Shipping & Returns
Shipping
We offer free shipping for all our jewellery orders. We strive to create and deliver your jewellery within 2-3 weeks from the date of order, but if you need yours sooner than our estimated delivery time, please contact us as we will always try our best to meet your needs. We cannot guarantee delivery dates and are not responsible for any shipping delays that may occur. We recommend giving yourself at least a three-day buffer from when you need your package in your hands.
We work with shipping partners FedEx and DPD and all orders are fully tracked and insured by us. Your tracking number will be provided to you once your order has been dispatched.
Ireland: VAT is included in the final price, so no additional taxes or duties apply.
Other EU countries and the UK: All customs, duties, and taxes are included in the price and shipping for EU and UK orders, so you won’t have any additional charges upon delivery.
Other countries: We can ship outside of Europe and the UK, however we advise that you check with your country's customs office whether your order will attract import duties/taxes. If it does, our shipping partner will contact you when your parcel arrives in your country with payment options prior to the release of the parcel.
Customer Responsibility for Sending Items
If you choose to send your jewellery to us for any reason, you do so at your own risk and cost. You are solely responsible for ensuring the item is securely packaged, tracked, and delivered. Alternatively, you may arrange to hand-deliver your jewellery to us in person by booking an in-person appointment here.
Returns
Returns, Exchanges & Right of Withdrawal (EU Customers)
We hope you absolutely love your piece of jewellery. However, if for any reason you change your mind, you may return or exchange eligible purchases within 14 days of receiving your order, provided the item is in its original, unworn, saleable condition and returned in its original packaging. Please note that personalised, bespoke, or custom made items may not be eligible for return, exchange, or withdrawal rights as set out below.
To initiate a withdrawal, return, exchange, or cancellation request, please use the "Returns & Cancellations" option available through your customer portal or contact us with your order number and details of your request. All requests are subject to review and approval by a member of The Diamond Expert team before items are sent back.
Once your request has been approved, we will provide instructions for returning your item. We recommend using a tracked and insured delivery service, as items remain your responsibility until received by us. Please do not ship any item until your return has been approved and return instructions have been provided.
Please note that certain products, including personalized or bespoke items made to your specifications, may be exempt from the statutory right of withdrawal in accordance with applicable EU consumer protection laws. Personalized/bespoke jewellery made to the customer's specifications may be exempt from the withdrawal right under Article 16(c) of the EU Consumer Rights Directive.
Exchanges
If you wish to exchange an item, please contact us within 14 days of receiving your order. Once the exchange has been approved and the original item has been returned in an acceptable condition, production of the replacement item will commence. Exchange items are typically ready within approximately 2 weeks.
Personalised and Bespoke Jewellery
Please note that personalised, bespoke, custom made, or made-to-order items created to your specifications may be exempt from the statutory right of withdrawal in accordance with applicable consumer protection laws.
Under Article 16(c) of the EU Consumer Rights Directive, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.
As a result, we do not accept returns, exchanges, or cancellations for personalised or bespoke jewellery once production has commenced, except where the item is faulty, damaged, or not as described.
Faulty or Incorrect Items
Nothing in this policy affects your statutory rights. If your item arrives damaged, faulty, or differs materially from your order, please contact us as soon as possible so that we can arrange an appropriate remedy.
Return and exchange shipping costs are payable by the client.
Do you need further assistance?
Send us a message in the form below or go to our Contact Page to find more ways to get in touch.
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