Returns, refunds and warranty

10-DAY RETURNS

At Eternity Diamonds we want you to be completely satisfied with your jewellery. If for any reason you're not happy with your purchase, and feel it necessary to send the item back, we offer a 10-day returns policy, starting from the date of dispatch, you can request a full refund or an exchange.

Please be aware that we cannot offer an exchange or refund on bespoke, engraved or any jewellery that has been resized. Any items returned must be in pristine, unworn condition. All jewellery that is returned is subject to a thorough assessment before any refunds can be processed.
     
Once your jewellery has passed our quality checks, we'll contact you via phone or email and process your refund within 10 working days. Please note that a refund against a finance application may take longer than 10 working days.
      
In order to begin the returns process please email support@eternitydiamonds.co.uk and attach a photo of the item showing its current condition. This is crucial because, in some instances, it may not be necessary for you to return the item to use your guarantee. This will save you the cost and hassle of shipping. If you have any questions please email support@eternitydiamonds.co.uk or call 0208 952 6346 and a member of our Customer Service Team will be happy to assist you. Unfortunately, we do not cover the costs of shipping when you return an item.

If you are returning an item for an exchange due to incorrect size, colour, etc. Before returning the item, please email or call us on 0208 952 6346 to begin the exchange. Please be sure to let us know what you will be returning and what you would like to do, for example the new size, colour etc.

How to Return Your Jewellery

We advise wherever possible to use the original packaging to return your jewellery. If this isn’t available please use a similar sized package and ensure that it is packaged securely. Include your sales invoice and include the reason for return and what you would like to do - refund or exchange. Please include your email address and phone number so that we can contact you if necessary, regarding your return.

Every item must be returned using Royal Mail Special Delivery fully insured to our address:

The Old Bank
Tellers Room
153 The Parade High Street,
Watford, Hertfordshire
WD17 1NA

For security reasons do not under any circumstances write “jewellery” or “diamonds” anywhere on the package.

Important Notes To Customers Outside The UK:

Before sending any item back to us, for any reason, please read our full terms and conditions and guarantee. In some instances, you may not be required to return your item, preventing the cost of shipping.

You are required to pay the shipping cost on your return but, if the item was defective in manufacture, we will credit you with your original shipping charge.

It is recommended that you insure your return for the full value of the item(s) enclosed plus shipping charges. Do not write “jewellery” or “diamonds” anywhere on the outside of the package in order to reduce the likelihood of theft.

IMPORTANT: Be sure to mark your return as “British Returned Goods” this will enable us to request exemption from return import duties and taxes. Shipping costs, import duties and/or taxes we incur on return shipments are going to be deducted from any amounts due for refund to you. We are not liable for goods held by customs or lost in transit.

All goods will be inspected upon receipt and dealt with in terms of our Guarantee and your stated reason for return. Refunds, less any amounts deducted such as shipping will be credited back to your original payment method. It will take 7-10 working days from our receipt of the returned product for your refund to be processed and appear in your account.

LIFETIME WARRANTY

All of our jewellery is created using the highest quality materials. Each piece is subject to intricate checks once completed to ensure the item is of the best possible quality.

In the event that there is a problem with your jewellery, please follow the returns process to send it back to us. If the flaw is a structural or manufacturing problem we'll repair or replace the item at no cost to you. The Eternity Diamonds Lifetime Warranty will be invalidated if your jewellery has been resized, repaired, refurbished, polished, replated or remodelled by a jeweller other than Eternity Diamonds.

If you still have questions, please contact us at support@eternitydiamonds.co.uk.