Refund & Return Policy (Including EU Right of Withdrawal)
At STDIAM, your satisfaction is our top priority. We take pride in crafting fine jewelry designed to last a lifetime. If for any reason you are not completely satisfied with your purchase, we are here to help.
1. 30-Day Return Policy
We offer a 30-day return policy for eligible items. You may request a return within 30 days of receiving your order.
For customers residing in the European Union (EU), this policy fully incorporates and extends your statutory 14-day Right of Withdrawal under applicable consumer protection laws.
Return Eligibility
To qualify for a return, items must:
- Be returned within 30 days of delivery.
- Be in original, unworn, and unused condition.
- Show no signs of wear, scratches, resizing, or alteration.
- Include all original packaging, certificates, and accessories.
- Have all security tags or anti-tamper seals intact, if applicable.
Items may be carefully tried on for inspection purposes. However, jewelry showing signs of wear, damage, or missing security tags may not qualify for a full refund.
Please note that slight variations in gemstone appearance, color reflections, or handcrafted details are natural characteristics of handmade jewelry and are not considered defects.
2. How to Start a Return
To initiate a return or exchange, please contact our customer support team at:
Email: support@stdiam.com
Please include:
- Your order number
- The reason for the return
- Photos or videos (if applicable)
Once your request is approved, we will provide the return shipping address and detailed return instructions.
Please do not send items back without prior authorization, as unauthorized returns may not be accepted.
3. Non-Quality Related Returns
If you wish to return an item due to personal preference (for example, change of mind, style preference, or ordering the wrong size), the following conditions apply:
- Customers are responsible for arranging and covering return shipping costs.
- We strongly recommend using a trackable and insured shipping service.
- Return packages must be shipped with all duties and taxes prepaid by the sender (DDP – Delivered Duty Paid).
- Any packages returned with unpaid customs duties, taxes, or clearance fees may be refused and returned to the sender.
Once the returned item has been received and inspected, refunds will be issued to the original payment method within 5–7 business days.
Please note:
- Expedited shipping fees are non-refundable.
- Original standard shipping fees will be refunded where required by applicable law, including EU consumer regulations.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incorrect, or incomplete, please contact us within 7 days of delivery.
Please email support@stdiam.com with:
- Your order number
- Clear photos or videos showing the issue
After verification, STDIAM will, at our discretion:
- Provide a free replacement;
- Repair the item; or
- Issue a full refund.
In such cases, STDIAM will cover all associated shipping costs.
5. Order Cancellations
Standard Orders (Non-Personalized)
Orders may be modified or canceled at any time before shipment.
Once an order has been shipped, our standard return policy will apply.
Personalized & Custom Orders
Personalized, engraved, custom-made, or made-to-order items can only be canceled or modified before production has begun.
Once production, engraving, or customization has started, these orders cannot be canceled, returned, or exchanged.
This exception is made in accordance with Article 16(c) of the EU Consumer Rights Directive regarding personalized goods.
6. Non-Returnable Items
The following items are not eligible for return:
- Personalized or engraved jewelry.
- Custom-made or made-to-order items once production has begun.
- Items altered, resized, or repaired by a third party.
- Final sale or clearance items.
- Items returned in worn, damaged, or altered condition.
Contact Us
If you have any questions regarding returns or refunds, please contact us:
Email: support@stdiam.com
Telephone: +1 (332) 278-2129
We are always happy to assist you.
