Buying from Ember Diamonds

Buying from us is simple – add the product to your cart and complete your order via PayPal, Stripe, or BACS (bank transfer). Should you wish to pay via bank transfer, just select this option at check out, and our account details will be emailed out to you. If purchasing through PayPal, a verified PayPal delivery address is required and we can only send the item to this specific address.

Delivery 

We are pleased to offer free delivery anywhere within the UK. All items are sent either via Royal Mail Special Delivery, FedEx or UPS, which means that your item will be sent insured & tracked and will require a signature upon delivery. This way, you can be certain that your item will arrive securely and safely. Please note that we aim to dispatch your item within 1-2 working days of your order and routinely use a ‘next day’ delivery service.

If you are outside the UK and wish to make a purchase – extra delivery costs may apply so please contact us prior to purchasing for a shipping quote. International buyer’s must take responsibility for any local applicable duties/taxes which may incur extra charges. We cannot be held responsible for any delivery delays due to local customs clearance checks etc., as such procedures are outside of our control.

Re-sizing & Alterations

If you believe you will need any jewellery altering or re-sizing, please contact us so we can advise if this will be possible (it is not always possible to size certain rings to the desired finger size). Please note that we do offer a sizing service and alterations typically take anywhere between 1-2 weeks prior to dispatch but may take slightly longer, depending on specific requirements. We may recommend that more straightforward alterations are arranged with your local jeweller but please reach out to discuss this.

Returns & Exchanges

We’re confident that you’ll love your Ember Diamonds jewellery, but if for any reason it isn’t right for you, just let us know about your intention to return it within 14 days of receipt. You will then have a further 14 days to send the item back to us. Just send it back in the same condition as you received it, and we’ll provide you with a full refund or exchange. (This excludes items made/altered specifically to your requirements). Please ensure the product is in its original packaging and accompanied by its corresponding paperwork (e.g., boxes & certification documents). Please note that original shipping costs may be deducted from total refund amounts, unless the item is faulty or has been supplied incorrectly. If your item is faulty or has been supplied incorrectly, we will either provide you with a return shipping label or reimburse the cost for your return postage. We will issue your refund within 14 days of receiving your returned item. You are responsible for returning the item using a tracked, insured and signed for service, to ensure it is returned safely.

Bespoke Orders

We cannot offer refunds on bespoke or special orders or items that have been altered or personalised in any way. We will do our best to offer a suitable exchange that you will be happy with, but please note that this may not always be possible. Bespoke or personalised jewellery may only be returned if the item is faulty or has been supplied incorrectly. This does not affect your statutory rights. Please don’t hesitate to contact our Customer Services team free on 0161 818 4742 or email us at: customerservices@emberdiamonds.co.uk if you have questions about any of our policies.