Returns & Exchanges

Friendly Reminder
We value all our shoppers all over the world. We do not condone racist remarks, libelious comments, false reviews or any kind of threats for both our staffs and our brand. All issues can be resolved with our 100% commitment to customer satisfaction. If you encounter any issues with your order or delays due to COVID19 restrictions, we will be here to help. Our company is known for it's generosity so just ask nicely. Let's all be kind.

30-Day Return & Exchange Policy
We want you to feel comfortable and confident when shopping with us. If for any reason you're not satisfied with your regular purchase, you may return or exchange the unused item in its original condition as long as you contact us within 30 days from the delivery date. Items like masks, eye masks, custom made to order jewelry and all personalized items cannot be returned nor exchanged as these are specially made for you. If an error was made by us, we will either reship a new one or issue a refund. You keep the item unless inspection is required.

Return & Exchange Conditions
1. Items must be returned with the tag intact.
2. Items returned without authorization will not be accepted.
3. All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
4. When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking # will not be processed.
5. For returns, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.
6. For exchanges, the original item must be returned first with the tag intact and unused. A $30 fee will be assessed to cover shipping fee and part of the materials such as new mold, new wax cast etc to match your new custom request, ring size or new design.
7. The time frame for return & exchange must not exceed 30 days from when the original order was received. 7 days for some items.
8. Original jewelry box must be included in the returned items.
9. Faded plating, bent metal and missing stones due to daily activities, heavy impacts, alterations, heavy lifting, or caused by you is not considered a quality issue and cannot be accepted for returns and exchanges.
10. A 25% restocking fee will be assesed for all approved returns with no quality issue or simply did not like the product in person. This fee will cover part of the production cost and shipping fee (you paid 0 because we paid standard shipping fee for you). Returning the item will be at your own expense.
11. Paid shipping fee (Priority Shipping) is non-refundable. 
12. Free returns and exchanges for all items with issues and/or if error is made by us.

How do I return an item?
All return requests must be approved by our team for faster refunds or exchanges. Please take a photo of the item/s you want to return for approval. An RMA# will be generated once it meets our return policy. 

Note: Please do not return your order to the address on your package. That is not our return address and will affect the processing of your return.

Do you provide return labels?
Yes. All approved return requests will receive a return label from us. FREE returns and exchanges, or full refund for items that got damaged while in transit as well as incorrect shipments. If you made the error of purchasing incorrect items, incorrect color, wrong size etc, you are more than welcome to return it within 7 days with the tag intact and all accessories that came with the package including free jewelry. However, shipping label will be at your own expense.

Can I exchange my item to a different size/design?
Yes, you can. However, you will be responsible for the return shipping and will be subject to a resizing fee. Please contact our team asap. Note that you cannot exchange or return the following:

• Candles
• Masks
• Mask accessories
• Personalized items
• Custom-made to order jewelry

I have an issue with my product, what to do?
We got you. We will help you 100%. To determine the best solution, please email support@blackdiamondsnewyork.com a photo or a short video of the product. Once the issue is confirmed, we will reship or issue a full refund asap. You keep the item unless inspection is needed.

Can I return my jewelry for a refund if the plating has faded?
No. 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. 

Can I return my jewelry if it's bent, damaged or if one of the stones fell off?
Absolutely. You can return your jewelry for repair or one-time replacement. We will repair it for you for free. Any items showing signs of modification, abuse or damage beyond normal wear, as determined by our jewelry professionals will not be accepted.

Can I return and exchange custom-made jewelry or gift set?
All sales are final for all personalized items and custom made jewelry (resizing, change of plating, change of stone color etc). These items CANNOT be returned or exchanged. 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 all wear and tear issues (bent metal, faded plating, missing stones, etc) will be under warranty. For approved returns of any custom-made jewelry and personalized items, a non-refundable fee of 35% (higher for solid gold) of the purchase price will apply, this fee will cover shipping and part of the production costs. These won't be put back in stock due to customization since it would be impossible to find someone who has the same personal preference like you. Contact our team to see if your item qualifies for a return.

Can I return eye masks and masks?
Unfortunately, no. Due to the nature of these products and the current COVID-19 pandemic, we DO NOT accept returns and exchanges for sanitary and safety reasons.

Online Return Policy
All pieces from Till Death Do us Part and Solid Gold collections as well as customized jewelry are made to order with precious metals and gemstones, and cannot be exchanged or returned for change of mind. If the wrong size is ordered, you can send the ring back for resizing. You will be responsible for the return shipping and will be subject to a resizing fee. Please contact us at support@blackdiamondsnewyork.com before proceeding.

ALL PHOTOS AND VIDEOS ALONG WITH YOUR ORDER# MUST BE EMAILED TO support@blackdiamondsnewyork.com for faster processing.