Delivery & Returns
All items delivered to UK and Northern Ireland are free.
Your order will be delivered by Royal Mail Recorded delivery and will require a signature on receipt. We will send you a Despatch email to let you know that your order has been despatched, and you should receive your order within 3-5 working days after the Despatch email has been sent. You will be emailed the tracking number so you can check the progress of your order.
Exceptions to delivery times
Rings: On occasion, we may have to special order the ring size you require. We will contact you in advance to let you know the expected delivery time.
Delivery lead times are extended over public holidays.
Venus Diamond is pro-active in preventing fraudulent use of credit/debit cards and conduct security checks on all orders received and may, from time to time, carry out further checks before despatch. We reserve the right to deliver to the cardholder's address only, if requested by the card issuing bank. These checks can take various forms but may involve contacting you before we process an order.
On occasion, we may have to special order in certain ring sizes which can take up to several weeks. We will contact you to let you know the expected delivery time if we have to special order the ring size you require.
Returning a product
We want to ensure that you are completely satisfied with your purchase from Venus Diamond online and therefore, offer a 30-day money-back guarantee. If you wish to return a product you can do this via post or in-store. Please note: Orders paid for using PayPal cannot be returned in-store, they must be sent by post for a full refund to be processed). Refunds are made back to the credit/debit card used to pay for the order. When a refund is made to a credit or debit card or via PayPal it may not show up in your account straight away as the clearing banks take time to process the refund. Typically this can take up to 7 working days, but varies depending on your own bank. If you would like further clarification on the timescales involved, please contact your card issuer.
All items returned must be unworn and in their original pristine condition and packaging. This does not affect your statutory rights. Please return any unwanted items within 30 days from the day your parcel arrives for a full refund via the original payment methods.
Refunds will only be made to the card used to purchase the item. Please note no refund or exchange will be given without a despatch note, receipt or other proof of purchase. Our refund policy does not affect your statutory rights in respect of faulty or damaged goods. For more information on your statutory rights, visit consumer rights.
We reserve the right to decline an exchange or refund (refund you in full, minus any amounts due by way of compensation to either repair the goods or to cover any loss) any items where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them.
Under the Distance Selling Regulations, if you buy online, you are entitled to a full refund if you request one in writing within 14 working days of receipt. Goods must be returned in their original condition, including immediate packaging, within the cooling off period.
If you need further information on returning items, please contact our team by sending an email to firstname.lastname@example.org or calling us on 0 1273 820663, Monday to Sunday, 10am to 5.00pm, including public holidays.
Change or cancel an order
If you change your mind after placing an order, you can cancel it prior to despatch. Call our team on 0 1273 820663, Monday to Sunday, 10am to 5.00pm, including public holidays. Please be ready to quote your order number, name and address details.
If your order has already been despatched or delivered, then we’ll need to follow our returns procedure.
Unfortunately, in some circumstances it may not be possible to make changes to your order once you've placed it. If you’d like to change your order please contact our team on 0 1273 820663, Monday to Sunday, 10am to 5.00pm, including public holidays. Please be ready to quote your order number, name and address details.
Returns can be made in-store or via post. Please note, if you wish to return any items using PayPal, special conditions apply. Orders paid using PayPal can only be returned by post for a full refund.
- Returns by post
- Include a copy of your despatch note in the parcel along with the product in the original presentation box, and package up securely.
- Send your parcel to: Venus Diamond, 27 Meeting House Lane, Brighton,BN1 1HB.
- Ensure that you obtain proof of postage from the Post Office in case your parcel is lost in transit. We would recommend that you use Royal Mail Special Delivery (or relevant) to ensure proof of delivery and insurance of the goods while they are in transit.
- Please allow 30 days of us receiving the returned goods from you to process your refund.
Returns to Venus Diamond for an immediate refund
You may return or exchange an unwanted item in our shop in Brighton. Please note: Orders paid for using PayPal cannot be returned in-store, they must be sent by post for a full refund to be processed.
- Place the unwanted item into the original presentation box and packaging.
- Bring it to us with your despatch note as proof of purchase.
- Please bring the payment card that was used to place the order.