Last updated: 28 June 2026
This Return & Exchange Policy explains when items may be returned, exchanged or refunded.
This policy applies to orders placed through www.carbonstoneuk.co.uk, by email, telephone, social media, or any approved selling platform operated by CarbonstoneUK.
1. General Return Policy
For eligible non-custom items, you may request a return within 30 days of receiving your order, unless a different return period is offered in writing.
To start a return, please contact us first at:
Email: support@carbonstoneuk.co.uk
Please do not send any item back to us without contacting us first. Items returned without prior approval may not be accepted.
2. Return Eligibility
To be eligible for a return, the item must be unworn, unused, undamaged, in the same condition as received, in its original packaging, returned with the original box, certificate, paperwork, gift packaging and accessories, not resized, altered, engraved, repaired, polished or tampered with, and accompanied by proof of purchase.
We reserve the right to refuse a return or reduce the refund if the item is not returned in acceptable condition.
3. Non-Returnable Items
The following items are usually non-returnable and non-refundable unless faulty, not as described or not made to the agreed specification:
Bespoke jewellery, custom-made jewellery, made-to-order jewellery, personalised items, engraved items, special orders, rings made to a specific size, jewellery altered at your request, diamonds or gemstones sourced specifically for you, sale or clearance items where permitted by law, and earrings due to hygiene reasons unless faulty.
This does not affect your statutory rights.
4. Bespoke and Custom Orders
Many CarbonstoneUK items are made specifically for each customer.
Bespoke and custom orders may include jewellery made from your design, sketch or inspiration image, CAD-approved jewellery, made-to-measure rings, personalised engraving, custom diamond or gemstone selection, bridal sets or matching bands made to your request, and special orders produced to your specification.
Once you approve the design, CAD, diamond, gemstone, quotation, invoice or written specification, we may begin sourcing or production.
Because bespoke, personalised, engraved and made-to-order items are made specifically for you, they cannot usually be returned or refunded because you change your mind.
If we have not made the item to the agreed specification, we will review the issue and may offer repair, alteration, replacement or refund depending on the circumstances.
5. Payment Plan for Bespoke and Custom Orders
For bespoke, custom or made-to-order jewellery, we may offer a payment plan.
Our usual payment plan is:
- 25% deposit to start your order;
- 75% remaining balance to be paid before dispatch.
Once the deposit is paid, we may begin design work, diamond sourcing, gemstone sourcing, CAD work, material preparation or production, depending on the order type.
The remaining balance must be paid before dispatch unless otherwise agreed in writing.
Your order will not be dispatched until full cleared payment has been received.
6. Cancellations for Bespoke and Custom Orders
If you cancel before design, sourcing or production has started, we may refund your deposit in full or in part depending on the work already completed.
If you cancel after approving the design, CAD, diamond, gemstone, quotation or specification, we may retain part or all of the deposit and any reasonable costs already incurred.
If production has already started, the order may not be cancellable unless the item is faulty or not made to the agreed specification.
7. Earrings and Hygiene
For hygiene reasons, earrings are not usually eligible for return or exchange unless they are faulty, damaged on arrival, incorrectly supplied, or not as described.
8. Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is faulty, damaged, incorrect or not as described, please contact us as soon as possible.
Please provide your order number, photographs of the item, photographs of the packaging and a clear description of the issue.
If the item is confirmed to be faulty, damaged, incorrect or not as described, we will offer an appropriate remedy, which may include repair, replacement, correction or refund.
9. Diamond Certificates
If your item was supplied with an IGI, GIA or other diamond certificate, the certificate must be returned with the item.
Certificates are important and valuable documents.
If the certificate is missing, damaged or not returned, we may deduct the cost of replacement, administration or certification from any refund where permitted by law.
10. Return Shipping
Unless the item is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning the item to us.
You must use a secure, tracked and insured delivery service suitable for the value of the jewellery.
You are responsible for the item until it is safely received by us.
CarbonstoneUK is not responsible for items lost, stolen or damaged during return shipping arranged by you.
Please keep proof of posting and tracking details.
11. Return Address
Returns must only be sent to the return address confirmed by us by email.
Please do not send any item back until we have confirmed the return instructions.
12. Inspection of Returned Items
Once we receive your return, we will inspect the item.
We will check whether the item is unworn, unused, undamaged, complete with certificates and packaging, not altered or tampered with, and eligible for return under this policy.
We will then notify you whether the return has been approved or rejected.
13. Refunds
If your return is approved, we will refund you using the original payment method unless otherwise agreed.
Refunds are usually processed within 10 business days after approval.
Your bank, card provider or payment provider may take additional time to process and show the refund in your account.
We may reduce the refund if the item has been worn, used, damaged, altered, resized, tampered with, returned incomplete, returned without certificates, or handled beyond what is reasonable.
In some cases, no refund may be due if the returned item is not in acceptable condition.
14. Exchanges
The fastest way to receive a different item is usually to return the eligible item first and then place a new order.
Exchanges are subject to availability, inspection and approval.
Custom, bespoke, engraved and made-to-order items are not normally eligible for exchange unless faulty or incorrectly made.
15. Cancellations Before Dispatch
If you wish to cancel an order before dispatch, please contact us as soon as possible.
For standard items, cancellation may be possible if the order has not yet been dispatched.
For bespoke, custom, personalised or made-to-order items, cancellation may not be possible once design work, sourcing, production or manufacturing has started.
Where we have already incurred costs, we may deduct reasonable costs from any refund where permitted by law.
16. Third-Party Alterations
If a jewellery item has been altered, resized, repaired, adjusted, reset, polished, cleaned, engraved, modified or tampered with by you or any third party without our written approval, it may no longer be eligible for return, refund, repair or warranty support.
This includes work carried out by another jeweller.
17. Your Statutory Rights
This policy does not affect your statutory rights.
If your item is faulty, not as described, or not of satisfactory quality, you may have rights under UK consumer law.
18. Contact Us
For return and exchange questions, please contact:
CarbonstoneUK
Flat 1, 61A Station Road
North Harrow
Harrow
HA2 7SR
United Kingdom
Phone: +44 7748 460039
Email: support@carbonstoneuk.co.uk
Website: www.carbonstoneuk.co.uk
