We want you to feel confident about purchasing with us, which is why our 30 days return policy gives you plenty of time to return your order. Your item(s) must be in an unworn and pristine condition for a full refund or exchange. Unfortunately, we cannot accept returns for bespoke orders.
All returns will be assessed by our operations team before being accepted. Assessment usually takes between 7-10 days to be processed.
Engraved items cannot be returned for credit or exchanged.
Bespoke and special orders are not eligible for return or exchange.
Resized items are not eligible for return or exchange.
If for any reason you are unhappy with your order and wish to return it for an exchange or refund, simply follow the easy steps below:
For security purposes, under no circumstances write 'diamonds', 'Austen & Blake' or 'diamond jewelry' anywhere on the external packaging or address label of the parcel. Austen & Blake is not responsible for damage or lost package during shipment.
You can also return your order at one of our Austen & Blake stores free of charge. To do this, you'll need to request a drop off appointment with the relevant store either by the website or contacting us. Please note: the stores do not assess the returned items at the point of drop-off. They will be sent to our Quality Assessment Team where they will be deemed suitable to be returned/refunded.
Our returns address is:
A&B Logistics,
Unit 114/115F The Big Peg,
120 Vyse Street,
Birmingham,
B18 6NF
Our returns address is:
DF Logistics
Floor 5 Suite 501,
1235 Bay Street,
Toronto, Ontario,
M5R 3K4
Canada
Once we have received your returned item(s) it will be inspected by our Quality Assessment Team. Should the item be found to have been worn, damaged, resized, altered or tampered with in any way at all, it will not be accepted for refund.
If your item is accepted by our Quality Assessment Team, depending on the payment method used, it will take between 8-10 days for the refund to appear in your account.
We strongly advise that you inspect your item as soon as it arrives and notify us immediately for any defects or damage by contacting us.
The standard timeframe for repairs is 10—14 working days. If you need to send your item for repair, please contact our Customer Care Team. In the unlikely event that there is a manufacturing fault, our Limited manufacturer warranty means we’ll fix your jewelry free of charge. We will assess your jewelry once it’s been received and you’ll be contacted should any charges apply.
If an item must be remade, please allow 2—4 weeks for the process to be completed. For more information about repairs, please get in touch.
We offer resizing options depending on your ring type and complexity. Worn items can be resized except full eternity rings. Refer below for the resizing process and additional information. Our team is always available to help if you have any questions regarding the size of your ring.
Engagement & diamond rings
For plain bands, non-diamond or non-gemstone set rings, we offer complimentary resizing up to two sizes up or down within 30 days after reception of the item.
For any resizing exceeding two sizes, we will charge a fee of $69. For diamond-set or gemstone-set engagement rings (including custom-made rings), items must be assessed in order to ensure whether they can be resized, or whether they need to be remade. In both cases resizing will be complimentary up to two sizes up and down, anything above two sizes will incur a minimum charge of $69.
Eternity rings
Full eternity rings: due to the nature of the setting, full eternity rings cannot be resized and must be replaced within 30 days of receipt. Please contact our team to discuss alternative options for your ring. The price will depend on the cost difference between sizes with a minimum charge of $69.
Half and three quarter eternity rings: due to the nature of the setting, all half and three quarter eternity rings must be assessed in order to ensure whether they can be resized or whether they will need to be remade for which costs will apply. The price will depend on the cost difference between sizes with a minimum charge of $69.
Wedding rings
For plain bands, non-diamond or non-gemstone set wedding rings, we offer free resizing up to two sizes up or down within 30 days after reception of the items. For resizing exceeding two sizes, we charge a fee of $69. All rings will be assessed by our team prior to confirming the price. Diamond-set or gemstone-set wedding rings must be inspected prior to resizing to ensure that the nature of the setting will allow a resizing.
Bespoke rings
We offer complimentary resizing for up to two sizes (+/-) within 30 days of receipt provided that a resizing is possible. For a resizing exceeding 2 sizes we charge a minimum fee of $69. Upon receiving your request, our team will assess if the resizing is possible and discuss it with you. Depending on the complexity of your ring, the resizing may result in additional costs that shall be borne by you. This also applies if the ring has to be made anew from scratch if it cannot be resized as desired. You will be informed about any additional costs in advance. It will then be clarified whether the size change should be carried out.
Rings that need resizing outside of the 30 days resizing policy will incur a minimum charge of $69. Should the ring need to be remade the exact fee will depend on the particular style of the ring.
Bespoke orders are not eligible for exchange or refund. Please contact us to speak with our team for more information.
Our resizing address is:
A&B Logistics,
Unit 114/115F The Big Peg,
120 Vyse Street,
Birmingham,
B18 6NF
Our resizing address is:
DF Logistics
Floor 5 Suite 501,
1235 Bay Street,
Toronto, Ontario,
M5R 3K4
Canada
Still have questions? Our experts are here to assist you.
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