Support & FAQ

Your ring is crafted within approximately 2 weeks, after which it is shipped. Once dispatched, delivery usually takes up to 2 working days. Public holidays may cause slight delays.

Our team will contact you by email to coordinate delivery and confirm a date that suits you.

Yes. My Diamond Ring covers all shipping costs within Europe from our Atelier to your desired address.

For returns, resizings, repairs, exchanges, or other services, please refer to the relevant sections below.

All orders are shipped with UPS. Delivery takes 1 to 2 working days after dispatch.

You will receive a tracking number by email once your parcel has been shipped.

Yes. Insurance is included in the price. All shipments are fully insured and registered for their full value during transit.

Yes. You can enter separate billing and delivery addresses during checkout.

Yes. You may choose in-store pickup during checkout or inform our team directly.

Our boutique is located at Kohlmarkt 7, 1010 Vienna, Austria

Yes. Orders are shipped in unbranded, anonymous outer packaging, approximately the size of a shoebox, with no indication of the contents.

You may return eligible items within 30 days of receipt. Items must be unworn and in their original packaging. Once received, we will issue a full refund.
Please contact our team before returning an item so we can guide you through the process.

Yes. All standard diamond rings, engagement rings, and wedding rings are eligible for return, even if engraved, provided they meet our return conditions mentioned above.

No. Atelier Creations, fully bespoke pieces designed exclusively for you, are not eligible for return. Altered rings, included those with minor modifications (for example, changing a 4-prong setting to 6 prongs), are also excluded from returns.

No. We do not offer direct exchanges. However, all eligible rings can be returned within 30 days for a full refund, after which a new purchase can be made.

Please contact our support team first at office@mydiamondring.com. They will provide instructions to ensure your item is safely returned and your refund processed smoothly.

No. Return shipping costs are covered by the customer. However, insurance the return shipment is covered by My Diamond Ring. Please make sure to contact our team before sending your item back, and they’ll guide you through the process and insurance details.

No. All of our settings are offered exclusively with one of our diamonds.

No. All of our diamonds are sold exclusively with one of our diamond and engagement rings designs.

If the diamond you have selected is no longer available, we will offer one of the following options:

- suggest a replacement stone of equal or higher quality at the same price. If the diamond is priced slightly higher (up to € 100 for natural diamonds and € 50 for lab-grown), we cover the price difference.
- If a suitable replacement is not immediately available, you may choose to wait until an equivalent diamond becomes available.
- or you may opt for a full refund.

Your ring is shipped in a packaging containing:

- A MY DIAMOND RING © velvet ring box
- A white leather travel ring pouch
- The diamond certificate of your diamond (GIA for natural diamonds and IGI for lab-grown diamonds)
- Your original invoice.

Our package is shipped anonymously without any branding.

If you have any questions regarding your order or wish to request a modification or cancellation, please contact our team by email or phone as soon as possible. Our customer service team will be happy to review your request, discuss the details with you, and advise on what options may be available.

We offer a range of secure payment options, including prepaid cash, bank transfer, credit card, PayPal and direct debit. The payment methods available to you will be displayed during checkout.

As a general rule, we do not offer instalment payments. However, in exceptional cases, this may be possible depending on specific circumstances. If you would like to enquire, please contact us at office@mydiamondring.com, and our team will be happy to advise you.

Yes. By subscribing to our newsletter, you will receive a € 100 discount code valid on diamond and engagement rings.
You may also receive exclusive offers during seasonal promotions.

Yes. We usually offer separate discount codes for wedding rings. Customers who have previously purchased a diamond or engagement ring from My Diamond Ring may receive a € 50 to € 100 discount on wedding rings.

Please note that only one discount code can be used per couple.

To receive a personalised discount code on wedding rings, please contact us at office@mydiamondring.com with a brief mention of the model of the wedding rings you are interested in, and we will send you a personalised discount code.

No. Discount codes cannot be combined. Only one code may be used per order at checkout.

Please first check whether the discount code you have entered applies to the product you are purchasing, as some codes are valid only for specific items (e.g. for engagement rings only).

If the issue persists, please contact us at office@mydiamondring.com. Our team will be happy to assist you.

Yes. All diamond and engagement rings are covered by the My Diamond Ring Guarantee, which provides lifetime servicing.

The guarantee includes:

- 1 complimentary ring resizing
- 1 complimentary engraving
- Annual prong tightening (checking the claws)
- Annual polishing
- Annual rhodium plating and cleaning

Note that manufacturing defects are handled separately. Refer to the "Repairs" section below.

No. The guarantee applies only to diamond and engagement rings.

Wedding rings are not covered, but include one complimentary resizing and one complimentary engraving. Additional services are available for a fee.

We advise you to stop wearing the ring immediately to avoid losing the diamond. Please contact us at office@mydiamondring.com, and our team will assist you.

Please contact our support team first at office@mydiamondring.com. They will provide instructions to ensure your ring is safely shipped back for servicing.

Yes, partially. The costs for the return shipping are covered by the customer. My Diamond Ring will cover the shipping costs back to your delivery address.

Yes. Wedding bands are not covered by the lifetime guarantee, but we offer cleaning, maintenance, and adjustments for a fee. Contact us at office@mydiamondring.com, and our team will provide a quote and guide you through the process.

We offer one free ring size change on all of our engagement rings and wedding rings.

Sidestones models (i.e. rings with small diamonds set along the band) can be resized up to three sizes. Resizing beyond three sizes, either up or down, requires the ring to be completely remade and is available for an additional fee. Please contact us at office@mydiamondring.com for a quote.

There are several ways to determine the right ring size. Please consult our Ring Size Guide for guidance.

We offer one free engraving on all of our engagement rings and wedding rings.

Engravings can include letters, numbers, and common symbols such as punctuation marks or simple shapes like hearts and stars. They can be up to 20 characters long and are available in block letters or cursive. Very intricate designs, emojis, or detailed icons are not possible due to size limitations.

Please contact our support team first at office@mydiamondring.com. They will provide instructions to ensure your ring is safely shipped back for resizing or engraving.

Yes, partially. The costs for the return shipping are covered by the customer. My Diamond Ring will cover the shipping costs back to your delivery address.

All of our rings are carefully inspected before shipping. We guarantee that items are free from manufacturing defects at the time of delivery. If you believe your piece has a defect (for example, a scratch or indentation), please contact us immediately. We will repair it at no cost.

If your order needs a service that is not covered by the “Lifetime My Diamond Ring Guarantee” (for example, a lost sidestone), please contact us at office@mydiamondring.com. Our team will review the issue and provide a quote for the repair.

Please contact our support team first at office@mydiamondring.com. They will provide instructions to ensure your ring is safely shipped back for repair.

- If your ring has a manufacturing defect, My Diamond Ring will cover all shipping costs.

- For other repairs, the costs of the return shipment have to be covered by the customer. My Diamond Ring will cover the shipping costs back to your delivery address.

All of our rings are conceived and designed in the Viennese atelier of "Schullin Wien", a haute joaillerie house and the parent company of My Diamond Ring.

Our rings are handmade by experienced goldsmiths in Austria and Belgium.

Yes. Small alterations, such as adding extra prongs to an existing model, are possible and can be made for an additional fee starting at € 200.

Yes. Atelier Creations are unique, custom-designed pieces exclusive to you. Our team will work with you to co-create a unique design. Please contact us at office@mydiamondring.com to receive a personalised quote.

No. Custom designs, altered rings, or Atelier Creations are not eligible for our 30-day return policy or exchanges.

Delivery time depends on the complexity of your design:

- Altered rings usually add only a few days to the standard delivery time.
- Atelier Creations can take up to 8 weeks after the design has been finalised with you.

For more information on the process, please contact office@mydiamondring.com.

Pricing depends on the type and complexity of your design:

- Minor alterations start at € 200.
- Atelier Creations are quoted individually based on the design complexity.

Contact office@mydiamondring.com for a detailed quote.

Both. We offer natural and lab-grown diamonds, giving you the freedom to choose based on your preferences, values, and budget.

Yes. All our diamonds, natural and lab-grown, are conflict-free.

- Natural diamonds are traded in accordance with the International Kimberley Process.
- Lab-grown diamonds offer the same brilliance and certified colour grading as mined fancy colour diamonds, without the ethical implications of mining.

Yes. Each diamond detail page displays actual images and videos of the stone, including magnified close-ups. We never use placeholder images or stock footage.

Yes. Every diamond comes with a certificate from a recognised laboratory:

- Natural diamonds are GIA-certified (Gemological Institute of America).
- Lab-grown diamonds are IGI-certified (International Gemological Institute).

Yes. GIA and IGI are the gold standard in diamond grading.

- GIA (Gemological Institute of America) is the oldest and most renowned diamond grading laboratory, which is why My Diamond Ring works with GIA exclusively for its natural diamonds.
- IGI (International Gemological Institute) is widely regarded as the premier laboratory for grading lab-grown diamonds.

Yes. Each diamond detail page includes a link which allows you to view the official GIA or IGI certificate of the diamond you are looking at.

The quality of the central stone can vary.

- The central diamond is chosen by you. You are free to choose whichever quality fits your taste and budget.

- Smaller diamonds, used in the setting, or in our wedding rings collection, are G-Si quality natural diamonds only, meaning the stones are white and free of visible inclusions.