SHIPPING, COLLECTION, CANCELLATIONS, RETURNS AND REFUNDS POLICY
Last updated: 26 September 2026
This policy applies to customers purchasing as consumers. Nothing in this policy limits or removes your statutory rights under UK consumer law.
DELIVERY WITHIN THE UK
Dina Fine Jewellery currently delivers to UK addresses only. We provide complimentary UK delivery on all orders.
The estimated production and dispatch time will be displayed on the product page or confirmed with you when your order is placed. Bespoke and made-to-order jewellery may require additional production time depending on the design, diamond availability and work required.
If you require your jewellery by a particular date, please contact us before ordering. We will confirm whether your requested date is achievable, but a date is only guaranteed when we expressly confirm it in writing.
SECURE DELIVERY
Orders are normally dispatched using Royal Mail Special Delivery Guaranteed or another secure specialist delivery service selected according to the item’s value and delivery requirements.
Delivery usually takes place on the next working day after dispatch when that service is available. Weekends, bank holidays, remote locations and circumstances outside our reasonable control may affect delivery times.
You will receive tracking information when your order is dispatched. A signature or other secure delivery confirmation may be required. Please ensure that you or an authorised recipient is available to accept the parcel.
Dina Fine Jewellery remains responsible for the jewellery until it is delivered into your physical possession or to a person identified by you to receive it.
INSURANCE DURING DELIVERY
We arrange appropriate tracking and transit cover based on the value and requirements of each order.
For higher-value orders, we may contact you to agree a suitable specialist delivery or collection method.
Our responsibility for transit ends when the parcel is delivered into your physical possession or to an authorised recipient nominated by you. We recommend arranging appropriate jewellery insurance once the item is in your possession.
PACKAGING
Your jewellery will be presented in a Dina Fine Jewellery case.
For security and discretion, the external protective packaging will be plain and will not identify the contents as jewellery or valuables. Where appropriate, the return details may appear as “Dina London”.
COLLECTION FROM OUR SHOWROOM
You may arrange to collect your order from:
Dina Fine Jewellery
Unit 13, 99 Hatton Garden
London
EC1N 8NX
The person collecting the order must normally be the person who placed it and must bring photographic identification and the order confirmation.
If another person will collect on your behalf, this must be approved by us in advance, and identification may be required from both parties.
DELIVERY PROBLEMS
If your parcel is delayed, damaged or does not arrive as expected, contact us immediately:
Email: sales@dinafinejewellery.co.uk
Telephone: +44 7440 099961
Please do not make a separate claim directly against the carrier unless we ask you to do so. We will investigate the delivery and arrange an appropriate solution.
CHANGE-OF-MIND CANCELLATIONS FOR STANDARD ITEMS
For standard, non-personalised items purchased online or by telephone, you must notify us within 14 days of receiving the item if you wish to cancel.
You do not need to provide a reason. You may notify us by email, telephone or by using the cancellation form at the end of this policy.
After notifying us, you must return the item within a further 14 days.
This change-of-mind cancellation right does not apply to jewellery made to your specifications or clearly personalised.
RETURN CONDITION
You may inspect an eligible item as you would in a shop, but it must not be worn or handled more than reasonably necessary to establish its nature, characteristics and condition.
Please return the jewellery securely with its original packaging, grading reports, certificates and accompanying paperwork.
We may make a reasonable deduction from your refund if handling has reduced the item’s value.
BESPOKE AND PERSONALISED JEWELLERY
The change-of-mind cancellation right does not apply to jewellery made to your specifications or clearly personalised.
This includes:
• Bespoke commissions
• Custom CAD designs approved by the customer
• Engraved jewellery
• Customer-requested resizing or alterations
• Jewellery manufactured to an individually approved specification
• Reset, remade or specially modified jewellery
A quick production time alone does not make an item non-returnable unless it was also made to your specifications or clearly personalised.
This exclusion does not affect your statutory rights if an item is faulty, damaged, misdescribed or not fit for purpose.
CANCELLING A BESPOKE ORDER DURING PRODUCTION
Contact us immediately if you wish to cancel a bespoke or personalised order.
Once design, diamond sourcing, CAD work, manufacturing or other production has begun, cancellation may not be possible.
Where cancellation is agreed, any refund may be reduced by reasonable costs and work already incurred. We will explain those costs to you.
This does not affect your statutory rights.
FAULTY, DAMAGED OR MISDESCRIBED ITEMS
Contact us as soon as possible if your jewellery arrives faulty, damaged, misdescribed or not fit for purpose.
Depending on the circumstances and your statutory rights, the appropriate remedy may be a repair, replacement, price reduction or refund.
Where the legal requirements are met, you may have a short-term right to reject faulty goods within 30 days of delivery. After that period, a repair or replacement will normally be considered first.
Where you have a legal right to reject faulty goods, Dina Fine Jewellery will cover reasonable return costs.
Damage caused by misuse, accidental damage, normal wear and tear, failure to follow care instructions, or work carried out by another jeweller is not considered an original fault.
Work completed by another jeweller may affect a claim where that work caused or contributed to the problem. It will not remove any statutory right relating to an unrelated original fault.
EXCHANGES
Eligible standard, non-personalised jewellery may be exchanged within 30 days of delivery or collection, subject to availability.
The item must be unworn, undamaged and returned in its original condition with all packaging, certificates and accompanying paperwork.
Bespoke, engraved, resized, altered or clearly personalised jewellery is not eligible for a change-of-mind exchange.
If the replacement item costs more, you must pay the difference. If it costs less, the appropriate balance will be refunded.
This 30-day exchange policy is an additional benefit and does not affect your statutory rights.
GIA REPORTS AND RECERTIFICATION COSTS
The original GIA grading report and all accompanying paperwork supplied with the jewellery must be returned with the item.
GIA does not issue duplicate grading reports. If the original report is lost and a new physical grading report is reasonably required, the diamond may need to be removed from its setting, securely insured, sent to an overseas GIA laboratory for fresh grading, returned to the UK and reset into the jewellery.
Because this process involves specialist labour, insured international shipping and GIA laboratory charges, we reserve the right to deduct reasonable, documented recertification costs from any refund, up to £450 per missing GIA report.
We will explain the required process and proposed deduction before completing the refund.
Where full recertification is not reasonably necessary, we will only deduct the reasonable actual cost or reduction in value caused by the missing report.
OTHER CERTIFICATES AND PAPERWORK
Any original IGI report, gemstone report, valuation or other documentation supplied with the jewellery should also be returned.
If documentation is missing, we may make a reasonable deduction reflecting the actual replacement cost or the reduction in the item’s value. Any deduction will be explained before the refund is completed.
HOW TO ARRANGE A RETURN
Please contact us before sending your jewellery so that we can provide secure return instructions:
Email: sales@dinafinejewellery.co.uk
Telephone: +44 7440 099961
Contacting us in advance helps us identify and process your return securely. It does not remove any statutory right you may have if you have already clearly notified us of your cancellation or complaint.
PREPARING YOUR RETURN
Package the jewellery securely and include:
• The jewellery being returned
• Original packaging
• GIA, IGI or other grading reports
• Valuations and certificates
• Accompanying paperwork
• Your order number and contact details
For security, do not describe the parcel’s contents as jewellery, diamonds or valuables on the outside.
Send returns to:
Dina Fine Jewellery
Unit 13, 99 Hatton Garden
London
EC1N 8NX
RETURN DELIVERY COSTS
For an eligible change-of-mind return, you are responsible for the return-delivery cost.
We strongly recommend using Royal Mail Special Delivery Guaranteed or another tracked service with suitable insurance. Keep your receipt, tracking information and proof of postage.
If an item is faulty, damaged, misdescribed or not fit for purpose, contact us before sending it. Where required by law, Dina Fine Jewellery will arrange or reimburse reasonable return costs.
REFUNDS
For eligible change-of-mind returns, we may withhold the refund until we receive the returned item or evidence that it has been sent back.
Refunds will be made using the original payment method, unless you expressly agree otherwise.
Any refund due will be issued without undue delay and no later than 14 days after we receive the returned item or evidence that it has been sent back.
REPLACED, RESET, RESIZED OR ALTERED JEWELLERY
Jewellery replaced, reset, resized, engraved or altered to your specifications cannot be returned merely because you have changed your mind.
This does not affect your statutory rights if the item is faulty, damaged, misdescribed or not fit for purpose.
LIFETIME MANUFACTURING WARRANTY
Dina Fine Jewellery provides a complimentary lifetime manufacturing warranty to the original purchaser for jewellery manufactured by Dina Fine Jewellery. “Lifetime” means the lifetime of the original purchaser.
WHAT IS COVERED
This warranty covers manufacturing defects in the jewellery’s metalwork, construction or stone setting that existed when the item was supplied or developed because of defective workmanship.
If, after inspection, we confirm that the issue is covered, we will repair the jewellery without charge. If repair is not reasonably possible, we will discuss an appropriate replacement or other remedy with you.
WHAT IS NOT COVERED
This warranty does not cover:
• Normal wear and tear, scratches, dents or gradual deterioration
• Accidental damage, impact, misuse or failure to follow care advice
• Loss, theft or disappearance of the jewellery
• Damage or stone loss caused by impact, bent or worn claws, or failure to have visible damage checked promptly
• Changes in finger size or personal preference
• Natural characteristics, inclusions or colour variations in diamonds or gemstones
• Damage caused or contributed to by repairs, resizing, alterations or other work completed by another jeweller
Work completed by another jeweller does not remove your statutory rights. However, this voluntary warranty may not cover the affected part where that work caused or contributed to the problem.
AFTERCARE AND RESIZING
We recommend having your jewellery professionally inspected regularly, particularly rings worn every day.
One complimentary resize is available for eligible rings where resizing is technically possible and safe for the design. Certain eternity rings, heavily stone-set designs and other specialist pieces may not be resizable. Additional resizing or alteration work may be chargeable.
HOW TO MAKE A WARRANTY CLAIM
Contact sales@dinafinejewellery.co.uk or call +44 7440 099961 before sending or bringing in your jewellery.
Please provide proof of purchase and details of the issue. We will inspect the jewellery and explain whether the problem is covered before beginning work.
If the issue is not covered, we may offer a chargeable repair quotation. No chargeable work will begin without your agreement.
This warranty service is currently administered within the UK and is additional to, and does not affect, your statutory rights.
CONTACT US
For questions about delivery, cancellations, returns or refunds, contact:
Dina Fine Jewellery
Unit 13, 99 Hatton Garden
London
EC1N 8NX
Email: sales@dinafinejewellery.co.uk
Telephone: +44 7440 099961
MODEL CANCELLATION FORM
You may use this form to cancel an eligible standard online or telephone order, but you are not required to use it.
To: Dina Fine Jewellery, Unit 13, 99 Hatton Garden, London, EC1N 8NX
Email: sales@dinafinejewellery.co.uk
I hereby give notice that I cancel my contract for the sale of the following goods:
Goods:
Order number:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Customer’s signature, only if this form is submitted on paper:
Date: