A Friendly Reminder

We value every customer worldwide and are committed to resolving your concerns with 100% dedication to your satisfaction. To maintain a positive and safe environment, we have a zero-tolerance policy for racist remarks, libelous comments, false reviews, harassment, or threats directed toward our staff or our brand. All issues, including order concerns or unforeseen delays, can be effectively resolved through respectful communication with our team. We're here to help, and we kindly request that all interactions are conducted with courtesy. Let's all be kind.

Chargebacks and "Friendly Fraud"

If you have any questions or concerns about your order, please contact our team as soon as possible. We're always here to help.

Many of our items are handcrafted, and production times can vary from 3 to 20 business days depending on the complexity of the design or any custom requests.

To ensure a smooth process, we kindly ask that you contact us directly to resolve any concerns about your order, rather than initiating a chargeback or dispute. We're committed to working with you to find a resolution and avoid unnecessary complications. While we understand issues can arise, initiating a false chargeback (including "friendly fraud") can have legal consequences. Our legal team monitors all chargebacks. Our goal is always to resolve concerns directly with you to avoid such situations. To learn more, click here.

Military & Affordability Wedding Ring Program

We are proud to offer a program providing complimentary wedding rings to qualifying U.S. military service members and individuals who may not otherwise be able to afford one. If you believe you qualify for this initiative, please contact our team for more information and assistance with your request.

Our Craftsmanship

The majority of our jewelry is meticulously made-to-order by our professional jewelers. Each piece is handcrafted with passion and designed to be cherished for a lifetime. Our personalization service includes intricate details such as CAD drawings, unique wax models, custom molds, and precisely cut gemstones. Due to this detailed, custom crafting process, production time typically ranges from 3 to 20 business days.

30-Day Money-Back Guarantee

We want you to feel comfortable and confident shopping with us. For most regular orders, you may return or exchange an unused item in its original condition for store credit within 30 days from the original delivery date. Re-shipping an item does not extend this 30-day return period. You can initiate a self-serve return or exchange by logging into your account or by contacting our team. Please note that our 30-day guarantee applies only once you've received your order and does not cover cancellations.

Returns & Exchanges Policy

General Conditions & Returns:

• Returns are accepted within 30 days from the original order's delivery date. Requests beyond this period will be declined.
• An RMA# (Return Merchandise Authorization number) is valid for 7 days; returns must be shipped within this timeframe.
• Ensure the RMA# and original purchaser's name are clearly marked on your return label.
• If using your own shipping label, do not include "Signature Confirmation". We are unable to retrieve packages from carrier pickup locations for security reasons, and packages returned due to "Signature Confirmation" cannot be processed.
• Returned items must have the tag intact and be unused.
• Items returned without prior authorization (RMA#) will not be accepted.
• All items must be returned in their original condition, free of scratches or signs of wear, and must not have been resized or altered.
• Any promotional gifts received with the original purchase must be returned, or their retail price will be deducted from your refund/store credit.
• The original jewelry box must be included with returned items.
• Refunds can be processed fully via store credit. For refunds to the original payment method, a 25% restocking fee will be assessed for all approved returns without quality issues or simply due to a change of mind. This fee helps cover production and initial shipping costs.
• Paid Priority Shipping fees are non-refundable.
• Free returns are provided only for items with quality issues or if the error was made by us.
• When returning or exchanging items, customers must use a shipping method with tracking. Returns or exchanges without a tracking number and an approved RMA# will not be processed.
• Please note: Merchandise images on our website are enlarged to show detail; actual item sizes may vary slightly from appearance, but are accurately described in the product description. Returns based solely on perceived size discrepancies are not accepted unless our design description was erroneous.
• Any item(s) returned that are not listed under your RMA number will be disposed of for safety reasons.

Exchanges:

• Exchanges are accepted within 30 days of when the original order was received. An RMA# is valid for 7 days, and exchanges must be shipped within this period. You can initiate an exchange via self-serve or by contacting our team.
• The original item must be returned first, with the tag intact and unused.
• Faded plating, bent metal, or missing stones resulting from daily activities, heavy impacts, alterations, heavy lifting, or customer-caused damage are not considered quality issues and are not eligible for exchanges.
• To exchange for a new size or a different design, a 25% resizing/exchange fee will be assessed. This fee covers shipping and partial material costs, such as new molds and wax casts, required for your new custom request.
• Free exchanges are provided only for items with quality issues or if the error was made by us.
• When exchanging items, customers must use their own shipping label with tracking. Exchanges without a tracking number will not be processed.
• For approved exchanges with a price difference, any refund will be issued via store credit only.

Items Not Eligible for Returns or Exchanges (All Sales Final):

This guarantee DOES NOT cover the following items:

• Custom-made-to-order jewelry
• VIP orders
• Pieces from our "Till Death Do Us Part" and "Video Games Inspired" collections
• Customized jewelry and personalized items (including jewelry with unique customizations such as inscriptions, personalized names, photos, custom ring sizes, gem colors, stone sizes, and metal finishes)
• Masks, eye masks, and candle gift sets
• Flash Sale / Clearance items
• Fine jewelry made in solid gold and platinum (Please refer to the specific policy below for these items)

These items are often custom-made or specially priced, involving upfront costs for special diamonds, materials, and custom-cut stones based on your exact instructions.

How to Return an Item

All return requests require approval from our team to ensure faster refunds or exchanges. Please email support@blackdiamondsnewyork.com with photos or a short video of the item(s) you wish to return for initial assessment. An RMA# will be generated once your request meets our return policy criteria.

Important Note: Do not return your order to the address on your package. This is a fulfillment address and will delay or prevent the processing of your return. Always wait for our specific return instructions.

Exchanging/Returning Specific Items

Custom-Made/Made-to-Order & Personalized Items

All sales are final for custom-made, made-to-order jewelry, and other personalized items. If the error was made by us, we will send you the correct order or issue a refund, and you may keep the item unless an inspection is needed.

Return Labels

We provide free return labels for items that were damaged in transit or for incorrect shipments. If you made an error in your purchase (e.g., incorrect item, color, size) or simply changed your mind, you are welcome to return the item within 30 days with the tag intact and all original accessories (including free jewelry). However, the return shipping label will be at your own expense.

Exchanging for a Different Size/Design

You can exchange for a different size/design. However, you will be responsible for the return shipping and a 25% resizing or exchange fee. This fee covers part of the cost of a brand-new ring in a new size, as most rings have inlays or sleeves and cannot be resized without remaking them entirely, and cannot be resold.

Please note: All sales are final for the following items, and they cannot be exchanged or returned:

• Custom-made-to-order pieces
• Solid gold and platinum with precious stones
• Gift sets
• Flash Sale or clearance items
• Candles, Masks, Mask accessories
• Personalized items

Product Issues & Support

If You Have an Issue with Your Jewelry

If you encounter an issue with your jewelry, we are 100% committed to helping you. Please email support@blackdiamondsnewyork.com with a photo or short video of the product. Once the issue is confirmed, we will promptly reship a new item or issue a full refund. You may keep the item unless an inspection is required.

Faded Plating

Faded plating does not qualify for a refund. Plating (including rose gold, yellow gold, rhodium, or black plating over silver or other metals, excluding solid gold) is a temporary finish and is expected to fade over time. Proper care can significantly extend its lifespan, and we recommend extra care for all jewelry, fine or fashion. While not eligible for a refund, we will do our best to resolve the issue, potentially offering a re-shipment or complimentary professional service, depending on the item's condition.

Bent, Damaged, or Missing Stones (within 30 days)

You can return your jewelry for a free repair within 30 days from the day you receive it if it's bent, damaged, or if a stone falls off. However, items showing signs of modification, abuse, or damage beyond normal wear, as determined by our jewelry professionals, will not be accepted for free repair and may be subject to a quotation. For missing stones reported after 30 days, repairs will also be subject to a quotation, depending on the total carat weight. Issues falling under normal wear and tear are covered by our warranty.

Repair Services & Lead Times

We're happy to offer repair services for items outside of their warranty coverage. Please note that repairs are subject to a quotation based on the specific work needed.

Repair lead times can range from 3 to 20 business days, or potentially longer. The exact timeframe depends on several factors, including:

• The complexity of the repair: What might seem like a simple fix can sometimes require extensive work, occasionally even a complete remake of the piece, to ensure it's properly and securely restored.

• The condition of your jewelry: Items in more delicate or intricate states may require additional time and specialized attention.

• Availability of new materials: If new components are needed for the repair, lead times can vary based on sourcing.
  

• Missing materials or unable to repair: If, for any reason, we determine we cannot repair your jewelry, we will ship it back to you and issue a refund for the aftercare service you paid for.

Please consider these potential timelines before requesting a repair. If your repair is time-sensitive, we recommend checking with a local jeweler who might be able to offer a quicker turnaround for urgent needs.

Eye Masks and Candle Gift Set

Due to the nature of these products, we do not accept returns or exchanges for eye masks and candles for sanitary and safety reasons.

Additional Return Policy for Specific Collections

Designer Jewelry, Gothic Rings, Solid Gold & Custom Items

All pieces from our Designer Collection, "Till Death Do Us Part" rings, "Video Game Inspired" rings, and solid gold collections, as well as customized jewelry (e.g., with engraving, special sizes, plating changes, stone color changes) are made to order with precious metals and gemstones. Therefore, these items cannot be exchanged or returned for a change of mind; all sales are final. If the error was made by us, we will send you the correct order or issue a refund, and you may keep the item unless an inspection is needed.

If the wrong size is ordered for these specific items, you may send the jewelry back for resizing. You will be responsible for the return shipping and a 35% resizing fee, which covers shipping and part of the production costs, and labor. These items cannot be restocked due to their customization or rarity. Contact our team at support@blackdiamondsnewyork.com before proceeding to confirm if your item qualifies for a return or resizing.

Final Instructions for Photos/Videos

For faster processing of any inquiries, please email all photos or videos along with your Order# or the original purchaser's name to support@blackdiamondsnewyork.com.