Customer Service
Express Diamonds believes in exceptional service for customers. It is for this reason that we are a leader in meeting and surpassing expectations.
For your inquiries we have our special team of experts who will listen to your needs and address your questions with diligence, care and enthusiasm.
- Shipping & Delivery
- Express Diamonds wish to offer you efficient and speedy service, however you will need to allow from seven to ten days in order for delivery to occur. For the order of a ring, please allow up to ten additional days for delivery. You will be contacted by courier dispatch when your parcel arrives.
Delivery is free for purchases within Australia to metropolitan areas, however additional charges will apply for delivery to rural areas and overseas. - Privacy & Security
- Express diamonds values the privacy and confidentiality of individuals, so we will not disclose or distribute customer details or information.
- Copyright and Trademark Information
- Express Diamonds, its products, images, logos and all other items contained in this site are protected by copyright and trademark laws. It is expressly prohibited to reproduce, use, modify or in any way display or distribute this information without written permission.
- Returns & Replacements
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Our fine diamonds and jewellery should meet your expectations, however in the event that you are unsatisfied with your purchase, you can return or exchange your item (except custom made orders) for a full refund or exchange within 14 days from the date of shipment. Any items received after this period will not be accepted for refund.
- Please be informed that the above policy applies only to goods that have not been sighted or seen by the customer before purchase. Goods that have been sighted by the customer cannot be returned for credit.
- Express Diamonds is unable to refund the shipping costs or other costs, like insurance, associated with the return or exchange of item(s).
- Express Diamonds reserves the right to repair, replace or correct a defect rather than providing a refund as we consider appropriate.
- In the rare event that a product is damaged or faulty in its craftsmanship at the time of delivery, you may return the item within the 14 days of shipment as indicated.
- All items must be returned in their original condition, including the original certificate(s) issued. This is mandatory as the diamond certificate has a $250 replacement fee if it is not returned and this fee will be charged in replacing it.
- Return Exclusions
- We want to provide the best service to our customers, however there are some return exclusions and policies that we have in place.
- Custom made or special orders including personalised and engraved items cannot be returned, exchanged or resized unless there has been an error.
- Once Express Diamonds has received the item, it will be checked by our returns management department to ensure that it is the same item that the customer received. In the event that an item has been modified in any way, it will not be returned or exchanged.
- Express Diamonds will not be responsible for any items repaired or altered by another jeweller other than Express Diamonds or its agent(s). Any repairs or alterations made without the consent of Express Diamonds will void the return/exchange.
- If you received a gift that was purchased at Express Diamonds and you wish to return it, the gift recipient can return the item for an exchange only. A refund will be issued to the purchaser and not the recipient and the return will be in the same form as the purchase. For example if the purchase was on a VISA card, the money will go back onto that same card.
- Express Diamonds will not accept responsibility for loss or damage of return shipments.
- Express Diamonds will not be held liable or accountable for any loss, theft or damage on a diamond or jewellery item once it is received in good condition.
- How to Prepare your Return
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To return a diamond or an item of jewellery to Express Diamonds, you will need to follow the process below:
- A Return Authorisation Code:
Call +61 2 92677510 and you will be given a return authorisation code. Write this code on the outside of the box that you are returning. The postal address for Express Diamonds is PO Box A2294, Sydney South, NSW, 1235. - Package Your Return:
Include all the original packaging and the original certificate(s). Remember if the diamond certificate is not returned a $250 fee will be charged for the replacement cost. - For security purposes do not write Express Diamonds or the word jewellery or any words indicating jewellery on the outside of the box or package.
- Insure Your Package:
Send your package by registered mail, as this is a safe way to ship valuable items. Also, insure the package for the entire amount of the invoice including shipping/handling costs.
For returns in excess of $5000 please contact a third party insurance company for your protection coverage.
Again it should be noted that once a return is approved, the refund will cover the cost of the item, excluding shipping/handling and insurance costs. Express Diamonds as mentioned is not responsible for items lost, stolen or damaged while shipping. Please be advised that returns that do not comply with the returns regulation policy will not be accepted.
- A Return Authorisation Code:
- Time of Return
- Requests will be processed after our management department verifies the condition of the item. Returns take approximately six business days to process upon receipt of the item.