By placing an order with Diamond Palace Jewellers (“we”, “us”, “our”), the client (“you”, “your”) agrees to the following Terms & Conditions. These terms are designed to ensure transparency, protect the integrity of our craftsmanship, and maintain the highest standards of service.

1. Order Confirmation & Deposits

A minimum non-refundable deposit of 50% is required to confirm all bespoke, made-to-order, or customised items.

Deposits are strictly non-refundable once design work, CAD modelling, gemstone sourcing, or any preparatory work has commenced, even if production has not yet started.

The remaining balance must be paid in full prior to collection or dispatch. No item will be released until payment has cleared.

For remote or online orders, full payment may be required prior to dispatch.

2. Design Process & Client Approval

CAD designs, sketches, or 3D models may be provided for approval where agreed at the time of order.

Once design approval has been given, the design will be considered final.

Any design changes requested after approval may:

  • incur additional costs

  • extend production timelines

Diamond Palace reserves the right to decline requested changes where they may compromise structural integrity, safety, or craftsmanship standards.

All design concepts, CAD files, sketches, and renderings remain the intellectual property of Diamond Palace Jewellers, even if the order is cancelled.

3. Production Timeframes & Delivery

Standard production time is approximately 4–8 weeks, depending on design complexity, stone sourcing, and workshop capacity.

Shorter lead times may be possible upon request and may be subject to an express service fee.

All timelines provided are estimates only and not guaranteed.

Diamond Palace will not be held liable for delays caused by circumstances beyond our control, including but not limited to:

  • supplier delays

  • gemstone sourcing

  • illness

  • customs delays

  • transport disruption

  • force majeure events

Clients will be notified as soon as reasonably possible of any significant delays.

4. Gemstones, Diamonds & Precious Metals

Natural gemstones and diamonds may contain natural inclusions, colour variations, or minor asymmetry. These characteristics are natural features and not considered defects.

Lab-grown diamonds are graded by recognised gemmological laboratories (such as GIA, IGI, GCAL or equivalent) and may display minor variations within accepted grading tolerances.

All gemstone weights, measurements, and dimensions are approximate and may vary slightly once set.

Metal finishes including polished, brushed, matte or satin may naturally wear over time and are not covered under warranty.

5. Ring Sizing, Alterations & Adjustments

One complimentary resize (within two sizes up or down) is included within 60 days of collection, unless otherwise stated.

Resizing beyond this range or after this period may incur additional charges.

Certain designs including full eternity bands, tension settings, or intricate designs may not be resizable. This will be communicated at the time of order.

Any resizing, repair, or alteration carried out by a third-party jeweller will void all warranties and service benefits provided by Diamond Palace.

6. Certification, Valuation & Documentation

Diamonds or gemstones above 0.30ct are typically supplied with an independent grading certificate (such as GIA, IGI or equivalent).

Certificates may be provided in physical or digital format.

Replacement of lost certificates may incur an administrative fee.

Insurance valuations may be provided upon request and reflect the replacement value at the time of issue, not resale value.

Valuations are subject to market fluctuations and may change over time.

7. Warranty, Aftercare & Service Pack

All bespoke and made-to-order jewellery includes a Lifetime Manufacturing Warranty, covering genuine manufacturing defects under normal conditions of wear.

Complimentary annual cleaning and inspection services are available to maintain the jewellery in optimal condition.

To maintain warranty coverage, items must be booked in for inspection at least once every 12 months. Failure to attend an annual inspection may void the warranty.

The warranty does not cover:

  • accidental damage

  • misuse

  • excessive wear

  • impact damage

  • loss of stones due to impact

  • unauthorised repair

  • normal wear and tear

Diamond Palace reserves the right to determine whether a fault is a manufacturing defect or wear-related issue.

Repairs arising from accidental damage or wear will be chargeable at standard workshop rates.

Service Pack Members

Where a Diamond Palace Service Pack has been purchased, the following benefits apply:

  • lifetime complimentary resizing (subject to design limitations)

  • professional polishing once per year

  • complimentary cleaning and inspection

All services must be booked in advance.

Service Pack benefits are non-transferable and apply only to the original purchaser.

Misuse, excessive wear, or unauthorised work by third-party jewellers will void both the Service Pack benefits and warranty.

8. Cancellations, Returns & Refunds

Bespoke, customised, or made-to-order items cannot be cancelled, returned, or refunded once design approval or production has begun.

Ready-made or stock items may be returned or exchanged for store credit within 14 days, provided the item is:

  • unworn

  • in original condition

  • accompanied by proof of purchase

Refunds are not provided unless required by law under the Consumer Rights Act 2015.

Deposits are non-refundable once gemstone sourcing or design work has commenced.

9. Collection, Delivery & Ownership

Ownership of all items remains with Diamond Palace Jewellers until paid for in full.

Clients will be notified once their order is ready for collection.

Orders should be collected within 6 months of completion notice. After this period storage fees may apply and items may be resold to recover outstanding balances where applicable.

Upon collection or delivery, responsibility for loss, theft, or damage transfers to the client.

10. Liability, Insurance & Care

Diamond Palace Jewellers accepts no liability for loss, theft, or damage once the item has been collected or delivered.

Clients are strongly advised to arrange independent jewellery insurance immediately upon receipt.

Diamond Palace will not be responsible for:

  • allergic reactions

  • chemical damage from cosmetics, perfumes, or cleaning agents

  • damage caused by improper wear or misuse

Repairs or alterations performed by third parties will void all warranties and liability.

11. Photography & Marketing

Diamond Palace may photograph or record bespoke jewellery pieces for portfolio, marketing, or promotional purposes.

Client identities and personal details will never be disclosed without consent.

Clients may request that their item not be photographed for marketing purposes at the time of order.

12. Governing Law

These Terms & Conditions and all transactions with Diamond Palace Jewellers are governed by the laws of England and Wales.

Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Amendments to Terms & Conditions

Diamond Palace Jewellers reserves the right to update, amend, or modify these Terms & Conditions at any time without prior notice.

The most current version of the Terms & Conditions will be available on our website and/or provided upon request.

By continuing to engage with our services or placing an order, clients agree to be bound by the latest version of these Terms & Conditions in effect at the time of transaction.