Shipping and return

Diamdrop.com is dedicated to serving our customers with expertise. In addition to 24 hour customer service, we offer live chat and an email response within 24 hours. If you would like that one of our representatives contact you directly, please fill in your information below. Otherwise feel free to call us at anytime.

Returns

What is your return policy?

Diamdrop.com gives our customers 30 days to return the diamond from when they were shipped, no questions asked, no additional charges. Please note that to be eligible for return, items must be in their original purchase condition and include all product documentation.

What cannot be returned within 30 days?

If you opt in to our designer partner program, the diamond may not be returned as the original packaging has been opened and the diamond has been set. The diamond enclosure will not be tampered with until you reach an agreement with our local partner whether that is a unique design or our standard design offered on our website. Once that agreement is reached and the diamond has been prepared for setting, Diamdrop.com will not accept returns nor can we issue refunds.

Which items cannot be processed online?

All items purchased for over $500 require a customer verification process. Transactions may need a text message verification, and in according with standard Anti-Money Laundering protocols. For this, you might be required to provide information validating the possession of the credit card used to make the purchase, as well as an ID and a signed form to show the intent to purchase.

None of these documents would require you to expose sensitive information. These would also not be shared with third parties, and will be held solely by our financial controllers and auditors.

We understand your concern for your data’s security and protection, which is why all transactions are SSL encrypted and our servers are protected by a 24-hour cybersecurity team. For any additional concerns, please call our customer service agents and ask to speak to our financial compliance officer.

Can I return an item that was given to me as a gift?

Yes, Diamdrop.com has a 30 day return policy from the purchase date. Your refund will be credited to you in the form of a Diamdrop.com gift certificate.

Will the buyer of my returned gift know that it was returned?

No, we will not alert the buyer that the gift was returned.

Do I pay the return shipping costs?

Yes, Unfortunately as an international firm, we can not incur the cost of international shipping.

How should I package my return for shipping?

Call our customer service representatives at DiamDrop.com and we’ll send you an email walking you through the correct packaging procedures.

How long will it take Diamdrop 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?

Once your return is processed allow 2-3 business days to receive the outbound package. On its shipping date, expect a confirmation e-mail no later than 5 P.M. PST.

Will I be notified during the merchandise returns process?

Yes. Once your package arrives at Diamdrop Headquarters, 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.S. 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 Diamdrop.com 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 9 P.M. (EST) on the day it ships.

Can I track the status of my return order?

Yes. You will receive a tracking code from our courier to check the status of your delivery in real time.

Can I do a "rush order" on my return?

Please call and speak to one of our customer service representatives to request expedited shipping for your return. They will walk you through the process step by step.

Shipping

How is my order packaged?

For standard orders within the U.S., we ship using secure, nondescript packaging material

I'm giving this as a gift. What are my options as I place my order?

As unique as the person is that you are giving a gift to, we at Diamdrop.com believe that the jewelry piece they receive should reflect that uniqueness. Diamdrop.com is the only online store that connects you directly with local jewelry designers that can make a one of a kind design for that special person.

Our designers are vetted by a rigorous process starting from criminal background checks, to education level in jewelery design, to time in the jewelry design business, to references. Finally having passed all qualifying factors, applicants are asked to present their portfolio to the Diamdrop.com Certifying Board and their work is judged on craftsmanship, uniqueness, flexibility in design, and overall quality.

Because we are so strict in choosing our designer partners, they  are not currently available in every area, but if your area has an available partner then we highly suggest you have your stone shipped directly with them and work one one one with them on a design that will be exclusive to your loved one.

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.

Do you collect sales tax when shipping to my state? What are the duties and taxes?

For U.S. orders, we currently collect sales tax for orders shipped to all states. 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.