Refund policy

Returns, Refunds & Exchanges

We want you to love what you ordered. If you don't, ready-to-ship pieces bought online can be returned within 30 days of delivery for a full refund to your original payment method, or exchanged for something else, as long as they are unworn and have all original tags attached.

At a glance

Item Return for refund Exchange
Ready-to-ship jewelry bought online (unworn, all tags attached) Yes, within 30 days of delivery Yes
Earrings (unworn, all tags attached, original backs and seal intact) Yes, within 30 days of delivery Yes
Items bought at 30% off or more No Yes, within 30 days
In-store purchases No, except verified manufacturing defects Yes, exchange or store credit within 30 days
Custom, made-to-order, engraved or resized pieces No (final sale) No

Conditions

  • Items must be unworn and unaltered, in their original condition, with all tags attached and the original packaging, certificates, grading reports and appraisals included. Worn pieces, pieces with removed or missing tags, and pieces showing any wear, damage or alteration are not eligible for return or exchange.
  • Earrings can be returned only if they are unworn, with all tags attached, their original backs and the hygiene seal intact. Earrings used for piercing are final sale.
  • If a returned diamond came with a grading report, the report must be returned with it.

Final-sale items

These items can't be returned or exchanged: custom-designed and made-to-order jewelry (including engagement rings built in our ring builder), engraved or resized pieces, body jewelry, dental grills, gift cards, items marked final sale or clearance, and watches with removed protective seals or signs of wear. Custom and made-to-order orders can't be cancelled once production begins. If you're unsure whether an item qualifies, please ask us before you buy.

How to start a return

  1. Email info@picassogolddiamond.com within 30 days of delivery with your order number and the item(s) you're returning. You can also reach us by live chat.
  2. We'll reply with a return authorization and a prepaid, insured return label for US orders. Please don't send items back without an authorization; unauthorized returns can't be accepted.
  3. Pack the item securely with everything it came with and ship it within 7 days of receiving your authorization.
  4. Once your return arrives and passes inspection, we issue your refund to the original payment method within 5–7 business days. Your bank may take a few more days to post it.

Exchanges

Need a different piece or size quickly? Request an exchange by email. Once approved, you can place an order for the new item and we'll credit the original once we receive and inspect it.

Damaged, defective or incorrect items

If your order arrives damaged, defective or isn't what you ordered, contact us within 5 days of delivery with your order number and photos. We'll make it right with a repair or replacement at no cost to you. See our Shipping Policy for what to do with a damaged, lost or incorrect delivery.

International orders

International returns follow the same conditions. Return shipping is the customer's responsibility, and duties, taxes and original shipping charges are not refundable, except where local law requires otherwise (see UK and EU customers below).

Order cancellations

You can cancel an order before it ships by contacting us as soon as possible. Once an order has shipped, it can't be cancelled; if the item is eligible, you can return it under this policy after it's delivered. Custom and made-to-order orders can't be cancelled once production begins.

Customers in the UK and EU

If you live in the UK or the EU, local law gives you the right to cancel most online purchases within 14 days of delivery without giving a reason. This applies even after an order has shipped, so these rules apply alongside the cancellation terms above. To use this right, tell us within 14 days of delivery by emailing info@picassogolddiamond.com with your order number, then send the item back within 14 days of telling us. Once we receive it, we refund the item price and the standard delivery charge you paid within 14 days. Return shipping is your responsibility. Items must be unworn, with all tags attached. This right doesn't apply to jewelry made to your specifications or personalized, including made-to-order, engraved and resized pieces, or to earrings and body jewelry whose hygiene seal has been removed.

Questions

We're happy to help: info@picassogolddiamond.com · (312) 900-3525 · Picasso Gold & Diamond, 54 E Madison Street, 2nd Floor, Suite 202, Chicago, IL 60602.