Customer care
Shipping & returns
Insured delivery
We provide complimentary insured delivery to serviceable addresses in India unless checkout clearly states otherwise. Availability and the expected dispatch window depend on the design, selected customisation and destination. We will communicate the applicable timeline before or after order confirmation and provide courier tracking when the shipment is created. A signature or identity check may be required for high-value deliveries.
Inspecting your delivery
Check the parcel and item promptly after delivery. Keep the packaging, invoice and certificate. If the parcel appears tampered with, the product is damaged, or the wrong item was delivered, contact us immediately with photographs so we can investigate with the insured courier.
Seven-day exchange support
An exchange request may be raised from your account within seven days of delivery. The piece should be unused, unaltered and returned with its original packaging, invoice and certification. Approval follows inspection. Personalised, engraved, resized or made-to-order pieces may not qualify for a preference-based exchange, but defective, damaged, incorrect or misdescribed goods remain eligible for an appropriate remedy.
Returns and refunds
Submit a return or cancellation request from the order page or contact our team. We will confirm eligibility and return instructions before anything is sent. Approved refunds are returned through the original payment route; the time for funds to appear depends on the payment provider and customer’s bank. Any return-shipping charge will be disclosed before the return is accepted and will not be imposed where the item supplied was defective, damaged or incorrect.
Lifetime gold-value exchange
Eligible Pacific Diamonds pieces may be assessed for exchange against the prevailing value of their verified gold content. Stone value, making charges, taxes, deductions and the condition or authenticity assessment may affect the quotation. We provide the quotation for approval before completing an exchange.
Resizing and repairs
Requests for resizing, repair or certificate assistance can be opened from the customer order page. Feasibility, charges and timing depend on the design and inspection; no work begins until those details are agreed.