Returns

Elysium Diamonds 

At Elysium Diamonds, the majority of our jewellery is crafted specifically to order. Because of the personalised nature of many of our pieces, return eligibility varies depending on the type of product purchased. 

We strongly advise customers to carefully review product specifications, ring sizes and design approvals before completing a purchase. 

If you require assistance, please contact our client services team prior to ordering. 

Bespoke & Custom Jewellery 

Jewellery that is customised, personalised, or made to the customer’s specifications cannot be returned or cancelled once production has begun. 

This includes, but is not limited to, jewellery where the customer has selected: 

  • ring size 
  • diamond type (lab grown or natural) 
  • diamond specifications 
  • metal type 
  • engraving 
  • bespoke or modified designs 

Under Regulation 28 of the Consumer Contracts Regulations 2013, customised or personalised goods are exempt from the statutory 14-day cancellation period. 

Once production has commenced on a bespoke or customised piece, the order cannot be cancelled and no refund will be issued, unless the item is faulty or not as described. 

All bespoke jewellery must be paid for in full before production begins. 

CAD Design 

Where a bespoke design requires a CAD (Computer Aided Design) rendering, a £100 design fee applies. 

The CAD design fee covers design work and consultation time and is non-refundable, even if the customer decides not to proceed with the order. 

Production will only begin once the customer has approved the CAD design. 

Stock Items 

For non-customised stock items purchased online, customers have the right to cancel the order within 14 days of receiving the item, in accordance with the Consumer Contracts Regulations 2013. 

To exercise this right, customers must notify Elysium Diamonds within the 14-day cancellation period. 

Returned items must: 

  • be unworn 
  • be in original condition 
  • include original packaging and documentation where possible 

Items showing signs of wear, damage, resizing, alteration, or modification will not be accepted for refund. 

Refunds will be issued once the item has been received and inspected. 

Return Shipping 

Elysium Diamonds does not provide return shipping. 

Customers are responsible for arranging their own return shipment and covering all associated costs. 

We strongly advise that all returns are sent using a tracked and insured delivery service, as jewellery items are valuable. 

Elysium Diamonds cannot accept responsibility for items lost or damaged during return transit. Responsibility for the safe return of the item remains with the customer until it is received by us. 

Faulty or Defective Items 

If an item arrives faulty or not as described, customers must notify us within 48 hours of delivery. 

Under the Consumer Rights Act 2015, customers may be entitled to a repair, replacement or refund if a genuine manufacturing fault is confirmed. 

Jewellery damaged due to: 

  • accidental damage 
  • improper wear 
  • third-party alteration 
  • misuse 

will not be considered faulty. 

Refund Processing 

Once a returned item has been inspected and approved for refund, the payment will be returned to the original payment method. 

Please allow 5–10 working days for the refund to appear, depending on the payment provider. 

2. CANCELLATION POLICY 

Orders for stock items may be cancelled within the 14-day statutory cancellation period provided the item has not been used. 

Orders for bespoke or personalised jewellery cannot be cancelled once production has begun. 

Deposits and design fees for bespoke jewellery are non-refundable once design work or production has started. 

3. SHIPPING & DELIVERY POLICY 

All orders from Elysium Diamonds are shipped using fully tracked and insured delivery services to ensure the safe transport of valuable jewellery items. 

Delivery options may vary depending on location and value of the order. 

Once an order has been dispatched, responsibility for the shipment passes to the courier service responsible for delivery. 

In the unlikely event of a lost or delayed shipment, the matter must be addressed directly with the courier provider. Elysium Diamonds will assist where possible but cannot accept liability for courier delays or losses beyond our control. 

4. BESPOKE CONSULTATION POLICY 

Initial consultations for bespoke jewellery are complimentary. 

Consultations may take place: 

  • in our showroom 
  • via video consultation 
  • or online 

Where a customer proceeds to the design stage, a £100 CAD design fee will apply. 

5. WARRANTY & JEWELLERY CARE 

Elysium Diamonds jewellery is crafted to the highest standards. 

However, jewellery is delicate and subject to wear over time. 

The following are not covered under warranty: 

  • general wear and tear 
  • accidental damage 
  • damage caused by improper care 
  • third-party repairs or alterations 

We recommend regular inspection and cleaning to maintain the longevity of your jewellery. 

6. INTERNATIONAL ORDERS 

International customers are responsible for: 

  • customs duties 
  • import taxes 

    return shipping costs 

Elysium Diamonds is not responsible for delays caused by customs clearance procedures. 

7. STATUTORY RIGHTS 

Nothing in this policy affects your statutory rights under UK consumer law, including rights provided under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. 

Key Points This Policy Protects You On 

✔ Bespoke jewellery cannot be returned 

✔ CAD design non-refundable 

✔ Customers pay return shipping 

✔ Must use insured tracked returns 

✔ Only minimum legal return window for stock items 

✔ Limits liability on courier issues 

✔ Full payment before bespoke production