Our Returns Policy
Why do we apply a non-refund/non-exchangee policy on eternity rings?
We offer free worldwide returns, refunds and exchanges on almost all of our products for up to 30 days after you've received your item.*
*Please note, if you are ordering a ring some exceptions to returns may apply. Please read these important notes regarding ring returns and refunds exceptions below.
Extended Christmas Returns & Refunds
Ordering for Christmas? We've extended our normal returns policy over Christmas, just to make life easier for you. When you order any item of jewellery as a Christmas gift between 1st November 2017 and 20th December 2017, it will be eligible for a full refund or exchange until Friday 19th January 2018*. Click here to read our full Extended Christmas Returns Policy.
How Do I Return an Item?
To return or exchange your jewellery, please read the below instructions and exceptions carefully.
As long as your item is eligible for return or exchange, all you need to do is request a RETURNS AUTHORISATION ID and we’ll arrange for the return of your jewellery, free of charge.
To get your Returns Authorisation ID, please email email@example.com with your order number. We'll email you back with the ID and explain how to return the items to us.
Your jewellery must be returned in the same condition as when purchased, unmodified, and with all the packaging and tags attached.
What are the Return Policy exceptions?
There are some exceptions to our returns policy and a small number of our rings are non-eligible for return, refund and exchange.
Rest assured that if this is the case, we will clearly notify you of this before confirming your order and ask you to give your consent to us in writing before taking any payment from you.
We are happy to accept returns and exchanges on unworn Ladies' Rings between sizes J to Q and Men's Rings between sizes R to W. All other sizes are considered outsized and cannot be returned or exchanged. In most cases, however, we will be able to resize your ring for a small fee. Find more information about this service below.
Some eternity rings:
Some of our 18K White Gold, Yellow Gold & Platinum Eternity Rings are not refundable or exchangeable. These are rings where the item reference numbers start with HG, JG or YD:
We sell around 350 different styles of eternity ring. Because each ring comes in approximately 40 different finger sizes, you can imagine the numbers involved. So to keep the prices as low as possible, we handcraft each of these eternity rings to order. For this reason, it is unfortunately impossible for us to offer a refund policy on them.
If you need advice on our eternity rings, please call us and speak to one of our experts on 0345 084 1200.
If You Ordered The Wrong Ring Size - Resizing Service
Right from the start, we'll do everything we can to help you measure the correct ring size. The best way to do this is by downloading our FREE Ring Sizer App for your smartphone, or by ordering one of our FREE Ring Sizer Tools from our website.
Click this link to go to our Ring Sizes page to get the FREE Ring Sizer Tool or App
If the size you ordered turns out to be incorrect, we are usually able to resize the ring for you. This service normally has a standard cost, starting from £49.00. Bear in mind, however, that the exact resize fee depends on the amount of adjustment needed and the particular style of the ring.
Also, please note that certain rings, such as full eternity rings, cannot be resized (or returned or exchanged). If this is the case, we will already have clearly notified you of this before we proceeded with your order.
If you need advice on resizing a ring, please call us and speak to one of our experts on 0345 084 1200.
Can I Cancel An Order Before Dispatch?
In most cases, you will be able cancel your order before it has been dispatched. In that case please call us on 0345 084 1200, or if calling from outside the United Kingdom on +44 345 084 1200. You can also email us via our contact page
. Please have your order number at hand, as you will need it to cancel the order.
However, if your item is one of our non-refundable/non-exchangeable custom made outsize rings or eternity rings and we have already begun to handcraft it for you, you may no longer cancel the order before dispatch. If this is the case, we will already have clearly notified you of this and asked for your written confirmation before we proceeded with your order.
How Long Do Refunds Take?
Once you have sent the jewellery back to us and we have had a chance to unpack it and inspect it, we will issue you with an immediate refund. We will email you as soon as the refund has been made.
Please note that you must print and enclose the returns authorisation email we sent you when you requested a return. We will remind you of this when we send you your return ID and instructions.
If you do not include the printed email inside the package, we won’t know who the returned item is from and your refund is likely to be delayed while we try to identify its origin.
What Is The Payment Method For Refunds?
We'll always issue a refund to the same tender you used when buying your jewellery from us. (This could be a credit or debit card, PayPal, Pay4Later Finance, bank transfer or another payment method).
Please note that refunds can take 3 to 5 days to show up on your card, bank or PayPal balance. This is not due to a delay on our part, but down to your card company. Some credit cards or banks simply take longer to process refunds.
Please note that on rings larger than a size Q or smaller than a size J, the actual widths quoted can vary.
Read more about our Product Measurements
Our products are fully guaranteed for the duration of 5 years to be free from defects or bad craftsmanship and only of natural origins (unless clearly stated otherwise). All products are hallmarked according to UK legislation, which guarantees that the materials have been checked by a UK government-approved agency.
Damaged or Defective Items
If for any reason you receive a damaged or defective item then we will of course immediately replace it or repair it for free. Or, provide a refund if that is your preference.
Regalian Ltd T/A The Diamond Store confirms our diamonds to be free from funding conflict and in compliance with United Nations resolutions.
If at anytime you need to contact us, please:
Email us: firstname.lastname@example.org.
Or call us on: 0345 084 1200 or from outside the United Kingdom on +44 345 084 1200
Normal trading hours:
9am - 6pm Monday - Friday
Customer Services / Returns Authorisations:
9am - 6pm, Monday - Friday
We often work outside these hours, so you are welcome to try us!
Our postal address
Regalian Ltd / The Diamond Store
20-22 Wenlock Road
Please note returns to this address without a returns authorisation will mean a delay of 2 - 3 days in the processing of your refund / exchange.
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