Frequently Asked Questions
What is your return policy?
Our commitment to you does not end at delivery. Items may be returned or exchanged within 30 days from when they were shipped, no questions asked. The customer is responsible for return shipping fees. To be eligible for return, items must be in their original purchase condition and include all product documentation.
We have extended Christmas returns, too. To ensure your recipients love their Christmas gifts, orders shipped between November 15 through December 15 may be returned through January 15. Our regular 30-day return policy resumes on December 15.
What cannot be returned within 30 days?
Engraved jewellery items, other than rings, may not be returned. Diamonds purchased as part of our Gulab Diamonds, Diamond Upgrade Program may not be returned for credit. All Gulab Diamonds engraved rings may be returned for credit, but the engraving fee will not be refunded. The removal of Gulab Diamonds engraving from any exchanged or resized ring is free with no additional engraving fee. Special orders are final sale and are not eligible for return.
Can I return an item that was given to me as a gift?
Yes, Gulab Diamonds is happy to exchange it for merchandise credit within 30 days of purchase. Place the gift in its original packaging with the receipt (if available) and ship it either via FedEx (preferred) with our provided shipping label, or a carrier of your choosing. Your return can be exchanged for an item of equal or greater value. You pay the difference if the new value is greater than the return value.
Will the buyer of my returned gift know that it was returned?
No, we will not alert the buyer that the gift was returned.
Am I required to use Gulab Diamonds's return shipping method?
No. You may choose any carrier you prefer, but we highly recommend that you insure the shipment - particularly on items valued at £250/€500 or higher.
Do I pay the return shipping costs?
How should I package my return for shipping?
Call a Diamond Jewellery Consultant and we will send you an email that outlines the packaging procedures.
How long will it take Gulab Diamonds to process my merchandise return?
On the average, about 4-5 business days from the time we received your item, enter it into our system, and pass it along to our Quality Assurance department (roughly 24 hours, Monday-Friday). For returned items, please allow an additional 2-3 days before the outbound package is shipped.
I am expecting my returned item to be replaced. How long does it take to reach me?
Please allow two weeks for a return for exchange
Will I be notified during the merchandise returns process?
Yes. Once your package arrives at Gulab Diamonds, it takes 1-2 business days before you receive an e-mail alerting you that your return is being processed.
When should I expect to receive my return credit?
For U.K. Customers, allow 3-5 business days from the time of the confirmation e-mail for the funds to reach your account, from there, processing time may vary depending on your credit card company's funds transfer policy. For international credits, allow up to 7 additional days (M-F).
Will Gulab Diamonds update me during the return process?
Yes. You'll receive an e-mail from us alerting you that your return has been received, then another one alerting you it's been passed along to our Quality Assurance department. For returned items, we'll send you an e-mail with a shipping confirmation no later than 6 P.M. (GMT) on the day it ships.
Can I track the status of my return?
Yes. Go to Return Status to check the status of your delivery in real time.
Can I do a "rush order" on my return?
Please use the fastest method to return your package to us.
Are discounts available?
Yes. You may stay informed on special offers and promotions by subscribing to the Gulab Diamonds e-mail list. Sign up at newsletters. We also offer a 1.5% discount on bank wire transactions.
Why don't I see discounts on your loose diamonds?
We at Gulab Diamonds are committed to offering high-quality loose diamonds at the lowest prices available. In fact, we are so confident in our prices that we offer a price match program; if you find an advertised diamond of comparable size, shape, and quality, we will work to match the competitor's price.
How is my order packaged?
We ship in standard carrier boxes that are secure and non-descript. Inside, you'll see Gulab Diamonds's elegantly branded gift packaging - ideal for gifting or personal storage.
Can I track my order?
Yes. On the day of shipment we'll email you shipping confirmation that includes order-tracking information. You'll be kept informed of the transportation process at every step. You may also access shipping information by using the "Order Status" link.
Do you collect duties and taxes?
We do collect duties and taxes when shipping to Canada and within the European Union (EU). For all other destinations overseas, customs will contact you if you owe additional taxes and duties.
Do you offer a warranty on the jewellery I purchase from Gulab Diamonds?
Yes. In staying true to our high standards of customer satisfaction, we offer a Lifetime Warranty to protect against manufacturer defects in craftsmanship. The warranty does not include normal wear and tear or damages incurred due to trauma, negligence, lack of regular maintenance, loss, or theft.
How do I best care and maintain my new jewellery purchase?
We offer complimentary cleaning and product check-up (recommended every six months) as a well-advised preemptive measure against the possibility of stone loss or damage that occurs when prongs are bent, pulled, caught, or broken during normal wear. We only ask that you cover the shipping and insurance to safely transport the ring to our facility. And as a gesture of gratitude for choosing Gulab Diamonds, we'll cover the shipping back to you.
ARE YOU REGISTERED WITH RJC?
Yes, Gulab Diamonds accredited member of the Responsible Jewellery Council.
IS GULAB DIAMONDS LIMITED VAT REGISTERED ?
Yes, Gulab Diamonds is VAT registered. Our VAT number is 348 205 210