Diamond Lab Return and Exchange Policy
At Diamond Lab, we take pride in our high-quality jewelry and our commitment to social and environmental responsibility. To remain as sustainable as possible, we create jewelry to order and do not maintain a warehouse facility. Consequently, returns and exchanges are more challenging to accommodate.
Returns
We want you to be completely satisfied with your Diamond Lab purchase. If you are not, we gladly accept returns of unworn, unmarked, and undamaged jewelry within 30 days of receiving your order. To be eligible for a return, items must be in their original condition and packaging, with all accompanying materials.
Please note: As rings are custom-made to your unique sizing, we are unable to accept returns on any rings. Earrings are also not eligible for returns due to hygiene reasons.
We accept returns for unworn, unmarked jewelry items, without scratches, and in their original packaging. Please note that the jewelry must not have been adjusted by any other jeweler or anyone else. Rings, being made to your unique sizing, cannot be returned.
To request a return, please contact us at [email protected] within 5 days of receiving your order, and we will provide further instructions.
Preparing Your Return
Returns can be made in person or via delivery. To return an item in person, please book an appointment. For returns via delivery, follow these important steps:
Email us at [email protected] or call +30 211 1839062 to discuss your return. You must do this before returning your item.
Package your item with the original packaging, including the GIA or IGI diamond or gemstone certificate and receipt.
Address the package as follows: ‘FAO [name of your consultant]’, Greece, 11 Perikleous Street, Athens, 10563.
For returns within Greece, use ACS courier, ensuring the package is tracked, insured, and marked as fragile. For orders returned from outside Greece, choose a reputable courier, making sure the package is tracked and insured.
Please note that Diamond Lab reserves the right to reject a return if the above steps are not carefully followed. We will not be liable to repair, replace, or refund the item in such cases.
Cancellation and Shipping Fees
If you need to change or cancel your order, please contact us as soon as possible at [email protected] . We can only accommodate changes or cancellations within 48 hours of your order confirmation, as your order will go into production after that time. A 15% cancellation fee will be assessed if you cancel your order after 48 hours. Since shipping is complimentary for both domestic and international purchases, you will be refunded the purchase amount minus 30 euros original shipping, handling, and packaging costs.
Shipping Costs for Returns and Exchanges
While we offer free shipping on all orders, customers are responsible for covering the shipping costs associated with returns or exchanges.
Exchanges
If you wish to exchange an item, please follow the same return process mentioned above, and let us know which item you’d like to exchange it for. We will do our best to accommodate your request, subject to availability.
Gift Cards
All gift cards are final sales – non-refundable and not redeemable for cash.
Should you have any questions or concerns about our return and exchange policy, please do not hesitate to contact us at [email protected].