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FAQs
Exchanges & Returns
Any returns must be shipped/postmarked within 14 days of being received. For the return to be accepted the item(s) must be in unused condition, undamaged, unaltered, without scratches and in original packaging, including diamond certificates where applicable. Your return item can either be exchanged for a new item, or you can get a refund for it.
Resized or modified: Rings that have been resized or modified by a third-party jeweler are not eligible for a return or exchange.
Engraving: All items that are engraved are not eligible for a return at any time and are final sale.
Gift cards and promotional items: Cannot be returned or exchanged.
Special orders: All items that are special orders are not eligible for a return at any time and are final sale.
Jewelry with a lab diamond of 0.50 ct or larger: Cannot be returned or exchanged.
Jewelry with moissanite 2 ct or larger: Cannot be returned or exchanged.
Within the EU, UK, Switzerland and Norway all returns and exchanges are free of charge, meaning that both the return shipping and the shipping of any replacement item(s) is covered and provided by Acediamonds.
Outside the EU (except the UK, Switzerland and Norway), customers are obliged to organize and pay for the return shipping. Please note that Acediamonds is not responsible for packages lost or stolen in transit coming back to us for a return and any potential customs duties and sales taxes are non-refundable by us. We'll cover the shipping cost in accordance with our shipping policy.
Engraving: We're unable to change or cancel orders that include engraved items as they are custom made and non-refundable.
If you have received a damaged, defective or incorrect item, contact info@acediamonds.se with a photo of the damage, or the wrong item you received, as well as your order number. We’ll take care of you!
Refunds will be processed once the returning goods have been received at our warehouse and passed the inspection, from which point you’ll receive a refund confirmation email.
If you paid by credit or debit card, direct debit or directly via Klarna’s app or website, the amount will be transferred back to the account or card used within 5 working days, from the time the return has been processed. If you paid via invoice, you will be contacted by Klarna to provide necessary information to process your refund shortly after the refund has been authorized.
If you return your item(s) before you pay your Klarna invoice, please make sure to pause your statement either on your Klarna app or by contacting Klarna’s Customer Support. In this way, you don't have to worry about reminders or late payment fees while you're waiting for us to process the return.
Please note that it can take up to 10 working days for your return to be received and handled at our warehouse and up to 5 more days until the money arrives on your account depending on your chosen payment method.
Refunds may only be issued to the credit card, or in accordance with the Klarna payment method used to make the original purchase.
Shipping & Orders
We currently ship anywhere within Europe.
In-stock orders: Products that are in stock will be delivered within 2-3 business days from purchase to Sweden and Europe.
Out-of-stock: If a product is out-of-stock, we'll provide you an estimated time for it to be shipped. If you’re on a tight deadline, we will do our best to rush your order – just drop us a line at info@acediamonds.se
Mixed delivery time: If your order consists of a mix of in-stock, out-of-stock pieces, the delivery time may change. If the estimated delivery dates are more than 7 days apart, you will receive an email with the option of splitting the delivery of your order. In the event of no response, the entire delivery takes place together.
Please note that shipping to remote areas may be subject to longer delivery time
We offer free standard shipping on all purchases to Sweden. We also offer free express shipping within the European Union, UK, Switzerland and Norway with DHL.
Outside the European Union (except the UK and Norway), customers are obliged to pay €25 for the shipping cost.
In Sweden we use Postnord and for deliveries in Europe we use DHL Express.
Once your package leaves our warehouse you will receive an SMS or email notification that your parcel is on its way along with a tracking number. Your parcel is normally delivered straight to your door.
Depending on the country you’re in, you have multiple options for how to receive your parcel. Most commonly, you will be able to:
- Change the date and time for delivery
- Have it delivered to a service point or locker
- Have it delivered to a different address, like your workplace for example
- Select a different day of delivery
The delivery will require a release signature to ensure that the package has arrived to you safely.
Once your order is shipped, we will send you the tracking number in an email. In case you have not received a tracking number, please reach out to us at info@acediamonds.se
We insure each parcel from the time it enters transit until it is delivered to you, or until you pick it up at your nearest postal service point.
If you allow the carrier to deliver your parcel without signature (e.g. outside your front door), Acediamonds will not take responsibility for the delivery.
We insure all orders from the time it enters transit until it is delivered to you. For any issues with your delivery, just get in touch with us at info@acediamonds.se and we will sort it out.
Warranty
Acediamonds guarantees a lifetime warranty of your Acediamonds jewelry to be free of manufacturing defects. Manufacturing defects can include clasp breakage, loose diamonds or loose prongs.
Manufacturing defects do not include general wear and tear, scratching, stretched chains/rings, lost jewelry, or jewelry damaged due to improper cleaning or storage.
Because we stand behind our designs and our manufacturers, any third-party or outside jeweler altering your jewelry will void your warranty with us! Have a question about your piece or how to care for it? Please reach out to info@acediamonds.se
Taxes & Duties
Within the EU orders are shipped on Delivery Duty Paid (DDP) basis, meaning that all taxes and duties are included in the final price.
Outside the EU orders are shipped on a Delivery Duty Unpaid (DDU) basis, meaning that all taxes and duties are excluded in the final price. Your order may therefore be subject to local taxes and import duties by your local customs authority or the used shipping carrier. We are unable to calculate the exact amount in duties and taxes your order might incur, as these charges are imposed directly by the destination country and vary between countries. Acediamonds does not cover any such taxes, duties or related charges. Taxes and duties incurred on refused or unclaimed packages are not covered by Acediamonds.
Care
Our jewelry is designed to last forever. That's why we feel confident in offering you a lifetime warranty of every piece you buy from us. However, even something as strong as gold and diamonds need a bit of your attention and care. We therefore recommend that you:
- always keep your jewelry stored separately in fabric-lined pouches or boxes to avoid spinning and scratches.
- avoid contact with perfumes, chlorine, lotions, hairspray, cosmetics, detergents and other chemicals as this may affect the color or luster.
- be careful when wearing your chains, try not to get stuck with them or pull them.
- remove your jewelry when bathing, exercising, doing housework etc. to avoid bending, scratching or losing it.
- avoid storing diamonds together, as they can scratch each other.
Solid 18k gold
To maintain the beautifully shiny texture, scrub lightly with a toothbrush and warm water, then dry it with a lint-free cloth or paper towel.
Diamonds
Keep your diamonds sparkling by soaking them it in a warm soapy liquid, brush gently with a toothbrush and then rinse the stone and setting to ensure there is no residue. Dry it with a lint-free cloth or paper towel.
Other Question
Please send us an email to info@acediamonds.se and we will be happy to assist you in any way we can.
We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly, thanks.
All diamonds of 0.50 Carat or larger come with an accompanying certificate from IGI. Smaller diamonds are handpicked to match each other and maintain a quality of at least F/VS.