Returns & Exchanges

What is your return policy?
Depending on what you're buying, unopened or unused items can be returned up to 30 days. 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.

How do I return an item?
We accept returns of unused and undamaged items except for masks, eye mask, pre-order items, personalized items and custom 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 approved EVN™ Diamond, 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.

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. All returnable items and unused products can be returned and exchanged. 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 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 and custom made jewelry (resizing, change of plating, change of stone color etc) 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 approved returns of any custom-made jewelry and personalized items, a non-refundable fee of 30% of the purchase price will apply, this fee will cover shipping and some 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 taste 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. 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. 15% restocking fee will be assessed.

How long does it take for refunds to be processed?
Refunds are processed between 24-48 hours once we receive your package unless inspection is needed which would take up to 5 business days. 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