PLEASE BE KIND.
While we always appreciate our customers, we have zero tolerance for threats, harassment, rudeness, or racism directed towards our staff. Any customer with this behavior will be refused service. We are a team of hardworking moms, military spouses, designers, and professional jewelers, we are here to help and make your shopping experience great. We ask that you DO NOT discriminate, disrespect, or harass any of our staff if you encounter any issues with your order. Thank you.

Order Status and Product Turnaround:
Most of our jewelry gets handcrafted and could take 3-20 business days to create, depending on the design intricacy and custom request. As every piece is made-to-order, some pieces may take longer. We understand this may be longer than larger stores, but as a small family business, we pour our hearts into each piece to ensure the highest quality and top-notch beauty. For faster options, shop our ready-to-ship pieces, which get dispatched within 24 hours (except on weekends).
You'll receive a tracking number by email when your order ships.
Need it faster? Just ask nicely.

Order Confirmation:
Check your email, spam folder, or SMS messages.

Cancellations and Modifications:
Can be done before production starts.
Custom orders may incur modification fees except for changes in stone color, changes in metal color, inscriptions/engraving, and more- these are free.

Returns and Exchanges:
Accepted for regular orders within 30 days.
Custom orders are final unless you purchased a Return Assurance.
Email a photo of the item to initiate a return/exchange.

Repairs:
Free repairs, replating, cleaning, stone resetting, and more are offered.
Check warranty terms for details.

Order Issues:
Email customer service your order # along with a clear photo of your item. We are here to help! If you need a refund, please DO NOT file a dispute. It takes up to 75 days for your bank to resolve the claim with our legal team. You'll get refunded faster if you contact us plus you may keep the item. All friendly frauds, disputes, and false chargebacks are being monitored closely by our legal team.

Showroom:
No longer available, virtual appointments with designers are offered.

Ring Resizing:
Available depending on the design.

Plated Jewelry:
Gold overlay or black plating is temporary and may wear off.
Consider solid gold or unplated silver for longevity and durability.

Customer Service: 
We are currently expanding our customer service team to ensure all inquiries receive a swift response within 24 hours (excluding weekends). We appreciate your patience as we work towards faster support during our growth phase. To dedicate our resources to better assisting you, we've transitioned away from phone support due to a high volume of telemarketing calls. We believe this allows us to focus on answering your questions more efficiently via email.

Emails: Answered within 24 hours (excluding weekends and US holidays).

Text Support: Available for new orders and other urgent requests only. Aftersale requests, returns, and order modifications need to be requested via email for faster assistance.

Chat Support: Available from Monday to Friday from 10 am- 4 pm EST. 

Additional Information:
Free ring program for qualifying individuals.
Full FAQ available online.
Respectful communication with staff is appreciated. We are here to help!

Guarantees:
Lifetime diamond service.
Ethically sourced diamonds.
Hassle-free returns and exchanges.
30-day money-back guarantee.
Easy and free shipping worldwide.
Free inscription.
Unique pieces and exceptional craftsmanship.
Personal jewelry designer and jeweler.

Contact Information:
Live Chat: 10 AM - 4 PM EST (M-F)
Email Support: support@blackdiamondsnewyork.com
Text Support: 646-493-5936 (M-F)

Additional Tip:
Include your order number and a clear photo of the item in your email for faster processing.

OTHER HELPFUL LINKS

FAQ
Returns&Exchanges Policy
Refund Policy
Shipping Policy
Warranty and Lifetime Service