HELP & FAQs
For quick answers to your questions about our jewelry, orders and payments and sizing see our FAQs below. For questions about delivery and return click here.
JEWELRY
WHAT IS PALOMA’S JEWELRY MADE OF?
18K SOLID GOLD
Our collections are entirely crafted in 18K Solid Gold. With no mining involved at Paloma's we are proud to use 100% recycled gold. We preserve its purity while keeping our environmental and social responsibility high. Discover more about our precious metals here.
DIAMONDS
Diamonds are considered the most precious gem in the world. At Paloma's we use the highest quality diamonds that are hand-picked one by one. Precision is one of our core values that results in a unique brilliance of every piece that we create. As a brand we are proud to also provide cost-effective and eco-friendly options - this is why we choose to use lab-grown diamonds in multiple of our pieces. Discover more about Earth created and Lab created diamonds here.
WHERE IS PALOMA’S JEWELRY MADE?
All of Paloma’s diamonds are handpicked one-by-one in Antwerp, the diamond capital of the world. The jewelry piece is then manufactured in Italy to obtain the highest Made in Italy quality.
WILL I RECEIVE THE CERTIFICATE OF AUTHENTICITY?
We provide a technical certificate for all of our Jewelry and Engagement Rings with a center stone above 0.50ct issued by a third party - HRD Antwerp laboratory, free of charge.
At Paloma's we are providing the highest standards of transparency and accuracy.
Please Contact Us if you would like to request a technical certificate for any other Jewelry piece with a center stone below 0.50ct at a charge.
EVERYDAY JEWELRY CARE
Paloma's Jewelry is made of high quality materials. Please note that even the most precious materials can be damaged if not handled properly. For everyday use please don't forget to remove your jewelry when:
- You wash your hands, spray perfume or if you use body lotion. It can be difficult to remove particles that get stuck in the pavé setting.
- When carrying out household tasks, such as gardening or other manual activities. Repeated contact with household detergents or aggressive substances may damage the gold.
- When doing sport, at the beach or the swimming pool. High intensity exercise can cause shocks which can then scratch the metal and damage the settings' clasps.
STORING YOUR JEWELRY PIECE
The best way to store your jewelry pieces is in a dark, cool and dry place. You should store every piece individually preferably in the original packaging.
When storing earrings always ensure that the clasp is correctly closed on the pin.
When storing chain necklaces and bracelets always ensure that the clasp is locked to avoid tangling and knot forming.
CLEANING YOUR JEWELRY PIECE
Every Paloma's Jewelry piece can be cleaned in the following way:
- With a soft non abrasive cloth.
- With lukewarm water and neutral soap; gently brush your jewelry piece using a soft toothbrush, then rinse with clean water and pat dry with a soft cloth.
DO ANY PALOMA’S PIECES CONTAIN NICKEL?
No – we only use 18 karat solid gold in our jewelry.
JEWELRY WARRANTY AND REPAIRS
Every Paloma's jewelry piece is covered by our 2 years warranty. This warranty covers against any manufacturing defect for a period of 2 years from the date of purchase.
If the product is returned within this period Paloma's team will repair or replace the defective jewelry piece or certain elements of the piece free of charge. Once the warranty has expired, any repair will be charged. Contact our Customer care team for additional information.
Our warranty does not include the replacement of lost center/side stones. Although we provide the replacement service at a fee that will be established on a case by case basis.
ORDER AND PAYMENT
HOW DO I KNOW MY ORDER IS CONFIRMED?
Once you’ve completed your purchase, we will send you an Order Confirmation email.
Please check your spam folders if you can’t find it. Otherwise, contact our customer service via our Contact Us form and we will be able to re-send your confirmation email to you for your reference.
CAN I CANCEL MY ORDER?
Unfortunately, we are unable to cancel or amend orders once they have been placed. You can return your order once you have received it, please find further details in our Returns information.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept all major payment methods including Visa, Visa Debit, Maestro, MasterCard, Amex, Paypal, Shop Pay, Apple Pay, Amazon Pay and AliPay.
IS MY PAYMENT SECURE?
At Paloma's Diamonds, we take online security very seriously. At no point do we store any financial information on our servers. Paloma's Diamonds employs trusted and reputable third party hosting agents and payment providers to ensure the security of personal data.
All credit card details are entered on a secure server using Shopify Payments. The transfer of the purchase details from our site to Shopify Payments are encapsulated using their encrypted and digitally signed protocol which is secure and tamper-proof. Shopify Payments is level 1 (the highest level) PCI DSS compliant.
VAT
VAT is included on all orders within the UK & Europe, and is included in the listed product prices.
UK orders: We would like to reassure all of our UK customers that there will be no uninvited costs (additional customs taxes and duties) from Brexit's new trading laws.
Outside the UK & Europe: VAT is automatically taken off any order.
SIZING
HOW DO I FIND MY RING SIZE?
To find out your ring size, please visit our Size Guide section which has instructions on how to measure your size using an existing ring.
Are you still not sure about your size? Contact our customer care team, who are looking forward to help you.
CAN I RESIZE MY RING?
We offer a free re-sizing for all our rings within 30 days of purchase. Please note that resizing along with shipping will take a couple of weeks.
Please be informed, as per our Refund Policy, none of our rings are refundable as they are part of customized category.
Contact us for more information.
NECKLACE LENGTHS
Our necklaces are designed to be worn in 2 different lengths and have an adjustable design. All necklaces have two jump rings so you can wear them at full-length (46 cm) or short (41 cm).
BRACELET LENGHTS
Our bracelets come in one length but have three jump rings for the option to wear them fitted or loose.
TENNIS BRACELETS EXCEPTION
All of our tennis bracelets are custom made to provide the best fit and quality for each customer. Please consult our Size Guide section to find your wrist size.
Please be informed, as per our Refund Policy, none of our Tennis bracelets are refundable as they are part of customized category.
We will evaluate re-sizing on case by case basis.
Contact us for more information.
If you didn't find an answer to your query, please Contact Us - we aim to respond to all queries in up to 48 hours.
