Distance Selling Regulations
Having placed an order via the internet, under the Distance Selling Regulations, you have a statutory right to cancel and receive a full refund within 7 days of delivery.
To cancel, you can call 0207 242 3019, email firstname.lastname@example.org or write to us at Diamond Palace.com Ltd 36 Greville Stret London EC1N 8TB
Item(s) may also be returned to the Diamond Palace store in person, just email or telephone in advance to make an appointment.
If you have an Internet order query, please email email@example.com or telephone 0207 242 3019
(For security and training purposes, telephone calls may be recorded or monitored).
14 day money- back guarantee requirements
We're committed to selling high-quality jewellery, but we know that, for one reason or another, there may be a time when you need return something you've bought.
Firstly, check your item as soon as it is delivered and notify us immediately if there is any aspect of our goods and services to which you are not entirely satisfied.
Always keep the receipts and other documentation for future queries. Most items are covered by our 14-day money-back guarantee, so return them to us unworn, in their original condition and with the white tag still attached in their original box and packaging. You must include all documentation which includes valuations and diamonds certificates. Please email firstname.lastname@example.org or phone us on 0207 242 3019 to notify us of your intention.
On delivery we will asses items to ensure they have not been worn, damaged, resized, personalised or altered in any way. Personalised means the addition of engraved messages, the addition of designs, patterns and textured finishes, and the adding further gem stones or diamonds to the original item. Earrings, bespoke handmade and cad cam orders are not covered in the 14 day money-back guarantee.
If there's a fault with the item on delivery
Notify us immediately of any fault or problem with an item on 0207 242 3019 or email@example.com If you post it back to us with your proof of purchase, we'll give you a replacement or a refund.
If there's a fault after it's been worn?
If you've had the product for up to 1 year, and it has suffered a material defect, we'll repair the product or, if that's not possible, give you a replacement or, if that's not possible, a refund. Jewellery, by it's nature, is delicate and like all products suffer wear and tear. The 1 year guarantee does not cover wear and tear but a material defect or fault in it's manufacture.
This does not affect your statutory rights.
Wear and Tear
Although wear and tear are not covered under a statutory one year guarantee we can still offer repairs and servicing. The most common repairs are retipping claws and tightening settings. Both happen when a item has been accidently caught or knocked or been worn down with age. You are always welcome to return an item, with the receipt, either in person or by post where we can carry out the repairs. We will endeavour to carry out this repair as quickly as possible but it will depend on the amount of damage and how busy the workshop is. Most insurance companies do not cover for wear and tear, and some ask for the stone set items to be 'checked over' every year to ensure the claws are strong and the stones tight. We will carry out an annual inspection free of charge and provide documentation for your insurance company. The costs to repair damage and to build up worn items will vary, and we will give you a quote before proceeding. If repairs are returned to you by post there will be a £10.00 postage charge.
It is your responsibility to provide the correct finger size when placing an order. We understand that certain romantic events require an element of surprise and ascertaining the finger size might spoil this. In these circumstances you must inform us in advance as there are certain ring styles, due to the nature of the settings, that cannot be resized. If you find on delivery the size is wrong, send the item back to us or visit in person and we will endeavor to re-size it while you wait. You must return a resize with the receipt. Unless a item has to be pieced, new purchase re-sizings are free of charge. If re-sizings are posted back to you there will be a £10.00 postage charge.
If the ring requires re-sizing in years to come we can still adjust the size but a charge may be incurred if the item needs piece sizing, or additional tipping and stone tightening is required.