Returns & Refunds

Returns & Refund Policy

We accept returns for all reasons. You may return your item to London Diamond Online for either an exchange (for a different item from our collection) or a refund.

We offer a 14-day return policy, meaning you have 14 days from receiving your product to return your order. Please note that this 14-day period begins from the first delivery attempt made by our courier. See points A and B below for further clarification.

Please allow 2–4 working days for us to process your return. Once processed, your bank or card provider may take additional time to credit the funds back to your account, in line with standard financial processing times.


Delivery & Return Window Clarification

A. Collection Point Deliveries
If your parcel is redirected to a delivery depot, post office, or collection point and is delivered there, it is considered delivered. The 14-day return period will begin from the date of the first delivery attempt.

B. Redelivery Arrangements
If a redelivery is scheduled, the 14-day return window still begins from the first delivery attempt, as we are not responsible for missed deliveries.


Important Return Conditions

  1. Return Timeframe
    Returned goods must arrive back to us within 14 days. If items are not collected in time and are automatically returned to sender but do not reach us, the responsibility lies with the customer. Refunds will not be issued for such cases.
  2. Return Postage Costs
    Return postage is covered by the customer. In exceptional cases where we agree to cover return postage, reimbursement will be limited to £6.95 (Royal Mail Special Delivery only). Any alternative or higher-cost return methods will not be covered.
  3. Non-Returnable Items
    Bespoke or made-to-order items are non-returnable. This includes any modifications requested by the customer, such as changes in length, colour, engraving, or design.

  4. Ring Sizes
    Returns and exchanges are accepted for ladies’ rings in sizes J to O and men’s rings in sizes R to W (excluding bespoke or made-to-order pieces).  

    Rings outside of these size ranges are considered custom and are non-returnable. However, resizing or exchanges may be available for an additional fee.


General Return Guidelines

  • Delivery costs are non-refundable.
  • Return postage costs are the responsibility of the buyer.
  • Items must be unworn, unused, and returned with original tags intact.
  • Once an item has been worn, we do not accept responsibility for damage or loss.
  • Fine jewellery must be handled with care; responsibility lies with the buyer.

Important:
If tags have been removed and reattached, or placed loosely in the box, the item will be considered as having tags removed and the return will be rejected. Tags must remain attached exactly as originally sent.


Special Item Conditions & Care

Piercing Jewellery
Returns are accepted on all piercing jewellery except Belly Piercings and Tongue Bars, provided items are unused, in original condition, and tags remain attached.

Chains Under 4g
Chains under 4g are delicate. Please inspect them upon arrival. Any breakage after wear will not be considered a defect.

Silver Flexible Bangles
Silver is a soft metal. Flexible bangles may naturally change shape depending on use. This is not considered a defect. They can be gently adjusted back to shape.

Gold-Plated Jewellery
Gold-plated items should not be exposed to water, perfumes, or liquids. Claims for plating wear after use will not be accepted as defects. Replating services are available at an additional cost.

Metal Colour Changes
Silver and gold may change colour over time due to natural properties and exposure to elements. This is not a defect. Items can be professionally re-polished at a cost.
Example: 9ct gold (375) may change colour faster than 18ct gold (750).


How to Initiate a Return

To start a return, please contact us at:
[email protected]

If your return is approved, we will provide instructions on how and where to send your item.

Please note: Items returned without prior approval will not be accepted.


Return Eligibility Requirements

To qualify for a return, items must meet all of the following:

  1. Unworn, unused, and free from damage (e.g., scratches, dents). Tags must remain intact.
  2. Returned in original packaging, including receipt, valuation certificate, or proof of purchase. Tags must remain attached to the item.
  3. Not altered, resized, or modified in any way.
  4. Not custom-made or manufactured to customer specifications.


For any further questions, please contact us at:
[email protected]