Refund policy
The 30 day window
You have 30 days from the day your order is delivered to request a return.
Email hello@diaels.com with your name, order number, the reason for the return, and clear photographs of the piece from every angle including the packaging.
We reply within 2 business days with a return authorisation number, a prepaid insured label, and instructions. Write the authorisation number on the outside of the parcel.
Please do not post anything back before you have that number. Parcels arriving without an approved return cannot be accepted or refunded, and we cannot hold them for you.
Once we issue your label, please post the parcel within 7 days. After that the authorisation expires and you will need to request a new one, if you are still inside your 30 days.
What has to come back
- The piece, unworn and undamaged, in the same condition it was sent
- The original box and packaging
- The original IGI certificate. This is the only official copy of the report for your diamond, and it is what lets us confirm the stone coming back is the stone that went out. A replacement has to be ordered from IGI and takes several weeks, so a return that arrives without its certificate is refunded less $150, which is what a replacement report costs us.
- Your order number or proof of purchase
A certificate that comes back damaged or defaced carries a partial deduction, based on what a replacement costs at the time.
Please keep the certificate somewhere safe from the day your order arrives. It is the one thing we cannot replace quickly.
We record the certificate number of every piece on the day it is dispatched. That record protects you as much as it protects us.
If your piece was sold without a certificate, this does not apply to your return.
How we check a return
Every return is inspected when it reaches us. Two things are checked.
Identity. We match the diamond against the IGI report number and the laser inscription on its girdle. This protects you as much as it protects us. If the stone does not match the report it was sold with, we cannot refund the return, and we will hold the piece and contact you.
Condition. We photograph the piece as it arrives and inspect it. Where we find signs of wear or damage we send you those photographs with our decision, so you can see exactly what we are looking at. If you would like to see the piece at any stage, ask and we will send you photographs.
A piece that was not reported as damaged within the window set out below is treated as having arrived in the condition it was sent.
Then one of four things happens.
| Condition on arrival | Refund |
|---|---|
| As sent, with no signs of wear | Full refund |
| Visible signs of having been worn | Refund less 20% |
| Damaged, dented or bent | Refund less 40% |
| Resized, altered, beyond repair, or the stone does not match its report | Not refundable |
A piece in the last row is returned to you at your cost.
A resized ring cannot be returned. Resizing means cutting the shank and re-soldering it, which is permanent, and it applies whether we did the work or another jeweller did. If you are still inside your 30 days and unsure about the piece itself rather than the size, tell us before you send it in and we will handle it as a return instead.
The 20% and 40% cover what it costs to bring a piece back to sellable condition: re-polishing, re-setting where it is needed, re-inspection and re-certification. We would rather charge neither. If you are unsure whether a piece counts as worn, send us a photograph before you post it and we will tell you honestly.
If you had it engraved
An engraving does not cost you your return. Send it back on the normal 30 day terms.
We polish the engraving out and refund you less $70, which is what that work costs. A date, a name or a short inscription inside a band comes out cleanly.
Occasionally an engraving is too deep, or the band too fine, to polish out without thinning it. If yours is one of those, we will tell you before you post anything, so you are never out of pocket for finding out.
This applies to engraving only. A piece designed with us from scratch is a different thing and is covered in the next section.
Verification and fraud protection
We work with certified, high value stones, so every return goes through the same checks. These exist to protect the people buying honestly far more than they exist to catch anyone.
On arrival we verify:
- The diamond against its grading report number and, where present, the laser inscription on the girdle
- The metal hallmark and the setting against the original order
- That no stone has been removed, replaced or substituted
- That the piece matches the specification it was sold as
If a returned piece shows evidence of substitution, tampering, or non-original materials, we may refuse the return and send the piece back, withhold the refund while we investigate, and where warranted report the matter and pursue it legally.
This has never been about mistrust. It is why we can offer a 30 day return at all, and it is why the certificate has to come back with the piece.
Refused or undeliverable parcels
If an order comes back to us because delivery was refused, customs duties were not paid, or the address given at checkout was wrong, we refund you less the outbound shipping, the return shipping, and any charges we incurred.
The balance is refunded within 10 business days of the parcel reaching us.
What cannot be returned
- Custom pieces. A custom order is any design agreed with us by online meeting, message or email. Once production starts it cannot be returned or cancelled.
- Gift cards.
Using a discount code does not affect your right to return. If you used WELCOME100 or any other code, your order returns on the normal 30 day terms and is refunded at the price you actually paid.
Return shipping
We always send the label. Return shipping is at your cost on a change of mind, and free when something was our fault.
We pay, and you pay nothing at all, when a piece is faulty, not what you ordered, or damaged in transit.
You pay when you have simply changed your mind. We still send you a prepaid, insured, tracked, signature-required label and deduct its cost from your refund, so you are never arranging high value shipping yourself or paying up front.
Please use the label we send. Until the parcel reaches us and has been inspected, the piece is still your responsibility, and a parcel sent any other way is not insured by us.
Returning from outside the United States. Mark the parcel clearly as Returned Merchandise, No Commercial Value. It saves you being charged duty a second time on your own ring.
Exchanges
If you want a different size or a different piece, tell us when you request the return. We hold the replacement and dispatch it as soon as the original arrives and passes inspection. You do not have to pay twice and wait through two cycles.
Refunds
Once your return has been inspected we email you the outcome the same day.
Approved refunds go back to your original payment method within 10 business days. Your bank may take a few days more to post it. If it has been more than 15 business days since we told you it was approved, email hello@diaels.com and we will chase it.
What is refunded: the price you paid for the piece.
What is not refunded: expedited shipping upgrades, once an order has shipped, and import duties and taxes, which we never collect and therefore cannot return. Your local customs authority can refund duty on returned goods and most have a process for it.
If the order was a gift, the refund goes to whoever paid for it.
If your original payment method has closed or expired, tell us before you post the return and we will arrange store credit or a bank transfer instead.
If something arrives wrong or damaged
Please open your parcel and check the piece when it arrives.
If it is damaged, faulty or not what you ordered, email hello@diaels.com within 5 days of delivery with photographs of the piece and of the packaging as it arrived.
Please keep the packaging until we have replied. We will replace it, repair it or refund it, whichever you prefer, and we pay the shipping both ways.
If you were away, or saving it for a date. Travelling when it arrived, or holding the box unopened for a proposal or a birthday, should not cost you this. Send us something that shows when you opened it. A dated photograph or video of the unboxing, or a picture of the parcel still sealed, is enough. Your 5 days then runs from the day you opened it, for up to 60 days from delivery.
If you are not sure what counts, email us and ask. We would rather look at the situation than turn someone away on a technicality.
This is separate from changing your mind. Nothing in this section shortens your 30 days.
European Union and United Kingdom
If your order is shipped to the EU or the UK you have 14 days from delivery to cancel for any reason, without giving a reason, and a further 14 days to send the piece back. The condition requirements above still apply.
Custom and engraved pieces are made to your specification and are excluded, as the rules allow.
Before you dispute a payment
If something has gone wrong, please email hello@diaels.com first. We answer every message and we would much rather fix it than have you go to your bank.
For every order we keep the order record, the signature confirmation from delivery, the IGI report and laser inscription numbers for your diamond, the photographs taken before it shipped, and the inspection photographs from any return. If a payment dispute is opened, we present all of it.
Opening a dispute without contacting us first may result in your account being restricted for future orders. We would much rather talk.
Repeated returns
We are always glad to take a piece back. Where an account records an unusual pattern of returns we may ask for return shipping up front, decline further orders, or close the account. We will always tell you before we do.
Getting in touch
hello@diaels.com
+1 (551) 221-7987, Monday to Friday, 10 to 6 Eastern
Where to send a return. We send you a prepaid label with the address already on it when your return is approved, so there is nothing for you to look up or write out. If you would rather arrange your own shipping, ask and we will email you the address.
We are a United States company, based in New Jersey.
Last updated: 22 September 2026
