Refund policy

Every Zurae ring is made to order around the size, metal and diamond you choose, so we handle returns a little differently from an off-the-shelf store. Here is exactly how it works.

At a glance

You approve your diamond first. Before we begin, we email you the exact stone and its IGI certificate.
Cancel for a full refund any time before you approve your diamond.
Made-to-order pieces can't be returned or exchanged once production begins.
Free resizing within 30 days of delivery; you cover shipping both ways.
Faulty or damaged on arrival? We'll repair or replace it at no cost to you.

Approve your diamond before we begin

Within 1–2 business days of your order, we'll email you the diamond selected for your ring along with its IGI grading report, so you can check its shape, carat, colour and clarity for yourself. Production starts only once you reply to approve it. If you'd like a different stone, just tell us and we'll source another.

Cancellations

You can cancel your order for a full refund at any time before you approve your diamond. Once you've approved it, we begin crafting your ring and the order can no longer be cancelled.

Returns and exchanges

Because each ring is made specifically for you, made-to-order pieces are final sale and can't be returned or exchanged for a refund, credit or a different design. This doesn't affect your rights if an item arrives faulty or damaged; see below.

Free resizing

If your ring doesn't fit, we'll resize it free of charge within 30 days of delivery:

One free resize per ring.
You cover the insured shipping to us and back to you. We'll send instructions and our workshop address when you get in touch.
The ring must be unworn beyond trying on, undamaged and returned with its IGI report.
Resizing usually takes 5–7 business days once we receive the ring.
Full eternity bands can't be resized, because the stones run all the way around the band. Please check our Ring Size Guide carefully before ordering one.

Faulty or damaged items

If your piece arrives damaged or with a manufacturing fault, contact us within 7 days of delivery with photos. We'll repair or replace it at no cost, including shipping both ways.

How to request a resize or report a problem

Contact us with your order number and what you need. Please don't send anything back before we've replied; we'll give you the correct address and packing instructions so your ring is fully protected in transit.