FAQ

PLEASE BE KIND

We deeply value our customers and strive to provide excellent service. To ensure a respectful environment for everyone, we maintain a zero-tolerance policy for threats, harassment, rudeness, or discriminatory behavior directed towards our staff. Any individual exhibiting such conduct will be refused service. We are a small team of jewelry designers, military spouses, and jewelers with a goal to assist you and make your shopping experience positive. We kindly request that all interactions are conducted with mutual respect. Thank you for your understanding.

Chargeback and Friendly Fraud
If you have any questions or concerns about your order, please contact our team ASAP. We're always here to help. Please note that many of our items are handcrafted, and production times can vary from 3 to 20 business days, depending on the complexity of the design or any custom requests.

To ensure a smooth process, we kindly ask that you contact us directly if you have any concerns about your order, rather than initiating a chargeback or dispute. We're committed to working with you to resolve any issues and avoid unnecessary complications. We understand that issues can arise. However, it's important to be aware that initiating a false chargeback can have legal consequences. Our legal team monitors all chargebacks including friendly fraud. To learn more, click here. Our goal is always to resolve any concerns directly with you to avoid such situations.

We offer a program to provide a free wedding ring to US military service members and those who cannot afford one. If you believe you qualify, please contact our team for more information. We simply ask that you reach out to us with your request.

Craftmanship
We specialize in crafting high-quality, unique jewelry pieces. Most of our creations are made-to-order, meticulously brought to life with personalized CAD designs, unique molds, custom-cut stones, and more. Simple pieces and ready-to-ship items, however, do not require this custom CAD process.

ORDERS

How to order your custom-made jewelry?
If you see a design you love in our images but it's not directly listed as a buying option, it's easy to customize! Simply add an item equivalent to your desired piece to your cart. Then, in the instruction box found at checkout, clearly detail your custom request (e.g., specific ring size, stone color, metal color, font number, name, engraving, etc.). For more extensive customization needs or to discuss a completely bespoke jewelry piece, please don't hesitate to contact our team for personalized assistance.

Why hasn't my order status been updated?
The majority of our products are meticulously crafted to order. Production times typically range from 3 to 20 business days, depending on your specific request and the design's intricacy. While most of our pieces are currently not experiencing production delays, please be aware that circumstances can change, and delays remain a possibility. Your order status will be updated and fulfilled only when your item is ready to ship. For faster delivery, explore our Flash Sale and Gifts Ready to Ship collection, where items ship within 24 hours.

My tracking# has not been updated. What can be done?
Please note that shipping carriers may experience longer processing times, especially during weekends and holidays. Once your package leaves our facility, it can take anywhere from 48 hours to 5 business days for the carrier's tracking database to update, depending on their operational capacity and your shipping zone's restrictions.

My ring size is not listed. Can you make it?
Yes. Every piece of our jewelry can be customized to your exact size and desired variations!

Custom Ring Sizing: If your specific ring size isn't listed, simply provide your desired size (from 3-15 US, including half and quarter sizes) in the instruction or custom request box on your cart page before checkout.

  • Silver rings: Enjoy complimentary ring size customization.
  • Solid gold and platinum rings: A slight price difference may apply for ring size customization.

Personalized & Custom Orders: Please note that requests for variants not listed on the product page, such as unique stone sizes, gem colors, specific ring sizes, engravings, metal finishes, design modifications, or products with custom size labels, will be considered personalized or customized orders. These special requests may require additional time for design and production. 

Do you offer a 30-day Guarantee on all your products?
We offer a 30-day guarantee on all regular orders, allowing you to return or exchange eligible items within 30 days from the original delivery date. To qualify, the item must be returned to us in brand-new, unused condition. Please note that re-shipping an item does not extend this 30-day return period.

Exclusions: This guarantee does NOT cover the following items:

  • Custom-made-to-order jewelry
  • VIP orders
  • Personalized and customized pieces
  • Fine jewelry made in solid gold and platinum
  • Masks
  • Eye masks
  • Candles
  • Gift sets
  • Flash sale / Clearance items

The guarantee takes effect only upon receipt of your order.

Lifetime Professional Service
When you purchase jewelry from Black Diamonds- New York, you become a valued part of our family. We are proud to offer continuous premium aftercare services:

  • Complimentary Ring Polishing (for both silver and gold)
  • Professional Cleaning
  • Lifetime Diamond Service (for your diamond's integrity)
  • Plating Maintenance (complimentary for the first 3 months)

To arrange service for your item, please contact our team for shipping instructions. Kindly note that shipping fees for this service are the responsibility of the customer (both to and from our facility).

Do you offer a warranty?
For your peace of mind, all our stones– including BDNY Diamonds, Simulated Diamonds, Moissanite, and Lab-grown Diamonds – are covered by our complimentary one-year warranty. Selected Natural Diamonds are also covered. You can check their specific warranty terms here.

Will my finger turn green?
No. Our fine jewelry collections, crafted from solid gold, or top-quality 925 sterling silver dipped 5x in real gold, will not turn your finger green. We also offer pieces made with 70% silver purity and 30% platinum. While sterling silver can naturally react differently with individual skin pH levels, we are confident in the premium quality of the materials we use. We are committed to using only the best. See preventative care here.

Please note: Our fashion accessories, crafted from materials like alloy, zinc alloy, copper, or brass, may react differently with individual skin chemistries. These items are not designed for daily wear and require extra care to maintain their appearance. These pieces will fade and discolor. Should you encounter any issues with your purchase, please do not hesitate to contact us.

Can I cancel an order?
Yes, cancellation policies vary by order type:

  • Regular Orders: These can be canceled within 24 hours of purchase, provided processing has not yet begun. As orders are often processed very quickly, please contact us immediately if you need to cancel.
  • Custom-Made-to-Order & Personalized Items: Once production has started on any custom-made jewelry or personalized gift set, these orders cannot be canceled or modified. Approved cancellation requests for custom-made items, if permitted, are subject to a cancellation fee of up to 50% of the product price to cover partial production costs.

How to send gifts?
Simply add your personalized message in the 'notes' section during checkout. Be sure to include who the gift is 'From,' and enter the recipient's correct shipping address. We'll handle the rest, and will even print your message for them!

This is a surprise gift. Is your packaging discreet?
Yes! All orders are shipped in plain boxes or bubble mailers. The shipping label will only display our fulfillment address or our company name, ensuring that the contents of your parcel remain completely confidential and a surprise until opened.

I want to make it extra special. Do you offer engraving?
Absolutely! We offer complimentary engraving. Personalize your custom-made jewelry with a meaningful inscription, entirely free of charge.

Where are you located?
New York and New Jersey. Our Returns & Inspection operations have now relocated to New Jersey as well. This move was necessary to address the impacts of the COVID-19 pandemic, ensuring we can maintain our service standards while prioritizing the well-being of our team and the security of your items.

DIAMOND CERTIFICATE

All our diamonds and moissanite pieces come with independent certification:

  • Natural Diamonds (0.4 carats and up) include a GIA Certificate.
  • Certified lab-grown diamonds include an IGI Certificate or equivalent.
  • Moissanite (0.50 carats and up) include a GRA Certificate.

For coffin-cut and other special-cut diamonds, a certificate is available upon request and must be arranged before shipping.

Are your stones real diamonds, and will they pass the diamond test?
All our Natural Diamonds, CVD/HPHT Lab-grown Diamonds, BDNY Diamonds, and Moissanite are all designed to pass a standard diamond test, confirming their composition.

Our Simulated Diamonds and Created Diamonds are premium diamond imitators and will not pass the diamond test. While they will not register as diamonds on a tester, they are engineered to be the ultimate, cost-effective alternative. Visually identical to natural diamonds, they offer stunning beauty and shine at a significantly lower price point. Check our Stone Authenticity guide for a comprehensive look at the unique properties of each stone.

Jewelry Upgrade
All our jewelry can be upgraded for a higher value based on your choice of:

  • Metal Type: 10k-18k white, yellow, or rose gold.
  • Metal Plating: Platinum, yellow gold, rhodium, and rose gold.
  • Stone Type: Natural Diamonds, Moissanite, BDNY Diamonds, salt and pepper diamonds, and CVD/HPHT Lab-Grown Diamonds.
  • Stone Carat: Available in 1-5 carats.
  • Stone Color: Custom colors are available for free; please contact us for details.

SOLID GOLD/PLATINUM CERTIFICATE

Certificates are only available upon request before shipping. All our solid gold and platinum jewelry can be appraised by any local jeweler. Please note that appraisal values can vary depending on various factors, including market conditions and appraisal methodology. We cannot guarantee a specific appraised value.

AFTER-SALE

Will you partially fill orders that include an item that is on pre-order or custom-made to order?
Yes, for your convenience and faster delivery, we prioritize shipping ready-to-ship items first. If your order includes a personalized item along with a ready-ship piece, your ready-ship item will be dispatched immediately. If you prefer to receive all items together, we are happy to hold your shipment until your entire order is complete. Just let us know.

What if I purchased the wrong item/size?
No problem! Returnable items can be returned within 30 days if unopened and unused. However, custom-made, made-to-order jewelry, eye masks, and personalized items are not eligible for return or exchange. If an error was ours, we'll provide a return label; otherwise, you're responsible for return shipping costs.

Can I change or add to my order once I’ve placed it?
Yes, we can modify your order as long as it hasn't left our facility. However, all custom-made orders cannot be changed or modified once production has started. Please contact customer support immediately to check the status of your order.

Can I return my custom-made/made-to-order jewelry and other personalized gift sets?
No, all sales are final for these items. If the error was made by us, we will send you the correct order or issue a refund. You keep the item unless an inspection is needed. 

Why are you charging a restocking fee?

While we previously offered free returns and exchanges, we encountered challenges in sustaining this policy due to a notable increase in returns of products that exhibited signs of prior use or were returned after specific event-based wear. This practice significantly impacted our operational sustainability and the considerable time and effort invested by our team in crafting each piece. Our updated policy reflects our commitment to fair practices and maintaining the quality of our products for all customers.

item?
Should you receive a damaged item, please report it to support@blackdiamondsnewyork.com within 30 days of delivery. To qualify for a replacement or refund, a short video or photos of the damaged item(s) must be provided as proof. Damages reported beyond this 30-day window may not be eligible for resolution, and requests without visual proof cannot be approved.

JEWELRY WITH PLATING

How long does the plating on my jewelry last?
The longevity of plating on your jewelry is highly individual and depends on various factors such as your skin's natural oils, environmental exposure (water, soaps, chemicals), and how consistently the piece is cared for. We have observed plating lasting anywhere from a few days to several months or even years

Plating is a temporary finish only, and faded plating is not considered a quality issue.

  • Common Platings: Most of our 925 silver jewelry features standard rhodium or gold plating. Rhodium plating, common across the industry, helps maintain luster and protects the base metal. Our silver jewelry with gold plating is uniquely 5x dipped in solid gold for enhanced durability.
  • Maintenance: To preserve your jewelry's appearance, professional cleaning and re-rhodium plating are recommended every 3-12 months, which can be done by us or any professional jeweler.

For lasting beauty and durability, we recommend our solid gold jewelry collection, where plating issues are not a concern.

Is the black plating on my jewelry permanent?
Black rhodium plating, applied over silver or gold, results in a rich dark gray to black color that varies slightly based on the underlying metal. This is a highly intricate process, and each application can have unique characteristics. While we utilize industry-leading materials and processes, black rhodium is a temporary finish only.

The longevity of black rhodium plating is highly individual, influenced by factors such as the wearer's skin oils, care routine, and environmental exposure (e.g., water, soaps, chemicals). Its lifespan can range from days to months or even years. Complimentary re-plating for black rhodium is available for up to 3 months from the date of delivery. Pieces beyond our warranty period are no longer eligible for re-plating services.

Why is my ring stamped with PT950 and S700?
To ensure transparency, some of our silver jewelry is blended with platinum and marked with PT950 or S700. These pieces are composed of 70% silver and 30% platinum. While not pure platinum, our unique technology provides a feel akin to 100% platinum. All other silver jewelry is stamped S925 or 925, indicating 92.5% pure silver and 7.5% other high-quality metals. Should you experience any skin irritation or allergic reactions, please discontinue wearing the jewelry immediately to prioritize your skin health.

Can I return my jewelry for a refund if the plating has faded?
No, unfortunately, faded plating does not qualify for a refund. Plating, such as rose gold, yellow gold, rhodium, or black plating, is a temporary finish and is expected to fade over time. Proper care can significantly extend its lifespan, and we recommend extra care for all jewelry, fine or fashion. While a refund is not applicable for faded plating, we are committed to helping resolve the issue and may offer solutions like reshipment or a complimentary professional service, depending on the item's condition

JEWELRY CARE INSTRUCTION

While pure silver is naturally softer and more pliable than solid gold, our silver rings are meticulously crafted for durability. We use either a blend of 70% pure silver and 30% platinum, or 92.5% pure silver with 7.5% other high-quality metals. With proper care, these compositions ensure your jewelry will not bend easily. Please note that all silver can react uniquely to household chemicals and even excessive sweating; therefore, appropriate care is essential. Learn more about how to care for your jewelry here.

    RISKS AND CHALLENGES

    Production time is now faster. Processing time is no longer affected by COVID-19. Due to variations in monitor displays and digital renders, the final colors of the jewelry and stones may vary slightly.

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