Refund policy
Last updated: 12 July, 2026
At Diamond Dream Jewels we want you to love your purchase. If something isn't right, we make returns simple and fair. This policy is offered by Diamond Dream Jewels LTD and does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
1. 30-Day Returns
You may return most items within 30 days of delivery for a refund or exchange, provided the item is:
- Unworn and in its original condition
- In its original packaging with any tags attached
To start a return, email hello@diamonddreamjewels.com with your order number and the reason for return. Our team will reply within 1 business day with return instructions and the return address.
2. Your Legal Right to Cancel (UK/EU Customers)
Under the Consumer Contracts Regulations 2013, UK customers have the right to cancel their order for any reason within 14 days of receiving the goods, and a further 14 days to return them. This right applies in addition to our 30-day returns policy. EU customers have equivalent rights under the Consumer Rights Directive.
3. Items That Cannot Be Returned (Hygiene Exemption)
For health and hygiene reasons, we cannot accept returns of:
- Earrings, ear cuffs, nose rings, and belly rings where the hygiene seal or packaging has been opened.
- Swimwear where the hygiene strip has been removed.
- Items that show signs of wear or damage caused after delivery.
This exemption does not apply if the item is faulty.
4. Faulty or Incorrect Items
If your item arrives damaged, faulty, or is not what you ordered, contact us within 48 hours of delivery with photos of the item and packaging. We will offer you a free replacement or a full refund, including original delivery costs. Under the Consumer Rights Act 2015, you are entitled to a full refund for faulty goods returned within 30 days.
5. Our 1-Year Warranty
All jewellery is covered by a 12-month warranty against manufacturing defects, including plating faults and stone loss under normal wear. The warranty does not cover damage caused by misuse, accidents, or normal wear and tear on non-waterproof lines.
To make a warranty claim, email hello@diamonddreamjewels.com with your order number and photos.
6. Return Shipping Costs
- Faulty, damaged, or incorrect items: We cover all return costs.
- Change of mind returns: The customer covers return postage. We recommend using a tracked service, as we cannot refund items lost in return transit.
7. Refund Processing
Once we receive and inspect your return, we will confirm the outcome by email within 3 business days. Approved refunds are issued to your original payment method within 5 business days of approval. Depending on your bank or card issuer, it may take a further 3–10 business days for the funds to appear in your account.
We do not issue refunds to a different card or account than the one used for purchase.
8. Exchanges
If you'd like a different size, colour, or style, let us know when requesting your return. Exchanges are shipped free of charge once the original item is received.
9. Late or Missing Refunds
If you haven't received your refund after 10 business days from our approval email, first check with your bank or card provider, then contact us at hello@diamonddreamjewels.com and we will investigate immediately.
10. Contact Us
Company Name: Diamond Dream Jewels LTD
Registered Office: 128 Parkfield Road North, M40 3RQ
Email: hello@diamonddreamjewels.com
Phone: 7446381137
Support Hours: Monday–Friday, 9:00am–6:00pm (UK time)