Delivery & Returns
Delivery
We offer free Royal Mail Special Delivery on all domestic orders.
Your True Brilliance jewellery will arrive beautifully presented in our signature box, tied with a ribbon. For your discretion, the outer packaging does not feature any True Brilliance branding.
As most of our items are made-to-order, they typically take approximately 10–14 days to create and ship. Please allow an additional 7 working days for personalised engraving.
Estimated shipping times are calculated at checkout based on your purchase. To find your estimated shipping date, please refer to the product page, checkout, and order confirmation email.
Once your order is ready, it will be shipped via Royal Mail Special Delivery at no cost to you, with a signature required upon delivery. A dispatch confirmation email, including your Royal Mail tracking number, will be sent once your order ships.
If you have any questions or concerns, please contact our Client Services team with your order number for assistance.
International Delivery
At this time, we only deliver within the UK.
Returns
Your happiness with your purchase is our top priority, which is why we offer a 30-day return policy, giving you plenty of time to ensure everything is just right.
If, for any reason, you are not completely satisfied with your True Brilliance purchase, simply return it within 30 days for an exchange or full refund.
To initiate a return or exchange, please notify us with your order number. We will guide you through the process. Once we receive and inspect your returned item, if it meets our return criteria, we will process your refund within 14 days. Refunds will be issued to the original payment method.
Eligibility Criteria for Refunds
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Products must be returned within 30 days of delivery.
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Items must be returned with their original documentation, including Lab-Created Diamond certificates, and be in original, unworn, undamaged condition, with no adjustments or modifications.
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If any certificates are lost, a replacement can be ordered, but a £350 charge will be deducted from your refund.
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Orders that have been exchanged, resized, engraved, or custom-made (bespoke) are not eligible for return and are considered final sale.
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Previously returned orders will be treated as exchanges.
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Return shipping costs are the responsibility of the customer.
Please note, refunds cannot be processed without receiving the returned goods or valid proof of return delivery.
Items Exempt from Return
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Bespoke and personalised products are non-refundable.
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For hygiene reasons, earrings cannot be returned.
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Returns that are not properly packaged will be refused.
Returning Your Order
You are responsible for the cost and risk of returning goods to us. We strongly recommend using an insured and trackable mail service as we cannot be held liable for lost or damaged returns.
To ensure a smooth return:
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Notify Us First – Contact us at 07725 657629 or info@truebrilliance.co.uk with your order number before sending your item. We will provide the return address.
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Package Securely – Return your item in its original packaging with all documentation, including the IGI certificate. Please do not write anything on the packaging that could identify its contents. Mark the package “Fragile.”
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Use a Secure Shipping Method – Send returns via Royal Mail Special Delivery with insurance. Obtain a tracking number and receipt, and forward these to our team.
Returned items must arrive no later than 30 days from original delivery date. We cannot accept responsibility for lost or damaged returns if these steps are not followed.
If you have any questions, email info@truebrilliance.co.uk.
Refund Process
Upon receipt, our Returns Department will inspect your item. Each lab-grown diamond is micro-etched with a unique identifier to ensure authenticity. Jewellery will undergo a Quality Control check before we process any refund or exchange.
We reserve the right to refuse returns that do not meet our requirements.
Verification may take up to 7 business days. Refunds will be issued to the original payment method, which may take up to one full billing cycle to appear, depending on your bank or card issuer.
Lifetime Manufacturing Warranty
We stand behind the quality and durability of our jewellery. All purchases from our official website come with a lifetime warranty against manufacturing defects.
For details, visit our Lifetime Warranty page.
Contact Us
For further questions about delivery, returns, or warranties, please contact us:
Email: info@truebrilliance.co.uk
Website: Contact Us