My Cart
Your Cart is Currently Empty
Returns & Exchanges
We accept returns of unused and undamaged items except for masks, eye mask, pre-order items, personalized items and made to order jewelry. 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. All CVD Diamonds, Sona Diamonds and selected Moissanite jewelry can be returned within 30 days from delivery date. All other items can be returned within 7 days from the delivery date.
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. However, shipping label will be at your own expense.
Can I exchange my item to a different size/design?
Yes, you can. All returnable items and unused products can be returned and exchanged. Please contact our team asap. Note that you cannot exchange or return any masks, personalized items made to order and custom-made jewelry.
I have an issue with my product?
We got you. We will help you 100%. To determine the best solution, please email us 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?
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 and exchange custom-made jewelry or gift set?
All personalized items/gift sets and custom made jewelry 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 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.
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 reason. So make sure you are 110% sure of the design and size before you hit the checkout button.
Unopened masks (NOT PERSONALIZED), can I return them?
YES, you can but needs approval. Seal must be intact. To initiate returns, please email us a photo of the UNOPENED packaging box or UNOPENED shipping packet/mailer. Once verified, we will approve your return request. Please note that shipping fee is non-refundable and you will have to ship it back using your own label. 10% restocking fee will be assessed.
Refunds are processed between 24-48 hours once we receive your package back. How long the refund will take to show back as credit on your bank statement varies depending on who you bank with (typically 5-7 business days).
ALL PHOTOS AND VIDEOS ALONG WITH YOUR ORDER# MUST BE EMAILED TO support@blackdiamondsnewyork.com