35 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Please make sure your items are returned in a new and unused condition and in their original packaging in order for us to process an exchange or refund. All returns must be accompanied by a copy of your proof of purchase.
What our Refund policy doesn’t cover
- Items which are made to order or made to your unique size are non-returnable/ non-refundable.
- Any loss or damage to your jewellery caused by you, or by another person’s actions will not be eligible for exchange/refund. Our refund policy does not cover accidental or intentional damage or loss caused by the customer or a third party.
Processing your Refund
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you if your request is eligible for refund. If your request has been accepted by our team, we will process your refund within 5 working days of notifying you. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
The credit or debit card originally used for the purchase will be credited with the cost of the goods, minus the delivery charges (exceptions may apply). Your credit card company may take 5-7 working days to credit your account.
Quality
All items are hallmarked according to UK legislation, which guarantees that the materials have been checked by a UK government-approved agency. In addition to this, all our diamond jewellery is certified by independent, professional agencies such as SGL and IGI. Jewellery consisting large coloured stones is also certified by SGL.
While we do not expect our jewellery to suffer from any fault or defect, if anything does happen to your jewellery the best thing to do is to contact us for an assessment. We will then either repair the item for free or we will charge you a small fee for the repair if the damage was caused by you. We will always try our best to let you know beforehand if there are any charges involved and the approximate time taken to repair. Time taken to repair will vary depending on the nature of the problem.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive an exchange, we will charge you the cost of shipping.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance for jewellery items. We don’t guarantee that we will receive your returned item, hence we urge you to use recorded delivery which covers transit insurance for jewellery items.
Contact details for raising a return or exchange request:
We can be contacted at info@diralondon.com
Phone/WhatsApp: +44 7568 352 384; +44 7468 900 718
Once we have received your request by email, we will contact you with information on where to post the jewellery.