We understand that online shopping, as convenient as it is, has its limitations. Therefore, should you wish to return your ordered items for a refund or exchange an item, please follow these steps:
- Contact firstname.lastname@example.org within 14 days of receipt of the order with the details and an explanation for the return or exchange.
- We'll email you a return label.
- Print out the return label and attached to the package with clear tape.
- Post the parcel in a waterproof packaging with label attached within 5 days of receipt of label.
We strongly recommend you use a secure delivery method, which requires a signature upon delivery. Proof of postage is not proof of receipt and all goods remain the responsibility or the customer until they are received by London Diamond & Emerald Exchange (London DE Limited) and signed for.
As soon as we have received and inspected the item, we will refund you any money you have paid for the product. We regret that postage/courier charges cannot be refunded.
Please allow 10 working days from our receipt of your returns for us to process a refund. The time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card you made your original purchase. If there is a problem issuing a refund to your card, we will contact you.
The return product must be in its original condition and packaging.
We are not able to refund any items where there is evidence that the above rules have not been followed.