Refund policy
Returns and Refund Policy
LOVE by DECCLA offers a 14-day return policy for all loose diamonds. This policy allows you to request a return within 14 days of receiving your item. To be eligible for a return, the item must be returned in its original condition, unused, with any certification originally provided, and in its original packaging. Proof of purchase, such as the original receipt or confirmation email and ID, is required for all returns.
To initiate a return, please contact our customer support team at support@lovebydeccla.com. If your return request is approved, we will provide you with detailed instructions on how and where to send your package. Please note that items sent back to LOVE by DECCLA without prior approval will not be accepted.
If you have any questions or concerns regarding the return process, please don't hesitate to contact our customer support team at support@lovebydeccla.com.
Damages and issues
All items sold by LOVE by DECCLA undergo stringent quality control measures prior to dispatch. Upon receiving your order, please inspect it carefully. In the rare event that you receive a defective product, a damaged product, or an item that differs from your original order, please contact our customer support team via email at support@lovebydeccla.com. When contacting us, kindly provide your order number and clear photographs that illustrate the issue at hand.
Upon receiving your complaint, our dedicated team will promptly review your case and work closely with you to determine the most appropriate solution. Depending on the circumstances, this may involve providing a replacement item, issuing a refund, or finding another suitable remedy.
Please note that damage resulting from normal wear and tear, accidents, improper care, misuse, or any other cause that is not attributable to a manufacturing defect shall not be considered a product defect under this policy.
If you have any further questions or concerns regarding damages or issues with your order, please don't hesitate to reach out to our customer support team for assistance.
Exceptions / non-returnable items
Certain items are not eligible for return, including:
- Orders outside of our 14-day return policy (including AfterPay orders);
- Engagement rings, unless there is a manufacturing fault or defect;
- Engraved or personalised jewellery, unless there is a manufacturing fault or defect;
- Sale items; and
- Gift cards.
Please note that this list is not exhaustive and is subject to change at LOVE by DECCLA's discretion.
Exchanges
If you wish to exchange an item, we recommend that you first return the original item in accordance with our return policy. Once the return is accepted, you can proceed with making a separate purchase for the desired item. This approach ensures that you receive your preferred item as quickly as possible.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@lovebydeccla.com.
