At Giuliana Diamonds, the journey from our atelier to your hands is treated with the same reverence as the creation of the piece itself. Every shipment is fully insured, carefully packaged, and monitored from dispatch to delivery. Below, you will find everything you need to know about receiving and, if necessary, returning your acquisition.
Insured Shipping
Every order is shipped with comprehensive insurance covering the full declared value of the contents. We partner with leading logistics providers specialising in high-value goods to ensure your piece travels securely, whether across the city or across the world.
All packages are discreetly labelled and securely sealed. The outer packaging gives no indication of the valuable contents within, preserving both security and the element of surprise for gifts.
Signature Requirements
For your protection, all deliveries require a signature from an adult aged eighteen or older. Packages cannot be left unattended at a door, released to a concierge without prior arrangement, or redirected to an unsecured location. If you will not be available to sign for your delivery, we encourage you to provide a secure business address or arrange to collect the package from a local courier facility.
Delivery Timelines
Orders are typically dispatched within two to three business days of order confirmation, subject to the availability of the piece. Bespoke commissions and made-to-order items will be dispatched upon completion of production, with estimated timelines communicated at the time of commission.
Estimated transit times from dispatch are as follows:
- Canada and United States: 2–5 business days
- United Kingdom and European Union: 3–7 business days
- Asia Pacific: 5–10 business days
- Rest of World: 7–14 business days
These are estimates only and may be affected by customs clearance, local holidays, or unforeseen logistical delays.
International Shipping
We are delighted to serve clients around the world. International shipments may be subject to customs duties, import taxes, and brokerage fees levied by the destination country. These charges are the sole responsibility of the recipient and are not included in the purchase price or shipping cost.
We provide all necessary documentation to facilitate customs clearance; however, we cannot guarantee delivery timelines for international orders as customs processing is beyond our control.
Return Eligibility
We want you to be entirely confident in your choice. Non-custom pieces may be returned within fourteen (14) days of delivery for a full refund, provided the following conditions are met:
- The piece is unworn and in its original, as-new condition.
- All original packaging, certificates, and documentation are included.
- The return is authorised in advance by Giuliana Diamonds.
How to Return
To initiate a return, please email us at info@giuliana.diamonds with your order number and reason for return. We will respond within one business day with detailed return instructions and a prepaid, fully insured shipping label.
Returns sent without prior authorisation, or packages that arrive without adequate insurance, will not be accepted. We strongly recommend retaining your shipping receipt and tracking number until your refund has been processed.
Refund Processing
Upon receipt and inspection of the returned item, we will process your refund to the original payment method within ten (10) business days. Original shipping charges are non-refundable unless the return is due to an error on our part.
Final Sale Categories
The following categories are final sale and may not be returned or exchanged:
- Bespoke and custom-commissioned pieces
- Engraved or personalized items
- Items marked as final sale at the time of purchase
- Estate and one-of-a-kind pieces
Custom Order Exclusions
Because bespoke creations are made to your exact specifications, they cannot be returned or exchanged. We invest considerable care in the design approval process — including detailed renderings, stone selection, and, where applicable, physical models — to ensure the finished piece aligns perfectly with your vision. By commissioning a bespoke piece, you acknowledge and accept these terms.
Damaged or Incorrect Items
In the rare event that your order arrives damaged or does not match your confirmed specifications, please contact us within forty-eight (48) hours of delivery. We will arrange for immediate collection, assessment, and appropriate remedy — whether repair, replacement, or full refund.
Lost or Stolen Packages
All shipments are fully insured against loss or theft in transit. If tracking indicates delivery but you have not received your package, please notify us within twenty-four (24) hours. We will initiate an investigation with the carrier and, if necessary, file an insurance claim on your behalf.
Contact
For shipping enquiries, delivery coordination, or return assistance, our Client Services team is available to assist you at info@giuliana.diamonds.