Service
RETURNS
HOW TO RETURN OR EXCHANGE YOUR ITEM
At Diamond Heaven, we always endeavour to ensure all our customer are happy with their purchase and to give the best customer service possible. In the rare event you are not happy with your item, then you are entitled to a full 30-day money back guarantee from the date you receive the piece of jewellery. This would also cover faulty goods. We also offer the opportunity for our customers to exchange your item, should you see something else that you prefer.
HOW DO I RETURN MY ITEM?
Contact us on [email protected] and let us know you would like to return your item.
You will be issued a return number; a returns form will also be emailed across for you to fill in. You may also include a covering letter if needs be.
Please ensure the parcel is addressed as following:
DH Returns*
115 Vyse Street
Hockley
Birmingham
B18 6LP
Your item needs to be returns in its original box and all original documentation. Failure to return the box or any documentation will result in a delay/deduction of your refund amount.
Once you have completed these steps, please send the item back to us via a reputable postal service or courier company. Please note, you are responsible for the returns cost and insuring the item for appropriate amount whilst in transit. Diamond Heaven will not be held responsible for any loss or damage whilst the item is in transit back to us.
Email [email protected] with the date of postage, along with the tracking number so we can track your parcel. Once we receive the item in office, we will confirm via email and proceed with the return/exchange.
*Please refrain from addressing the parcel with the word ‘Diamond’ being mentioned.
HOW LONG WILL THE RETURN/EXCHANGE TAKE?
Once we receive your returned item, our Returns Department will check the item over before releasing it for a refund. If any item is found to have signs of wear, is damaged, resized by another jeweller or has been mishandled in any way, it will not be eligible for a refund.
If any items have missing diamonds or damage that the customer has no knowledge of, then the item will not be accepted for a refund. Our craftsmen are some of the best qualified jewellers in the country, and all our items are checked thoroughly before dispatch.
Once your return has been approved, please allow 8-10 working days for the funds to return to your account.
If you are not sure whether your item falls under our 30-day money back guarantee, then please contact us on [email protected] or 0121 200 1300.
ARE THERE ANY ITEMS NOT COVERED UNDER THE RETURNS POLICY?
Bespoke items- Jewellery that has been specially commissioned will not be valid for a refund. There will have been multiple points throughout the commission where you would have had to approve cad designs.
Engraved items- Any jewellery that has had engraving carried out will not be valid for refund, as this has been personalised and cannot be re-sold.
Worn or Damaged items- Any jewellery that has been clearly worn or has suffered damage, whatever that may be whilst in your possession.
INTERNATIONAL RETURNS
We ask that all our international customers contact us on [email protected] before arranging any return.
