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FAQ
ORDERS
Yes. All orders can be cancelled within 24 hrs unless processing has started. All masks, custom made items, made to order jewelry and gift sets cannot be canceled or modified once customization is in process.
Will you partially fill orders that include an item that is on pre-order or custom made to order?
It depends on the category of the item/s you ordered. If you purchased a personalized mask along with a ready to ship CVD diamond ring, your ring will ship first then the mask will ship once it's ready. We will ship whatever is ready to ship to ensure faster delivery. Unless you want us to wait and ship everything together, then we will be happy to hold shipment and release it once your order is complete.
Yes, we can modify your order as long as it hasn't left our facility. All custom made orders CANNOT be changed or modified once production has started. Please contact customer support immediately to check the status of your order.
Can I return my custom made/made to order jewelry and other personalized gift sets?
No, 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 keep the item unless inspection is needed. For any approved custom made returns, a non-refundable restocking fee of 30% of the purchase price will apply, this fee covers shipping and some production costs. Each ring or other jewelry item unless otherwise specifically stated is custom made to order to size with desired variations – design, wax, mold, cast, polished, and gem set. Contact our team to see if your item qualifies for return.
Do you offer 30 Day Guarantee on all your products?
All our CVD Diamonds, Sona Simulated Diamonds and Moissanite jewelry (selected- check with our team) is backed by our 30-Day Guarantee. This guarantee allows you to return or exchange your item within 30 days from delivery date. The item must be returned to us brand new and unused in order to qualify. All other products (except masks, eye masks, candles) have 7-15 Day Guarantee.
When you purchase an engagement ring with us, you become a valued member of the Black Diamonds- New York family. We pride ourselves on providing continuous premium service, including care and repair, complimentary ring polishing and a full lifetime diamond service. All our CVD Diamond and selected Moissanite jewelry will come with the following free of charge:
- Silver/Gold polishing
- Professional cleaning
- Lifetime Diamond Service
- Plating maintenance
Please contact our team how to ship your item back. Note that we don't cover shipping fee for this service so you will have to pay for shipping back and forth.
Do you offer warranty?
We value your peace of mind! Yes, all our CVD Diamonds, Sona Simulated Diamonds and Moissanite Diamonds (selected- contact our team) are covered up to one year warranty. See the warranty terms here.
What if I purchased the wrong item/size?
No biggie. All returnable items can be returned between 7-30 days as long as it is unopened and unused. Items like masks, eye masks, custom made jewelry, personalized items cannot be returned nor exchanged. If error was made by us, we will issue a return label. Otherwise, you will have to ship it back at your own expense and a 10% restocking fee will be assessed if tags, complete accessories or original packaging are missing. Please contact our team with a picture of your returnable item to start the return process.
Fine jewelry and 925 Silver question, will my finger turn green?
Unless you are Hulk, the answer is NO. :) Our fine jewelry are made from top-quality 925 sterling silver or solid gold and will not turn your finger green. Please see care instructions.
All fashion accessories (alloy, zinc alloy, copper, brass etc) may react differently on others. These type of jewelry are not for everyday use and require extra care. If you encounter any issue with your purchase, please contact us anytime.
The plating on my silver/stainless steel is fading. What to do?
This is normal. All our jewelry is rhodium plated, this is a standard process across the industry. Rhodium plating is what maintains the luster and sheen of the metal, it is also to protect the metal underneath. Professional cleaning and re-rhodium is recommended every 6-12 months, this can be done by any professional jeweller. Plated jewelry wears differently on different people due to the natural oils in our skin and also how well it's looked after. However, we use a thick coating/plating of either rhodium, rose gold, yellow gold or black gold which last for a long time. Make sure you read our care instruction to avoid fading or changing color. You can also check our gold jewelry collection as these issues are very unlikely to happen.
Can I return my jewelry for a refund if the plating has faded?
Unfortunately, this does not qualify for a refund. Plating such as rose gold, yellow gold, rhodium, or black plating is expected to fade but with proper care, it should last for a long time. We recommend extra care for any jewelry, fine or fashion. Although they won't qualify for a refund, we will do our best to solve the issue, either reship a new one or offer a professional service for free. All depends on the condition of the item.
Jewelry Care Instruction
Silver reacts differently compared to other metals when in contact with household chemicals and even from excessive sweating. These simple methods will surely help you prolong the longevity, sparkles and beauty of your rings for years to come. Learn more about how to care for your jewelry.
Are your stones real diamonds and will pass the diamond test?
All our Natural Diamonds and lab-grown Moissanite Diamonds will pass the diamond test. Our CVD Diamonds, Sona Simulated Diamonds and Created Diamonds are lab-grown diamond imitators and are great alternatives to natural diamonds. They look just the same, but they cost much less. At about only 1% of the cost of a diamond, you can take a stone that is equally beautiful and shining. Check our stone authenticity for the stone properties.
Diamond Certificate
All our Natural Diamonds with 0.4 carat and up will come with GIA certificate and GRA certificate for all our Moissanite.
All our jewelry can be upgraded for higher value from metal type, metal plating, stone color, stone carat and stone type.
- Metal type such as 10k-18k white/yellow/rose gold.
- Metal plating such as platinum, yellow gold, rhodium, and rose gold.
- Stone type such as Moissanite and Premium CVD Diamond that will pass the diamond test.
- Stone carat are only available from 1-4 carat.
- Stone color, FREE for any color but contact us first.
- Engraving is FREE.
Please send your design or custom request to our team to get a qoute.
I want to make it extra special. Do you offer engraving?
YES, we love to personalize everything so we will do it for FREE. Inscription/engraving is available for our custom made jewelry and skull rings with CVD Diamond, Sona Simulated Diamonds and Moissanite stones collections. Please contact us.
NATURAL STONES FAQ
Are these genuine natural stones?
Yes they are natural stones, unless specified on the description that it isn't. If unsure, please contact our team asap.
How do I charge my stone?
- Place stone on a charging stone (selenite, quartz, amethyst)
- Surround your crystal with plants or bury it in the soil
- Expose your crystal to sunshine or moonlight
- Hold or rub them
View your natural healing stone guide here.
item?
Any damaged items need to be reported within the 7-day return window to support@blackdiamondsnewyork.com Damages reported outside of 7-days may not qualify for a replacement or refund. A short video or photos of the damaged items need to be provided as proof. Otherwise, we cannot approve your return requests.
Yes. We will do our best to restock popular items. The best way to be alerted of restocks is to utilize our “email me when available feature” located in the product description of sold out items. If you cannot find it, please contact our team.
Awesome idea! Just add a note when checking out and we’ll write the message for you. Make sure to include who it’s ‘From” and enter their correct address.
This is a surprise gift. Is your packaging discreet?
Sweetness! All of our jewelry orders will ship in either plain brown boxes or buble mailers from our fulfillment center. No one can know what is in your parcel by looking at the shipping box. All other orders will ship in a standard packaging.