Last updated: 2 August 2026
Every Novia Diamonds piece is individually designed and made to order according to each client’s chosen specifications. Please review the following policy carefully before confirming your order.
Bespoke and Made-to-Order Jewellery
As our jewellery is created specifically for you, we are unable to accept returns or exchanges due to a change of mind.
This includes pieces made according to your selected:
- Design
- Diamond or gemstone
- Metal
- Ring size
- Measurements
- Engraving
- Other personalised specifications
The usual change-of-mind cancellation rights applicable to standard online purchases generally do not apply to goods made to a customer’s specifications or clearly personalised.
This does not affect your statutory rights where an item is faulty, damaged, incorrectly made or not as described.
Cancellations
Please contact us as soon as possible if you wish to cancel your order.
Our initial design payment covers the bespoke consultation, CAD design and diamond-sourcing process. Once this work has begun, this payment is non-refundable.
Once a design has been approved, materials have been ordered or production has started, the order cannot usually be cancelled. Any cancellation accepted after this stage will be at the discretion of Novia Diamonds and may be subject to deductions for design work, diamonds, materials, labour and other costs already committed to the order.
Design Changes
You will be asked to review and approve your design before production begins.
Please check all design details, measurements, metal choices, stone specifications and ring sizes carefully before providing approval.
Changes requested after approval may:
- Incur an additional charge
- Extend the estimated production time
- Require a revised CAD design or remake
We will confirm any additional costs before carrying out further work.
Faulty, Damaged or Incorrect Items
Every piece is carefully inspected before dispatch and a video will be sent. In the unlikely event that your jewellery arrives damaged, is faulty, differs from the approved design or you receive the wrong item, please contact us as soon as possible at hello@noviadiamonds.com.
Please include:
- Your full name
- Your order details
- A description of the issue
- Clear photographs or video where applicable
We will review the item and, where appropriate, arrange a repair, replacement or refund in accordance with your statutory consumer rights.
Please do not arrange repairs or alterations through another jeweller before contacting us, as this may affect our ability to inspect and resolve the issue.
Ring Sizing
Each ring is produced in the size confirmed by the client before production.
If the size supplied is incorrect or the client’s finger size later changes, resizing may be possible. Novia Diamonds offers one complimentary resize of up to two UK ring sizes, provided the adjustment is structurally possible for the design.
Resizing by more than two sizes may be available at an additional cost. This will depend on the ring’s design, setting and construction, and we will confirm the cost before beginning any work.
Eternity bands and certain intricate designs may be difficult or impossible to resize without affecting their structure or appearance. We will advise you of this before production where applicable.
A resizing request is not considered a fault where the ring has been made to the size confirmed by the client.
Natural Characteristics and Wear
Diamonds and gemstones may display natural variations in colour, clarity and appearance. These individual characteristics do not constitute a fault where the stone matches the specifications agreed before production.
Normal wear, accidental damage, impact damage, scratches, bent claws, lost stones caused by damage, improper care or alterations performed by another jeweller are not considered manufacturing faults.
We recommend arranging appropriate jewellery insurance once your piece has been received.
Refunds
Where a refund is approved, it will be returned to the original payment method.
The processing time may vary depending on your bank or payment provider. Any refund provided under this policy does not limit your statutory consumer rights.
Contact Us
For questions regarding cancellations, alterations, returns or repairs, please contact:
Novia Diamonds
Email: hello@noviadiamonds.com
Website: www.noviadiamonds.com
