Refunds & Returns
We want you to feel confident about purchasing with us, which is why our 60 days return policy gives you plenty of time to return your order after Christmas if you're unhappy. Your item(s) must be in an unworn and pristine condition for a full refund or exchange. Unfortunately, we cannot accept returns for bespoke orders.
Returning your order to us
If for any reason you are unhappy with your order and wish to return it for an exchange or refund, simply follow the easy steps below:
1. Contact us via [email protected] stating your name, order number, courier used to return the item, tracking number and the reasons for returning.
2. Use original or similar sized packaging and label the parcel to our returns address (we will email a FedEx label for returning the parcel back to us for customers outside of the UK).
3. Include all the accompanying certification and paperwork that the order was received with, failing to provide this may hold the refund or deduct from total refund amount.
4. Ensure the courier insures the item for the full order value and is a reputable and guaranteed postal service.
Please under no circumstances write “diamonds, Austen & Blake or diamond jewellery” anywhere on the external packaging or address label of the parcel.
Refunds and exchanges
Once we have received your returned item(s) it will be inspected by our Quality Assessment Team. Should the item be found to have been worn, damaged, resized, altered or tampered with in any way at all, it will not be accepted for refund.
If your item is accepted by our Quality Assessment Team, depending on the payment method used, it will take between 8-10 days for the refund to appear in your account.
We strongly advise that you inspect your item as soon as it arrives and notify us immediately for any defects or damage at [email protected].
Questions about your refund or exchange
If you would like to discuss any aspect of our returns policy or have any further questions, please get in touch with our Customer Service Team on 020 7660 1529 020 7660 1529, or enter into a Live Chat with us.