Refund policy


Returns & Exchanges

If you're not completely satisfied with your purchase, we're sorry to hear that. Return and exchange requests are reviewed case by case, and our team will assess each situation before proceeding.

We offer a 7-business-day return window, starting from the date your order is delivered. Requests submitted after this period cannot be accommodated. International exchanges are currently not supported.

Eligibility

  • Items must be unworn and in their original, undamaged packaging.
  • Proof of purchase is required.
  • Exchanges may be made for items of equal or higher value. If the replacement costs more, we'll notify you by email, chat, or text so you can settle the difference.
  • If the replacement is of lower value, we cannot refund the difference or provide store or online credit.
  • Discounts cannot be applied to additional items during an exchange.

How to Start a Return

Contact us at hello@lovediamonds.ph or through our social media channels before shipping anything back. Items sent without a prior request will not be accepted. Once your request is reviewed, we'll email you the return address and shipping instructions.

Once received, your item will be inspected by our Quality Assurance team. Exchanges can't be processed until the inspection is complete. We'll reach out if we need more information.

Not Eligible for Return or Exchange

  • Change-of-mind purchases
  • Damage caused by improper use, storage, or care
  • Made-to-order, personalized, or customized pieces
  • Courier delays resulting in late delivery

Shipping Fees

Shipping is not complimentary. For approved returns or exchanges, two-way shipping costs are the customer's responsibility, except when the item received was incorrect, defective, or missing.

  • Shipping fees are non-refundable and can't be converted into store or online credit.
  • We strongly recommend an insured courier or LBC.
  • We are not responsible for parcels lost in transit that were not originally dispatched by us. Lost return parcels do not qualify for a refund, exchange, or store credit.

Damaged, Wrong, Defective, or Lost Items

Contact us at hello@lovediamonds.ph within 7 business days of delivery. To start any return, exchange, or refund request, you must send:

  • A clear unboxing video of the parcel (no video, no refund)
  • Clear photos of the item
  • Photos of the original packaging and courier pouch
  • A brief description of the issue

Our courier partner, LBC, requires complete documentation before it will investigate a claim, so we can't proceed without these.

Refunds

Approved returns are typically processed within 5-7 business days of arriving at our studio, and you'll get a confirmation email. After processing, refunds usually reflect in your account within 7-10 business days, but this depends on your bank or payment provider.

If an item is lost in transit, the investigation may take 1–2 months, as it follows LBC's standard 30-day process. Shipping fees remain non-refundable.