Return policy

1. Do you accept returns, exchanges, and cancellations?

Yes, we have policies in place for returns, exchanges, and cancellations:

Returns: We offer a 7 Days return policy. Customers need to request a return within 7 Days after delivery and must send the item back within 7 Days from the date of delivery.
Exchanges: Exchanges are allowed within 7 Days of delivery but are only applicable to pre-made jewelry or listed items. Custom orders are not eligible for returns or exchanges.
Cancellations: If you change your mind about an order, please message us within 48 hours of placing the order. For cancellations requested after 48 hours, a cancellation fee of 15% of the total order amount will be charged.

2. Can I return a custom or personalized order?

No, custom and personalized orders are not eligible for return or exchange. These items are specially made to your specifications and are unique to your request, which makes them non-returnable and non-exchangeable. We encourage you to review your order carefully before finalizing it to ensure it meets your exact needs.

 

3. Do I need to pay for shipping back?

Yes, customers are responsible for covering the return shipping costs. When returning an item, please ensure that it is shipped with all the original documents and packaging as received. This helps in maintaining the integrity of the product during transit and is essential for processing your return.

 

4. At Diamond Eternity, we strive to ensure your satisfaction with every purchase. If you need to return an item, please follow our simple process:

  1. Email Us: To initiate a return, please contact our customer support team at [your email address]. Be sure to include your order number and reason for return in your email.

  2. Unboxing Video: We kindly request that you record and send us a video of the product unboxing. This helps us verify the condition of the item and speeds up the return process.

  3. Quality Check: After receiving your return request and unboxing video, our Quality Control (QC) team will carefully inspect the item. This ensures that the product meets our return criteria.

  4. Processing Time: Please note that it may take 15-20 business days for us to process your return after the QC check is complete.

For any questions, feel free to reach out to us. We appreciate your understanding and patience as we work to provide you with the best service possible!