Return/ Exchange Policy
At DiaKraff, we are committed to providing the best products and services to our valued customers. To ensure a seamless shopping experience and address your concerns, we have established the following return policy:
To cancel an order, please contact us within 24 hours of placing the order. However, please note that custom or personalized orders are not eligible for cancellation. If work has already commenced on your order, a restocking/processing fee may apply. Loose diamond orders, whether listed or custom-cut, are non-returnable or cancellable once placed, as we provide all necessary details and share photos or videos of the finished item with customers before shipment.
To initiate a return, please contact us. Once we receive your return request and review it, we will email you the return instructions. Please adhere to our return process to ensure a smooth return. We advise that you return your jewelry responsibly, as we cannot be held responsible for parcels that are lost or held by customs during the return process.
Reserve Your Custom Work
We offer a reservation service for custom designs, subject to a fee. Reservation fees vary based on the type of jewelry you wish to reserve. Please confirm your reservation within 48 hours of placing your order. Once the manufacturing process begins, we cannot reserve your item. If you wish to keep your design confidential, even during production, we can accommodate this for a fee, which is double the standard reservation fee. Please be aware that once an item has been shipped, we cannot reserve it under any circumstances. We reserve the right to modify this policy without prior notification.
Repair & Refund Service
At DiaKraff, we want you to be satisfied with your jewelry purchase. We offer a repair service within the policy time frame. If you encounter any issues with your jewelry, you can choose to repair or exchange it for a fee. We provide a full warranty for 60 days after your jewelry purchase. If your jewelry needs servicing beyond this period, it falls under our Limited Lifetime Service Policy. Please note that having work done by third-party jewelers voids our jewelry warranty. Semi-mount and mount settings are non-returnable and non-refundable. If you experience any defects or concerns with your purchased item, please contact us immediately via our chat box, WhatsApp, email, or phone. Once your refund request is reviewed, we will issue the refund within two business weeks after receiving your returned jewelry.
Limited Lifetime Warranty
We offer a limited lifetime warranty to provide peace of mind. The warranty covers services such as paid center or side stone tightening and complimentary ring cleaning. We also offer precious metal preservation through rhodium plating. Repairs and services not covered under the lifetime warranty can be sent to our office for evaluation, with charges communicated before work is performed. Please note that the warranty is void under certain circumstances, including if your jewelry has been worked on or repaired by a party other than DiaKraff, if you lack proof and the date of purchase, or if you exceed the limited lifetime warranty return time frame.
International Order & Shipping Services
We take precautions to ensure the safety and security of your jewelry. Every order is discreetly packaged, and each piece is presented in an elegant jewelry box.
Ship to an Alternate Address:
For your convenience, we offer an alternate shipping address option, with the exception of PO box addresses and military addresses. Please confirm this with us before dispatch.
PO Box and Military Address:
Please note that we cannot ship valuable jewelry to PO box or military addresses. If you are in such a situation, provide an alternate address for shipping fulfillment.
Package or Item Lost:
We take responsibility for your order until tracking confirms your successful receipt. Before that point, we ensure delivery.
International Shipping Service:
International customers are responsible for customs duties and import fees. We use trusted carriers for international shipments. Tracking information is available within 48-72 hours, and express shipping delivers within 7-9 business working days.
Additional Terms and Conditions:
If you hold your shipment for any reason and experience issues, we cannot assume responsibility. We take care during the shipping process and provide tracking numbers for your convenience. To make changes to your shipping address after shipment, contact us. We reserve the right to alter this policy without prior notice.
Safe Online Transactions:
Your online purchases through DiaKraff are safeguarded by SSL encryption technology, ensuring the security of your credit card information.
Safe Over the Phone Purchases:
If you prefer to make your purchase over the phone, call our customer service team. We are happy to assist you with credit card transactions or bank wire transfers.
Diamond Upgrade Policy
Our diamond upgrade policy is applicable exclusively to IGI/GIA Certified natural diamonds exceeding 1.50 carats in any shape. Notify us before inquiring about an upgrade. The new diamond's price must be at least double that of the original, and the original diamond and certificate must be in reusable condition. Keep in mind that upgrades are not available for gemstones, settings, and jewelry. They are also ineligible for discounts, coupons, or price matches. If your original diamond is rejected, shipping and duties are your responsibility. The Diamond Upgrade Policy is valid for two years from the purchase date.
Thank you for choosing DiaKraff for your jewelry needs. If you have any questions or concerns, please don't hesitate to contact us. We are available 24/7 to assist you.