Return and Exchange

Frequently asked questions about returning your jewellery

What is the status of my ring that needs to be customised?

If your ring is with us for customisation, it usually takes 8 to 14 working days after payment has been received. Of course, we are happy to check the status for you, so if you have any questions about it, please call call +31 10-7470000 or email [email protected]

How long will it take for my returned jewellery to be processed?

Our customer service has 14 days from receipt of the jewellery to process the return. Within this time frame, one of our consultants will contact you to discuss the next steps. Once your returned jewellery has been received by us, you will receive a confirmation by email. If you have not received this, you can assume that we have not (yet) received the return shipment, or the confirmation is in your spambox.

What do I need to know if I wish to return my order?

For orders placed through our website we offer a 30 days trial period after the jewellery is delivered. Within this timeframe you can check and fit the jewelry, unless stated otherwise. Custom designs and jewellery ordered with a daily price are not eligible for return. Neither is jewellery where the customer chose a laser engraving. Read more about our terms by scrolling down.

Can I also order a loose Lab grown diamond or natural diamond?

Yes, through our diamond page it is possible to order a loose natural or lab-grown diamond. However, there are conditions attached to this.

Which ones you can read further down on this page.

Receiving and returning at DiamondsByMe

You have received your jewellery package from DiamondsByMe! Sometimes a piece of jewellery doesn't fit properly or doesn't meet your expectations. On this page, you'll find information about your options during the 30-day trial period.

30 Days reflection period

At DiamondsByMe, every piece of jewellery is handmade especially for you. When you place an order, our craftsmen carefully choose the materials and work meticulously to create your unique piece of jewellery, tailored to your specific requirements in terms of size, choice of metal and gemstones. As a result, your custom-made jewellery does not fall under the standard distance selling legislation, which usually offers a 14-day return period.

However, we understand that sometimes a purchase is not entirely to your liking. Therefore, against the norm, we offer a 30-day cooling-off period, subject to our return policy. We do ask you to carefully consider whether a return is really necessary, as every piece of jewellery returned is not only a big expense for us, but also has an impact on the environment. By working together, we can reduce waste and promote sustainability.

Check on Receipt

Check the jewellery immediately upon receipt. If it is damaged or incomplete, contact us within 48 hours. If the package is damaged on arrival, do not accept it and call us immediately: +31 10 747 0000.

During the reflection period

You may judge and try on the jewellery during this period as you would in a shop. Be careful: our handmade jewellery is made of precious metals that can scratch. We do not accept damaged or scratched jewellery back.

Exceptions to Returns and Exchanges

Not all items can be returned or exchanged. Please note the following exceptions:

Items excluded from return

Returns after 30 days: These will not be accepted.
Engraved jewellery: Only jewellery with an engraving on the inside of the ring is returnable, with a €30 depreciation to remove the engraving.
Engraved jewellery with an engraving on the outside of the jewellery such as a signet ring engraving or fingerprint engraving cannot be returned.
Special jewellery that cannot be ordered through the site and rush orders: These are final sales and non-returnable.
Customised jewellery by third parties: Not returnable.
Damaged jewellery: Jewellery with signs of use, scratches, or other damage is not returnable.
Incomplete shipments: Without all parts or documentation, these can be put on hold until everything is complete.
Use of credit: Return in credit form, no cash refund.
Each customer may return one item according to our terms and conditions. The following orders are final sales and therefore cannot be returned

Returnable items with reduced value

For items above €10,000, we apply a 10-15% depreciation on return. This depreciation is necessary to cover the high cost of the specific gemstones and labour we have invested in your jewellery. The exact depreciation depends on the complexity of the design and the materials chosen. For more information on how this cost is calculated, please contact our customer service team.
Non-adjustable ring sizes: Some models cannot be adjusted and have specific conditions for returns. (See : Ring size adjustment).
Special product compositions where the jewellery does not have colourless gemstones as side stones will be returned for the purchase amount where depreciation may apply between 10% and 15% with a minimum amount of 50 euros.
Jewellery with Diamonds from Diamond page
When you select a (lab-grown) diamond through our special diamond page for your jewellery, you will enjoy our competitively priced diamond options. We purchase this diamond especially for you. For this reason, we apply a depreciation of 10% to 15%, with a minimum of €150. These charges cover customs and insured shipping costs and compensate for the limited resale potential of this jewellery made especially for you.
Natural or Lab-Grown Diamonds ordered separately
Natural or lab-grown diamonds ordered separately via our diamond page are also subject to a 10% to 15% depreciation on return, with a minimum of €150. This measure serves to compensate for customs and insured shipping costs and restrictions in resale of this jewellery made especially for you.

Return and exchange procedure

Please inform us of your return shipment. Call us on +31 10 747 0000 or email [email protected].
Prepare the return shipment. Add the return card to the order. Fill it in as completely as possible and indicate whether you wish to exchange, repair or receive a refund. However, a return is always assessed by our returns department to see if the product meets our return conditions.
Please send the return as advised in the original packaging or other sturdy packaging to DBM BV. for the attention of the exchange and returns department. The address:
DBM B.V.
Dienstenstraat 25
3161 GN Rhoon
Netherlands
You can also use the European Model Form for Revocation to inform us that you wish to cancel the purchase. However, use of this form is not obligatory.
For customers living outside the EU, we recommend contacting us for instructions on how to return their shipment, this is very important to avoid problems.

After return

Upon receipt, we will send a confirmation and check the jewellery in our workshop. If the jewellery meets our conditions, your purchase amount will be refunded. Processing may take longer after the holidays.

Klarna Payments

If you have paid via Klarna, please make the payment on time, even if you are returning an item. This prevents extra costs. When your return is processed, we will inform Klarna for the refund. Please note, after payment, we no longer have any influence on the payment process.

Adjust ring size

Changes in ring size are possible. For resizing to make a ring smaller, we charge from €20 within the viewing period for gold rings. For enlarging by up to one size, we charge from €25. Other adjustments, prices for platinum, or rings with complex designs are on request.

Rings that are fully set with gemstones, such as eternity rings, unfortunately cannot be adjusted in ring size without recreating the entire piece of jewellery. As these jewels are difficult to resell, this often results in a loss for us. Therefore, we charge a small fee for these adjustments. We recommend buying a replica of the jewellery first to be sure of the correct size.

For help in determining the correct ring size, please contact customer service or use our online ring size help.

Changing or cancelling an order

For changes or cancellations, contact our customer service team as soon as possible to avoid unnecessary costs and delays. Changes are not possible once an order has been shipped.