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Every DiamondsByMe piece is crafted with care. Many pieces are physically made only after ordering, using the selected size, metal, gemstone, diamond and personal choices. This page explains the options where an item is not quite right, a ring does not fit or something went wrong with delivery.
For many orders, DiamondsByMe offers a voluntary return period of 30 days after receipt. The available option and conditions depend on the jewellery and configuration.
Your statutory rights always remain where goods are faulty, damaged, incomplete, misdescribed or otherwise not supplied as agreed.
A ring which is too large or small often need not be returned. View Perfect Fit for one resizing of an eligible ring within 90 days.
Use our returns route if you genuinely wish to return the order or exercise a statutory right to cancel.
Our label is the recommended method. Where the statutory cancellation right applies, you may also choose another suitable method.
Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, you may cancel without giving a reason from the date the contract is formed until 14 days after the day on which you, or someone nominated by you other than the carrier, receives the goods.
For a single order delivered in separate consignments, the period runs from receipt of the last item.
You may cancel through our online route, the model cancellation form or any other clear statement, including email. The online route is optional.
After cancellation, send the goods without undue delay and no later than 14 days after telling us. Direct return costs are yours where this was explained before ordering.
We refund the legally due payments, including standard outbound delivery, without undue delay and no later than 14 days after receiving the goods or earlier evidence that they were sent. A supplement for a more expensive delivery option need not be refunded. We use the original payment method unless expressly agreed otherwise.
You may inspect and try on jewellery as reasonably permitted in a shop. If you handle it beyond what is necessary to establish its nature, characteristics and fit, we may deduct the resulting evidenced diminished value where the law permits.
If the required cancellation information was not provided, the cancellation period may be extended as prescribed by law.
After the statutory period, and for jewellery without a statutory cancellation right, our voluntary service may apply. Product or checkout information given before ordering may specify conditions, contributions or deductions.
More than one condition may apply to one order, for example where a Diamond Selector piece also has an engraving.
The conditions disclosed before ordering remain fixed for that order. Later changes are not applied retrospectively to your disadvantage.
Offering or accepting a voluntary return does not mean that a statutory cancellation right exists.
Many pieces exist only as a digital 3D design before ordering and are physically made to the selected size, metal, configuration and stone. The setting may be adjusted and finished to the chosen stone, whose dimensions and proportions may be individual.
Made-to-order production alone does not remove the statutory cancellation right. The exception may apply where goods are made to the consumer’s specifications or are clearly personalised. We state before ordering when the exception applies to the particular configuration.
We generally accept a voluntary return where the jewellery is:
If something is missing, assessment may be paused. Under a statutory cancellation, missing original packaging does not automatically remove the right, although evidenced diminished value or the value of a missing essential component may be deducted where permitted.
For a change-of-mind return, direct costs are paid by the customer where disclosed before ordering.
For a justified claim involving faulty, damaged, incomplete, misdescribed or incorrectly supplied goods, DiamondsByMe pays the necessary reasonable return costs.
A restriction to one item per customer may apply only within the voluntary service and only if clearly disclosed before ordering. It never applies to a statutory cancellation or a claim about faulty or incorrectly supplied goods.
Use a reputable tracked carrier and full-value insurance, strong neutral packaging and “DBM B.V.” as recipient. Do not identify the contents as jewellery.
Where you independently choose the carrier, we are not responsible for loss, damage or delay before receipt, except where applicable law or our own fault provides otherwise.
We send confirmation after physical receipt and registration. Our workshop checks completeness, condition, certificates, documentation, alterations and the applicable statutory or voluntary terms.
Statutory refunds are made within the legal period and by the original method unless another method is expressly agreed. Voluntary returns are refunded according to the terms disclosed before ordering.
The statutory cancellation rules and voluntary service are separate from remedies for faulty goods.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. You may have a 30-day short-term right to reject, followed by rights to repair or replacement and, in appropriate circumstances, price reduction or final rejection.
No voluntary contribution, cleaning charge or percentage deduction applies to a justified statutory remedy.
A Custom Design is jewellery specially designed for you and not available as a standard website product, including a substantially adapted design, a piece based on a sketch or photograph, a specially developed model or 3D design, or another configuration clearly intended for one person.
Where such goods are made to your specifications or clearly personalised, the statutory cancellation right does not apply. Custom Designs are generally also excluded from the voluntary service. This is stated before ordering.
Statutory rights remain if the item is faulty, damaged, misdescribed or not made to the approved specification.
An engraving or other personal treatment may make jewellery clearly personalised.
Where we voluntarily accept a ring with a removable simple internal engraving, £25 is deducted from the voluntary refund for removal and restoration.
Visible or strongly personal treatments are generally excluded from voluntary returns, including an external engraving, signet engraving, fingerprint, family crest, monogram, personal image, special symbol or clearly personal wording.
No contribution applies where we carried out the engraving incorrectly or contrary to the order.
Through our diamond page you select a particular natural or lab-grown diamond with its own dimensions and characteristics. The jewellery is then physically made and the construction and setting are specifically adjusted and finished to that diamond’s exact dimensions and proportions.
It is therefore made to the consumer’s specifications and the statutory cancellation right does not apply where this was clearly stated before ordering.
We nevertheless offer this voluntary option:
These amounts never apply to a justified claim involving a fault, incorrect manufacture or incorrect delivery.
A loose diamond is treated separately below.
Where an individually selected combination makes the item goods made to the consumer’s specifications, the statutory cancellation right may be excluded if stated before ordering.
Within the voluntary service, a fixed deduction of exactly 10% or 15%, minimum £45, may apply. The exact percentage is determined and disclosed before ordering. It is not applied where a statutory cancellation right exists; only legally permitted evidenced diminished value may then be deducted.
A current material price or priority supplement does not itself remove statutory rights.
Where a priority service starts at your express request, the completed priority element may be non-refundable within a voluntary cancellation or return if this was disclosed beforehand.
The jewellery’s return eligibility remains governed by its specific terms. Statutory remedies for faulty, damaged, incomplete, misdescribed or incorrectly supplied goods are unaffected.
You may carefully inspect and try on the jewellery. Examples of wear or damage include scratches, dents, bending, marks, missing stones, damaged settings or clasps and other evidence of wear.
Under statutory cancellation, only evidenced diminished value caused by handling beyond what is reasonably necessary may be deducted, and we explain the assessment.
Under the voluntary service, the product must normally be complete, clean, unworn, undamaged and in original condition. We may refuse a damaged or clearly worn voluntary return or, if accepted, deduct disclosed or evidenced costs of inspection, cleaning, polishing, repair and restoration.
Contact us before returning high-value jewellery so that a fully insured method can be agreed.
Within the voluntary service, an exact deduction of 10% or 15% may apply where disclosed before ordering. The percentage is fixed for that order. It does not apply to a statutory cancellation or a justified fault or misdelivery claim.
Within the voluntary service, earrings are accepted only if complete, clean, unused and undamaged. For stud earrings, a cleaning contribution of £25 may be deducted where disclosed before ordering.
The statutory hygiene exception applies only where sealed goods unsuitable for return for health or hygiene reasons were supplied sealed and the seal was broken after delivery. Otherwise, statutory cancellation rights remain and only legally permitted diminished value may be deducted.
Contact us before returning from a country other than the delivery country or from a different sender address. The return label, insurance, customs documents, tax and import formalities may be affected.
Do not return from outside the European Union without instructions. Within the voluntary service, additional costs caused by ignoring clear instructions may be charged where disclosed and legally permitted.
Alteration by another jeweller or third party may affect the voluntary return service.
It does not automatically remove statutory rights. We are not responsible to the extent the reported issue was caused by that alteration or can no longer be reliably assessed because of it.
For a valid statutory cancellation, amounts are refunded through the payment method used unless expressly agreed otherwise. The portion paid with DiamondsByMe store credit is normally restored as credit and any money portion refunded to its original method. Voluntary returns follow the terms disclosed before ordering.
Register the return with DiamondsByMe. Do not stop or alter payment without also following our returns process.
After receipt and acceptance, we notify Klarna. Klarna then adjusts the invoice or refund under its processing times. Payment obligations continue until Klarna processes the return unless Klarna says otherwise.
A loose diamond existed before the order and is not made to the consumer’s specifications merely because it was selected. Where a statutory cancellation right applies, no fixed contribution or deduction is imposed. Outside that right, a voluntary option may be offered under disclosed terms.
An original GIA or IGI certificate is an essential part of the diamond. Return it with the diamond. Missing certification may pause assessment. A voluntary return may be refused if it is not provided. Under statutory cancellation, evidenced diminished value or replacement cost may be deducted only where legally permitted.
For sizing, warranty, damage, care or repairs, use our Service, Care and Repairs page.
Contact: [email protected] | +31 10 747 0000