Returns & Exchanges

✔ Items must be unused, unworn, and in their original packaging.
✔ Custom and personalised items are non-refundable and cannot be exchanged.
✔ Any item that has been resized using our complimentary resizing service will be considered a custom order and will not be eligible for return or exchange.
✔ Signs of wear, resizing, or damage will result in the return being denied and sent back to the sender.
✔ The attached label must remain intact until you decide to keep the item. We reserve the right to decline the return or exchange if the label is removed or detached.
✔ Shipping costs are non-refundable, and we do not currently offer free shipping on returns or exchanges.

HOW TO INITIATE A RETURN

  1. Email us at returns@madamediamond.com with your order number and reason for return.
  2. Receive a Prepaid Return Label – We will provide a prepaid return label, and the cost of the label will be deducted from your refund.
  3. Return Your Item – Ensure the jewellery is securely packed in its original packaging to prevent damage in transit.
  4. Processing Time – Once we receive and approve your return, a refund will be issued to your original payment method within 5-7 business days. If you do not see your refund after 7 working days, please check with your bank before contacting us.

EXCHANGE POLICY

If you would like to exchange an item, we will:

  • Provide you with a prepaid return shipping label.
  • Refund your original order.
  • Ask you to place a new order for the desired item.

For exchange requests, please email returns@madamediamond.com with your order number.

ORDER CANCELLATIONS

If you need to cancel your order, please email orders@madamediamond.com with your order number as soon as possible.

CANCELLATION POLICY

✔ In-Stock Items & Made-to-Order/Out-of-Stock Items – We offer a 14-day cancellation policy for these items, giving you flexibility in case you change your mind.
✔ Custom Orders (Bespoke & Personalised Items) – Due to the bespoke nature of our jewellery, once an order is placed, it is immediately processed, and we are unable to accept cancellations or modifications. Each custom piece is handcrafted and made-to-order, meaning production begins immediately after confirmation. As a result, we cannot accommodate cancellations or modifications once the order is confirmed.
✔ Limited 2-Hour Cancellation Window for Custom Orders – We understand that circumstances can change, so we offer a 2-hour cancellation period after purchase. After this period, crafting begins, and cancellations will no longer be possible.

Please note: If your order has already been shipped, it can no longer be cancelled, and you will need to follow the return process. Shipping charges are non-refundable for cancelled orders that have already been dispatched.
For any further inquiries regarding order cancellations, please email us at orders@madamediamond.com.

ADDITIONAL IMPORTANT INFORMATION
✔ Some diamond-set wedding rings and full eternity rings cannot be resized, so please ensure you select the correct size at checkout.
✔ If you need assistance with ring sizing, feel free to contact us before placing your order or visit our Ring Size Guide.
✔ MADAME DIAMOND is not responsible for damage incurred in transit - please ensure your return is securely packaged.

For any further inquiries regarding returns, exchanges, or order cancellations, please email us at returns@madamediamond.com.