DELIVERY
All in-stock pieces are carefully prepared and dispatched within 24 hours of your order (excluding weekends and public holidays). All orders are shipped via Registered Post with tracking provided.
If the piece is not currently in stock, it will be individually handcrafted by our team of artisans. This process takes approximately 2 to 4 days, as each moissanite stone is meticulously set by hand to meet our exacting standards of brilliance and craftsmanship.
International Shipping:
We offer FREE Worldwide Shipping Delivery in 3 to 7 working days . Orders containing personalised items will require an additional day for handling.
Shipping Restrictions:
At this time we are unable to ship orders to certain addresses such as student/campus accommodation, hotels, restaurants, or forwarding addresses. Orders made to any of these addresses will be cancelled.
The delivery address of your order must match the location site on which you place your order. Orders made from a different location site than the delivery address will be automatically cancelled. Please select the correct location site for your order from the link in the corner of every page.
RETURNS AND REFUNDS
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging - incomplete, damaged, worn or altered items cannot be accepted.
To start a return, log in to your Ace Diamonds account, go to the Orders page, select the order you wish to return, and click Return items to submit your return request. Alternatively, you can contact us at info@acediamondsmoissanite.com if you need assistance with your return.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@acediamondsmoissanite.com.
REFUNDS:
We usually accept returns within 1-3 business days of their arrival at our warehouse. During peak times it could take up to 7 business days. Once your return has been accepted, we will immediately request reimbursement and send you a confirmation email.
The time needed to process your refund may vary based on the payment method used:
Credit Card: Our bank will reimburse you within 7 business days of the Return Acceptance Confirmation email. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.
PayPal: You will see the refund in your PayPal account within 24 hours of the Return Confirmation email.
EXCHANGES:
If you wish to change the size and/or color of an item that you purchased, you can do so at no additional cost within 15 days of delivery date. Exchange requests must meet the same conditions as refunds and be approved before return shipping.
EXCLUSIONS:
Special order items, personalised and made-to-order creations, as well as customs design pieces and watches cannot be returned to Ace Diamonds for exchange or refund.