Returns Policy

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40 Day Free Returns

We provide the option of a full NO QUESTIONS ASKED refund within 40 days of delivery/collection. This returns policy is limited to a) all items where the diamond is priced below £25,000 excluding VAT (items above this threshold subject to refund within 7 days of delivery) b) items that have not been customised from their original state as displayed on the website. 

While we do offer all customers free shipping when delivering your order, we kindly ask you to cover the shipping charge when returning to us.

To be eligible for a refund the customer must initiate the return within 40 days and must return it within one week of notifying us. Therefore, the item must be returned no later than 47 days after the delivery date, in its unworn and original condition without any damage, and with all accompanying documents and materials.

Our production team will review the returned item(s). Items that show signs of wear or have been altered, resized (by a jeweller other than Queensmith), or damaged, are unable to be returned.

In the unlikely event that the item(s) turns out to be faulty or different the customer’s order, Queensmith will repair or replace the item free of charge or refund the item in full.

To initiate the refund process, please contact your consultant or info@queensmith.co.uk quoting your order number.
 

Non-refundable Items

There are some items that will not be eligible for returns or refunds. Please contact your consultant or info@queensmith.co.uk quoting your order number to confirm whether your item(s) are eligible.

Unless otherwise explicitly stated, exclusions to our 40-days returns policy are bespoke commissions and personalised or engraved items. For hygiene reasons we are also unable to accept returns of pierced jewellery such as stud earrings. All Refunds are subject to the item(s) being returned unworn, unused and undamaged and in saleable condition.

Improperly packaged returns will be refused upon receipt. Returns with missing paperwork (including the GIA report) or product(s) may not be processed. If applicable, we reserve the right to deduct a £250 fee from your refund in order to replace any missing diamond grading certificates. 

If you return your order and exchange it for a another ring, the second ring is non-returnable (unless the reason for returning is a manufacturing issue).
 

How to Prepare a Return

Please follow the following three steps to successfully return a Queensmith item and receive a refund:

• Initiate your return: Contact your consultant or email info@queensmith.co.uk stating you would like to make a return as well as providing your order reference number. They will instruct you on an appropriate shipping address if required.

• Packaging your return: Please include all the original packaging and additional materials -make sure you include your diamond grading certificate as replacing this certificate is not possible. For security reasons, avoid writing, “diamonds” or “Queensmith” anywhere on the outside of the box.

• Shipping your package: For returns within the UK, please return the ring to us using Royal Mail Special Delivery Guaranteed. For orders coming from outside the UK, please return the ring using a courier of your choice that will enable you to track your order. When shipping your package, ensure you request both a tracking number and receipt and forward these to your point of contact at Queensmith.
 

If the return instructions are not followed, Queensmith will not accept responsibility for any loss or damage to returned shipments. Queensmith withholds the right to refuse returns that are improperly packaged.

If you are unsure about any aspect of the process, please contact us before returning your purchase at info@queensmith.co.uk.