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FAQ
We took all the questions we could think of and all the questions you sent to us and created this FAQ so that everyone can find an answer to any questions they may have. This FAQ is always a work in progress. If we receive questions that we are asked often, we will add it to our FAQ. If our FAQ doesn't answer your question, email us and we'll answer you as soon as possible.
Returns & Refunds Questions
Don’t like what you got? No problem. This will tell you what to do.
Question & Answer
 
Q:
What is your Return Policy?
A:
Items can be returned within 30-days from the delivery date for the full purchase price of the item. Items must be in the original condition you received. Shipping, handling and insurance costs are not refundable.
Q:
How do I return an item?
A:
To return an item to us, send the item with a note stating the eBay item number to the “FROM” address on the shipping label on package you received. Please allow a few days for the item to reach us through the mail. When we receive your item, we will notify you and refund the full item price to the same account used to pay for the item. You do not have to file a dispute to get a refund. Filing a dispute will only delay your refund while the dispute is resolved. If you have any questions about your refund, please contact us at contact@diamondzul.com and update you on the status.
Q:
Can I exchange an item I won with a different item?
A:
You can exchange an item for another after paying the difference.
Q:
You sent me the wrong item.
A:
Please contact us and return the item to the “FROM” address on the package you received with a note stating the reason and the eBay item number. We will reimburse the return shipping costs to you. When we receive your item, we will send you the correct item. If your item is not available, we will offer an exchange for a similar item or refund the full payment you made.
Q:
Are customized items returnable or exchangeable?
A:
Customized items are returnable with the same return policy as above. You can also exchange your customized item by paying the difference of the new item.
Q:
Can I return just the setting or the diamond from a customized item?
A:
Customized items can only be returned in the same condition we sent to you. You could return the diamond alone for the price you paid for the diamond. The setting alone is not returnable.
Q:
Can I get a refund on items that have been altered by a third party?
A:
We do not offer refunds on items altered by third parties.
Q:
What should I do if I get damaged package?
A:
Do not sign the carriers release if your package is damaged. First check the package contents and see if all the items you ordered match the packing list. If they match, sign the release. If items are missing, tell the carrier to claim your package is damaged and that items are missing. The carrier will fill out a damage claim form for you to sign. After you sign, accept the remainder if your damaged package and a copy of the claim form. If you accept a damaged package without a damage claim, we cannot offer any refunds. After you inspect your items and determine which items are missing, email us with a copy of your claim form and the eBay item numbers of the missing items.
Q:
How long will my refund take?
A:
When we receive your item, we will refund you within 2-3 business days. During our Holiday schedules, refunds will be delayed until we return.
Q:
I am dissatisfied with the item I purchased or your service.
A:
If you are not satisfied with your item or us for any reason, please contact us at contact@diamondzul.com as soon as possible and we will try to resolve the issue. We try to keep all of our customers happy. Please do not post neutral or negative feedback before trying to resolve the problem with us first.
Q:
I am REALLY dissatisfied with the item I purchased or your service and I am going to file a dispute with eBay, PayPal or my Payment processing company.
A:
There no reason to file a dispute for your purchase. We make every effort to keep our customers happy. We always solve the problem to the customers favor. Filing a dispute will only complicate the process of us resolving the problem.