FAQ SHORTCUT

QUICK FAQ:
  1. What is the status of my order? If part of your order is custom-made jewelry, please allow between 3-20 business days to handcraft to perfection (usually done sooner). All orders under Ready To Ship Gifts and Flash Sale will ship within 24hrs. We will update your tracking# and email you when your order is good to go. If you have a need-by-date, please email our team so we can rush your order.
  2. Where is my order confirmation? Please check your email or your spam folder. If you opt to receive SMS, please check your messages. Order confirmation gets sent almost immediately after receiving your order.
  3. Can you expedite my shipping? Yes, we can. Just ask nicely. Please provide a realistic deadline and we will be happy to expedite your order.
  4. I no longer want my order. How can I cancel it? We can cancel your order and issue a refund ASAP unless production has started. Please note that our team works very hard to create CAD, personal drawings, mould, wax, mount, cut stones, etc for your order, so cancellation can only be made if production hasn't started.
  5. What is your return and exchange policy? We accept returns and exchanges for all regular orders within 30 days. All sales are final for custom-made orders unless you purchased Seel Return Assurance. Please email us a clear photo of the item/s to initiate return/exchange.
  6. Do you offer repairs? Yes, we offer free repairs, replating, professional cleaning, stone resetting, and more. Check our warranty terms here.
  7. Can I visit your store in New York? Please schedule a virtual appointment with our designers.
  8. I ordered an incorrect ring size, can you resize it? Yes, we can resize your ring depending on the design.
  9.  I ordered a silver ring with black/gold overlay, will the plating come off? Gold or black plating is a temporary finish only. The longevity depends on the wearer. To avoid this issue, we highly recommend you consider upgrading to solid gold or purchase silver without overlay. You can check more info here.
  10. I am calling my bank. I emailed many times over the weekend, how come no one emailed me back? Please note we answer all emails within 24hrs except on weekends or US holidays. Our small team of military spouses work tirelessly to make your shopping experience special and we promise to get back to you as soon as possible.
  11.  All other info can be found on our full FAQ online.

LIVE CHAT: 10AM-4PM EST (M-F)
EMAIL SUPPORT: support@blackdiamondsnewyork.com
TEXT SUPPORT: 646-493-5936 (M-F)

For faster processing, please email us your order# along with a clear photo of the item you are inquiring or having issues with.

Other helpful links:
FAQ
Returns&Exchanges Policy
Refund Policy
Shipping Policy
Warranty and Lifetime Service