return

SHIPPING

IS THE SHIPPING FREE?

Standard shipping to all UE countries is free of charge.
Shipping to all other international countries has a fee. Please consult our designated charts below:

EUROPE

SHIPPING METHOD

COST

TIMEFRAME

STANDARD SHIPPING

FREE

3-5 WORKING DAYS

EXPRESS SHIPPING

12€

2-3 WORKING DAYS






UK & USA

SHIPPING METHOD

COST

TIMEFRAME

STANDARD SHIPPING

8£/

10$

7-10 WORKING DAYS

EXPRESS SHIPPING

13£/

15$

3-5 WORKING DAYS

ALL OTHER INTERNATIONAL

SHIPPING METHOD

COST

TIMEFRAME

STANDARD SHIPPING

12€

DEPENDING ON COUNTRY

WITHIN 3-10 WORKING DAYS

HOW CAN I TRACK MY ORDER?

As soon as your order will be shipped you will receive a shipping update notification by email.

If you create an account on Paloma's at the moment of you purchase you will be able to see real-time shipping updates from the carrier on your Order Status page.

Please note - the average production time before the jewelry is shipped is around 10-15 days. You will receive the shipping update notification when your order is ready and shipped.

If you didn't receive a shipping update within 15 days from your purchase Contact Us for more information.

CAN I PICK UP MY ORDER?

Not yet. We currently do not provide a click and collect service.

CUSTOMS DUTY AND TAXES

International orders may be subject to customs or import duties and tax charges once they reach their destination country outside of the EU. These charges are payable by the customer and we do not currently cover this cost.

COUNTRIES NOT SERVED

Unfortunately we not able to deliver to the following countries:

Comoros, Cuba, Falkland Islands, Iran, Johnston Island, Kiribati, North Korea, Central African Republic, Equatorial Guinea, Guinea-Bissau, Sierra Leone, Syria, Yemen Arab Republic, Mayotte Island, Myanmar, Nauru, Niue, St. Helena, St.Pierre and Miquelon, Sao Tome and Principe, Solomon Islands, Somalia, Sudan, Tajikistan, Tokelu Islands, Tuvalu, Wake Islands.

RETURN

HOW CAN I RETURN OR EXCHANGE MY ORDER?

Our returns period is currently 30 working days and starts from the date you receive your order.


1. REGISTER YOUR RETURN OR EXCHANGE:

Send an email with your order number and reason for the return/exchange to info@palomasdiamonds.com . 

In case of an exchange, make sure to specify the details (model and gold color) of the desired replacement item(s).


2. PREPARE YOUR PARCEL:

We prefer you place the item(s) in the original box or similar solid carton item, and seal the box securely with tape. Print out the return slip we provided you with and place it on the box, over the original shipping label so the bar code can be seen clearly.


3. SEND IT BACK:

We ask you to ship the item(s) to us with DHL.


Paloma's Diamonds will at all times control the returned items prior to processing the refund or exchange. All of our diamonds may be tested for their authenticity and their origin. If damage, harm or alteration is caused to a purchased jewelry item or a diamond item by you or a jeweller or any other third party, our return policy and warranty will not apply, and the item will not qualify for a return, exchange or refund.


REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.


If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please Contact Us.


REPLACEMENTS (IF APPLICABLE)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please Contact Us for information.


RETURN CONDITIONS

We offer a 30-day return and exchange policy. You have 30 days from the date of delivery, for the item(s) to be received back at our warehouse to be eligible for a return or exchange. 

Unfortunately, we can’t accept returns/exchanges of rings or customized jewerly. We provide a free re-sizing service for all of our rings. If the size of the ring you've ordered is not correct, please Contact Us and we will handle your request. Please note that re-sizing and shipping may take 2-3 weeks.

To be eligible for a return, the item(s) must be in unused condition, undamaged, unaltered, without scratches and in original packaging, including diamond certificates where applicable.

We offer a free return for all EU orders.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable):

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery.

RETURN CHARGES

Returns are free of charge for customers based in Europe. For customers based in the rest of the World, the return cost will be communicated after requesting a return by email.

RECEIVING YOUR REFUND

We aim to process all returned orders within 14 working days. However in some cases, due to the current global situation this time frame may be extended to 30 working days. All refunds will be credited to the original credit card.

Please note shipping costs are not refundable.