Refund policy
Return & Exchange Policy
What Is Your Return & Exchange Policy?
If you're not completely satisfied with your purchase, we're sorry to hear that. Return and exchange requests are reviewed on a case-by-case basis, and our team will assess each situation before proceeding.
To qualify for a return or exchange:
- Items must be unworn and in their original, undamaged packaging.
- Exchanges may be made for items of equal or higher value.
- If the replacement item costs more, you will be notified via email, chat, or text and asked to settle the price difference.
- If the replacement item is of lower value, Love & Diamonds is unable to refund the difference or provide store or online credit.
- Discounts cannot be applied to additional items during an exchange.
Returns or exchanges are not accepted for:
- 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
Love & Diamonds offers 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.
Return & Exchange Shipping Fees
At this time, shipping fees are not complimentary. For approved returns or exchanges, two-way shipping costs are the customer's responsibility, except where the item received was incorrect, defective, or missing.
Please note:
- Shipping fees are non-refundable and cannot be converted into store or online credit.
- We strongly recommend using an insured courier service or LBC for added protection.
- Love & Diamonds is not responsible for parcels lost in transit that were not originally dispatched by us. Lost parcels returned to us will not qualify for a refund, exchange, or store credit.
For assistance with the return process, contact us at hello@loveanddiamonds.ph or reach out via our social media channels.
Preparing Your Return
Before shipping any item back, please contact us first. All returned pieces must:
- Be unworn
- Include original packaging
- Come with proof of purchase
Once received, your item will be inspected by our Quality Assurance team. Exchanges cannot be processed until this inspection is complete. Our team will reach out if additional information is needed.
Damaged, Wrong, Defective, or Lost Items
We understand that shipping issues can occasionally occur, and we're here to help. If your order arrives damaged, incorrect, defective, or appears to be lost, please contact us at hello@loveanddiamonds.ph within 7 days of delivery.
Documentation requirements:
- Record a clear unboxing video upon receiving your parcel.
- Inspect the packaging for visible damage.
- A video is required to initiate any return, exchange, or refund request — no video, no refund.
Along with the video, please send:
- Clear photos of the item
- Images of the original packaging and courier pouch
- A brief description of the issue
These materials are essential for filing reports with our courier partners. We cannot proceed with an investigation without complete documentation.
When Will I Receive My Refund?
Approved returns are typically processed within 5–7 business days of arriving at our studio. You will receive a confirmation email once processing is complete. Refunds usually reflect in your account within 7–10 business days after processing.
If an item is lost during courier transit, investigations may take 1–2 months, as this involves coordination with LBC's standard 30-day investigation period. Please note that all shipping fees remain non-refundable.