Refunds Policy

We want you to feel confident about purchasing with us, which is why we have extended our returns period over the Black Friday Event. Any purchases made online or in-store between 25th November and 24th December 2024 can be returned up to 1st February 2025. Your item(s) must be in an unworn and pristine condition for a full refund or exchange and with the original tag attached or alongside the product.

All returns will be assessed by our operations team before being accepted. Assessment usually takes between 7-10 days to be processed.

Engraved items cannot be returned for credit or exchanged.

Bespoke and special orders are not eligible for return or exchange.

Resized items are not eligible for return or exchange.

Returning your order to us

If for any reason you are unhappy with your order and wish to return it for an exchange or refund, simply follow the easy steps below:

Contact us via [email protected] stating your name, order number, courier used to return the item, tracking number and the reasons for returning.
Use original or similar-sized packaging and label the parcel to our returns address.
Include all the accompanying certification and paperwork that the order was received with, failing to provide this may hold the refund or deduct from the total refund amount.
Ensure the courier insures the item for the full order value and is a reputable and guaranteed postal service.

For security purposes, under no circumstances write 'diamonds', 'Austen & Blake' or 'diamond jewelry' anywhere on the external packaging or address label of the parcel. Austen & Blake is not responsible for damage or lost package during shipment.

You can also return your order at one of our Austen & Blake stores across Canada free of charge. To do this, you'll need to book a drop-off appointment with the relevant store either by the website, calling us on +1 (800) 352-0375 +1 (800) 352-0375 or emailing us at [email protected]. Please note: the stores do not assess the returned items at the point of drop-off. They will be sent to our Quality Assessment Team where they will be deemed suitable to be returned/refunded.

Our returns address is:
A&B Logistics,
Unit 114/115F The Big Peg,
120 Vyse Street,
Birmingham,
B18 6NF

Our returns address is:
Office 213,
99 Yorkville Ave Suite 200,
Toronto,
ON M5R 3K5,

Refunds & exchanges

Once we have received your returned item(s) it will be inspected by our Quality Assessment Team. Should the item be found to have been worn, damaged, resized, altered or tampered with in any way at all, it will not be accepted for refund.

If your item is accepted by our Quality Assessment Team, depending on the payment method used, it will take between 8-10 days for the refund to appear in your account.

We strongly advise that you inspect your item as soon as it arrives and notify us immediately of any defects or damage at [email protected].

Damaged & used items

If your package or item delivered arrives damaged, please refuse the delivery or contact us immediately at [email protected]. If your item or package is damaged you must contact us within 24 hours of receipt.
Returned merchandise must be unworn and in pristine condition. Items showing obvious signs of wear or alteration by a jeweller other than Austen & Blake will not be accepted. Products must be returned with the original tag attached or alongside the product.All returns will be assessed by our operations team prior to being accepted. Assessment usually takes between 7-10 days to be processed.
Any item repaired, resized or engraved by a third party not registered with or approved by Austen & Blake jewelry workshop will void the manufacturing warranty.
Please return your purchase via a trusted courier and insure the package for the full amount of the purchase. Austen & Blake is not responsible for damage or loss during shipment.

Jewellery repairs

The standard timeframe for repairs is 10—14 working days. If you need to send your item for repair, please contact our Customer Care Team. In the unlikely event that there is a manufacturing fault, our Lifetime Manufacturing Guarantee means we’ll fix your jewelry free of charge. We will assess your jewelry once it’s been received and you’ll be contacted should any charges apply.

If an item must be remade, please allow 2—4 weeks for the process to be completed. For more information about repairs, please email [email protected] or call +1 (800) 352-0375 to speak with our team.