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CUSTOMER SERVICE

Customer Service

  • Shipping & Delivery

    Most items on our site are in-stock and ready to ship. Exceptions include rings that require sizing and “Design Your Own Jewellery” items. For more information, please read the details below.
     

    Loose Diamonds

    The order process begins as soon as your online purchase is completed. Your loose diamond will be shipped once the item is located, your payment is approved, and the receiving address is verified. We generally ship loose diamonds within 48 to 72 hours.
     

    Design Your Own Jewellery

    Items in this section usually require some additional time for fulfillment. Expected delivery time is usually 2 to 4 weeks. Your order item will be shipped once it is ready, your payment is approved, and the receiving address is verified.
     
    Please note that sometimes with the volume of orders we receive, an item can go out of stock before we're able to post notification to the site. If this happens, we will notify you personally so we can help you find another item.
     

    Custom Designed Jewellery

    We offer custom designed jewellery. If you do not see the design you want. Send us your design and we will make it. Due to the uniqueness of custom design jewellery we do not offer refund on custom design pieces.
     

    Fancy Colored Diamonds

    If you are interested in fancy coloured diamonds please call a consultant at 888-970-0399 to find out what items we have available.
     

    Canadian Diamonds

    We provide a broad range of high-quality Canadian diamonds.
     
    Shipping
     

    Shipments are Insured

    We fully insure each order all the way to you. That means that when your order is in transit to you, shipment is always risk-free. For added security, it is our policy that a signature is required for all Adamas orders, regardless of any signature waivers you may have with FedEx.
     

    Shipping to Alternative Address

    If you prefer, we can ship your order to an address other than your billing address. As a security precaution, we require that your alternate shipping address be on file with your credit card company. This step helps protect you from fraudulent charges to your credit card. If you would like to arrange delivery to a FedEx location call one of our customer service agents at 888-970-0399.
  • Privacy & Security

    Adamas International will occasionally update its privacy statement to reflect company and customer feedback. When Adamas International posts changes to this statement, you will see the word "Updated" next to the Privacy Policy link on the Adamas International home page. Adamas International encourages you to periodically review this page to be informed of how we are protecting your information. If you have questions or concerns about policy changes, you should first contact the Adamas International customer service department at service@adamas-intl.com or 888-970-0399.

    Your privacy is important to us. This privacy policy is designed to inform you of what information Adamas International collects, why we collect such information and how we use the information we collect.
     
    The following statement discloses the privacy practices for Adamas International (www.adamas-intl.com). We take customer privacy seriously and do not sell or give out any customer information. We firmly assure you that none of the information you share with us will be shared or sold to any third-party company or individual at any time.

    Your privacy is extremely important to us. The trust placed in us by our customers is absolutely essential to our success. We understand that and do all we can to earn and protect that trust. We do not share your personal information with any outside companies nor collect any information. If you have any questions or concerns about our privacy policy, please contact us at (905)970-0388 or 1-888-970-0399 or email us at info@adamas-intl.com
     

    Collection and use of information

     
    In general, you can browse our Web Site without telling us who you are or revealing any personally identifiable information about yourself. Personally identifiable information means any information that will only be used to identify an individual, including, but not limited to, a first and last name; home, billing or other physical address; an email address; phone number or other contact information; and a credit card number and expiration date. When you submit your personally identifiable information to us, you are giving us your consent to the collection, use and disclosure of your personally identifiable information as set forth in this privacy policy.

    As a policy, Adamas International does not sell, trade or rent your personally identifiable information to third-parties, unless you have granted us permission to do so.
     

    Communications:

    If you provide Adamas International with personally identifiable information, this information will only be used to communicate to you information regarding Adamas International and its products and services. For example, we will only communicate to you information regarding promotions, surveys, contests, sweepstakes or product or service updates. Your personally identifiable information will only also be used to improve and customize our Web Site's content, layout and services. These uses improve and customize our interactions with you to better meet your needs.

    In addition to the uses set forth above, if you contact one of our diamond and jewellery consultants (and provide personally identifiable information to the consultant) or submit a request or inquiry through our Web Site, we will use your information to respond to your inquiry or request and to provide you with any other additional information that we believe will only be helpful or interesting to you.

    If you place an order with Adamas International, in addition to the uses set forth above, we will use your personally identifiable information to confirm your order, prevent and detect fraud or abuse, respond to your requests or inquiries, provide you with other administrative information regarding your order and provide you with any other information we deem helpful or interesting to you.

    If you do not want to receive communications from Adamas International you may elect to opt-out of receiving such communications; please see the "Choice/Opt-Out" section below for more information.
     

    Internal Use:

    We will only compare and review your personally identifiable information for errors, omissions and accuracy. We will only also use your personally identifiable information internally to improve our marketing and promotional efforts, Web Site content and product offerings. Your personally identifiable information will only also be used internally to conduct internal research on our users' demographics, interests, behavior and generally to better understand and improve the usability, performance and effectiveness of our Web Site and our marketing programs.
     

    Compliance with Law and Fraud Protection:

    We will only collect and disclose any information, including personally identifiable information, we deem necessary, in our sole discretion, to comply with any applicable law, regulation, legal process or governmental request. We will only collect and possibly share personally identifiable information and any other information available to us in order to investigate, prevent or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any personal or as otherwise required by law. We may also exchange information, including personally identifiable information, with other companies and organizations for credit fraud protection and risk reduction.
     

    Service Providers:

    We will only share your personally identifiable information with authorized third party partners, agents and contractors. For example, if we need to ship something to you, we must share your name and address with a shipping company. Examples of other third parties that we will only share your personal information with include: webhosting companies, fulfillment companies (e.g., companies that fulfill product orders), jewellers, assemblers, data analysis firms, affiliates, third party consulting or marketing firms and e-mail service providers. Additionally, if you use a credit card or other financing alternative to place an order with Adamas International, to confirm and process your order we will share your personally identifiable information with such financing company. These third parties only receive personally identifiable information if such information is needed to perform their function(s), and they are not authorized to use any personally identifiable information for any other purpose(s) other than the purpose(s) set forth by Adamas International. We only provide third-parties with the minimum amount of personally identifiable information necessary to complete the requested service, product or transaction.
     

    Special Events:

    If you choose to participate in a special event (for example, a promotion, contest or sweepstake), Adamas International will only share your personally identifiable information with those organizations participating in the applicable event. Typically, these third parties do not use your information for any other purpose other than to manage the event. In some cases these third-party partners will only send you promotional materials regarding their products and services. In these cases, you will be given the opportunity to opt-out, and not have your personally identifiable information shared with that third-party partner.

    If at any time you choose to enter a Adamas International feedback contest and allow us to post your feedback on our Web Site, we will remove your feedback from our Web Site at any time if you send your request via e-mail to service@adamas-intl.com. Send this Product to a Friend: When you e-mail a product to a friend, you and your friend's names and e-mail addresses are requested. This ensures that your friend will know that you have requested that Adamas International send them an e-mail. You and your friend's e-mail addresses will only be used for this purpose unless permission is otherwise granted.
     

    Business Transfer:

    Your personally identifiable information will only be disclosed as part of any merger, sale of company assets or acquisition, as well as in the event of an insolvency, bankruptcy or receivership, in which personally identifiable information would be transferred as one of the business assets of the Company. International Transfers: Information collected on this Web Site will only be stored and processed in the United States or any other country in which Adamas International or its affiliates, subsidiaries or agents maintain facilities and by using this Web Site, you consent to any such transfer of information outside of your country.

    Adamas International abides by the safe harbor framework as set forth by the U.S. Department of Commerce regarding the collection, use and retention of data from the European Union.
     

    IP Address:

    When you visit our Web Site, Adamas International collects your IP address to, among other things, help diagnose problems with its server, administer and tune the operation of its Web Site, analyse trends, track traffic patterns, gather demographic information for aggregate use, and track the date and duration of each session within our Web Site. Your IP address will only also be used in combination with your personally identifiable information for credit fraud protection and risk reduction.
     

    Data Collection Devices, such as Cookies and Web Beacons:

    In some instances, Adamas International will only collect non-personal data through cookies, web logs, web beacons (also known as pixel gifs or action tags) and other monitoring technologies. Where authorized by us, third parties will only use cookies, Adamas International's web log files, web beacons and other monitoring technologies to compile aggregate statistics on Adamas International's behalf. The non-personal information that we collect is used to better understand and improve the usability, performance and effectiveness of our Web Site and marketing programs. We will only share or transfer non-personally identifiable information with or to our affiliates, licensees and partners.

    "Cookies" are small pieces of information that are stored by your browser on your computer's hard drive. We use cookies on certain pages of our Web Site to, among other things, analyse our web page flow, measure promotional effectiveness, deliver you a more customized shopping experience, track visits from our affiliates and partners and allow the use of our shopping cart. Adamas International does not use cookies to store or collect any personally identifiable information. You are always free to decline our cookies if your browser permits; although, by declining the use of cookies you may not be able to use certain features on the Web Site.

    Adamas International Web pages may also contain electronic images know as Web beacons. These Web beacons allow Adamas International to count users who have visited certain Web pages or to deliver co-branded services. Adamas International may also include Web beacons in its email messages in order to determine whether the message has been opened or acted upon.

    Additionally, Adamas International will only use third-party advertising or content delivery companies to serve ads or images on our Web Site or on other web sites on the World Wide Web. These companies will only use web beacons to place a persistent cookie on your computer. Doing this allows the third party to recognize your computer each time you visit certain pages or emails and compiles anonymous information. Information collected through these third-party advertising companies is anonymous.
     

    Children under 13

     
    Adamas International does not knowingly collect personal information from children under the age of 13. If we learn that we have collected personally identifiable information from a child under the age of 13, we will delete that data from our systems. Please visit the FTC's website at www.ftc.gov for tips on protecting children's privacy online.
     

    Links

     
    Our Web Site will only provide links to other third-party Web Sites which are outside our control and not covered by this privacy policy. We encourage you to review the privacy policies posted on these (and all) Web Sites.
     

    Security

     
    Adamas International is committed to the protection of the personally identifiable information that you share with us. We utilize a combination of security technologies, procedures and organizational measures to help protect your personally identifiable information from unauthorized access, use or disclosure. For example, we store the personally identifiable information you provide on computer servers with limited access. Additionally, when we transfer sensitive personal information (for example, credit card information) over the Internet, we protect it using Secure Sockets Layer (SSL) encryption technology.
     

    Updating Your Information

     
    If the personally identifiable information Adamas International has gathered from you changes or you would like to revise such information, we will gladly correct or update any personal data you have previously provided to us. To request a change or update to your personal information, please send an e-mail to service@adamas-intl.com or contact one of our diamond and jewellery consultants at 888-970-0399.
     

    Opt-Out

     
    We want to communicate with you only if you want to hear from us. To opt-out of receiving communications from Adamas International: (1) select "unsubscribe" on our subscription status page and enter the requested information; or (2) make your request in person by contacting a diamond and jewellery consultant at 888-970-0399 or by e-mail at service@adamas-intl.com.
     

    Consent to Adamas International Privacy Policy.

     
    By using this Web Site, you agree to Adamas International's privacy policy. This is our entire and exclusive privacy policy and it supersedes any earlier version. We may occasionally update this privacy policy. When a revision is made we will revise the "last updated" date on this page. We encourage you to periodically review this privacy policy to stay informed about how we are protecting your information. Your continued use of this Web Site constitutes your consent to this privacy policy and any updates.

    For other terms and conditions that apply to your use of our Web Site, please see our Adamas International Product Policies and Legal Notices.
     

    Comments or Questions

     
    If you have questions about this privacy policy, please contact the Adamas International customer service department at service@adamas-intl.com or at 888-970-0399. You may also send us your comments about the Adamas International Web Site or the shopping experience in general, as we always appreciate feedback.
     
  • Returns & Replacements

    How to return an order

     
    If for any reason you are not satisfied, you can return any item in its original condition within 30 days of the date of shipment for a refund or an exchange.
     
    1. Contact Customer Service: To return a diamond or jewellery item to Adamas, please contact our Customer Service department at 888-970-1633 or by email at service@adamas-intl.com. They will provide you with detailed instructions on how to process your return. To ensure proper handling of all duties and taxes, please follow the return instructions provided. Please note, the shipping and handling fee is non-refundable.
     
    2. Packing your order: Secure your item(s) and all the original packing materials, including the return form, packing slip and the diamond certificate and appraisal (a $250 replacement fee will be charged otherwise) if applicable, in a plainly wrapped cardboard box. As a matter of caution do not write, jewellery, diamonds or other luxury-related words anywhere on the package, as this invites theft.
     
    3. Shipment and Insurance: For your protection, please insure every return and make sure you get a receipt confirming your return has reached Adamas. Adamas is not responsible for items lost or damaged while shipping.
     
    For international customers if your order is valued at
     
    a) Less than $500, you can ship it back by any carrier.
    b) More than $500, customers will have to get items insured by a 3rd party insurance company (FedEx and UPS will not insure international orders over $500.) Adamas is not responsible for arranging coverage/insurance for any returns.
     
    If you are still unsure what to do we recommend you contact our customer service at 888-970-0399 or service@adamas-intl.com to receive assistance on how to return your purchase.
     

    Return Process

     
    Once we receive your returned item our Quality Assurance Team will inspect and verify the condition of the item. All original Adamas paperwork must be included with the item in order for refunds to be processed. Once your returned item has been processed, refunds or exchange will be issued within a few days. We will refund the full cost of the item EXCLUDING shipping, handling and insurance charges. Refunds will be made using the mode of payment used in the original purchase. Please note that we do not offer refund or exchange on custom-designed items unless the error was Adamas.
     

    Conditions of return

     
    a) All returns and exchanges must be received at Adamas′ offices within thirty (30) days from the order′s original date of SHIPMENT. Orders received after this date will not be accepted for refund, exchange, or repair under any conditions.
     
    b) All returns and exchanges must include a Return Authorization Number written clearly on the outside of the shipping package. Any packages received without a Return Authorization Number will be refused.
     
    c) Improperly-packaged or uninsured return packages will not be accepted.
     
    d) All returned items must be received in their original condition. Any items that have been worn, resized, engraved, damaged, or altered in any way will not be accepted for refund or exchange.
     
    e) Custom orders such as engraved or personalized items or special finger sizes, custom-made designs are considered final-sale items and are excluded from the 15-day return policy. These items will not be accepted for refund, and they will only be accepted for exchange in the case of an error on the part of Adamas.
     
    f) All certified diamonds must be returned with their original diamond certificate and appraisal if applicable. The replacement fee for a missing or damaged diamond certificate and appraisal is $250.
     
    g) Return-shipping costs are the responsibility of the customer and will not be refunded by Adamas unless the return/exchange is the result of an error on the part of Adamas. In this case, Adamas will refund shipping costs (up to a maximum of $15), provided that a receipt or other proof of the incurred shipping charges is supplied to Adamas at the time of the return/exchange.
     
    h) Adamas is not responsible for arranging coverage/insurance for any returns. Adamas is not responsible for return-shipping losses.