Client care
Returns and exchanges
A simple ecommerce-first returns experience without physical-store steps.
The Diamond Bay Returns & Exchanges
We want every The Diamond Bay piece to be received and enjoyed with confidence. If an eligible item is not right for you, please contact our Client Care team before sending it back.
Return eligibility
Eligible items must be unworn, unused and returned in their original condition with all packaging and proof of purchase. Please contact us promptly after delivery so we can confirm the return window and provide instructions.
Items that cannot be returned
Bespoke commissions, personalised pieces, resized items, engraved jewellery, final-sale items and pieces showing signs of wear cannot be returned unless required by Australian Consumer Law.
How to start a return
Email contact@thediamondbay.com with your order number, the item you wish to return and the reason for your request. Our Client Care team will confirm eligibility and provide the return address and shipping instructions. Please do not send jewellery back before receiving approval.
"All return and refund requests must be submitted within 48 hours of the tracked product delivery timestamp."
Return shipping and assessment
Returned jewellery remains the customer's responsibility until it reaches us. We recommend tracked and insured shipping. Once received, each piece is inspected before a refund or exchange is approved.
Refunds
Approved refunds are issued to the original payment method. Processing times may vary depending on your bank or payment provider. Original shipping charges are not refundable unless the item is faulty or the return is required by law.
Faulty or damaged items
If your order arrives damaged or you believe it has a manufacturing fault, contact us as soon as possible with your order number and clear photographs. Your rights under Australian Consumer Law are not excluded by this policy.
The Diamond Bay Client Care
contact@thediamondbay.com
Eligibility
Return eligible pieces
Unworn eligible items can be returned within the stated return window according to the store policy.
Condition
Original condition
Items should be returned unworn, with packaging and proof of purchase where required.
Support
Start online
Customers can contact the ecommerce support team before sending a return.