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A special piece of jewellery may be worn for many years. Its size, lustre, finish or settings may therefore need attention over time. Our goldsmiths provide resizing, care and repair services and always assess what is technically appropriate.
If your ring does not fit, returning it is often unnecessary. The Perfect Fit Ringsizing service offers one resizing for an eligible ring within 90 days.
Register the jewellery and describe what you need. Our goldsmiths will assess the available options.
Photographs help with an initial view, but the final assessment is made after physical inspection.
Depending on the item, we may professionally clean, polish or restore a matt finish and, where appropriate, re-rhodium-plate white gold. We may also inspect the visible condition of gemstones and settings.
Regular inspection may identify wear or a loose setting before further damage occurs. We recommend a professional check at least once a year for regularly worn jewellery and after a hard impact.
Failure to arrange a check affects the additional warranty only for damage which timely inspection would probably have identified or prevented. Fair wear and tear, insufficient care and damage caused by continuing to wear an already damaged item are not covered by the additional warranty. Statutory rights remain.
We can assess damage or deformation, repair or replace claws, secure loose stones, replace missing or damaged stones, and repair chains, bracelets or clasps. Depending on the design, we may also restore, remove or replace an engraving.
Some rings can be made larger or smaller. If resizing is not technically appropriate, remaking may be safer. Not every repair or alteration is possible for every design.
After inspection, we explain the work required. If assessment, shipping or work is chargeable, we tell you beforehand. Paid work starts only after you accept a quotation.
Where a product fails to meet your statutory rights, or a defect is covered by our additional warranty, we provide the required solution free of charge. The Perfect Fit Ringsizing service has separate terms and may be free for eligible rings.
Timing depends on the work, design, materials and any replacement stones. We provide an estimate after the technical assessment.
Send only the registered item and follow our insured shipping instructions. Include packaging, certificates or other valuable documents only when specifically requested.
You do not need to decide this yourself. Register the jewellery and our goldsmiths assess the cause.
Our additional lifetime warranty covers demonstrable material and manufacturing defects in jewellery made by DiamondsByMe. Fair wear and tear, maintenance, loss and damage through use are excluded. More than one year after delivery, loosening, loss, breakage or damage of a diamond or gemstone is also excluded from the additional warranty. Statutory rights for an original fault remain.
Our regular jewellery service is intended for items made by DiamondsByMe. We do not have sufficient knowledge of another maker’s materials, construction or earlier work to provide the same service or assurances.
Third-party engraving, repair, resizing, polishing, setting or alteration may affect our voluntary service and additional warranty. Statutory rights remain so far as the reported issue was not caused by that work and can still be reliably assessed.
Check the order promptly. If the parcel is visibly damaged, opened, resealed, torn, empty or unsecured, preferably refuse it, ask the carrier to return it and contact us. Take photographs where possible.
Send clear photographs of the jewellery, inner and outer packaging, damage, shipping label and anything missing or incorrect.
Accepting a visibly damaged parcel may affect our ability to claim against the carrier or insurer, but does not remove mandatory statutory rights. We will provide the appropriate legal remedy for a justified claim.
If you are unhappy with your order, jewellery or our service, please contact us or follow our complaints procedure.
For cancellation, returns or exchanges, visit our returns page. If you are unsure which route applies, our customer service team can help.