FAQ

PLEASE BE KIND

We deeply value our customers and strive to provide excellent service. To ensure a respectful environment for everyone, we maintain a zero-tolerance policy for threats, harassment, rudeness, or discriminatory behavior directed towards our staff. Any individual exhibiting such conduct will be refused service.

We are a small team of jewelry designers, military spouses, and jewelers dedicated to making your shopping experience positive. We kindly request that all interactions are conducted with mutual respect. Thank you for your understanding.

Chargeback & Order Disputes

If you have any questions or concerns about your order, please contact our team immediately. We are committed to helping you and resolving any issues directly.

Please note that many of our items are handcrafted, with production times typically ranging from 3 to 20 business days, depending on design complexity or custom requests.

We kindly ask that you contact us directly to resolve any concerns before initiating a chargeback or payment dispute. This helps us ensure a smoother process and avoid unnecessary complications. While we understand issues can arise, initiating a false chargeback (including "friendly fraud") can have serious legal consequences. Our legal team monitors all chargebacks. Our goal is always to resolve concerns directly with you. To learn more about chargebacks and their implications, click here. 

Military & Community Ring Program

We are proud to offer a program providing a free wedding ring to eligible U.S. military service members and individuals facing financial hardship. If you believe you qualify, please contact our team directly for more information and to submit your request.

Our Craftsmanship

We specialize in crafting high-quality, unique jewelry pieces. Most of our creations are made-to-order, meticulously brought to life with personalized CAD designs, unique molds, and custom-cut stones. Simple pieces or traditional design, and ready-to-ship items do not require this custom CAD process.

Personalization Services

We offer both custom-made pieces, often featuring our original, trademarked designs, and popular, standard pre-made pieces. For all items, we stand by our quality and specialized personalization services.

Understanding Our Collections

  • Custom-made Pieces: These are mainly our exclusive original designs, only available through us and our authorized partners. This category also includes other regular or popular pieces that require personalization or need to be made from scratch to your specifications. 

  • Regular Pieces: These are popular or simple pre-made designs, ideal for personalization. While we do our best to keep these items in stock, we only hold a very limited inventory. This allows us to focus on our custom offerings and ensure every piece is made with the highest standards of quality. While you might find similar items elsewhere, which is common for simpler jewelry, we can only speak for the quality of our products and the high standards of what we sell. As similar items can be found across a range of retailers, from high-end stores to less trustworthy vendors, we strongly advise you to do your own research before purchasing elsewhere. Our guarantee applies exclusively to products purchased directly from us. 

What Sets Us Apart

Beyond our stunning collections, it's the comprehensive services included with every purchase that truly distinguish us:

  • Free personalization on all pieces
  • Up to 3 months of complimentary professional service
  • Free one-year warranty
  • Lifetime diamond service

We proudly cover the significant costs for these complimentary benefits to ensure your lasting satisfaction and peace of mind.

ORDERS

How to Order Your Custom-Made Jewelry

If you see a design you love but it's not directly listed, it's easy to customize! Simply add an item equivalent to your desired piece to your cart. Then, in the instruction box at checkout, clearly detail your custom request (e.g., specific ring size, stone/metal color, font number, name, engraving). For more extensive customization or bespoke pieces, please contact our team for personalized assistance.

Order Status Updates

The majority of our products are meticulously crafted to order. Production times typically range from 3 to 20 business days, depending on your specific request and design intricacy. Your order status will be updated and fulfilled only when your item is ready to ship. While most pieces are not currently delayed, unforeseen circumstances can cause variations. For faster delivery, explore our Flash Sale and Gifts Ready to Ship collection, where items ship within 24 hours.

Shipping & Sizing

Tracking Updates

Please note that shipping carriers may experience longer processing times, especially during weekends and holidays. Once your package leaves our facility, it can take anywhere from 48 hours to 5 business days for the carrier's tracking database to update, depending on their operational capacity and your shipping zone's restrictions.

Ring Sizing & Customization

Every piece of our jewelry can be customized to your exact size and desired variations! If your specific ring size isn't listed, simply provide your desired size (from 3-15 US, including half and quarter sizes) in the instruction or custom request box on your cart page before checkout.

  • Silver Rings: Enjoy complimentary ring size customization.
  • Solid Gold and Platinum Rings: A slight price difference may apply for ring size customization.

Please note: Requests for variants not listed on the product page (e.g., unique stone sizes, gem colors, specific ring sizes, engravings, metal finishes, design modifications, or products with custom size labels) are considered personalized or customized orders. These special requests may require additional time for design and production.

Our 30-Day Guarantee

We offer a 30-day guarantee on all regular orders, allowing you to return or exchange eligible items for store credit within 30 days from the original delivery date. To qualify, the item must be returned to us in brand-new, unused condition. Re-shipping an item does not extend this 30-day period. This guarantee takes effect only upon delivery receipt of your order and does not cover cancellations.

Exclusions:

This guarantee DOES NOT cover the following items (all sales final):

  • Custom-made-to-order jewelry
  • VIP orders
  • Personalized and customized pieces
  • Fine jewelry made in solid gold and platinum
  • Masks, Eye Masks, Candles, Gift Sets
  • Flash Sale / Clearance items

Lifetime Professional Service

When you purchase jewelry from Black Diamonds- New York, you become a valued part of our family. We are proud to offer continuous premium aftercare services, including:

  • Complimentary Ring Polishing (for both silver and gold)
  • Professional Cleaning
  • Lifetime Diamond Service (for your diamond's integrity)
  • Plating Maintenance (complimentary for the first 3 months)

To arrange service, please contact our team for shipping instructions. Please note that shipping fees for this service are the responsibility of the customer (both to and from our facility).

Warranty

For your peace of mind, all our stones are covered by our complimentary one-year warranty. Selected Natural Diamonds also have specific warranty terms, which you can check here.

Will My Finger Turn Green?

Fine Jewelry Collections: No. Our fine jewelry, crafted from solid gold, or top-quality 925 sterling silver dipped 5x in real gold, will not turn your finger green. We also offer pieces made with 70% silver purity and 30% platinum. While sterling silver can naturally react differently with individual skin pH levels, we are confident in the premium quality of the materials we use. See preventative care.

Fashion Accessories: Please note that our fashion accessories, crafted from materials like alloy, zinc alloy, copper, or brass, may react differently with individual skin chemistries. These items are not designed for daily wear and require extra care to maintain their appearance; they are expected to fade and discolor over time. Should you encounter any issues, please do not hesitate to contact us.

Allergy Disclaimer: If you experience any skin irritation or allergic reactions, please stop wearing your jewelry immediately.

Order Cancellations

Our cancellation policies vary by order type. Please note that these policies are separate from our 30-day Guarantee.

  • Regular Orders: Can be canceled within 24 hours of purchase, provided processing has not yet begun. For cancellation requests made after 24 hours, a fee of up to 30% of the order total may be applied. This helps cover some of the material costs we've already incurred. Please contact us immediately if you need to cancel, as orders are often processed quickly.
  • Custom-Made-to-Order & Personalized Items: Once production has started, these orders cannot be canceled or modified. Approved cancellation requests for custom-made items (if permitted) are subject to a cancellation fee of up to 50% of the product price to cover partial production costs.

Gifts & Special Requests

How to Send Gifts

Simply add your personalized message in the 'notes' section during checkout. Be sure to include who the gift is 'From,' and enter the recipient's correct shipping address. We'll handle the rest, including printing your message!

Discreet Packaging for Surprise Gifts

All orders are shipped in plain boxes or bubble mailers. The shipping label will only display our fulfillment address or company name, ensuring your parcel's contents remain confidential until opened.

Complimentary Engraving

We offer complimentary engraving. Personalize your custom-made jewelry with a meaningful inscription, entirely free of charge.

Our Location

We are located in New York and New Jersey. Our Returns & Inspection operations have now relocated to New Jersey to maintain service standards while prioritizing the well-being of our team and the security of your items.

GEMSTONE CERTIFICATION

All our diamonds and Moissanite pieces come with independent certification:

  • Natural Diamonds (0.4 carats and up): Include a GIA Certificate.
  • Certified Lab-Grown Diamonds: Include an IGI Certificate or equivalent.
  • Moissanite (0.50 carats and up): Include a GRA Certificate. Please note that while GRA provides detailed grading reports for Moissanite, it is not an internationally recognized gemological authority like GIA or IGI.

For coffin-cut and other special-cut diamonds, a certificate is available upon request and must be arranged before shipping.

Are Our Stones "Real Diamonds," and Will They Pass a Diamond Test?

Natural Diamonds, Lab-Grown Diamonds, and Moissanite:

  • Natural Diamonds (mined from the earth) are real diamonds.
  • CVD/HPHT Lab-Grown Diamonds are real diamonds with the identical chemical, physical, and optical properties as natural diamonds, but grown in a lab.
  • Moissanite is a real, distinct gemstone (silicon carbide), but it is not a natural diamond.

All our Natural Diamonds, Lab-Grown Diamonds, and Moissanite are designed to pass common handheld diamond testers, as these testers primarily confirm thermal or basic electrical properties.

Important Note on Moissanite Testing: While Moissanite excels in these common tests due to its unique thermal and electrical characteristics, a local jeweler using specialized equipment designed for natural diamond identification (which analyzes carbon structure and specific electrical conductivity) may differentiate it from a diamond. In very rare instances, this specialized testing may not show a "diamond" result for Moissanite.

Budget-Friendly Diamond Alternatives:

Our Simulated Diamonds, BDNY Diamond Alternatives, and Created Diamonds are premium diamond imitators and will not pass a diamond tester. While they will not register as diamonds on a tester, they are engineered to be the ultimate, cost-effective alternative. Visually identical to natural diamonds, they offer stunning beauty and shine at a significantly lower price point.

Please refer to our Stone Authenticity guide for a comprehensive look at the unique properties of each stone type.

Jewelry Upgrades

All our jewelry can be upgraded to a higher value based on your choice of:

  • Metal Type: 10k-18k white, yellow, or rose gold.
  • Metal Plating: Platinum, yellow gold, rhodium, and rose gold.
  • Stone Type: Natural Diamonds, Moissanite, Salt and Pepper Diamonds, and CVD/HPHT Lab-Grown Diamonds.
  • Stone Carat: Available in 1-5 carats.
  • Stone Color: Custom colors are available for free; please contact us for details.

Solid Gold & Platinum Certificates

Certificates for solid gold and platinum jewelry are available upon request before shipping. All our solid gold and platinum jewelry can be appraised by any local jeweler. Please note that appraisal values can vary depending on various factors, including market conditions and appraisal methodology. We cannot guarantee a specific appraised value.

After-Sales & Support

Partial Order Fulfillment

For your convenience and faster delivery, we prioritize shipping ready-to-ship items first. If your order includes a personalized item along with a ready-ship piece, your ready-ship item will be dispatched immediately. If you prefer to receive all items together, we are happy to hold your shipment until your entire order is complete; just let us know.

Incorrect Item/Size Ordered

Returnable items can be returned within 30 days if unopened and unused. However, custom-made, made-to-order jewelry, eye masks, and personalized items are not eligible for return or exchange (as per our 30-Day Guarantee Exclusions). If the error was ours, we'll provide a return label; otherwise, you're responsible for return shipping costs.

Order Changes/Additions

We can modify your order as long as it hasn't left our facility. However, all custom-made orders cannot be changed or modified once production has started. Please contact customer support immediately to check your order status.

Returns for Custom-Made/Personalized Items

All sales are final for these items. If the error was made by us, we will send you the correct order or issue a refund; you may keep the item unless an inspection is needed.

Restocking Fee

While we previously offered free returns and exchanges, we encountered challenges due to an increase in returns of products showing signs of use or returned after specific event-based wear. This significantly impacted our operational sustainability and the considerable effort invested in crafting each piece. Our updated policy reflects our commitment to fair practices and maintaining quality for all customers.

Damaged Items

Should you receive a damaged item, please report it to support@blackdiamondsnewyork.com within 30 days of delivery. To qualify for a replacement or refund, a short video or photos of the damaged item(s) must be provided as proof. Damages reported beyond this 30-day window, or requests without visual proof, may not be eligible for resolution.

Jewelry Plating Information

Longevity of Plating

The longevity of plating (e.g., rose gold, yellow gold, rhodium, black plating) on your jewelry is highly individual and depends on factors such as your skin's natural oils, environmental exposure (water, soaps, chemicals), and consistent care. Plating can last from a few days to several months or even years. Plating is a temporary finish only, and faded plating is not considered a quality issue.

Common Platings & Durability

Most of our 925 silver jewelry features standard rhodium or gold plating. Rhodium plating, common across the industry, helps maintain luster and protects the base metal. Our silver jewelry with gold plating is uniquely 5x dipped in solid gold for enhanced durability. For lasting beauty and durability, we recommend our solid gold jewelry collection, where plating issues are not a concern.

Black Rhodium Plating

Black rhodium plating, applied over silver or gold, results in a rich dark gray to black color, which varies slightly based on the underlying metal. This is a highly intricate process. While we use industry-leading materials and processes, black rhodium is also a temporary finish only. Its lifespan is individual and can range from days to months or years. Complimentary re-plating for black rhodium is available for up to 3 months from delivery. Pieces beyond this warranty period are not eligible for re-plating services.

Plating Maintenance

To preserve your jewelry's appearance, professional cleaning and re-plating are recommended every 3-12 months. This service can be arranged through us or any professional jeweler.

Silver Blends (PT950 & S700 Stamps)

To ensure transparency, some of our silver jewelry is blended with platinum and marked with PT950 or S700. These pieces are composed of 70% silver and 30% platinum. While not pure platinum, our unique technology provides a feel to 100% platinum. All other silver jewelry is stamped S925 or 925, indicating 92.5% pure silver and 7.5% other high-quality metals. Should you experience any skin irritation or allergic reactions, please discontinue wearing the jewelry immediately to prioritize your skin health.

Faded Plating Returns/Refunds

Unfortunately, faded plating does not qualify for a refund. As plating is a temporary finish expected to fade over time, proper care is essential to extend its lifespan. While a refund is not applicable for faded plating, we are committed to helping resolve the issue and may offer solutions like reshipment or a complimentary professional service, depending on the item's condition.

Jewelry Care Instructions

While pure silver is naturally softer and more pliable than solid gold, our silver rings are meticulously crafted for durability. We use either a blend of 70% pure silver and 30% platinum, or 92.5% pure silver with 7.5% other high-quality metals. With proper care, these compositions ensure your jewelry will not bend easily. Please note that all silver can react uniquely to household chemicals and excessive sweating; therefore, appropriate care is essential. Learn more about how to care for your jewelry here.

    Important Notes & Disclaimers

    • Production & Processing: Production times are now faster, and processing time is no longer affected by COVID-19.
    • Color Variation: Due to variations in monitor displays and digital renders, the final colors of the jewelry and stones may vary slightly from what appears online.

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