Shipping, Returns, Exchanges, Warranty, & Complimentary Services

Shipping

Soha Diamond Co. offers free ground shipping for purchases less than $250. For purchases greater than $250, we offer free 2–3 day Express signature shipping. Please note that Soha Diamond Co. only ships to addresses within the United States and does not ship to P.O. Boxes. For your protection, our packages are insured and require an adult’s signature upon arrival.

For Wisconsin residents, Soha Diamond Co. offers free pickup (by appointment) at our Design Studio located at 821 E Washington Ave, Madison, WI 53703. Our hours of operation are Monday through Sunday from 11AM to 7PM. You will receive a pickup confirmation email once your order is ready to pickup.

All of our jewelry is made to order. Once orders are processed, we will begin crafting the item. The item will be shipped following production, which depending on the specific item, can take up to 4 weeks to complete. Please refer to the specific item product page for production timeline. You will receive a shipping confirmation email once your order is ready to ship. Once you receive this email, please allow time for your tracking number to update with the carrier and sign up for carrier text and email alerts.

Soha Diamond Co. is committed to timely delivery of your order. However, delivery delays due to inclement weather conditions, carriers, or incorrect addresses are beyond our control. Moreover, because delivery may be impacted by events beyond our control, Soha Diamond Co. cannot be held liable for late deliveries. If you have any questions regarding our shipping methods, please contact us.

Returns & Exchanges

Return & Exchange Policy

We want you to be happy with your purchase. If for any reason you are not satisfied, please contact us to make things right. All custom fine jewelry sales are final. Otherwise, for our non-custom made-to-order fine jewelry which includes, engagement rings, wedding bands, bracelets, earrings, necklaces, diamond or gemstone jewelry, and gifts may return the item(s) and original documentation within 30 days of purchase for an in-store credit or exchange only, that is equal to the total amount paid, less any applicable shipping fees. Store credits or exchanges will not be issued for items that are returned to us more than 30 days after purchase and/or are in a non-original, worn, altered, or damaged condition.

Return Rules & Exclusions

New and unused items purchased from Soha Diamond Co. can be returned for store credit within thirty (30) days of purchase. Please note that custom pieces cannot be returned.

Returned products must be unused and in original condition, in the original packaging with original tags attached. Documents and certificates must also be included and in their original condition.

Exclusions: Please note that sale items, gift cards, and downloadable software products, as well as items that are engraved, modified, semi-custom, or custom are not eligible for return.

Return Instructions

To initiate a return, please contact us by phone (800-608-0476), email (returns@sohadiamondco.com), or live chat. If you choose to contact us via email, your message should include your full name, address, phone number, and order number as well as the reason for your requested return.

Once we confirm that a return is the appropriate remedy, we will provide a shipping label for your use. The shipping label will include both signature and insurance requirements so that it complies with our shipping policies. For return/exchange packaging instructions, please refer to the UPS Safe Shipping & Packaging Checklist. Upon electronic (email) delivery of your return-shipping label, adhere the label to the package and drop it off at the nearest carrier, and request a receipt. Please note that Soha Diamond Co. does not offer free returns. Instead, the cost of the shipping label will be deducted from the return.

Return Process

­­­­­­Once we receive the returned order, your purchase will be inspected and the condition of the item will be verified. Once your return has been processed, you will receive a confirmation email, notifying you that we have received the item and whether the return has been approved. Please allow at least 7–10 business days from the date you receive the confirmation email for the store credit to be emailed you to and issued via electronic gift card. If you believe that the in-store credit is late or missing, please be sure to check your email, spam/junk folder. If issues still persist, please contact us via email at soha@sohadiamondco.com.

Store credit will be provided for items that are returned with a gift receipt.

If the item was purchased as a gift and sent directly to the recipient, the recipient will receive store credit for the value of the return. Once the item has been returned, an electronic or physical gift certificate will be issued to the recipient.

If the item was not purchased as a gift, but was instead given as a gift, the purchaser will receive the store credit and will be notified of the return.

Exchange Rules & Exclusions

New and unused items purchased from Soha Diamond Co. can be exchanged within thirty (30) days of purchase. Please note that custom pieces cannot be exchanged.

Exchanged products must be unused and in original condition, in the original packaging with original tags attached. Documents and certificates must also be included and in their original condition.

Exclusions: Please note that sale items, gift cards, and downloadable software products, as well as items that are engraved, modified, semi-custom, or custom are not eligible for exchange.

Exchange Instructions

To initiate an exchange, please contact us by phone (800-608-0476), email (exchanges@sohadiamondco.com), or live chat. If you choose to contact us via email, your message should include your full name, address, phone number, and order number as well as the reason for your requested exchange.

Once we confirm that an exchange is the appropriate remedy, we will provide a shipping label for your use. The shipping label will include both signature and insurance requirements so that it complies with our shipping policies. For return/exchange packaging instructions, please refer to the UPS Safe Shipping & Packaging Checklist. Upon electronic (email) delivery of your return-shipping label, adhere the label to the package and drop it off at the nearest carrier, and request a receipt. Please note that Soha Diamond Co. does not offer free exchanges. Instead, the cost of the shipping label will be deducted from the exchange.

Exchange Process

­­­­­­Once we receive the order to be exchanged, your purchase will be inspected and the condition of the item will be verified. Once your exchange has been processed, you will receive a confirmation email, notifying you that we have received the item and whether the exchange has been approved. Please allow at least 7–10 business days from the date you receive the confirmation email for the store credit to be emailed you to and issued via electronic gift card. If you believe that the in-store credit is late or missing, please be sure to check your email, spam/junk folder. If issues still persist, please contact us via email at soha@sohadiamondco.com.

Store credit will be provided for items that are exchanged with a gift receipt.

If the item was purchased as a gift and sent directly to the recipient, the recipient will receive store credit for the value of the exchange. Once the item has been returned, an electronic or physical gift certificate will be issued to the recipient.

If the item was not purchased as a gift, but was instead given as a gift, the purchaser will receive the store credit and will be notified of the exchange.

Warranty

Please note that slight variations in craftsmanship or natural characteristics in lab-grown diamonds, gemstones, and precious metals exist and are unique and individual to each item. These characteristics should not be considered as defects, but rather as part of the character of the item.

OPTIONAL $1.00 LIFETIME WARRANTY (SERVICE PLAN):

At Soha Diamond Co., we stand behind our quality and craftsmanship. We know that purchasing an engagement ring is a monumental decision, both symbolically and financially. Therefore, in order to alleviate any concerns involved in this process, we offer an optional $1.00 lifetime warranty (service plan) add-on for select engagement rings. This service plan provides end-to-end protection from normal wear and tear. Please see below for coverage details.

  • Coverage Includes:
    • Defects in materials or workmanship
    • Normal wear & tear, occurring during normal use of the product
    • Initial ring sizing at time of purchase
    • One subsequent ring re-sizing
    • Chipped, cracked, and scratched diamonds and gemstones
    • Missing accent diamonds and gemstones
    • Broken, worn or bent prongs
    • Cracked or broken shanks
    • Defective stone settings
    • Covered claims under this service contract include coverage for shipping costs to and from our authorized repair center.
    • Zero deductible

After you place your order, please lookout for correspondence and follow the instructions in order to complete your registration and coverage.

For additional information and to review the terms & conditions, please click here.

Instructions

To initiate a service claim, please contact Soha Diamond Co. or call the toll-free number on your service contract. Please be prepared to include your full name, address, phone number, order number and your reason for the service coverage that you seek.

Insurance

Soha Diamond Co. suggests having your jewelry insured in the event of loss, damage, or theft and recommends Jewelers Mutual Insurance, click here for a quote and use Jeweler Code A02374. 

Complimentary Services

Complimentary Cleanings & Inspections

We proudly offer complimentary cleanings and inspections for all Soha Diamond Co. fine jewelry and custom pieces. These services are free of charge to our clients, you just pay for shipping. To take advantage of these services, please contact us via phone, email, live chat, or schedule an appointment at our design studio.

Soha Diamond Co. recommends that you have your fine jewelry cleaned and inspected every six months. These services may help prevent the loss of a stone and extend the long-term integrity, life, and look of your jewelry.

Upon inspection, necessary repairs due to normal wear may be identified at this time for an additional fee. If your fine jewelry is found to be in need of repair, we will notify you of any service(s) that your ring may need and the associated cost. Repairs will not be made without your approval.

Conditions & Exclusions

The Complimentary Cleaning & Inspections are available only to customers who purchased their jewelry from Soha Diamond Co.

Maintenance, repair, resizing, engraving, or other related service performed by a jeweler other than Soha Diamond Co. would void your.

Elysium Black Diamond Rings

Guaranteed Excellence

Your Elysium jewelry is designed and crafted to exacting quality standards and is warranted against imperfection in design, materials or workmanship. Any jewelry not meeting these standards will be repaired or replaced. To request a warranty repair, your Elysium jewelry and proof of purchase must be taken to an authorized Elysium jeweler in order for this warranty to be valid. Any jewelry with a confirmed warranted defect will be repaired or replaced for a period of one year. Subsequent to the one year, your product is still warranted but will be subject to a deductible. If any party other than Elysium has worked on your Elysium jewelry, the warranty is null and void. Warranty does not cover normal wear. Elysium may substitute a similar style for discontinued styles. Elysium is not responsible for sentimental value of the original jewelry.

Forever Fit Warranty

All Elysium rings are warranted against imperfection in design, materials or workmanship and are also covered by our ALWAYS FIT warranty, which includes a one-year ring size exchange free of charge. Subsequent to the first year, there will be a fee applied for size changes. To request a resize or size exchange, your Elysium ring and proof of purchase must be taken to an authorized Elysium jeweler in order for this warranty to be valid. If any party other than Elysium has worked on your Elysium ring, the warranty is null and void. Warranty does not cover normal wear. Elysium may substitute a similar style for discontinued styles. Elysium is not responsible for sentimental value of the original jewelry.

Thorsten Rings

Manufacturer Warranty & Lifetime Resizing

Manufacturer’s Free Lifetime Warranty: Thorsten jewelry is made to the highest standards using quality materials and expert craftsmanship and should be free of defects. Any jewelry that fails to meet these standards of excellence will be replaced under warranty. This warranty covers manufacturing defects as well as cracks or breaks from accidental damage. This warranty does not cover normal wear and tear, such as scratches. While Thorsten rings are scratch resistant, scratches can occur. To request warranty coverage, simply email us at thorsten@sohadiamondco.com. Once we have determined that your ring meets the standards for coverage under this warranty, we will work with Thorsten to have your ring replaced. If your ring is no longer manufactured, a similar style may be substituted. While this service is complimentary, you are responsible for shipping costs. Engraving does not void this warranty; however, re-engraving is not covered when a ring is replaced. Therefore, any engraving will have to be redone following replacement. If you would like to re-engrave the replacement ring, we will be happy to do so at an additional cost, which will be quoted to you.

Lifetime Resizing: Thorsten rings are also eligible for lifetime resizing. If your ring size ever changes, we will replace your ring with a different size. To initiate this process, email us with your original invoice at thorsten@sohadiamondco.com. While this service is complimentary, you are responsible for shipping costs. If your ring style is discontinued, a similar style may be substituted. Following replacement, any engraving or custom work will have to be redone at an additional cost, which will be quoted to you.

Returns: New and unused Thorsten rings purchased from Soha Diamond Co. can be returned within thirty (30) days of purchase. Please note that custom pieces (engraved and/or personalized) cannot be returned. To initiate a return, email thorsten@sohadiamondco.com with your order #. We will then send you a return form with full instructions on sending your ring back to Thorsten. Please note, return shipping costs are at your expense. Once your ring is inspected by Thorsten, we will issue a full refund back to the original form of payment.

Assistance & Questions

For assistance, please contact us via email, live chat, or phone (800-608-0476). Our customer service representatives are available Monday through Friday, 8:00 AM to 7:00 PM CT.