Friendly Reminder
We value every customer worldwide and are committed to resolving any concerns with 100% dedication to your satisfaction. To maintain a positive and safe environment, we do not tolerate racist remarks, libelous comments, false reviews, harassment, or threats directed towards our staff or our brand. All issues, including order concerns or unforeseen delays, can be effectively resolved through respectful communication with our team. We are here to help and kindly request that all interactions are conducted with courtesy. Let's all be kind.

Chargeback and Friendly Fraud
If you have any questions or concerns about your order, please contact our team as soon as possible. We're 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.

Military & Affordability Wedding Ring Program

We are proud to offer a program providing complimentary wedding rings to qualifying U.S. military service members and individuals who may not otherwise be able to afford one. If you believe you qualify for this initiative, please contact our team for more information and assistance with your request.

Craftmanship
The majority of our jewelry is meticulously made-to-order by our professional jewelers. Each piece is handcrafted with passion and designed to be cherished for a lifetime. Our personalization service includes intricate details such as CAD drawings, unique wax models, custom molds, and precisely cut gemstones. Due to this detailed, custom crafting process, production time typically ranges from 3 to 20 business days.

30-Day Money-Back Guarantee 
We want you to feel comfortable and confident shopping with us. For most regular orders, you may return or exchange an unused item in its original condition within 30 days from the original delivery date. Please note that re-shipping an item does not extend this 30-day return period. You can initiate a self-serve return or exchange by logging into your account or by contacting our team.

This guarantee does NOT cover the following items, for which all sales are final:

• Custom-made-to-order jewelry
• VIP orders
• Pieces under "Till Death Do Us Part" and "Video Games Inspired" collections
• Customized jewelry and personalized items
• Masks, eye masks, and candle gift sets

All approved returns and exchanges must be shipped within 7 days once the RMA# is generated and received by us within the 30-day return window. If an error was made by us, we will either reship a new item or issue a refund, and you may keep the original item unless an inspection is required.

Returns & Exchanges Conditions

Returns:

1. Returns are accepted within 30 days from the original order's delivery date. Requests beyond this period will be declined.
2. An RMA# is valid for 7 days; returns must be shipped within this timeframe.
3. Ensure the RMA# and original purchaser's name are clearly marked on your return label.
4. If using your own shipping label, do not include "Signature Confirmation" as we are unable to retrieve packages from carrier pickup locations for security reasons. Packages returned due to "Signature Confirmation" cannot be processed.
5. Returned items must have the tag intact and be unused.
6. Items returned without prior authorization (RMA#) will not be accepted.
7. All items must be returned in their original condition, free of scratches or signs of wear, and must not have been resized or altered.
8. Any promotional gifts received with the original purchase must be returned. Otherwise, their retail price will be deducted from your refund.
9. The original jewelry box must be included with returned items.
10. Refunds can be processed fully via store credit. For refunds to the original payment method, a 25% restocking fee will be assessed for all approved returns without quality issues or simply due to a change of mind. This fee helps cover production and initial shipping costs (if standard shipping were free).
11. Paid Priority Shipping fees are non-refundable.
12. Free returns are provided only for items with quality issues or if the error was made by us.
13. When returning or exchanging items, customers must use a shipping method with tracking. Returns or exchanges without a tracking number and approved RMA# will not be processed.
14. Please note that merchandise images on our website are enlarged to show detail; actual item sizes may vary slightly from appearance, but are accurately described in the product description. Returns based solely on perceived size discrepancies are not accepted unless our design description was erroneous.
15. For policies regarding returns of solid gold, platinum, and Designer Collection items, please refer to the specific policy below.
16. Any item(s) returned that are not listed under your RMA number will be disposed of for safety reasons.

Exchanges:

1. Exchanges are accepted within 30 days of when the original order was received. An RMA# is valid for 7 days, and exchanges must be shipped within this period. You can initiate an exchange via self-serve or by contacting our team.
2. The original item must be returned first, with the tag intact and unused.
3. Faded plating, bent metal, or missing stones resulting from daily activities, heavy impacts, alterations, heavy lifting, or customer-caused damage are not considered quality issues and are not eligible for exchanges.
4. To exchange for a new size or a different design, a 25% resizing/exchange fee will be assessed. This fee covers shipping and partial material costs, such as new molds, new wax casts, etc., required to match your new custom request, ring size, or design.
5. Free exchanges are provided only for items with quality issues or if the error was made by us.
6. When exchanging items, customers must use their own shipping label with tracking. Exchanges without a tracking number will not be processed.
7. For policies regarding exchanges of solid gold items or items under Designer Collection, please refer to the specific policy below.
8. For approved exchanges with a price difference, any refund will be issued via store credit only.

How do I return an item?
All return requests require approval from our team to ensure faster refunds or exchanges. Please email support@blackdiamondsnewyork.com with photos or a short video of the item(s) you wish to return for initial assessment. An RMA# will be generated once your request meets our return policy criteria.

Important Note: Do not return your order to the address on your package. This is a fulfillment address and will delay or prevent the processing of your return. Always wait for our specific return instructions.

Can I return my custom-made/made-to-order jewelry?
No. All sales are final for custom-made, made-to-order jewelry, and other personalized items. This includes jewelry with unique customizations such as inscriptions, personalized names, photos, custom ring sizes, gem colors, stone sizes, and metal finishes, as well as VIP/customized orders. These items are specially handcrafted for you, involving upfront costs for special diamonds, materials, and custom-cut stones based on your exact instructions. If the error was made by us, we will send you the correct order or issue a refund, and you may keep the item unless an inspection is needed.

Do you provide return labels?
Yes. We provide free return labels for items that were damaged in transit or for incorrect shipments. If you made an error in your purchase (e.g., incorrect item, color, size) or simply changed your mind, you are welcome to return the item within 30 days with the tag intact and all original accessories (including free jewelry). However, the return shipping label will be at your own expense.

Can I exchange my item for a different size/design?

Yes, you can. However, you will be responsible for the return shipping and will be subject to a resizing or exchange fee of 25%, as they are made individually for each customer and to the exact specifications that you provide to us. We cannot simply turn around and resell them if the ring doesn't fit or you do not like it. Most rings also have inlays or sleeves and cannot be resized without remaking the ring entirely. This fee will cover part of the cost of a brand-new ring in a new size. Note that all sales are final, and you cannot exchange or return the following:

• Custom made-to-order pieces
• Solid gold and platinum with precious stones
• Gift set
• Flash Sale or clearance items
• Candles
• Masks
• Mask accessories
• Personalized items

I have an issue with my product; what should I do?
If you encounter an issue with your product, we are 100% committed to helping you. Please email support@blackdiamondsnewyork.com with a photo or short video of the product. Once the issue is confirmed, we will promptly reship a new item or issue a full refund. You may keep the item unless an inspection is required.

Can I return my jewelry for a refund if the plating has faded?
No, faded plating does not qualify for a refund. Plating (including rose gold, yellow gold, rhodium, or black plating over silver or other metals, excluding solid gold) 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 not eligible for a refund, we will do our best to resolve the issue, potentially offering a re-shipment or complimentary professional service, depending on the item's condition.

Can I return my jewelry if it's bent, damaged, or if one of the stones falls off?
Absolutely. You can return your jewelry for a free repair within 30 days from the day you receive it if it's bent, damaged, or if a stone falls off. However, items showing signs of modification, abuse, or damage beyond normal wear, as determined by our jewelry professionals, will not be accepted for free repair and may be subject to a quotation. For missing stones reported after 30 days, repairs will also be subject to a quotation depending on the total carat. Issues falling under normal wear and tear are covered by our warranty.

Can I return eye masks and masks?
Unfortunately, due to the nature of these products, we do not accept returns or exchanges for eye masks and masks for sanitary and safety reasons.

ADDITIONAL RETURN POLICY

Designer Jewelry, Gothic Rings, and Solid Gold
All pieces from our Designer Collection, "Till Death Do Us Part" rings, "Video Game Inspired" rings, and solid gold collections, as well as customized jewelry (e.g., with engraving, special sizes, plating changes, stone color changes) are made to order with precious metals and gemstones. Therefore, these items cannot be exchanged or returned for a change of mind; all sales are final. If the error was made by us, we will send you the correct order or issue a refund, and you may keep the item unless an inspection is needed.

If the wrong size is ordered for these specific items, you may send the jewelry back for resizing. You will be responsible for the return shipping and a 35% resizing fee, which covers shipping and part of the production costs, and labor. These items cannot be restocked due to their customization or rarity. Contact our team at support@blackdiamondsnewyork.com before proceeding to confirm if your item qualifies for a return or resizing.

Final Instructions for Photos/Videos

For faster processing of any inquiries, please email all photos or videos along with your Order# or the original purchaser's name to support@blackdiamondsnewyork.com.