Returns & Refunds
You have 15 days from delivery to send a piece back for a full refund. Return collection is free and insured, and we do not ask you why.
- Window
- 15 days from delivery
- Return shipping
- Free, arranged by us
- Inspection
- 2–3 business days
- Refund
- Within 7 business days of clearing
What we need back
For a full refund the piece must come back unworn and in the condition it arrived, with everything that came with it:
- The jewellery itself, unworn and unaltered
- The IGI certificate for the centre diamond
- The original box and pouch
- Any tags still attached
Trying a ring on to check the fit is not wear. Signs of actual use — scratches on the band, a resized shank, a stone reset — are, and we will call you before doing anything if a returned piece arrives in that condition.
What cannot be returned
Engraved pieces are final sale. An engraving cannot be removed without refinishing the metal, so once we have cut your words into a band, that band is yours. Please double-check spelling before you order — we cannot catch a typo for you.
Also outside the return window:
- Pierced earrings, once the hygiene seal is broken — unopened, they can be returned as normal
- Gift cards
- Anything bought at a Value Deal price, which is discounted precisely because it comes without the exchange and buyback benefits
How to start a return
- Email us, or use Contact Us, with your order number, within 15 days of delivery.
- We book an insured pickup from your address, usually for the next working day. There is nothing to pay and no label to print — the courier brings it.
- Pack the piece in its original box. Do not write “jewellery” anywhere on the outer parcel.
- We inspect and verify the diamond against its certificate. This takes 2–3 business days.
- We refund to the original payment method and email you when it is sent.
Refunds reach your account within 7 business days of clearing inspection. Your bank or card issuer may take a further few days to show it — that part is out of our hands.
Exchanges
Wrong size
One size exchange per order, free, within 15 days of delivery. We collect the piece, resize or remake it as the design requires, and send it back insured. Allow 7–10 business days from collection.
Sizes outside 6–24 on some designs cannot be adjusted after casting and have to be remade; we will tell you which case yours is before we start. If you are unsure of your size, the Ring Size Guide is worth five minutes before ordering rather than after.
Different piece
There is no direct swap. Return the first piece for a refund and place a new order — that way you are never waiting on us to price a difference, and the new piece starts its own 15-day window.
Upgrading the diamond
That is a separate, permanent benefit rather than a return. See Lifetime Diamond Upgrade.
If something arrives wrong
If a piece arrives damaged, or is not what the order says, none of the above applies — tell us within 48 hours of delivery with photographs and we will collect it and remake or refund it at our cost. A manufacturing fault found later is a warranty matter; see Warranty & Care.
Last updated 21 August 2026.