Monday - Friday. 10:00 AM - 6:00 PM.
At Swanstar we believe our goods should meet and exceed your expectations and that's why we stand by our products. In an extremely rare event that the product is faulty or you are not satisfied with the product we will return the product and give you the money back. This policy extends to ALL the products including custom made jewellery.
The individual product type return policy is described below.
All of our signature collection diamonds are backed with 30 days NO-Questions-Asked return policy. This includes change of mind returns. We take great pride and have extreme confidence on our signature collection diamonds and that's why we back these by our 30 days no-questions-asked return policy. If you change your mind and would like to return the merchandise, we will take it back for 100% money refunded to you (minus shipping and insurance), as long as it is unused, undamaged and within 30 days. The offer applies to goods that have not been seen in our showroom.
These diamonds while backed by our 30-days money back satisfaction guarantee, but do not include change of mind returns. We guarantee that all of these diamonds will be EXACTLY how they are described by their grading certificate (and our diamonds are ONLY certified by GIA or AGS). In addition to this all virtual inventory diamonds are thoroughly inspected in our office and verified with their accompanying grading certificate before being shipped to you. We will also let you know in case you have made a bad choice selecting a diamond from virtual inventory and will work with you to select the best diamond in your budget. We may consider change of mind returns on a case-by-case basis and at our discretion. A restocking fee (usually 25% of the diamond component) may apply in addition to shipping (includes inward shipping from overseas) and insurance costs.
Our Engagement Rings like our signature collection diamonds are backed by our 30 days no questions asked return policy. As long as those rings don't have to be custom made to accommodate diamonds out of normal range, or a ring size out of normal range, or other customisation applied according to customer's requirements. If you change your mind and would like to return the merchandise, we will take it back for 100% money refunded to you (minus shipping and insurance), as long as it is unused, undamaged, unaltered and within 30 days. The offer applies to goods that have not been seen in our showroom.
Settings costing above 3,000$ are excepted and don't qualify for change-of-mind returns. Although ALL of these are still covered by our 30 days money-back satisfaction guarantee and our 365 days warranty.
Settings with centre stone setting style of bezels also don't qualify for change-of-mind return because these are produced specifically for the customer's diamond are considered custom project.
All custom projects including engagement rings don't qualify for change-of-mind returns.
Rings that need to be manufactured to cater out of normal ring sizes and out of normal diamond sizes are also excepted.
All other jewellery is covered by our 30 days money-back satisfaction guarantee.
Note: We reserve the right to repair or replace the product before a return is authorized.
All goods returned must be in their original pristine unused condition along with all their original packaging and any accompanying diamond certificates and appraisals. Diamonds returned without accompanying certificates will not be refunded.
All goods are packed and opened under camera surveillance for security and insurance purposes.