Shipping & Returns

IMPORTANT NOTICE

This Shipping & Returns Policy forms an integral part of the Xclusive Diamonds Terms & Conditions. In the event of any conflict, the Terms & Conditions shall prevail. By placing an order, you confirm acceptance of this Policy in full.

1. COMPANY DETAILS

Xclusive Diamonds is a trading name of Gemex Trading Ltd (“Xclusive Diamonds”, “we”, “us”, “our”).

2. SHIPPING DESTINATIONS

We ship to UK addresses only. International shipping is not offered under any circumstances.

3. SHIPPING METHOD

All orders are shipped exclusively via Royal Mail Special Delivery. No alternative shipping methods or couriers are available.

4. SHIPPING COSTS

A fixed shipping fee of £20.00 applies to all orders. Shipping charges are non-refundable once an order has been dispatched.

5. SIGNATURE REQUIRED

All deliveries are sent on a signature-required basis. It is the customer’s responsibility to ensure availability at the delivery address. Failure to accept delivery does not entitle the customer to a refund.

6. DISPATCH

Orders are dispatched once the item is ready. As all jewellery is made to order and/or personalised, dispatch times vary and are not guaranteed.

Any delivery timeframes provided are estimates only and do not form part of the contract.

7. DELIVERY & RISK

Risk passes to the customer once delivery has been confirmed by Royal Mail at the delivery address provided and signed for.

We are not liable for delays, failed delivery attempts, or issues caused by courier operations, customer unavailability, or incorrect delivery information.

8. ADDRESS ACCURACY

Customers are solely responsible for providing accurate and complete delivery details. Xclusive Diamonds accepts no liability for loss, delay, or additional costs arising from incorrect or incomplete addresses.

9. RETURNS – MADE-TO-ORDER GOODS

All jewellery sold by Xclusive Diamonds is made to order and/or personalised. In accordance with the Consumer Contracts Regulations 2013, such goods are exempt from the standard 14-day cancellation right.

10. RETURN REQUESTS

Return requests may only be considered if submitted within 7 calendar days of confirmed delivery and must strictly comply with our Terms & Conditions.

Approval of any return is at the sole discretion of Xclusive Diamonds.

11. RETURN CONDITIONS

If a return is approved, the item must be returned:

  • Completely unworn, unused, and unaltered
  • Free from any marks, damage, or signs of wear (including under magnification)
  • With all original packaging, certificates, and documentation
  • With all tamper-evident security seals fully intact

Failure to meet any condition will result in rejection.

12. INSPECTION

All returned items are subject to professional inspection. Xclusive Diamonds has sole authority to determine condition, wear, misuse, or fault. Our decision is final.

13. RESTOCKING & ADMINISTRATION FEE

Approved returns are subject to a fixed 25% restocking and administration fee. Original shipping charges are non-refundable.

14. NON-RETURNABLE ITEMS

The following are strictly non-returnable and non-refundable:

  • Items showing any signs of wear or use
  • Resized, engraved, modified, or altered jewellery
  • Items returned outside the permitted timeframe
  • Items failing inspection
15. FAULTY GOODS

Nothing in this Policy affects your statutory rights under the Consumer Rights Act 2015. Where a genuine manufacturing fault is confirmed, we may offer a repair, replacement, or refund at our discretion.

16. CONTACT

For shipping or return enquiries, contact:
Xclusive Diamonds
Email: info@xclusivediamonds.com