For UK and international orders, the shipping fee is €15.
All shipping options and costs will be clearly shown at checkout before you complete your purchase.
SHIPPING
IS THE SHIPPING FREE?
We offer free shipping within Europe on orders over €150. For orders under that amount, a flat shipping fee of €4.99 applies.
HOW CAN I TRACK MY ORDER?
As soon as your order will be shipped you will receive a shipping update notification by email.
For our main collection, we are pleased to offer fast shipping, with all orders typically dispatched within 24-48 hours of purchase. This ensures that your jewelry arrives promptly, ready to be enjoyed.
For our high jewelry collection, please note that the average production time before shipment is approximately 10-15 days, as each piece is crafted with the utmost care and attention to detail.
CAN I PICK UP MY ORDER?
Not yet. We currently do not provide a click and collect service.
CUSTOMS DUTY AND TAXES
International orders may be subject to customs or import duties and tax charges once they reach their destination country outside of the EU. We would like to reassure all of our UK and international customers that taxes and duties will be calculated and shown at checkout, so there are no unexpected fees upon delivery. This way, you’ll know exactly what to expect before completing your order.
COUNTRIES NOT SERVED
Unfortunately we not able to deliver to the following countries:
Comoros, Cuba, Falkland Islands, Iran, Johnston Island, Kiribati, North Korea, Central African Republic, Equatorial Guinea, Guinea-Bissau, Sierra Leone, Syria, Yemen Arab Republic, Mayotte Island, Myanmar, Nauru, Niue, St. Helena, St.Pierre and Miquelon, Sao Tome and Principe, Solomon Islands, Somalia, Sudan, Tajikistan, Tokelu Islands, Tuvalu, Wake Islands.
RETURN
HOW CAN I RETURN OR EXCHANGE MY ORDER?
Our returns period is currently 30 working days and starts from the date you receive your order.
1. REGISTER YOUR RETURN OR EXCHANGE:
Send an email with your order number and reason for the return/exchange to info@palomasdiamonds.com .
In case of an exchange, make sure to specify the details (model and gold color) of the desired replacement item(s).
2. PREPARE YOUR PARCEL:
We prefer you place the item(s) in the original box or similar solid carton item, and seal the box securely with tape. Print out the return slip we provided you with and place it on the box, over the original shipping label so the bar code can be seen clearly.
3. SEND IT BACK:
Once you request a return, we will send you a return label to complete the process.
Paloma's Diamonds will at all times control the returned items prior to processing the refund or exchange. All of our jewely will be tested for their authenticity. If damage, harm or alteration is caused to a purchased jewelry item, our return policy and warranty will not apply, and the item will not qualify for a return, exchange or refund.
REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please Contact Us.
REPLACEMENTS (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please Contact Us for information.
RETURN CONDITIONS
We offer a 30-day return and exchange policy. You have 30 days from the date of delivery, for the item(s) to be received back at our warehouse to be eligible for a return or exchange.
Please note: we can’t accept returns/exchanges of customized jewerly (high jewelry collection) as those are made-to-order items. We provide a free re-sizing service for all of our rings from the high jewelry collection. If the size of the ring you've ordered is not correct, please Contact Us and we will handle your request. Please note that re-sizing and shipping may take 2-3 weeks.
To be eligible for a return, the item(s) must be in unused condition, undamaged, unaltered, without scratches and in original packaging, including diamond certificates where applicable.
We offer a free return for all EU orders.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
RETURN CHARGES
Returns are free of charge for customers based in Europe. For customers based in the rest of the World, the return cost will be communicated after requesting a return by email.
RECEIVING YOUR REFUND
We aim to process all returned orders within 14 working days. However in some cases, due to the current global situation this time frame may be extended to 30 working days. All refunds will be credited to the original credit card.
Please note shipping costs are not refundable.
