Refund policy

Last updated: October 21, 2026

We want you to love your piece. If it isn't right, you may return it within 30 days of delivery for a refund or exchange, with complimentary insured return shipping within the United States. Rings are final sale, because every ring is made or sized to your ring size; so are a few personalized and special-order items. They are listed below and marked on their product pages.

Return window

Returns and exchanges are accepted within 30 days of the delivery date shown on your tracking. To start a return, contact us within that window.

Condition

Returned pieces must be unworn, unaltered and in their original condition, with all original packaging and anything that came with them: boxes, pouches, grading reports or certificates, appraisals, and any complimentary gift included with the order (see Gift with purchase below). We cannot accept pieces that have been worn, resized, altered, engraved after purchase, repaired by another jeweler, or damaged, or that arrive without their diamond grading report.

Final sale: not returnable or exchangeable

• Rings, including engagement rings, wedding and eternity bands, and Design Your Ring creations. Every ring is made or sized to the ring size you choose, and engagement rings are set with the centre stone you choose, so each ring is made for you and can't be returned or exchanged for a refund, another size or another piece. Please confirm your ring size before you order; our concierge is glad to help.
• Engraved or personalized pieces. Engraving is permanent — an engraved piece is final sale and can't be returned or exchanged. The same piece ordered without engraving is returnable under this policy.
• Special-order and custom pieces: items marked "Available by special order", and anything made to non-standard specifications at your request (for example custom casting or custom metal work).
• Gift cards.

Made-to-order pieces other than rings that are not engraved or customized are returnable within 30 days like any other piece.

Rings ordered before October 21, 2026 keep the 30-day return terms that applied when they were ordered.

How to start a return

1. Email concierge@diamondandsapphire.com with your order number and the piece you're returning.
2. We'll email you a prepaid, fully insured return label and packing instructions, usually within one business day.
3. Pack the piece securely in its original packaging and ship it within 7 days of receiving the label. Keep your tracking number.

Please don't send items back without a return label from us; we can't accept unauthorized returns.

Return shipping costs

Return shipping is complimentary and fully insured for orders delivered within the United States. We don't charge restocking fees.

Refunds

Once your return arrives and passes inspection, we'll email you and issue your refund to the original payment method within 5–7 business days. Your bank or card issuer may take a few more days to post it. If you paid for an optional shipping upgrade (UPS Express on an order under $500), that charge is refunded only if the piece was defective or we sent the wrong item.

Exchanges

Want a different metal or piece (rings excepted, as they are final sale)? Contact us within the 30-day window. We'll arrange the return of your original piece and place the new order for you, refunding or charging any price difference. A replacement piece ships on its own timing, shown on its product page, since most pieces are made to order.

Ring size

Every ring is made or sized to the ring size you choose, so rings can't be returned or exchanged for another size. If a ring ever needs resizing, our concierge can arrange it through our jeweler partner and will quote the cost before any work begins; a few designs, such as eternity bands, can't be resized.

Damaged, defective or incorrect items

Please inspect your order on arrival. If anything, including a ring, is damaged in transit, defective or not what you ordered, contact us within 7 days of delivery with your order number and photos. We'll make it right at no cost to you, with a repair, replacement or full refund including any shipping you paid. Manufacturing defects that appear later are covered by our lifetime warranty against manufacturing defects (see Care & Warranty).

Cancellations

Contact us as soon as possible. In-stock pieces can be cancelled for a full refund until they ship. Made-to-order pieces go into production quickly; if production hasn't started we'll cancel and refund in full, and if it has, the piece can still be returned within 30 days of delivery under this policy (rings, engraved and special-order pieces excepted). Rings, engraved and special-order pieces can't be cancelled once work has begun.

Gift with purchase

If your order included a complimentary gift with a qualifying purchase and a return brings your order below the amount required for that gift, please return the gift unworn with your return. Otherwise, the gift's stated value will be deducted from your refund.

Shipping area

We currently ship to, and accept returns from, addresses in the United States.

Questions

Our concierge is glad to help: concierge@diamondandsapphire.com, Monday–Friday, 9am–6pm PT. We reply within one business day.