Support & FAQ

Support & FAQ

Contact Us

Kohlmarkt 7, 1010 Vienna, Austria
Monday - Saturday
10:00 - 18:00
office@mydiamondring.com
0800 9003400 (Free from Austria and Germany)
0800 900340 (Free from Switzerland)
+43153390072 (International)

Do you offer any help to configure an engagement ring?

Yes. We’re happy to help you every step of the way. Please visit our Assistance page in order to find the right setting, the right diamond, and the correct ring size. Or book an appointment with us, in-store or online.

Free Shipping, Delivery & Insurance

When will my order be delivered?

For Engagement Rings & Wedding Bands: You will receive your purchase, 15 days after your order has been placed. Public holidays extend the delivery time and lead to a postponement of delivery by two working days following the holiday.

For Fine Jewelry items: You will receive your purchase, 3-5 days after your order has been placed.

Our team will contact you by e-mail to coordinate the delivery.

Which shipment provider is used by My Diamond Ring?

All international orders (including Germany and Switzerland) are shipped with FedEx or UPS. After posting, the shipments are delivered within 1 to 2 days.

All shipments within Austria are sent with Post Express (formerly EMS). After posting, the Post Express shipments are delivered the next day until 13:00.

You will receive a tracking number by e-mail once your parcel has been shipped.

Can I get my order delivered to an address that is different to my billing address?

Yes. Both your delivery address and your billing address can be entered during checkout.

Is my item insured during shipping?

Yes. Insurance costs are included in the price. My Diamond Ring always insures and registers all shipped items for their full value during transit.

Is the shipment free?

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

In case of returns, resizings, exchanges, repairs, or other, please refer to the sections below.

30 Days Returns & 100% Money Back Guarantee

What is My Diamond Ring's return policy?

If you are not satisfied with your purchase, you may return it within 30 days of receiving your purchase. To qualify for a return, your item must be sent back in its original unworn condition and original packaging. The purchase price will be refunded in full. The costs for return shipping are to be covered by the customer.

Is the return shipping free?

No. The costs for the return shipping are to be covered by the customer. But we will cover the insurance for the package as long as you follow the shipping procedure mentioned above.

Free Resizing & Engraving

What is My Diamond Ring's ring size change policy?

As part of the My Diamond Ring Guarantee, we offer one free ring size change on all of our engagement rings and wedding bands.

In case you're not sure about the ring size, visit our Ring size help page or contact us at office@mydiamondring.com. Our team can help you find out the right ring size.

What is My Diamond Ring´s engraving policy?

As part of the My Diamond Ring Guarantee, we offer one free engraving on all of our engagement rings and wedding bands. Engravings can be a combination of any letter or number up to 20 characters in length and are available in block letters or cursive.

Does the “Free resizing & Engraving” guarantee apply to all items sold on the website?

No. The “Free resizing & Engraving” guarantee applies exclusively to engagement rings and wedding bands. Fine jewelry items do not benefit from it.

How can I get my ring resized and/or engraved?

To get your ring resized and/or engraved, please proceed with the following steps:

  1. Contact us at office@mydiamondring.com to notify us about the ring size change and/or engraving,
  2. We will send you an address for the shipment.
  3. Please make sure to package the ring securely to avoid any damage during shipment. You are more than welcome to send the ring in its small velvet box only, so it is a smaller package.
  4. If you are sending your ring back from Germany, Austria, or Switzerland, please ship it with DHL, FedEx, UPS or the Post and share the tracking ID-Number with us per e-mail at office@mydiamondring.com. This way the package is automatically insured through My Diamond Ring. If you are sending it back from another country, please contact office@mydiamondring.com.
  5. Our team will inform you by email when your ring has arrived to our office. This usually takes two working days (weekends and holidays excluded).
  6. Once your ring has been resized and/or engraved, it will be shipped back to you. This usually only takes a few business days.

Is the shipment free?

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

Lifetime "My Diamond Ring Guarantee"

What does the "My Diamond Ring Guarantee" include ?

- Annual prong tightening;

- Annual polishing;

- Annual rhodium plating and cleaning.

Does the “Lifetime My Diamond Ring Guarantee” apply to all items sold on the website?

No. This guarantee applies exclusively to engagement rings and wedding bands. Fine jewelry items do not benefit from it.

How can I get my ring serviced?

To get your ring serviced, please proceed with the following steps:

  1. Contact us at office@mydiamondring.com to notify us about the services you require.
  2. We will send you an address for the shipment.
  3. Please make sure to package the ring securely to avoid any damage during shipment. You are more than welcome to send the ring in its small velvet box, so it is a smaller package.
  4. If you are sending your ring back from Germany, Austria, or Switzerland, please ship it with DHL, FedEx, UPS, or the Post and share the tracking ID-Number with us per e-mail at office@mydiamondring.com. This way the package is automatically insured through My Diamond Ring. If you are sending it back from another country, please contact office@mydiamondring.com.
  5. Our team will inform you by email when your ring has arrived to our office. This usually takes two working days (weekends and holidays excluded).
  6. Once your ring has been serviced, it will be shipped back to you. This usually only takes a few business days.

Is the shipment free?

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

Lifetime Diamond Upgrade

What is My Diamond Ring´s "Lifetime Diamond Upgrade" policy?

Any certified diamond you have bought from us can be exchanged, forever, for its purchase price, for a larger diamond, as long as the exchanged diamond is undamaged and the new diamond is at least twice as expensive as the exchanged one. The diamond must be returned with its GIA certificate.

What happens if I lost the certificate?

If you return a diamond without its original laboratory grading report, a 150 euro charge will apply to replace the certificate.

How can I exchange my diamond?

To get your diamond exchanged for another one, please proceed with the following steps:

  1. Contact us at office@mydiamondring.com to notify us about the diamond exchange.
  2. We will review your request and will send you an address for the shipment.
  3. Please make sure to package the ring securely to avoid any damage during shipment. You are more than welcome to send the ring in its small velvet box, so it is a smaller package.
  4. If you are sending your ring back from Germany, Austria, or Switzerland, please ship it with DHL, FedEx, UPS, or the Post and share the tracking ID-Number with us per e-mail at office@mydiamondring.com. This way the package is automatically insured through My Diamond Ring. If you are sending it back from another country, please contact office@mydiamondring.com.
  5. Our team will inform you by email when your ring has arrived to our office. This usually takes two working days (weekends and holidays excluded).
  6. Upon arrival, we will duly inspect the diamond and its GIA certificate and will deduct its purchase price from the larger diamond you wish to buy in order to issue a new invoice.
  7. Once the price difference has been paid, we will exchange your diamond and ship the ring back to you. This can take up to 15 days after your new diamond order has been placed.

Is the shipment free?

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

Repairs

What if my order has a manufacturing defect upon arrival?

We duly inspect all of our jewelry before shipping it to you. Hence, we guarantee that the delivered goods are free from defects at the time of delivery. If you have the feeling that there is a defect (for example an indentation or a scratch), we will repair the item immediately, at no cost.

What if my order needs to be repaired?

If your order needs a service that is not covered by the “Lifetime My Diamond Ring Guarantee” (for example, if your ring lost a sidestone), write to office@mydiamondring.com and we will come back with a quote for its repair.

How can I get my order repaired?

To have your jewelry repaired, please proceed with the following steps:

  1. Contact us at office@mydiamondring.com to notify us about the services you require.
  2. We will send you an address for the shipment and a quote for its repair.
  3. Please make sure to package your jewelry securely to avoid any damage during shipment. We highly recommend packing it in the small velvet box your piece of jewelry came with.
  4. If you are sending your jewelry back from Germany, Austria, or Switzerland, please ship it with DHL, FedEx, UPS, or the Post and share the tracking ID-Number with us per e-mail at office@mydiamondring.com. This way the package is automatically insured through My Diamond Ring.If you are sending it back from another country, please contact office@mydiamondring.com.
  5. Our team will inform you by email when your item has arrived to our office. This usually takes two working days (weekends and holidays excluded).
  6. Once your payment has been received and your item repaired, it will be shipped back to you. This usually only takes a few business days.

Is the shipment free?

If your item suffered from a manufacturing defect, My Diamond Ring will cover all shipping costs.

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

Exclusive Designs

Where are your rings designed?

All of our rings are designed in our Viennese Atelier. If you wish to get a custom design, write us on office@mydiamondring.com and we will establish a quote.

Where are your rings produced?

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

Conflict-Free Diamonds

Are all stones from My Diamond Ring natural?

Yes. We offer natural, certified, conflict-free diamonds only.

Are all your diamonds conflict-free?

Yes. All of our diamonds are conflict-free and traded in accordance with the International Kimberley Process.

For more information, please visit www.kimberleyprocess.com

Can I see real images and videos of your diamonds?

Yes. Each diamond detail page displays only real images and videos so you can truly see a magnified close-up of each stone. Unlike other businesses, we never display any placeholder image or video.

Are all your diamonds GIA certified?

All the diamonds we offer that are above 0.25 ct are certified by GIA (Gemological Institute of America). The GIA reference code is engraved on the side of the diamond, which can only be viewed under a microscope. GIA does not issue certificates for smaller diamonds.

Is GIA the best grading laboratory?

Yes. The GIA (Gemological Institute of America) is the oldest and most renowned diamond grading laboratory, which is why My Diamond Ring works with GIA exclusively.

Can I access the actual GIA certificates of your diamonds?

Yes. Each diamond detail page comes with a “GIA certification” button which will lead you to the actual GIA certificate of the diamond you are looking at.

What is the quality of the diamonds used in your jewelry?

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.

As for the smaller diamonds, used in the shank, around the central stone, or in our Fine Jewelry collection, we use G-SI quality, which means the stones are white and free of visible inclusions.

How do I know whether the diamond is real?

The GIA reference number is engraved on the side of the diamond and is forgery-proof. It must be identical to the number stated on the certificate which will be shipped with your order.

Orders

Can I order a setting only?

No. All of our settings are to be bought with one of our diamonds.

Can I order a diamond only?

No. All of our diamonds are to be bought with one of our engagement rings.

What happens if the diamond I chose is not available anymore?

If it is no longer available, we will use a replacement stone that has exactly the same or better quality and apply the same price.

If your diamond is bigger than 0.75 ct, we will ask you if you are happy with the replacement we have found before proceeding with its change.

Is it possible to combine discount codes?

No, it is not possible to combine discount-codes. Please use one code only.

What comes with my order?

Engagement rings are shipped in high-end packaging containing a small velvet ring box, a velvet travel ring pouch, and the GIA certificate of your diamond. Overall, your package has the size of an unbranded shoebox so no one would assume it carries high-value items.

For wedding bands and Fine Jewelry items, your order is shipped alongside a small light grey cover box, a small velvet jewelry box, and a velvet travel jewelry pouch.

Payments

What are the payment options offered by My Diamond Ring?

We offer various payment options (including prepaid cash, bank transfer, credit card, Paypal, or direct debit.) The payment method you can actually use is shown during checkout.

Can I pay in installments?

Generally, we don’t offer installment payments. In special cases, we do make an exception but it depends on various factors. Please send an email to office@mydiamondring.com to find out more information.