Returns & Exchange Policy

At Diamond Galore, we want you to be happy with your purchase. Our returns policy differs depending on whether your purchase was made online or in one of our stores, so please read the information below carefully.

Online Purchases

Change of Mind Returns

For eligible items purchased online, you have 14 days from the date you receive your order to let us know that you wish to cancel and return your purchase.

Once you have notified us that you wish to return your order, you then have a further 14 days to send the item(s) back to us.

You do not need to provide a reason for cancelling an eligible online order.

How to Request an Online Return

You can submit a return request through your order confirmation email or through your Diamond Galore account.

Please ensure your return is securely packaged before sending it back to us.

Condition of Returned Items

You are welcome to inspect or try on an item in the same way that you reasonably would in a shop.

However, jewellery must not be worn or used beyond what is reasonably necessary to inspect the item.

Returned items should include all original components, accessories and packaging where possible.

If an item has been worn, used, scratched, damaged, exposed to perfume, chemicals or otherwise handled beyond what is reasonably necessary to inspect it, we reserve the right to make an appropriate deduction from the refund where the value of the item has been reduced.

Return Postage

Customers are responsible for the cost of returning change-of-mind online purchases unless we have agreed otherwise.

We strongly recommend using a tracked and insured postal service, as the parcel remains your responsibility until it reaches us.

If an item is faulty, damaged or incorrect, please contact us before returning it so that we can advise you on the appropriate return arrangements.

Refunds

Once your eligible return has been received and approved, your refund will be issued to your original payment method.

Where required, the original standard delivery charge will also be refunded. If you selected a delivery service that was more expensive than our standard delivery option, we are only required to refund the equivalent standard delivery cost.

We do not charge a restocking or handling fee for returns made under your statutory cancellation rights.

Refunds will be processed within the applicable statutory timeframe.

Online Exchanges

If you would prefer to exchange an eligible item rather than receive a refund, you can submit an exchange request through your order confirmation email, your account or by contacting us.

For voluntary exchanges:

You are responsible for the cost of returning the original item.
A £4.99 delivery charge will apply for sending the replacement item to you.
Any difference in price between the original item and your chosen replacement will need to be paid before the replacement is dispatched.

Our voluntary exchange service does not affect your statutory rights.

Different arrangements apply where an item is faulty, damaged or incorrect.

In-Store Purchases

No Change-of-Mind Returns or Exchanges

Purchases made in a Diamond Galore store are final sale for change-of-mind purposes.

We do not offer refunds, exchanges or credit notes for in-store purchases where you have simply changed your mind, the item is no longer required or the item was purchased for a particular occasion.

We therefore recommend checking that you are completely happy with the item, size, style and colour before completing your purchase.

This does not affect your statutory rights where an item is faulty, not as described or otherwise does not meet the requirements of consumer law.

Proof of purchase may be required.

Personalised, Custom-Made & Engraved Items

Items that have been made specifically for you, personalised, customised or engraved are not eligible for change-of-mind cancellation, return or exchange.

This includes, where applicable:

Engraved jewellery
Personalised jewellery
Custom name jewellery
Made-to-order personalised pieces
Jewellery altered or customised specifically at your request

Please ensure all names, spellings, sizes, designs and personalisation details are correct before placing your order.

Personalised and custom-made items may still be eligible for a remedy where they are faulty, damaged or not made in accordance with the order placed.

Earrings, Piercing Jewellery & Hygiene-Sensitive Products

For health and hygiene reasons, certain jewellery may be supplied with hygiene protection or sealed packaging.

Where an item has been supplied sealed for health or hygiene purposes, it cannot be returned for change-of-mind purposes once that hygiene seal has been broken or removed.

This may include earrings, piercing jewellery and other hygiene-sensitive products where applicable.

Your statutory rights are not affected if an item is faulty.

Sale Items

Purchasing an item in a sale does not remove your statutory consumer rights.

Eligible online sale purchases are subject to the same statutory cancellation rights as other online purchases unless the product falls within a lawful exception, such as a personalised or custom-made item.

Sale items purchased in-store remain subject to our in-store policy and cannot be returned or exchanged simply because you have changed your mind.

Faulty, Damaged or Incorrect Items

If you believe you have received or purchased an item that is faulty, damaged, not as described or incorrect, please contact Diamond Galore as soon as possible with your order details and photographs where appropriate.

Faulty items are dealt with separately from change-of-mind returns.

Depending on the circumstances and your statutory rights, an appropriate remedy may include a repair, replacement or refund.

Normal wear and tear, accidental damage, misuse, loss, improper jewellery care or damage caused after purchase is not automatically considered a manufacturing fault.