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Customer Help

Our team is always here to assist you.

Common ordering questions answered

Orders and Shipping

Simply go the account page and register your new account.

You can change your shipping and/or billing address by visiting the addresses tab on your account page.

This is optional. You can add/remove payment methods at any time by visiting the payment methods tab on your account page.

We offer free overnight shipping on all orders over $1,000 and free ground shipping (usually second day) on all orders under $1,000. All shipments are fully insured and we proudly use FedEx for most deliveries. Please note that we do not ship internationally or to P.O. boxes. Please allow up to 2 business days after your order is placed for your items to be shipped. We make every attempt to ship in-stock items the day after the order is placed. When the order is made after 2pm CST, it will be processed on the following business day. Circumstances that may delay shipments include, but are not limited to:
• Payment that requires longer than 24hrs to process.
• Item alterations such as ring sizing or custom engraving.

If you need to return or exchange an item

Returns and Exchanges

Please call or send us an email so we can help resolve your issue.

1. In-stock Finished Jewelry

a. 14 day full return
i. For phone and/or online purchases, an RA number must be requested and included on the return label.
ii. Item must be postmarked or hand delivered within the 14 calendar day return period.
b. The return period starts:
i. The day the shipment provider attempts delivery of the package at the verified shipping destination, or, the day your item arrives at a FedEx location (or other shipping provider) if your item is shipped “Hold for Pickup”.
ii. The day your order would have been ready should you request delayed delivery.
iii. For in-store purchases, the 14 days starts on the day you are notified that your order is ready for pickup.
c. Must be in unworn/new condition and contain original receipt, certificates and packaging where applicable. Must not have been altered by anyone other than Shaftel Diamonds.
d. Please allow 10 business days after our receipt of your return to verify and assess the contents and condition of the returned item(s), process and reimburse your funds. Refund will be processed using the same method of payment as the original purchase and in some rare cases, can take up to 4 weeks to show up in your account.

2. Custom Orders are non-returnable

a. This includes custom-engraved items
b. Our custom jewelry design process involves customer approval throughout and is therefore non-returnable once the finished product is approved either in person or electronically. Pieces specially modified at a customer’s request are considered custom items.

3. Loose Diamonds and Gemstones

a. 5 day full return from date of purchase (if in-store); 5 days from time of delivery (if online.)
b. Must have original receipt, certificate and packaging where applicable.
i. For phone and/or online purchases, an RA number must be requested and item must be postmarked or hand delivered within 5 business days of receipt of your item.

4. Return Shipping:

a. We require all returns to be sent USPS Registered Mail with a return receipt. For items above $25,000, please contact us to make special shipping arrangements. You must include your RA# on the package label. Customer is responsible for postage and insurance of items being returned. Shaftel Diamonds is not responsible for packages lost in transit.
b. Returns may be made in person or by mailing to:
SDC (RA#_____)
6222 Richmond Ave. Ste 150
Houston, TX 77096

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