Refund policy

Last Updated: August 19, 2026

At Ecstatic Diamonds, each order is handled with care, and many of our pieces are made, sourced, or customized specifically for the individual client. Please review the following policy before completing your purchase.

Standard Returns

Eligible, non-custom merchandise may be returned within 14 calendar days of confirmed delivery.To be eligible for a return, the item must be:

  • Unworn and unused;

  • In its original condition;

  • Free from damage, alteration, resizing, or other modification;

  • Returned with its original packaging and any certificates, documentation, or accessories provided with the piece; and

  • Accompanied by proof of purchase.

All returns are subject to inspection and approval by Ecstatic Diamonds.Items that do not meet these requirements may be refused and returned to the customer.

Return Authorization

Please do not send jewelry back to us without first contacting Ecstatic Diamonds.

To request a return, contact us at [CUSTOMER SERVICE EMAIL] within the applicable return period.If your return is authorized, we will provide return instructions, including the appropriate return address and shipping requirements.

Items sent to us without prior authorization may not be accepted or processed.

Because jewelry shipments can be of significant value, customers should not independently return merchandise without following the provided instructions.

Custom, Made-to-Order & Special-Order Jewelry

The following purchases are final sale and are not eligible for return, exchange, or refund, except where required by applicable law or where an item arrives damaged, defective, or materially different from the confirmed order:

  • Custom-designed jewelry;

  • Made-to-order jewelry;

  • Special-order merchandise;

  • Merchandise sourced specifically at a customer's request;

  • Personalized or engraved pieces;

  • Jewelry that has been resized, altered, modified, or otherwise customized at the customer's request;

  • Pieces produced or configured according to customer-selected specifications; and

  • Any merchandise otherwise identified as final sale before purchase.

This includes pieces ordered according to customer-selected specifications such as gold purity, dimensions, length, size, diamond type or specifications, setting, finish, or other individually requested characteristics.

Because these pieces are created, sourced, or modified specifically for the customer, they cannot ordinarily be returned to inventory and sold as new merchandise.

Deposits & Payments Toward Custom Orders

Deposits and other payments made toward custom, made-to-order, special-order, or sourced-to-order merchandise are non-refundable once work, sourcing, procurement, or production has begun.

If you request cancellation before work or sourcing has begun, please contact us as soon as possible. Any cancellation or refund eligibility will depend on the status of the order at the time the request is received.

Once materials have been ordered, merchandise has been sourced, customization has begun, or the piece has entered production, the order cannot be cancelled or refunded.

Damaged, Defective or Incorrect Items

Please inspect your jewelry promptly upon delivery.

If your order arrives damaged, defective, or materially different from the specifications confirmed for your purchase, contact us promptly at [CUSTOMER SERVICE EMAIL]and provide your order information along with photographs or other information reasonably requested to evaluate the issue.

If we determine that an item was damaged, defective, or incorrect upon delivery, Ecstatic Diamonds will work with you to provide an appropriate resolution, which may include repair, replacement, exchange, or refund depending on the circumstances.

Do not return the item before receiving return instructions from us.

Exchanges

Eligible standard merchandise may be exchanged within the same 14-day period, subject to the same condition and inspection requirements applicable to returns.

Any difference in price between the original item and the replacement item must be paid before the replacement is provided.

Custom, made-to-order, special-order, personalized, sourced-to-order, resized, altered, or otherwise customized pieces are not eligible for exchange unless otherwise agreed to by Ecstatic Diamonds in writing.

Return Shipping

Customers are responsible for return shipping costs for ordinary returns and exchanges unless the return results from an item that Ecstatic Diamonds determines was damaged, defective, or incorrect upon delivery.

Because of the value of fine jewelry, all returns must follow the shipping instructions provided by Ecstatic Diamonds. Where we provide a prepaid or insured return label, the applicable return-shipping cost may be deducted from the customer's refund unless the return is due to our error.

Original shipping charges, if any, are non-refundable except where required by law or where the return results from our error.

Ecstatic Diamonds is not responsible for merchandise returned contrary to our return instructions or without appropriate tracking and insurance.

Refunds

Once an eligible return is received, it will be inspected before a refund is approved.

We will notify you after the inspection has been completed. If approved, the refund will be issued to the original payment method or applicable financing provider, as appropriate.

Please allow up to 10 business days after approval for Ecstatic Diamonds to process an eligible refund. Your bank, card issuer, payment processor, or financing provider may require additional time to post or reflect the refund.

Refunds involving third-party financing are also subject to the applicable financing provider's processing procedures and account adjustments.

Financing

Purchases made using third-party financing remain subject to this Refund / Return Policy.

Approval for financing does not change whether an item is eligible for return, cancellation, or refund.

If an eligible financed purchase is refunded, the refund will be processed through the applicable financing provider in accordance with its procedures. Any outstanding balance, payment schedule, interest, fees, or other financing matters are governed by your agreement with that provider.

Ecstatic Diamonds does not control how quickly a financing provider updates or adjusts a customer's financing account after a refund has been submitted.

Payment Disputes & Chargebacks

If you believe there is an issue with an order, return, cancellation, or refund, please contact Ecstatic Diamonds first so that we have an opportunity to review and resolve the matter.

Initiating a payment dispute or chargeback does not expand or replace the return, cancellation, or refund rights provided under this policy.

Where a payment dispute or chargeback is initiated, Ecstatic Diamonds may provide relevant transaction records to the payment processor, financing provider, card issuer, or financial institution reviewing the dispute. Such records may include order specifications, customer communications, payment records, production or customization records, shipping and delivery confirmation, return-policy acceptance, and other documentation relevant to the transaction.

Nothing in this section limits any rights available to you under applicable law.

International Orders

Return eligibility for international orders is subject to this policy and any mandatory consumer rights applicable in the customer's jurisdiction.

Customers are responsible for any return shipping costs, duties, taxes, customs charges, or other costs associated with an ordinary international return unless otherwise required by law or the return results from an error by Ecstatic Diamonds.

Certain jurisdictions may provide consumers with cancellation or return rights that cannot legally be waived. Where those rights apply, Ecstatic Diamonds will comply with applicable law.

Contact Us

To request a return or exchange, report an issue with an order, or ask a question regarding this policy, please contact:

Ecstatic Diamonds
Email: clientcare@ecstaticdiamonds.com
Instagram: @ecstaticdiamonds

Please contact us before shipping any merchandise back to us.