Returns and Complaints
Before returning your jewellery please note the following:
21DIAMONDS will cover all charges of your return shipment. The pre-paid return shipping label is to be attached outside your return package before posting it back to us. The return form goes inside the return package and it should be completely filled out. If you have not received a pre-paid return label please contact us at customerservice@21DIAMONDS.co.uk
Post the package to:
Am Einlaß 1a
Please note: We cannot accept your return shipment should the package be unstamped or insufficiently stamped.
When posting the return, you will receive a tracking number. You can use this tracking number to track your shipment by accessing www.dhl.co.uk.
We will process your return within 3-4 working days after receiving the package; our return department will handle your return and inform you about the exact procedure.
Terms and conditions for returns:
All returns must meet these criteria:
- You have returned the jewellery within the 30-day return period (The 30-day return period begins after receipt of the good)
- The jewellery is unworn;
- The jewellery is not engraved;
- The seal on the jewellery is undamaged;
- The jewellery size has not been altered, e.g. by a local jeweler
If your ring has the wrong size (Please note that ring size changes also must meet the above mentioned criteria):
Option 1: We will resize your ring for you. We offer one ring size change free of charge within the 30 day return period. For engraved rings we charge a fee of £ 50. Please note that rings with complex configuration might take up to 20 business days to be handled as the ring will have to be completely reproduced from scratch. The same applies for ring size changes requiring a large (more than 5 sizes) adjustment.
Option 2: Ring size change at a local jewellery store. If you decide to resize your ring at a local jewellery shop 21DIAMONDS will cover the resizing costs up to £ 35. Send us the receipt via email (customerservice@21DIAMONDS.co.uk) and we will refund you immediately. The amount will be refunded using the same payment method you chose during the ordering process.
Upon ordering a ring we offer free engraving of up to 15 characters. Should you want to have the ring engraved after it is produced we charge a fee of £ 3 per character. Please note that we offer engraving only for selected ring models.
A warranty claim applies within our 2 year guarantee period, provided the jewellery has been handled according to our jewellery care instructions (http://www.21diamonds.co.uk/Jewellery-Care). Polishing and cleaning the jewellery does not constitute as a warranty claim, and these services are not offered by 21DIAMONDS. We reserve the right to charge you a £ 10 fee for the shipment, should your return prove not to meet our warranty claim conditions.
Loss of value of the goods:
21DIAMONDS has the right to charge the consumer for a loss of value of the goods as a result of handling the goods beyond. The consumer may inspect the goods in a way that it would be possible in a store. There, consumers will be allowed to try the jewellery but they cannot wear them outside nor may they remove the tags. Likewise, consumers buying goods in our online shop may not use the goods in a way other than permitted in a store.