Refunds & Returns

We want you to feel confident about purchasing with us, which is why our 60 days return policy gives you plenty of time to return your order if you're unhappy. Your item(s) must be in an unworn and pristine condition for a full refund or exchange and with the original tag attached or alongside the product.

We want you to feel confident about purchasing with us, which is why our 60 days return policy gives you plenty of time to return your order. Your item(s) must be in an unworn and pristine condition for a full refund or exchange. Unfortunately, we cannot accept returns for bespoke orders.

All returns will be assessed by our operations team prior to being accepted. Assessment usually takes between 7-10 days to be processed.

Engraved items cannot be returned for credit or exchanged.

Bespoke and special orders are not eligible for return or exchange.

Resized items are not eligible for return or exchange.

Returning your order to us

If for any reason you are unhappy with your order and wish to return it for an exchange or refund, simply follow the easy steps below:

1. Contact us via [email protected] stating your name, order number, courier used to return the item, tracking number and the reasons for returning.

2. Use original or similar sized packaging and label the parcel to our returns address (we will email a FedEx label for returning the parcel back to us for customers outside of the UK).

2. Use original or similar sized packaging and label the parcel to our returns address (we will email a label for returning the parcel back to us for customers outside of the UK).

2. Use original or similar sized packaging and label the parcel to our returns address (we will email a FedEx label for returning the parcel back to us).

3. Include all the accompanying certification and paperwork that the order was received with, failing to provide this may hold the refund or deduct from total refund amount.

4. Ensure the courier insures the item for the full order value and is a reputable and guaranteed postal service.

Please under no circumstances write “diamonds, Austen & Blake or diamond jewellery” anywhere on the external packaging or address label of the parcel. Austen & Blake is not responsible for damage or lost package during shipment.

You can also return your order at one of our Austen & Blake stores across the UK free of charge. To do this, you'll need to book a drop off appointment with the relevant store either by the website, calling us on 1 920 3022 1 920 3022 or emailing us at [email protected]. Please note the stores do not assess the returned items at the point of drop-off, they will be sent to our Quality Assessment Team where they will be deemed suitable to be returned/refunded.

You can also return your order at one of our showrooms free of charge. To do this, you'll need to book a drop off appointment with the relevant store either by the website, calling us on 1 920 3022 1 920 3022 or emailing us at [email protected]. Please note the stores do not assess the returned items at the point of drop-off, they will be sent to our Quality Assessment Team where they will be deemed suitable to be returned/refunded.

Refunds and exchanges

Once we have received your returned item(s) it will be inspected by our Quality Assessment Team. Should the item be found to have been worn, damaged, resized, altered or tampered with in any way at all, it will not be accepted for refund.

If your item is accepted by our Quality Assessment Team, depending on the payment method used, it will take between 8-10 days for the refund to appear in your account.

We strongly advise that you inspect your item as soon as it arrives and notify us immediately for any defects or damage at [email protected].

Damaged & Used Items

1. If your package or item delivered arrives damaged, please refuse the delivery or contact us immediately at [email protected]. If your item or package is damaged you must contact us within 24h of receipt.

2. Returned merchandise must be unworn and in pristine condition. Items showing obvious signs of wear or alteration by a jeweller other than Diamonds Factory will not be accepted.
Products must be returned with the original tag attached or alongside the product.
All returns will be assessed by our operations team prior to being accepted. Assessment usually takes between 7-10 days to be processed.

3. Any item repaired, resized or engraved by a third party not registered with or approved by Diamonds Factory jewellery workshop will void the manufacturing warranty.

4. Please return your purchase via a trusted courier and insure the package for the full amount of the purchase. Diamonds Factory is not responsible for damage or loss during shipment.

Ring Resizing

We offer resizing options depending on your ring type and complexity. Our team is always available to help if you have any questions regarding the size of your ring.

Engagement and Diamond Rings:
For plain bands, non-diamond or non-gemstone set rings, we offer complimentary resizing up to 2 sizes up or down within 30 days after reception of the item. 

For any resizing exceeding two sizes, we will charge a fee of £69.
For diamond-set or gemstone-set engagement rings (including custom-made rings), items must be assessed in order to ensure whether they can be resized, or whether they need to be remade. In both cases a fee of £69 will apply.

Eternity Rings:
Full eternity rings: due to the nature of the setting, full eternity rings cannot be resized and must be replaced within 30 days of receipt. 
Please contact our team to discuss alternative options for your ring.

Half and ¾ eternity rings: due to the nature of the setting, all half and ¾ eternity rings must be assessed in order to ensure whether they can be resized or whether they will need to be remade for which costs will apply. The price will depend on the cost difference between sizes with a minimum charge of £69.

Wedding Rings:
For plain bands, non-diamond or non-gemstone set wedding rings, we offer free resizing up to 2 sizes up or down within 30 days after reception of the items. For resizing exceeding two sizes, we charge a fee of £69. All rings will be assessed by our team prior to confirming the price.
Diamond-set or gemstone-set wedding rings must be inspected prior to resizing to ensure that the nature of the setting will allow a resizing.

Custom-made rings:
We do offer complimentary resizing for up to two sizes up or down within 30 days of receipt provided that a resizing is possible. For a resizing exceeding 2 sizes we charge a fee of £69. Upon receiving your request, our team will assess if the resizing is possible and discuss it with you. Depending on the complexity of your ring, the resizing may result in additional costs that shall be borne by you. This also applies if the ring has to be made anew from scratch if it cannot be resized as desired. You will be informed about any additional costs in advance. It will then be clarified whether the size change should be carried out.

Replating

To maintain the white gold whiteness of your jewellery through the years, your ring might need to be replated.

We do offer Rhodium plating along with cleaning and polishing for a fee off £59. Please contact our team for more information.

Questions about your refund or exchange

If you would like to discuss any aspect of our returns policy or have any further questions, please get in touch with our Customer Service Team on 1 920 3022 1 920 3022, or enter into a Live Chat with us.

If you would like to discuss any aspect of our returns policy or have any further questions, please get in touch with our Customer Service Team on 1 920 3022 1 920 3022, or start a Live Chat with us.

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