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FAQ

Shipping & Processing

When will my order ship?

In-stock items will ship within 3 business days. Once it’s ready, you will receive a shipping confirmation email where you can find your UPS tracking number.

When will I receive my item and is it insured?

Jewelry orders ship using UPS 2-Day within the United States, and UPS International for international orders. UPS Overnight is available for purchase on domestic orders. Shipping method selection does not expedite production time.

All jewelry shipments require signature on delivery.

UPS 2-Day: 2 business days (excluding weekends and holidays)
UPS Overnight: arrives the next business day from 10am-6pm (excluding weekends and holidays)
UPS International: 2-6 business days (excluding weekends and holidays)

Your orders always come with fully insured shipping and require signature upon delivery.

Do I need to sign for my order?

Yes! All jewelry items must be signed for.

Returns & Repairs

Do you accept returns?

If for any reason you are not satisfied, we will gladly accept items for exchange or store credit within 30 days of purchase.

Please email us at Info@highlanddiamond.com - once confirmed, we'll send you a shipping label, as well as instructions on how and where to send your package. Your item will be fully insured during its journey.

All items must include their original packaging and documentation. Please note, worn merchandise will not be accepted for a store credit or exchange. Any merchandise including custom made, or altered at the customer's request are non-returnable.

How do I send an item back to resize or repair?

Email us at Info@highlanddiamond.com if you wish to resize or repair your jewelry. Once confirmed, we'll send you a shipping label, as well as instructions on how and where to send your package. Your item will be fully insured during its journey.

Is there a warranty on my Highland Diamond Jewelry?

All Items: For all items purchased at or through Highland Diamond, we offer complimentary cleaning, polishing, rhodium plating and sizing.

Brands: Some of the brands we carry offer a 1-2 year warranty. If the item you purchased does offer a warranty, we will include the information with your shipped package so you can register your piece under their warranty.

Custom and Personal Line of Fine Jewelry: We stand behind the quality and integrity of our custom and personal line of fine jewelry. Within six months, we will repair any damages directly related to the creation process. For items that include gems, there is a risk of stone loss with normal wear and tear. To minimize this risk, we recommend taking proper care of your pieces by cleaning and checking prongs periodically. We recommend checking your prongs as well as allowing us to check your prongs at least 1-2 times a year. For clients who are not local, you can ship it to us for inspection. We carefully inspect each piece to determine the cause of the damage and if the repair is covered under our warranty. If we find the damage to be the fault of the wearer and not the jewelers, we will happily repair your item, but you will be responsible for the cost of repair. For example, if we find a gemstone is missing because a prong is broken or lifted, this is an indication the wearer damaged the item and therefore, would not be covered under the warranty.

Defects or Shipping Damages:
If your item arrives defective or damaged, we're happy to repair or replace it for you! Please email us at info@highlanddiamond.com within 14 days of delivery, if this is the case. For anything outside of the 14 day period, please reach out to us directly for further help. Your item must be unused and in its original packaging. We reserve the right to refuse any replacement requests if we believe the items are intentionally damaged or misused.

Jewelry Care

Fine jewelry is delicate and should be cared for accordingly. To extend the life of your jewelry and keep them in optimal condition please follow the following care instructions:
1: Remove jewelry before applying shower product, lotion, perfume, or other chemical and/or oil compounds.
2: Leave your jewelry at home before engaging in strenuous activities including going to the gym!
3: Before bedtime, lay your jewelry out flat.
4: Clasp necklaces when storing to prevent tangles.
5: Take extra care with pearl pieces.

General Questions

How do I insure my new jewelry?

We highly recommend insuring your Highland Diamond jewelry as soon as posisble! Jewelers Mutual can provide a standalone policy or you can add jewelry to your homeowners insurance. You will need to reference the appraisal provided with your jewelry.

Customs Designs

How far in advance should I start the design process?

We recommend starting at least 1-2 months prior to when you want it completed and in hand.

How far in advance should I choose a stone for an engagement ring or custom piece?

We recommended finanlizing your stone selection at least 3 weeks prior to when you want it completed and in hand. This ensures that there is enough time between the designing and creation of your piece, which typically takes 2-4 weeks.

Do you assist with updating settings?

Of course - we would be delighted to update your setting! Schedule a consultation with one of our specialized consultants to get started on creating your design.

Do you set stones?

We are happy to work with you on designing the perfect setting to best enhance the stone you already have.

How does payment work for a custom piece?

A 50% deposit is required once you are ready to move forward with a design and stones. The remaining balance is due upon the completion of your piece.