Returns & Cancellations

Made to order

For collection jewellery: Your jewellery is made to order in 2–3 weeks, then delivered to you. Bespoke commissions take 2–10 weeks to make, depending on the complexity of the commission. Delivery follows once your piece is complete. We hold no finished stock; your piece is made to your chosen specification.

It also means we cannot accept a return, an exchange or a refund because you have changed your mind. A piece made to your specification cannot be sold to anyone else.

In law, goods made to a customer's specification are exempt from the 14-day cancellation right under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You confirm you understand this before you pay.

Cancelling within 24 hours

You can cancel any order within 24 hours of placing it, before the piece enters production, and we will refund you in full. You can do this in the following ways:

• For a guest order, open the secure link in your confirmation email and use Cancel order. If you need another link, use guest order help with your order reference and the original email address.
• Open the order in your account and use the Cancel Order button. The page shows how long you have left.
• Or email sales@xclusivediamonds.com with your order number and the word "cancel".

Refunds go back to the way you paid — your card, or Klarna if you paid with Klarna. On a card, your bank usually shows the money within 5–10 working days, depending on the card issuer. With Klarna, Klarna updates your payment plan and returns anything you have already paid, usually within 5–7 working days.

Once the 24 hours have passed, materials are allocated and work begins, so the order can no longer be cancelled.

If something is wrong with your order

This is separate from change of mind, and it is not time-limited by the 24-hour window above.

If an item is faulty, damaged in transit or not as described, your rights under the Consumer Rights Act 2015 are unaffected: you may be entitled to a repair, a replacement or a refund. Tell us and we will put it right.

Damage in transit

Check your parcel on arrival. Damage caused in transit must be reported within 48 hours of delivery, with photographs of the item and the packaging, so we can claim against the courier. Keep all the packaging until the claim is resolved.

How to make a claim

• Email sales@xclusivediamonds.com — do not send anything back before you hear from us.
• Include your order number, a description of the problem, and clear photographs in good light.

What happens next

We aim to reply within one working day. If we need to see the piece, we will tell you how to send it in and we cover that postage. Our workshop assesses it, and we will then repair it, replace it or refund you as appropriate, and explain which and why. We keep you posted at each step.

Resizing

A ring that does not fit is not a fault, and we do not treat it as one. Resizing after purchase is free — you cover the postage to us, we cover the return postage. It is not possible on full-eternity rings or on designs with stones set into the shank. See Warranty & Aftercare for detail.

Warranty

Every piece carries a lifetime warranty against manufacturing defects. Read what is covered, what is not, and how to claim on the Warranty & Aftercare page. The full contract is in our Terms & Conditions of Sale.