Frequently Asked Questions
Can I return my jewelry?
Absolutely. I want you to feel happy and confident with your purchase, but I understand sometimes circumstances can change. Ready-to-ship jewelry and loose gemstones can be returned within 7 days of delivery.
Returns will incur a 15% restocking fee.
Items must be in their original, unworn, unscratched, pristine condition with no exchanged or missing stones and must include the original Matcha Diamonds packaging, certification, and boxes. Loose stones must not have been set, mounted, or altered. Trying a ring on at home is fine, but please keep it clean and scratch-free. Customers requesting refunds will be refunded the full amount less a 15% restocking fee.
Rings that have been resized are non-refundable. All international orders are considered final sale, including one-of-a-kind pieces.
What can't be returned?
Custom designs, custom-sourced stones, made-to-order pieces, rings made in your size, and engraved or personalized items are final sale. Because these pieces are created specifically for you, they cannot be restocked or resold. For this reason, I strongly recommend confirming your ring size with a local jeweler before placing your order.
How do I start a return?
Email hello@shopmatchadiamonds.com with your order number and the reason. I'll reply within 1-2 business days with instructions. Please ship the item back within 7 business days of receiving it, using an insured, tracked service with signature confirmation. Return shipping is paid by the buyer, and I can't be responsible for items lost on the way back to me.
When will I get my refund?
I inspect returns within 2 business days of receiving them. Approved refunds go back to your original payment method within 5 business days. Your bank may take another 5 to 10 business days to post it. If a certificate is missing, a deduction may apply.
What if I'm past the 7 days?
Reach out anyway. Late returns are reviewed case by case, and if I approve one, a 10% restocking fee applies to cover insurance and processing.
Can I exchange something?
Yes. Return the original item as above, and once it passes inspection, you can choose store credit for the eligible return amount. Then place a new order for the piece you'd like instead.
What if my order arrives damaged or isn't what I ordered?
Email me within 48 hours of delivery with clear photos. Once I verify the issue, I'll cover return shipping and offer a replacement, a repair (for eligible pieces), or a full refund.
What isn't a reason for a return?
Natural variations such as small inclusions or silk are part of natural gemstones and aren't defects. Colored stones can also shift in shade between daylight and indoor light, which is why I share real photos and videos. Damage from drops, impact, or work by an outside jeweler isn't covered.
Do you offer a warranty?
Yes, a 1-year limited warranty for the original purchaser, with proof of purchase. It covers manufacturing defects that appear during normal wear, such as:
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Prongs or settings that loosen under normal wear
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Structural defects in the ring band or setting
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Minor prong tightening and adjustments
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Structural defects in the ring band or setting
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Metal cracking not due to impact
For jewelry originally made with lab-grown diamond accent stones, Matcha Diamonds will replace diamonds measuring up to 3 mm at no charge during the 1-year warranty period if a stone is lost during normal wear and the jewelry shows no signs of impact, accidental damage, excessive wear, or improper care.
Replacement coverage applies to eligible accent lab-grown diamonds only and does not include center stones or larger diamonds beyond 3mm.
What does the warranty not cover?
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Normal wear and tear, such as scratches, small dents, or bent bands over time
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Chips, cracks, or damage from impact or pressure
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Loss of the ring or center stone and/or theft
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Misuse, harsh chemicals, or improper cleaning and storage
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Work done by anyone other than Matcha Diamonds
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Engraving or customization done by a third party
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Ordering the wrong size
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Chipped, cracked, or damaged gemstones or diamonds resulting from external forces