Customer Service

Contact Us

Have a question for us? We would love to help you out. Give us a call or send us an email.

Toll Free Telephone: 1.800.682.0581

Email: support@ecodiamond.com

Mail: Eco Diamond PO Box 224 Little Chute, WI 54140

Hours: 8 a.m to 5 p.m. CST, Monday through Friday, Holiday Hours may differ

Shipping

We offer FREE shipping on all items throughout our website to the continental United States. Please allow 7 to 10 business days prior to shipping, as all items are handcrafted to order. All engagement ring, wedding ring and custom orders are shipped out UPS 2nd Day Air. All other jewelry orders are shipped UPS Ground. We insure all orders for the value of the product to protect against lost or damaged merchandise. All orders will be shipped signature required. If you are unable to be available for signature required during weekdays, we can arrange for Saturday delivery for an additional fee. You can upgrade to overnight shipping by contacting customer service. Additional charges may apply.

All International orders will be shipped via UPS. Shipping cost will be determined by UPS international rates at the time of order. Any additional country taxes will also be charged at the time of order. Delivery times vary depending on which country we are shipping to. All international shipments are insured for the value of the merchandise.

All merchandise (excluding loose stones) is shipped in a brown leather jewelry box. It is then packed into a discreet padded mailing box for delivery.

Our Guarantee

Eco Diamond® Simulants and Gemstone Jewelry

You can shop worry-free knowing that Eco Diamond's® gemstones are covered by the best guarantee in the business! If any Eco Diamond® Simulant or gem ever fades, discolors or becomes damaged, simply ship your piece of jewelry back to us and we will replace the stone free of charge with a small remounting fee applied, this also applies to accent stones. All manufacturing defects will be automatically repaired or replaced free of charge. Any damage caused by normal wear or accidental damage can be fixed for a small fee. We reserve the right to determine what is or is not a factory defect. Please note that this warranty voids if your ring is worked on by an independent jeweler outside of Eco Diamond®. All international orders are responsbile for the shipping to and from our jewelry department. If we determine that it is a manufacturing defect, the return shipping will be covered by Eco Diamond®.

Eco Diamond® Jewelry

All manufacturing defects will be automatically repaired or replaced free of charge. We reserve the right to determine what is or is not a manufacturing defect. Any missing accent stones will also be replaced free of charge with a small remounting fee applied. Any damage caused by normal wear or accidental damage can be fixed for a small fee. For Eco Diamond® center stones you will want to purchase coverage by an independent jewelry insurance company, we recommend Jewelers Mutual. We want you the customer, to be as happy with your jewelry purchase as we are hand crafting it. Please note that this warranty voids if your ring is worked on by an independent jeweler outside of Eco Diamond®. All international orders are responsbile for the shipping to and from our jewelry department. If we determine that it is a manufacturing defect, the return shipping will be covered by Eco Diamond®.

Return Policy

At Eco Diamond® we hand craft each and every piece to order with you in mind, doing a quality check every step of the way, and making sure you are getting a beautiful piece of jewelry every time. For this reason we do ask that you take your time and make sure that you are choosing the best piece of jewelry for you. We do understand that it can be a hard decision, and so we are here to help you every step of the way, with any questions, or any information or pictures you may need to feel confident in your purchase!

We want you to love your Eco Diamond® purchase. Our return policy is designed to give you plenty of time to get acquainted with your jewelry. If you are not completely satisfied with your purchase for any reason, you have a full 30 days to return or exchange your merchandise. All returns and exchanges must contain merchandise in new condition, including the original jewelry box and be postmarked within 30 days of receiving your order. You may use your own outer shipping box or you may reuse the box we originally shipped your order in. Once we receive the merchandise it will go through full inspection prior to a refund being issued. For Domestic customers the refund will be for the full amount of the merchandise less $25.00 for shipping costs, as free shipping is something we offer to our domestic customers complimentary. For International Customers, your refund will be for the full amount of the merchandise, less the shipping and any international fees or taxes. The 30 days is counted from the day you receive your order from us, not the date you placed the order. Please call us for a Return Authorization number. Please also note we allow one exchange or return per customer. Eco Diamond® is not responsible for lost or stolen items.

Custom Jewelry Return Policy

Our custom rings and jewelry are specially designed just for you with your likes and tastes in mind. We work with you every step of the way to ensure you are getting exactly what you want for the final piece. For this reason, we do not accept returns on any custom item.  For questions about our custom return policies, please call customer service. All deposits for CAD fees are also non refundable if merchandise is not put into production, as the designs are yours to keep. Please note that this policy also applies to any custom cut loose Eco Diamond® Simulants or Eco Diamonds® that we typically do not create and carry in inventory or any ring sizes we do not offer on our website.

Engraving

All rings or jewelry with engraving are considered to be custom and would fall under our custom return policy. For this reason these pieces of jewelry are non-returnable.

Financing Return Policy

We do not accept returns or exchanges on financed jewelry. For questions about our financing policies, please call customer service.

Jewelry Services

Please contact customer service for pricing and instructions for sending your ring in for any of our jewelry services. If it is a repair, the ring will need to be inspected by our repair department here first to determine the work to be done. We will quote you for the jewelry services or repair being performed and we will need to collect payment before starting any service.

Keep your ring looking new! Eco Diamond® customers can send in their rings twice per year for a free cleaning and polishing, re-rhodium plating and inspection to make sure that all of the components of the ring are still in good condition and that none of the prongs are loose.

Please note all international customers are responsible for shipping to and from our jewelry department for any maintenance. If the maintenance is due to manufacturer defect, which we will determine, we will cover the return shipping back to the customer.

Custom Made JewelryNew Clasps
Ring SizingNew Heads
Re-Tip ProngsReplating
New ShanksCleaning / Polishing
Solder Rings TogetherRhodium Plating
Tighten Stones 
Replace Stones