Refunds and Exchanges
When in its original condition (meaning no sizing, alteration, and/or wear), any in-stock purchase (i.e. not a special order or custom design piece) has a full money back guarantee for up to ten (10) days after the sale or it may be exchanged or returned for store credit up to thirty (30) days after the sale. Any item purchased in accordance with a sale or discounted promotion is a FINAL SALE and is not eligible for return or exchange. Gift recipients will be issued a merchandise credit only, no cash refunds. Qualifying refunds will be made to the same card on which the original purchase was made. If the purchase was paid for by check or cash, the refund will be in the form of a check made out in the name of the original purchaser. If a cash purchaser denies a check as a refund, a store credit will be issued. A refund may be subject to a restocking/processing fee of up to 15%. Receipts must accompany all claims.
Online and Out-of-State Purchases
All online purchases are warrantied for 30 days. If an item you purchased is in need of repair, our Master Jeweler can repair the item for you. If you do not live in the area and are in need of a reference to another fine jewelry store for servicing, contact us and we will recommend you to another member of the Independent Jeweler Organization.
Alternative Metal Policy
Alternative metal bands are not warrantied and will have a $25 charge for exchange from breakage or original purchaser can use 100% of original purchase payment toward a replacement band in a warrantied metal such as gold or platinum. If a customer purchases a gold or platinum wedding band with at least a $1000 value (with no other discounts or store credits or exchanges applied), they can receive a tungsten band for free. A wedding band purchase in any metal, alternative or precious, qualifies for a free silicone wedding band (while supplies last).
Special Orders and Custom Design
Special order and custom design items are non-returnable and non-exchangeable. Special orders are defined as any non-inventory jewelry, watch, gift item, custom created jewelry, or altered jewelry at customer’s request. A 25-50% non-refundable deposit is required at the time of order. Custom work may require a consultation. On custom orders requiring a wax design, CAD & CAM work, or detailed drawing approval, a minimum fee for the design may be required. Upon approval for the custom piece, the fee will be deducted from the sale; otherwise the fee is non-refundable. Minimum fees are $200 for a 3-dimensional drawing or design and $450 for a 3-dimensional rendering or wax carving/print. Obtaining any artwork belonging to Diamonds Direct will require payment of the aforementioned fees. Any artwork associated with a custom design is the intellectual property of Diamonds Direct. When a customer approves the size of a custom or special order ring and the ring does not fit properly (or the customer chooses to change the design after completion), there will be a fee associated with a reorder, redesign, or resizing if applicable.
If a diamond is imported for a requested viewing, pre-payment for shipping and insurance costs of $50 to $500 may be applicable depending on the value of the diamond. If a diamond is purchased, these fees will be deducted from the sale; otherwise it is non-refundable.
Layaway accounts are set up with a deposit of 20% and an agreed-upon bimonthly payment. Cancelled layaways will be issued a store credit that may be used for future purchase. After 180 days of inactivity with a layaway item, the layaway is forfeited.
At any time after the initial purchase, any Diamonds Direct solitaire diamond qualifies for trade-in towards another diamond of equal or higher value. Your trade-in value is the original purchase price, excluding tax. This lifetime trade in policy is valid for in-store and online purchases. Items that qualify for trade are diamond solitaire rings, diamond solitaire pendants, diamond solitaire earrings, center diamonds only mounted in a diamond semi mounting, and center diamonds in diamond bridal sets.
Eternal Mounting Guarantee (EMG)
With a recorded inspection every six (6) months from date of purchase, the gold or platinum mounting for your diamond jewelry is guaranteed against all defects of regular wear and tear for its entire lifetime. Damages sustained otherwise or neglect of required inspection will require a charge for repair. This guarantee is void if the item is worked on by another jeweler or if the customer refuses to have any necessary repair work completed. This guarantee is separate from our Eternal Diamond Guarantee and Sunshine Cut Guarantee, which are eligible only for qualifying purchases. Any repair needed on an item purchased at Diamonds Direct but not inspected within the last six (6) months WILL require a charge, as it is void of warranty. Online mounting purchases have a mounting guarantee of 30 days.
Eternal Diamond Guarantee (EDG)
EDG protects your Diamonds Direct diamond jewelry purchase from loss, theft, and damage (other than normal wear and tear) for one full year. The EDG promises that Diamonds Direct will replace or repair diamond jewelry for one year from date of delivery. You must fill out an application in order to obtain EDG. Your first year of EDG is free of charge if you apply for EDG during the initial purchase. Every following year, your purchase will be up for inspection and an EDG renewal. The renewal fees correspond with the original purchase amount and, thus, vary from $35 to $105. Items over $6,999 do not qualify for EDG.
Free Inspections and Cleanings
Diamonds Direct will perform a basic cleaning and inspection on your jewelry free of charge. If stones fall out during a basic cleaning, there is a resetting fee. Additional charges to repair and replace the cause (i.e. unsuitable prongs, broken stone) will also apply. More thorough cleanings are available for a fee depending on the service needed. In order to maintain the Eternal Diamond Guarantee, Eternal Mounting Guarantee and Sunshine Cut Guarantee, recorded inspections for warranty purposes must be done every six (6) months from date of purchase.
Services and Repairs
In accordance with Florida law, if any person fails to claim any item left here for repair, cleaning, adjustment, appraisal, or otherwise for one (1) year after such delivery, the store shall have the right to dispose of the item by whatever means we may choose, without incurring liability or responsibility to the owner of the item. When leaving an item, the customer agrees that the approximate values and descriptions of the item(s) listed are correct and agrees that this store, including its employees, accepts no responsibility for the condition or identification of jewelry or stones upon receipt. Items are submitted to this store for repair only and this store will not act as the insurer of the item(s) listed. Responsibility for loss, theft, or damage is accepted by this store only when due to their negligence. Any damage or loss due to this store’s negligence will be limited to the cost to repair or replace the item(s) and will not exceed the value declared. If there is no value declared, it will be assumed that the value is less than $500. The customer is responsible to notify the store at the time of take-in of any pre-existing conditions and/or treatments. Diamonds Direct will not be responsible for treated, created, or enhanced stones or mis-marked metals. LOOSE STONES NOT PURCHASED AT DIAMONDS DIRECT ARE SET AT THE CUSTOMER’S RISK. When a customer chooses the size or work details of a repaired ring against the advisement of our staff and the ring does not fit properly (or the customer chooses to change the design after completion), there will be a fee associated with a reorder, redesign, or resizing if applicable.
Required appraisals can be issued free of charge for any items purchased at Diamonds Direct. There will be a fee to write an appraisal on items not purchased at Diamonds Direct.
ALL shipping for fine jewelry requires a SIGNATURE upon delivery. Most items available for shipping are in-stock and ready to ship. Exceptions include rings and jewelry that require sizing and special order items. Most orders for in-stock items begin the order process as soon as your purchase is completed. Your in-stock item will be shipped once the item is located, your payment is approved, and the receiving address is verified.
Standard sizes for most rings are size 7 for women and 10 for men. Some materials, sizes and custom designs must be special ordered from the designer. Requesting Items in any other size may add additional processing time & service charges and may require some additional time for fulfillment. All special orders, styles requiring sizing or non-standard stock sizes, non-stock styles and styles that must be special ordered from the designer require payment when the order is placed.
Once processed, your order will be shipped out and arrive at your designated shipping destination according to the delivery method you selected when you place your order. Upon shipping you will receive an email containing your tracking number.
We are able to ship orders within the United States only. We are unable to ship to a P.O. Box address. A physical street address and a signature upon receipt are required for delivery.
Orders are shipped to your billing address, unless otherwise specified at the time the order is placed. If you will not be home to sign for your order, we can ship your order to your place of work, or another more convenient destination. For security reasons, if you provide an alternate shipping address, you must contact your credit card company to add this address to your account information. Both the billing and shipping address must be verifiable with your credit card company and/or issuing bank.
Price of Precious Metals
When the price of gold or any other volatile metal fluctuates, Diamonds Direct assumes no responsibility for a listed price with an old metal value. Prices are subject to change with no warning. We try our best to update prices on a regular basis. If the price differs at the time of order fulfillment from what was listed at the time of purchase, the customer will be notified before the order is processed.