Thank you for shopping with Exotic Diamonds Couture. Every item in our store is made to order, especially for you, after you place your order. Please read this policy carefully before purchasing.
Contact us first
If anything is wrong with your order, please contact us at diamondf@exoticdiamondscouture.com within 14 days of delivery. Please include your order number and clear photos (and, if helpful, a short video) of the issue. This helps us resolve your claim as quickly as possible.
Please do not send any item back without contacting us first. Returns sent without prior approval cannot be accepted.
Damaged, defective, or wrong items
If your item arrives damaged, defective, misprinted, or is the wrong item, we will make it right. Once we have reviewed your photos and approved your claim, we will offer you a replacement or a full refund for that item.
In most of these cases we can resolve your claim using your photos and will not need you to ship the item back. If we do need the item returned, we will give you the return address and instructions at that time.
Made-to-order items and change of mind
Because each item is custom-made to order, we do not accept returns or exchanges for change of mind, or for a wrong size, color, or design selected when ordering. Please check our size charts and product descriptions carefully before you buy — and contact us before ordering if you are unsure about sizing.
This also means:
- We do not offer exchanges. If you need a different size, a new order will need to be placed.
- There is no restocking fee, because non-defective items are not restocked or returned.
- For hygiene reasons, certain items (such as tights, underwear, swimwear, socks, and face masks) can only be claimed if they arrive with a manufacturing defect or fulfillment error.
Items that have been worn, washed, altered, or damaged after delivery are not eligible for a claim.
Order cancellations and changes
Contact us as soon as possible if you need to cancel or change an order. If production has not yet started, we can cancel your order for a full refund. Once an item has gone into production, we may not be able to cancel or change it, because it is being made specifically for you.
Lost packages
If your package does not arrive, please contact us within 14 days after the estimated delivery date and we will investigate with the carrier. If the package is confirmed lost in transit, we will reship your order or refund you.
If tracking shows your package as delivered but you have not received it, please first check with your carrier, household members, and neighbors. Contact us and we will help you with the next steps, which may include a claim with the carrier.
Refunds
Approved refunds are issued to your original payment method, in the original currency. Once a refund is approved, we will process it promptly, and you should receive it within 10 business days — the exact timing can vary depending on your payment provider.
Shipping charges are not refundable except where the claim is for a damaged, defective, or wrong item, or a package confirmed lost in transit.
Delivery times
Because your items are made to order, please allow time for both production and shipping:
- Production typically takes 2 to 7 business days, depending on the item.
- Standard shipping within the United States then typically takes 7 to 12 business days.
- A small selection of items is fulfilled within the United States and may arrive sooner; the product page will show the expected delivery estimate for each item.
Please make sure your shipping address and phone number are correct at checkout. We cannot refund or replace orders that are delayed or undeliverable because of an incorrect address provided at ordering, or packages that are refused at delivery.
Questions
We are here to help. Contact Exotic Diamonds Couture at diamondf@exoticdiamondscouture.com with any question about your order or this policy.
International Orders
The policy above applies to international orders as well. If an item arrives damaged, defective, or incorrect, contact us within 14 days of delivery with photos, and we will make it right with a replacement or a full refund — the same as US orders. Because every piece is made to order, we cannot accept returns or exchanges for change of mind or wrong size on international orders either.