De Beers Jewellers After Sales Services T&Cs

De Beers Jewellers (“De Beers”) offer the following After Sales Services as our service commitment to you.

Please note some of our services are complimentary and they only apply to De Beers jewellery purchased directly from us (either in any of the De Beers stores listed on our website or online from our De Beers website or our De Beers WeChat Mini Programme) or from one of our authorised marketplaces (Farfetch, Tmall, JD.com or Net-a-Porter), except where the jewellery has been purchased with a staff discount or at any sample sale. We will charge for any services that you wish us to carry out on any De Beers jewellery that has been purchased from any other third party, or purchased with a staff discount or at any sample sale. Please see the details of each After Sales Service below.

After Sale Services:

Annual Service

When you purchase jewellery from De Beers, you embark on a journey designed to last a lifetime. We recommend having your jewellery checked by our experts annually. Following a thorough inspection, if suitable, your jewellery will also be professionally cleaned.

This annual service is designed to ensure that each diamond or gemstone is securely set in the jewellery, and that any clasps or safety locks are functioning properly. If any repairs or remedial work are required, we will provide you with an analysis of the condition, details of the recommended work, and a quote for the cost (unless these are covered by our lifetime manufacturing guarantee).

Please note that the annual service process may uncover hidden damage. Should this occur, the relevant De Beers store or our Client Services team will get in touch to provide a quotation for the necessary repairs (if not covered by our lifetime manufacturing guarantee).

While the annual service is designed to help maintain your jewellery, future repairs or adjustments may still be required over time.

This annual service is complimentary for De Beers jewellery purchased directly from us (either in any of the De Beers stores listed on our website or online from our De Beers website or our De Beers WeChat Mini Programme) or from one of our authorised marketplaces (Farfetch, Tmall, JD.com or Net-a-Porter), except where the jewellery has been purchased with a staff discount or at any sample sale. If the De Beers store that you purchased your jewellery from is not listed on our website, please contact clientservices@debeers.com for further information. For all items of jewellery not purchased directly from us or our authorised marketplace, or purchased with a staff discount or at any sample sale, we shall charge for each annual service. We will confirm the cost of the annual service before proceeding.

Cleaning

We offer a complimentary cleaning service to ensure your diamond Jewellery maintains its brilliance, for De Beers jewellery purchased directly from us ( either in any of the De Beers stores listed on our website or online from our De Beers website or our De Beers WeChat Mini Programme) or from one of our authorised marketplaces (Farfetch, Tmall, JD.com or Net-a-Porter), except where the jewellery has been purchased with a staff discount or at any sample sale. If the De Beers store that you purchased your jewellery from is not listed on our website, please contact clientservices@debeers.com for further information. For all items of jewellery not purchased directly from us or our authorised marketplace, or purchased with a staff discount or at any sample sale, we shall charge for each cleaning service. We will confirm the cost of the cleaning service before proceeding.

Depending on the style and structure of the piece, our experts will determine the appropriate method for cleaning. To explore available options, please contact a De Beers store or our Client Services team.

Please note the cleaning process may uncover hidden damage. Should this occur, the relevant De Beers store or our Client Services team will get in touch to provide a quotation for the necessary repairs (if not covered by our lifetime manufacturing guarantee).

You may also refer to our guidelines for cleaning and caring for your De Beers jewellery.

Engraving

Personalise your De Beers jewellery with our engraving service. The options available will depend on the style and structure of your jewellery. To explore your options, please contact a De Beers store or reach out to our Client Services team.

We reserve the right to decline any engraving requests that contain offensive or unlawful language. Please ensure the accuracy of any wording you provide for engraving, as you are responsible for its correctness. We will charge you in the event that the wording you provide us is incorrect and you require that the engraving is removed and re-engraved.

Where engraving is available for the type of jewellery that you purchased, our engraving service is complimentary for the first engraving on each item of De Beers jewellery provided that we receive your request within 3 months of the date you purchased the item and you purchased the item directly from us (either in any of the De Beers stores listed on our website online from our De Beers website or our De Beers WeChat Mini Programme) or from one of our authorised marketplaces ( Farfetch, Tmall, JD.com or Net-a-Porter), except where the jewellery has been purchased with a staff discount or at any sample sale. If the De Beers store that you purchased your jewellery from is not listed on our website, please contact clientservices@debeers.com for further information. For all items of jewellery not purchased directly from us or our authorised marketplaces, or purchased with a staff discount or at any sample sale, we shall charge for each engraving request. We will confirm the cost of the engraving before proceeding.

Adjustments

To ensure a perfect fit, we offer a jewellery adjustment service on De Beers rings, chain necklaces and bracelets, diamond necklaces and bracelets and earrings. The adjustments available will depend on the style and structure of your De Beers jewellery.

  • Rings: Our experts in our De Beers stores or Client Services will advise whether your ring can be resized and by how many sizes.
  • Chain Necklaces and Bracelets: These can typically be shortened or lengthened by up to 4 cm. Lengthening by over 4cm may be possible depending on the style and structure of your chain necklace or bracelet, please discuss the options with our experts in our De Beers stores or Client Services team. We will charge for lengthening of over 4cm and we will confirm the cost of the adjustment before proceeding.

To explore available options, please contact a De Beers store or our Client Services team.

Our adjustment service is complimentary for one adjustment on rings and shortening or lengthening by up to 4cm chain necklaces and bracelets provided that we receive your adjustment request within 3 months of the date you purchased the item and you purchased the jewellery directly from us (either in any of the De Beers stores listed on our website online from our De Beers website or our De Beers WeChat Mini Programme) or from one of our authorised marketplaces (Farfetch, Tmall, JD.com or Net-a-Porter), except where the jewellery has been purchased with a staff discount or at any sample sale. If the De Beers store that you purchased your jewellery from is not listed on our website, please contact clientservices@debeers.com for further information. We shall charge for: (1) any further adjustments; (2) any lengthening of chain necklaces or bracelets over 4cm; (3) any adjustment requests received more than 3 months after you purchased your jewellery; and (4) any adjustments on items that were purchased from any other third party, or purchased with a staff discount or at any sample sale. We will confirm the cost of the adjustment before proceeding.

Due to their style and structure, adjustments for: (1) diamond necklaces and bracelets; and (2) earrings, are not always possible and will need to be evaluated on a case-by-case basis. We shall charge for all adjustments carried out on diamond necklaces and bracelets or earrings. We will confirm the cost of the adjustment before proceeding.

Due to their structure, we cannot carry out adjustments on bangles.

Polishing

We recommend polishing your De Beers jewellery only a few times throughout its lifetime to preserve the integrity of the piece.

It is not always possible to polish some pieces of jewellery and the polishing options available will depend on the style and structure of your jewellery. For more information on your specific options, please contact a De Beers store or our Client Services team

We shall charge for all polishing. We will confirm the cost of the polishing before proceeding.

Repairs and Restoration

Our De Beers repair and restoration service encompasses a wide range of options, from minor maintenance repairs to diamond remounting and complete restoration. For more information on your specific options, please contact a De Beers store or our Client Services team

We shall charge for all repair and restoration work. We will confirm the cost of the repair or restoration work before proceeding.

After Sales Services Procedures:

If your jewellery requires care or maintenance, we're here to assist. Whether you prefer to visit one of our stores or connect with our Client Services team, we provide tailored support. Below is an overview of the after-sales service process, which will vary depending on whether you visit us in store or contact us online.

Request for service in store

If you have brought your De Beers jewellery in store to request one of our After Sales Services, our in-store team will conduct an initial visual inspection of your De Beers jewellery and discuss the options available to you.

If we can confirm the cost of your requested service in store, we will discuss and agree this with you during your visit. If we are unable to provide a quote in store, we will send you the quote via email at a later date once the piece has been received by the workshop and a visual assessment has taken place.

We will take all necessary steps to ensure the security of your items in accordance with De Beers policies and procedures and issue you documentation confirming we have your De Beers jewellery.

Request for service via Client Services

If you contact our Client Services team via phone, Live chat, email or through our social channels to request one of our After Sales Services, our Client Services team will discuss the options available to you for your De Beers jewellery.

Client services will email you requesting further information regarding your De Beers jewellery. You will need to provide the following information:

  • Name of original purchaser
  • Date and location of purchase
  • Batch/serial number of the piece (this can be found on the invoice, authentication card, and on the piece of jewellery itself)
  • Contact telephone number
  • Collection address
  • Photographs of the damage (only applicable for repair requests)

Once this information has been provided our Client Services team will advise on next steps and if appropriate arrange for packaging to be delivered to your address or advise a De Beers store for the jewellery to be dropped off.

De Beers may, at its discretion and without obligation, provide you with a complimentary shipping and packing kit, depending on the nature of the jewellery and your location. However, De Beers reserves the right to determine the eligibility and availability of such complimentary shipping on a case-by-case basis.

If you opt to arrange the pickup and delivery of your jewellery, it is essential to strictly follow the packing instructions provided by the De Beers Client Services team. Please note that certain pieces may not be eligible for shipping (including, for example, and without limitation, if the value of your jewellery exceeds what we can accept via courier), and in such cases, they must be delivered directly by you to the De Beers store designated by our Client Services team.

De Beers shall not be responsible for any damage, destruction, loss, or theft in the event that you ship such products to De Beers without our express authorisation. If you do choose to ship such jewellery (with or without our express authorisation) we strongly recommend that you take out an appropriate insurance policy to cover any loss you may suffer if the jewellery is damaged, destroyed, lost or stolen in transit.

If you choose to ship your jewellery to De Beers at your own cost, via a carrier not expressly authorised by us, or using your own packaging materials, or otherwise not in accordance with our instructions then you shall be responsible for any costs arising out of such shipment (including, without limitation, any administrative, handling, delivery, insurance costs, the cost of returning your product to you (unless expressly agreed in writing) or any duties or taxes). We will not be able to return any of your packaging materials if you choose to ship your jewellery in your own packaging materials. De Beers shall also not be responsible if your product is damaged, destroyed, lost or stolen in transit and you paid for the shipment at your own cost, you chose to use a carrier not expressly authorised by us or you did not package your product in accordance with our instructions. If you do choose to ship your product at your own cost, via a carrier not expressly authorised by us or otherwise not in accordance with our instructions then we strongly recommend that you take out an appropriate insurance policy to cover any loss you may suffer if the relevant product is damaged, destroyed, lost or stolen in transit.

Once your De Beers jewellery has been received, our Client Services team will send you an email confirming receipt of your jewellery.

Initial Assessment and Quotation

If we have confirmed to you that your item needs to be visually inspected by our workshop before we can provide a quote, it will be sent to one of our workshops where a full condition analysis will be carried out and you will receive by email the condition analysis, recommended work required, a quote for the cost of the work and the estimated length of time to complete the work. This quote is issued on the basis of our visual inspection only and so our quote is subject to change if we uncover any further damage once we begin the service.

Please note that, following the visual inspection, we may uncover hidden damage. Should this occur, our De Beers store or Client Services team will provide a quotation for the necessary repairs for your approval.

Once we have cleaned or unmounted a piece of jewellery, it may not be possible to restore it to its original condition if hidden damage is found and you decline the additional repair services to fix the damage. Our Client Services team will discuss the available options with you.

All quotes are calculated on an exchange basis and include the value of any potential precious metal that may be removed and retained by us during the process. All removed parts (including any mounts) will not be returned except when we are adjusting the length of a necklace or bracelet, where the removed parts will be returned.

All quotes are valid for 30 days, after which a new quote may be issued.

De Beers reserve the right to refuse the service request of any counterfeit items or of any jewellery that has been serviced, repaired or modified in any way by a third party and not through De Beers.

Confirmation of Service

Written authorisation is required to proceed with your request. If you are happy with the quotation and would like to proceed with the recommended work, please provide your written authorisation by replying to the quotation email.

If you are confirming the service request via the Client services team, a payment link will be provided, and payment must be completed before the commencement of the service.

Once your written authorisation is received the service will begin and you will only be able to cancel the service in accordance with the section entitled “Cancellation” below.

Cancellation

You can change your mind about your requested service and receive a refund of what you have already paid for it, including any delivery/pick-up fee if applicable. In order to do so, you need to let us know that you have changed your mind no later than 14 days after you have sent us your written authorisation.

To let us know you want to change your mind, contact our Client Services Team or fill in and send to us the online cancellation form, which can be found here.

In order to carry out the service you have requested as soon as possible, we will always require written confirmation that you are happy for us to start in the 14 day cancellation period. If we do start providing the service, and you subsequently tell us that you have changed your mind, we will charge you for the services we carried out up to that point and deduct the relevant cost from your refund amount. However, if we have completed the service within that 14 day period you will be charged the full amount.

We will we refund you within 14 days of you telling us you've changed your mind. We refund you by the method you used for payment and there will be no fees applied.

Collection of Jewellery in store

You will be contacted by the De Beers store once your item is ready to collect.

Please make sure you bring your After Sales Services form and a valid form of personal identification for collection.

Collection of goods must be made within 6 months of completion of the services.

Returning of Jewellery via Client Services

You will be contacted by the Client Services team once your item is ready to be shipped back to you or alternatively you can collect from one of our De Beers stores as designated by our Client Services team.

If you request for the jewellery to be shipped back to you by us, we will ship it to the address provided by you on the After Sales Services form.

If collecting from store, please make sure you bring your After Sales Services form and a valid form of personal identification for collection.

Collection of goods must be made within 6 months of completion of the services.

Liability:

In the event an item is lost or stolen while in our possession we reserve the right to provide a like for like replacement or a replacement of equal value if the exact item is no longer available. In the event an item is damaged while in our possession we reserve the right to repair the item or to provide a like for like replacement or a replacement of equal value if the exact item is no longer available.

We're responsible for losses you suffer that are caused by us breaching these T&Cs unless:

  • It was not obvious to us that that loss would happen and nothing you said to us before we accepted your order and/or provided you with a quote for our services meant we should have expected that loss to occur.
  • The loss could have been avoided if you had taken reasonable steps. For example, if your item is damaged and that damage could have been avoided if you had followed our care instructions.

This does not affect your statutory rights.

These T&Cs were last revised on 27/02/2025

De Beers Jewellers Limited, a company registered in England and Wales (company number 04117269), whose registered offices are at 17 Charterhouse Street, London, EC1N 6RA, United Kingdom.