Customer Service - Diamond Nexus

Lifetime Stone Guarantee

We are so confident in our patented technology and the heirloom quality of our Diamond Nexus™ alternative that we guarantee our stones for life! With normal wear and proper care, your Diamond Nexus alternative will not chip, crack, or discolor.

 

Sourcing only the finest quality Moissanite comes with its advantages! Rest assured your Moissanite stones will not only last a lifetime, but they will also maintain their superior brilliance, fire, and sparkle! Should any issue arise with your white or colored Moissanite gemstones, we’ll replace them for free. Forever.

 

We are proud to offer our customers the highest quality lab-grown diamonds on the market! Our lab-grown diamonds will perform identically to mined diamonds, and with proper care, will last many lifetimes. We highly recommend purchasing a protection plan through your preferred third-party partner to protect your lab diamonds and jewelry from accidental damage and loss. 

If your stones need repair, you may request a Return Merchandise Authorization for jeweler services.

 

Some limitations apply. Our lifetime stone guarantees do not cover, shipping, labor, such as setting the free replacement stone(s) into your jewelry piece or polishing and rhodium plating. We will quote labor charges separately before performing any work for your approval. Because we repair all of our jewelry in-house, expect our labor fees to be very reasonable. Guarantees do not include lost or missing stones or other color gemstones. Of course, we’re happy to replace a lost or missing stone or color gemstone at a reduced cost for both the stone(s) and labor. Any repair or service performed by a jeweler other than Diamond Nexus voids all stone guarantees. Warranty of jewelry metal and components are covered separately and described in the Free Lifetime Manufacturing Warranty section below.

 

Free Lifetime Manufacturing Warranty

We're committed to the quality and craftsmanship of our jewelry. That's why we offer a Free Lifetime Manufacturing Warranty covering any manufacturing defects. Plus extra benefits on new purchases including two complimentary Spa Days and a One-Time Complimentary Resizing.

 

What's Included:

• Lifetime Manufacturing Warranty: If your product has a manufacturing defect, we'll repair or replace it free of charge.

• Spa Days: Within the first year from date purchase, you get two free Spa Days that include a professional inspection, cleaning, polishing, and rhodium plating (white gold only).

• One-Time Complimentary Resizing: Within the first year from date of purchase, we offer one complimentary resizing, accommodating up to two full ring sizes from the original size.

 

Exclusions:

• Repairs due to wear and tear, lost stones, product loss or theft are not covered.

• Services performed by other jewelers will void our warranty and guarantee policies.

• Non-precious metals (e.g., Tungsten, Titanium) and Eternity Bands cannot be resized.

• Complimentary 18-inch Sterling Silver Chain that is included with your pendant purchase is not covered.

 

For additional questions or to arrange a repair, please contact us here or reach us at +1 (800) 509-4990.

Onsite Jeweler Services

Our staff of experienced jewelers can complete any necessary repairs or maintenance to keep your jewelry looking perfect! If your jewelry requires cleaning, sizing, polishing, tightening, prong repair, rhodium plating, or other repair services, simply log into your My Account to submit a Return Merchandise Authorization request. Once approved, customers in the US and Canada will be provided a packing slip to send their jewelry in for service.

 

Once received, we will perform an evaluation and full inspection of your jewelry. If a warranty issue is found, of course, we will repair the warranty damage or replace the item without charge. For repairs that are not covered under our lifetime warranties, we will issue a quote for your approval before any work is performed. We are happy to work directly with your insurance company to process a claim on your behalf.

 

Free Shipping & Delivery Instructions

All U.S. orders over $100 USD are shipped free with no signature required. Contact Customer Care for expedited shipping options. Members of the military at an APO or FPO will enjoy free shipping, always.

 

If you’re an international customer, shipping charges will be determined at checkout. Duties, taxes, and fees are due upon delivery to the shipping carrier.

 

If you want to check on your order status simply click here to view order details.

Please contact Customer Care at least 24 hours prior to your anticipated ship date to request any necessary changes to your shipping address. We are unable to change shipping addresses after your package has left our facility.

 

Please be aware that Diamond Nexus is not responsible for delays caused by shipping carriers. While we strive to work with reliable and efficient carriers, factors such as weather conditions, logistical challenges, and unforeseen circumstances can impact the delivery schedule.

30 Day Free Returns

If you choose not to keep your jewelry, you can return your item within 30 days for an exchange, store credit, or a refund. Once your return is approved, customers in the US will receive a shipping label and packing slip. Please ensure that all returns are unworn, in new condition, and include all original packaging and documentation. For returns with missing items, a minimum charge of $25 will apply.

 

Important Note:

• Returns must be postmarked within 30 days of receiving your order.

• You may return a maximum of 4 products within a 12-month period.

• Additional fees for shipping are non-refundable.

• Diamond Nexus is not responsible for lost or stolen items.

• Store credit is valid for 3 years from the date of issuance. Store credit older than 90 Days is non-refunable. Any existing store credit older than 3 years will be granted a 6-month grace period, effective immediately as of 10/18/2024.

• Store credit is not a gift card, cannot be transferred, and must comply with Diamond Nexus polices.

• International orders and select other items are not covered under our normal returns and guarantees policy.

Conflict-free Manufacturing

Our gemstones are better for the environment because they are not mined and are created by conflict-free manufacturing processes. Our jewelry is made only with the highest quality materials through our master craftspeople and ships directly from our Wisconsin factory.

Retail Locations

To reduce our carbon footprint and provide the maximum cost savings to our customers, we are solely an e-commerce entity. While we do not have any physical stores, we do offer a generous return policy. See above for details.

My order is “Processing” now what?

You are on your way to receiving an amazing piece of jewelry! Your order will remain in a “Processing” status until it is shipped. Once your order is ready for shipment, you will receive tracking information and your order will moved to a “completed” status. Your tracking information is typically sent via email after 5 p.m. on your anticipated shipping date.

Prices Are Subject to Change

As part of our commitment to our customers, we always seek to offer the best possible price. If your purchase is offered at a lower price within 30 days of the date you receive it, our Customer Care team is happy to offer a price adjustment. From time to time, we adjust prices in response to changing precious metal and gemstone market prices. Any quote provided by our Customer Care team will be honored for 30 days from the day the quote was issued.

That’s Not All, We Do More!

• We have a full Custom Design Studio that can modify any existing piece or create something entirely new. Call +1 (800) 509-4990 to speak with one of our design consultants.
• We can add a heartfelt engraving to most of our rings.
• Need a piece in time for a special event? Give our Customer Care Team a call for a list of in-stock and ready-to-ship options!
• Do you have a piece of jewelry that’s missing stones or could use a restoration? Our team of jewelers can set any Diamond Nexus Alternative, Moissanite, or Lab-Grown stone in your personal setting.

Diamond Nexus is not responsible for lost or stolen items. Please ensure your jewelry is properly insured before sending your items to us.

Have a Question? Contact Us

Our customer care team is here to help you with any questions and to address all of your
concerns. You may contact us directly by email (customercare@diamondnexus.com) or by phone: +1(800) 509-4990. We will respond during our business hours. Additionally, you can submit a contact form here.