Shipping and Returns
Your orders are shipped via our proven logistics partner DHL, TNT and UPS. All orders are insured up to your doorstep. The insurance policy loses its validity when the goods are handed over to the recipient or the person ready to receive the parcel. We pack your orders well and securely against external influences. The packages themselves do not give any indication of the contents from the outside. The jewellery is made to order. All pieces of jewellery are custom-made and can be tailored to the wishes of our customers. On the product detail pages you can find more detailed information about delivery times. Once the manufacturing process is complete, the jewellery is handed over to the shipping service and you will receive a tracking number by email. With this number you can track your shipment via DHL | Tracking, TNT | Tracking and UPS | Tracking. If the recipient is not at the specified address during delivery, the delivery agent will try to contact the recipient to arrange a new appointment. If contact is unsuccessful, the package will be left at the nearest Access Point for collection by the recipient. If the recipient does not collect the parcel within three days, the parcel will be returned to "DIAGEN" Diamond. In case of unavailability of the ordered goods, we reserve the right not to deliver. In this case, we will inform you immediately and refund any consideration already received without delay..
- Your order will be delivered free of charge by DHL, TNT or UPS.
- The respective delivery conditions and general terms and conditions of the delivering shipping service provider apply.
- Your order is the responsibility and assurance of Diagen Diamond until it is delivered to you by the shipping carrier.
- The product you purchase will be prepared especially for you according to the preferences you specify when placing your order. In a special for jewellery box, product certificate, invoice and delivery note are delivered safely to the address you specify, together with a gift note in very special packaging.
- If you wish, you can specify different delivery and billing addresses so that your invoice reaches you and your gift reaches your loved ones.
- You can check the status of the order and when it has been handed over to the shipping service provider on the detail page of the product you have purchased. (1-14 working days for products in stock, 5-20 working days for products that need to be produced).
- Your orders will be handed over to the shipping service provider except on public holidays and within working days. Delivery times based on the regular provisions of the shipping service providers and the corresponding selected shipping method.
- When your order is handed over to the shipping service provider, you will be informed by e-mail with a tracking number for Track & Trace and on the associated status page of the shipping service provider you can track the shipment.
- If the recipient cannot be found at the delivery address or if there is any other reason for an obstacle to the delivery of your consignment, you will be informed of this and you will have the opportunity to correct this within the deadline set by the shipping service provider. If the delivery obstacle is not corrected within the time limit set by the shipping service provider, the return will be made to "DIAGEN" Diamond.
- Check your shipment for damage and missing items at the time of delivery and compare them against the attached delivery note. If you think that items are missing or damaged, do not accept the shipment. Inform the Customer Service "DIAGEN" Diamond via the contact form of the complaint you have about your order. After appropriate examination, you will again receive your order as soon as possible. If you accept the delivery, you accept at the same time the complete fulfilment of the service of the shipping company.
- For any questions you may have or complaints regarding your order, you can contact us at any time via the contact form.
Returns, return and exchange conditions for the online shop
The following conditions apply only to the "DIAGEN" Diamond Online-Shop:
- The product images shown in the online shop may have conditional reality deviations. When you hold the jewellery live and in real life, you will notice that the jewellery offered for sale in the "DIAGEN" Diamond Online Shop is much more elegant and exclusive than its depicted photographs.
- You have 14 days from the date of delivery to return the jewellery you have purchased from the "DIAGEN" Diamond online shop and receive a full refund of the purchase price paid. This does not apply to goods that have been manufactured according to the buyer's special requirements. The Seller considers such goods to be custom made, in particular rings, engagement rings, rings with stones, necklaces and bracelets, which are of a different size to those in stock, as these must be made or adjusted before delivery to the Buyer. In the same sense, the Seller also considers such goods that have been engraved or otherwise prepared according to the Buyer's request (personalised products).
- In order to use the right of return, "DIAGEN" Diamond must be informed of your decision to cancel your purchase within this 14-day period.
- You can use the contact form for notification.
- If you carry out the return process without the consent of "DIAGEN" Diamond, your return consignment will not be accepted and will not be accepted.
- The consumer cannot exercise the right of withdrawal for goods that have been manufactured according to the very specific wishes and requirements of the buyer or have been personalised by means of modifications/additions.
- The orders you wish to return must be sent to the address provided by us together with the product, the invoice, the waybill/delivery note, the certificate, the insurance forms and the gift items, if any. VAT and other legal obligations, if any, of the products whose original invoice is not enclosed will not be refunded.
- After receipt of the return, the purchase costs of the item of jewellery will be credited back to the account specified by you.