30-DAY RETURN POLICY
Your Diamond Concierge will go above and beyond to ensure you are fully satisfied with your purchase. Should you be unhappy for any reason, Wise Diamonds is proud to honor a full 30-day return and refund policy. In order to qualify for return, customers must submit a Customer Service Inquiry through the Wise Diamonds website within 30 days of receipt of merchandise. The 30 day return window is inclusive of the day of receipt. For example, if a customer receives merchandise on April 3, the last day to initiate a return is May 2.
Receipt is defined as the day the merchandise arrived at the specified address provided by the customer. If the customer has specified that the merchandise be shipped to a Fedex Office for pick up, the date of receipt is the day the merchandise arrives at the Fedex Office and is available for pickup. Although most Fedex Offices will hold packages for up to five business days, customers are strongly encouraged to pick up from Fedex Offices on the day that the merchandise arrives. If the customer has specified that the merchandise be shipped to a friend or family member, the date of receipt is the day the merchandise arrives at the address of the friend or family member and is irrespective of when the actual customer receives the merchandise.
To initiate a return, customers must submit a Customer Service Inquiry within 30 days of receipt of Wise merchandise through the Wise Diamonds website. Should the merchandise fall within the 30-day return window, Wise Diamonds will provide an RMA number and fully-insured return shipping label for a fee, either $25 or $50 USD for domestic shipments. Fees for international customers start at $75 USD. The return shipping label must be purchased within one business day of submitting a return inquiry. Merchandise must be shipped within two business days of receipt of the shipping label. For example, if a customer initiates a return on Wednesday, April 1, that customer must pay for their return label by Thursday, April 2, and must ship the merchandise by Monday, April 6. Shipments dropped off at Fedex after the required date will be rejected, returned to the customer, and will not be eligible for return or refund. Should a customer attempt to return merchandise through another method, such as shipping via another carrier, Wise Diamonds will reject the package and return to the sender.
International clients are responsible for paying for any import tariff, taxes, or duties assessed and charged on return of goods to Wise Diamonds. Those fees may be deducted from the total amount of refund.
Wise’s return policy is a satisfaction guarantee, not a 30-day use window. Finished jewelry must be returned in complete, original, out-of-the-box condition, with original grading certificates, if applicable. In other words, pieces worn during the 30-day period are no longer in original condition and are not eligible for return. Loose diamond purchases must be returned with the original grading certificate and in their original condition. Wise Diamonds will check to ensure both loose diamonds and set diamonds match their corresponding grading certificates. Finished jewelry must be returned in full; Wise Diamonds will not accept partial returns of finished jewelry, such as returning only the setting or only the loose diamond. Clients unsure about setting styles are encouraged to consider Wise Diamonds’ Proposal Setting program.
Once your return is received and confirmed, your refund will be processed in 5-7 business days to the original form of payment, when applicable. If necessary, your refund will be provided via ACH or check. Wise Diamonds will only provide refunds in the form of USD and cannot refund in other currencies or cryptocurrencies.
Returned items are not eligible for immediate re-purchase and must go through an extensive intake process. In other words, if a customer creates a custom setting and wants to “return” the ring then immediately re-purchase the ring in order to avoid re-setting fees, that is not an option. Please see below for re-setting and removal fees.
Items purchased from “Ready to Ship” that are returned within 30 days carry the following re-stocking fees:
Delicate Collection: $25 USD
All other Ready to Ship items: $75 USD
ITEMS NOT ELIGIBLE FOR RETURN OR REFUND
Jewelry that has been worn and is no longer in original, out-of-the-box, new condition is not eligible for refund or return.
Any commissioned diamonds are not eligible for refund or return and are considered final sale.
Any additional services such as upgraded shipping fees, secondary third-party gemological grading, engraving fees, or re-setting fees are not refundable.
Custom masculine wedding bands or those with a band that is 4mm in width or larger are not refundable and are final sale.
Some custom pieces and loose diamond purchases may be ineligible for return and are considered final sale with pre-payment written confirmation and consent from the client.
Some solitaire engagement rings, as noted by a Diamond Concierge, are eligible for Wise’s Proposal Setting policy. Proposal Settings may be returned within 18 months of purchase for re-setting by Wise Diamonds. The entire cost of the original setting may be applied toward the purchase of a new setting. The new setting must be of at least equal or higher value than the original setting, and the diamond + new setting must total $5,000 USD in cost.
LOOSE DIAMOND INSPECTION
To ensure you love a diamond prior to committing to a full piece of jewelry, we recommend purchasing the lab diamond loose. Subsequent to final payment, Wise Diamonds will ship the diamond to you. You will have 30 days to inspect and decide to keep or return the diamond. If you would like Wise Diamonds to set the diamond for you, you will be provided with a complimentary fully-insured shipping label to return the diamond to complete the custom design process. Should you elect to return the diamond and not set it with Wise Diamonds, you are responsible for return shipping. Please note that loose diamond inspection is limited to one diamond per client and is not a good way to see multiple diamonds in person.
RE-SETTING AND REMOVAL FEES
Upon placing a 20% deposit, your concierge will work with you to develop a custom piece of jewelry using computer-aided design and photorealistic renderings. Wise’s Concierge and Design team have years of experience creating beautiful, long-lasting jewelry, and will offer guidance and suggestions throughout the process. Wise Diamonds Concierges may also caution against design styles requested by clients for structural and aesthetic reasons, and will alert a client with written notice that the client’s requests are ill-advised. Wise Diamonds’ 30-day return and refund policy does not extend to re-setting a center diamond into a completely new design, should the client change his/her mind about his/her preferences for the setting.
Wise Diamonds reserves the right to enforce the following re-setting fees should the final piece of jewelry be compliant with the client’s original requests and renderings, but no longer desired:
14k and 18k Solitaires: $500 USD
Platinum Solitaires: $1,000 USD
Custom non-solitaires: starting at $500 USD (client will receive a custom quote to re-set the piece of jewelry)
Should you decide to forego the setting after production, and the ring is in original, out-of-the-box condition, the client can receive full credit for a returned setting, less a removal fee starting at $500 USD (client will receive a custom quote to remove the center stone). Client is responsible for return shipping. If a client has been wearing the ring for some time and has decided that he/she no longer likes the setting, that piece is not eligible for a removal refund. Wise Diamonds would be happy to design and create a new setting starting at $500 USD (client will receive a custom quote to re-set the diamond into a new setting).
Due to the bespoke nature of our work, Wise Diamonds does not sell loose mountings or settings. Due to our jewelry warranty, Wise Diamonds will not set outside gemstones of any kind.
SF bay area and NY area residents are welcome to drop off a ring for first-time re-sizing at our San Francisco or New York locations at no charge. For those outside of these areas, a re-sizing fee of $50 USD will be required, which covers fully-insured shipping both ways. In the event a ring must be completely re-cast due to significant incorrect ring size (2+ sizes), a re-setting fee will be charged, starting at $500 USD. Please note that the complimentary re-size applies only to the first re-size. Clients are encouraged to re-size a ring only once. Additional re-sizes may incur an additional fee, which may be up to a full re-setting fee.
Please note that masculine wedding bands or wedding bands that are 4mm in width or larger require a $50 USD fee per re-size. These bands may only be re-sized once or twice depending on the style and may never be sized a third time.
RINGS THAT CANNOT BE RESIZED
Strong Collection rings must be exchanged for a different size ring within 30 days of receipt. Eternity bands, and those rings for which a concierge has provided pre-payment notice of inability to re-size, are ineligible for complimentary re-sizing and will require full exchange within 30 days. Due to the bespoke nature of Wise’s eternity bands, re-stocking fees for eternity bands are quoted on a case by case basis and start at $400 USD.
Please note that all Strong Collection and Eternity Band exchanges that require different sizes will NOT be the same ring, but rather will be a replacement ring. Those looking to ensure the ring included in their nuptial ceremony remain their eternal rings are encouraged to consider non-Strong Collection and non-eternity bands that can be re-sized rather than replaced. Ready to begin your bespoke piece? Schedule a consultation with a Wise Diamonds Concierge today!