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Sterling Diamond
Sterling Diamond
Book Appointment0207 499 6613

25 Burlington Arcade, Mayfair, London W1J 0PT

Mon–Sat: 10:00–18:00, Sun: Closed

Legal

Returns & Refunds

Our returns policy for watches, jewellery and accessories.

1. Overview

At Sterling Diamond, we want you to be completely satisfied with every purchase. If for any reason you are not entirely happy with your order, we are here to help. This policy outlines your rights and the process for returning items purchased from our website at sterlingdiamond.co.uk or our boutique at 25 Burlington Arcade, Mayfair, London W1J 0PT.

2. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason.

The cancellation period expires 14 days from the day on which you, or a person you nominate (other than the carrier), physically receives the goods. For multiple items ordered in one order but delivered separately, the cancellation period runs from the day you receive the last item.

To exercise your right to cancel, you must notify us of your decision by a clear statement. You may contact us by:

3. Conditions for Returns

To be eligible for a return, the item must meet the following conditions:

  • The item must be returned within 14 days of receiving your goods
  • The item must be unworn, unused and in the same condition as when you received it
  • The item must be in its original packaging, including the box, pouch, dust bag and any protective materials
  • All tags, labels, certificates, warranty cards and documentation must be intact and included
  • Watches must have all protective stickers and films in place
  • The item must not show any signs of wear, scratching, alteration or damage

We reserve the right to refuse a return or apply a restocking deduction if items are returned in a condition that does not meet the above requirements.

4. Items Not Eligible for Return

The following items cannot be returned or exchanged unless faulty:

  • Bespoke or custom-made items: jewellery or watches made or modified to your personal specifications
  • Personalised or engraved items: products that have been engraved or personalised at your request
  • Resized jewellery: rings or bracelets that have been resized after purchase
  • Items with broken seals: products supplied sealed for hygiene or protection purposes where the seal has been broken (e.g. earrings)

5. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact us by email at info@sterlingdiamond.co.uk or by phone on 0207 499 6613 with your order number and reason for return.
  2. Receive a Return Authorisation – our team will provide you with a return authorisation number and shipping instructions.
  3. Package the item securely in its original packaging, including all accessories, certificates and documentation.
  4. Ship the item using a fully insured, trackable delivery service. We recommend obtaining proof of postage.
  5. Notify us of the tracking number so we can monitor the return shipment.

Alternatively, you may return items in person at our boutique during opening hours by prior arrangement.

6. Return Shipping Costs

If you are exercising your right to cancel within the 14-day cooling-off period, you are responsible for the cost of returning the item to us unless the item is faulty or not as described.

Given the high value of our products, we strongly recommend that all returns are shipped using a fully insured, tracked and signed-for delivery service. Sterling Diamond is not responsible for items lost or damaged in return transit.

If the item is faulty or we have sent you an incorrect item, we will arrange and cover the cost of return shipping.

7. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Inspection typically takes 3–5 working days from receipt of the returned item.

If approved, your refund will be processed to the original payment method within 14 days of us receiving the returned item or evidence that the item has been sent back, whichever is earlier. The refund will include the price of the item and the original standard delivery charge (if applicable).

Please note that your bank or credit card company may take additional time to process and post the refund to your account.

If you paid by bank transfer, please provide your bank account details when requesting the return so that we can process your refund promptly.

8. Exchanges

We are happy to offer exchanges subject to availability. If you wish to exchange an item for a different product, please contact us to arrange this. The returned item must meet the same conditions as outlined in Section 3.

If the replacement item is of a higher value, you will be required to pay the difference. If the replacement item is of a lower value, we will refund the difference to your original payment method.

Exchange items will be dispatched once the original item has been received and inspected.

9. Faulty or Damaged Items

If you receive an item that is faulty, damaged or not as described, please contact us within 48 hours of receipt. Please provide:

  • Your order number
  • A description of the fault or damage
  • Photographs clearly showing the issue

We will assess the issue and, at our discretion, offer a full refund, replacement or repair. We will cover return shipping costs for confirmed faulty or damaged items.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. If goods are faulty, not as described or not fit for purpose, you may be entitled to a repair, replacement or refund beyond the 14-day cancellation period.

10. Late or Missing Refunds

If you have not received a refund within the expected timeframe, please:

  1. Check your bank account or credit card statement again
  2. Contact your credit card company or bank, as processing times may vary
  3. If you have done both and still have not received your refund, contact us at info@sterlingdiamond.co.uk

Contact Us

For any questions regarding returns and refunds, please contact us:

Last updated: February 2026