Last updated: 2 October 2026
These Terms & Conditions apply to use of the Kleora Diamond website and purchases of diamonds, jewellery and related services from Kleora (“we”, “us” and “our”). Read them before placing an order or approving a custom design. For help, email support@kleoradiamond.com.
Our Privacy Policy, Refund and Returns Policy and Shipping & Delivery page provide further information. An individual quotation may contain additional terms for a custom commission; these must be communicated before you accept it. Nothing in these terms removes rights that cannot lawfully be excluded.
1. Eligibility and website use
You must have legal capacity to enter a purchase contract in your jurisdiction, or act through an authorised parent, guardian or representative. Use the website lawfully and provide accurate information. Do not attempt to interfere with the website, access another customer’s account, submit fraudulent orders, upload harmful files or misuse product and pricing data.
Browsing tools and educational content help you compare options; they do not replace an individual assessment of fit, suitability or a grading laboratory’s report. Contact us before ordering if you need clarification.
2. Accounts and customer information
Keep account credentials confidential and notify us promptly if you suspect unauthorised use. You are responsible for checking your contact details, delivery address and order selections before submission, and for telling us about errors as soon as you notice them. We may need to verify information relevant to a payment, delivery or service request.
Our use of personal information is described in the Privacy Policy. Do not include passwords, card security codes or unnecessary sensitive information in messages or design uploads.
3. Product descriptions and grading reports
Review the listing for the specific diamond or jewellery item you intend to buy, including diamond type, shape, carat weight, colour, clarity, metal, dimensions, setting and any grading-report reference. Lab-grown diamonds must be distinguished from natural diamonds; rely on the description of the selected item.
Grading reports are supplied where stated for the particular item. The laboratory and report number shown on that listing identify the relevant report. Small accent stones and finished jewellery do not necessarily have an individual grading report for every stone. Verify specifications against the available report and contact us about a discrepancy before ordering.
Photography, videos, CAD images and Ring Builder previews are illustrations. Screen settings, magnification and viewing conditions can affect perceived colour, size and appearance. A preview does not show the finished item at actual scale or guarantee an exact photographic match. Disclosed manufacturing tolerances do not permit us to supply an item that fails to conform to its agreed description.
4. Ring Builder and saved selections
The Ring Builder combines a diamond with a compatible setting and your chosen ring size. Check the metal, diamond reference, ring size, engraving and combined price on the review screen and in your bag. Setting-only prices and loose-diamond prices are separate components; the total for a configured ring includes both.
Saved builds, wishlists and items in the bag are shopping aids. They do not fix a price, complete a purchase or guarantee that supplier inventory remains available. Clearing browser storage or the expiry of a shopping session may remove saved selections. Resetting a build clears the in-progress configuration; it does not cancel an order or remove an item already added to the bag.
Configured rings and loose diamonds are added one at a time. Rebuilding an item keeps the original in your bag until its replacement is successfully added. Review the bag again before checkout, especially if you have been shopping in more than one browser tab.
5. Availability, holds and order confirmation
Diamond availability can change because inventory may be supplied by manufacturing partners and offered through other sales channels. A website stock indication, saved selection or temporary hold is not a guarantee that a supplier has secured the stone for your order.
Where temporary stock holds are available, they expire and are subject to the relevant inventory or supplier conditions. A request for a supplier hold requires supplier confirmation. We may need to contact a manufacturing partner after an order is submitted to confirm the diamond and its price.
An automated acknowledgement confirms receipt of your order request; it does not by itself confirm supplier availability or final acceptance. We will communicate order acceptance, any required verification and material changes. If an item cannot be supplied as ordered, we will contact you about an alternative or cancellation and refund. We will not substitute a different diamond or charge an additional amount without your agreement.
6. Prices, currency, taxes and errors
The storefront displays prices in U.S. dollars (USD) unless the checkout or quotation expressly identifies another currency. Check the payable amount, any discount, shipping charge and tax shown before confirming payment. Your bank or payment provider may apply conversion rates or foreign-transaction fees that Kleora does not set.
Prices and promotions may change before an order is accepted. Import duties, destination taxes or customs charges may be payable separately unless expressly included in the checkout or quotation. Ask us before payment if you are unsure which charges are included.
We seek to keep descriptions and prices accurate, but supplier or display errors may occur. If a material error affects your order, we will explain it and ask whether you want to proceed on the corrected terms or cancel. If you do not agree to an additional charge, you may cancel the affected order and receive the refund due. We will not use a price-error clause to remove rights that applicable law gives you.
7. Payments, promotions and financing
Use a payment method offered at checkout and that you are authorised to use. Payment authorisation, capture and verification depend on the selected provider and order process. We may pause fulfilment while a payment or suspected fraudulent transaction is investigated, and will explain any action affecting your order as appropriate.
Coupons, gift cards and promotional credits are subject to the conditions communicated with that offer, including eligibility, exclusions, expiry and any limits on combining offers. We will not introduce an undisclosed promotional condition after purchase.
Installment or financing products are available only where offered by the checkout provider. Approval, interest, fees, repayment schedules and credit checks are governed by that provider’s agreement. A financing illustration elsewhere on the website is not a credit approval or a guarantee of a particular payment plan.
8. Custom designs and approvals
A consultation or custom-design form is an enquiry, not a completed jewellery order. Before production, review the written quotation and approval materials for the design, diamond, metal, dimensions, ring size, price, payment schedule, anticipated timing and any specific service conditions.
Where CAD or design approval is requested, check it carefully and ask for clarification before approving. Production begins under the payment and approval arrangements agreed for that commission. A later change may affect cost or timing; any additional charge must be explained and accepted before the changed work is undertaken.
Design fees, deposits and any specific cancellation or return conditions must be disclosed before you commit. Custom, bespoke or engraved status does not automatically remove all return or consumer rights. Eligibility depends on the agreed conditions, our Refund and Returns Policy and applicable law.
9. Engraving and ring sizing
Check engraving spelling, dates, punctuation and the selected style before checkout or approval. Character limits and available engraving options are shown by the website or confirmed in your quotation. The finished appearance depends on the jewellery’s dimensions and material; a screen preview is a guide.
Confirm the ring size using our Ring Size Guide or seek professional measurement when uncertain. Engraving changes and resizing after production may require additional work or affect dispatch timing. Ask us promptly if a selection needs correction.
We offer one complimentary resize for eligible rings under the published returns and resizing conditions. Certain designs, including full eternity bands, may not be suitable for resizing. Contact us to confirm eligibility and the applicable request window; a quoted size does not imply that every design can later be resized.
10. Crafting and delivery estimates
Ready-to-ship, made-to-order and bespoke pieces have different preparation times. See the listing, your quotation and the Shipping & Delivery page for the estimate relevant to your order. A crafting period and a carrier transit period are separate stages.
Estimates can be affected by supplier confirmation, design approval, payment verification, requested changes, production workload, public holidays, customs or carrier disruption. Tell us before ordering if a proposal or event date is essential. An estimated date is not a guaranteed deadline unless we expressly agree to it. We will communicate material delays and honour any remedies required by applicable law.
11. Shipping, customs and delivery issues
Delivery is subject to destination and carrier availability. Check the delivery address and any carrier requirements, including signature requirements. Shipping insurance and tracking are provided under the arrangements described on our Shipping & Delivery page or your order confirmation.
For international orders, cooperate with lawful customs requirements and pay destination charges that were not included in your purchase. Customs clearance can add time. A change of address, redelivery or return-to-sender issue should be discussed with us as soon as possible; any additional cost must be explained rather than assumed.
If a parcel is missing, damaged or appears to have been tampered with, contact us promptly with your order reference and the available delivery information. Retain packaging and photographs if doing so is safe. We will work with the carrier to investigate. Investigation or insurance procedures do not remove your statutory rights or automatically make you responsible for a shipment you have not received.
12. Changes and cancellation
Contact us immediately if you need to amend or cancel an order. Our published cancellation guidance allows cancellation before an order has been packed or shipped. A commissioned service already performed or a custom order with separately accepted conditions may require an individual review; any applicable charge or restriction must have been disclosed and must be lawful.
Once an item has shipped, a cancellation request normally follows the returns process. Approved cancellation refunds are returned to the original payment method, subject to provider processing time. None of this limits a cancellation or withdrawal right available to you under applicable law.
13. Returns, inspection and refunds
Our Refund and Returns Policy provides a 30-day return window from delivery for eligible standard catalogue jewellery and loose certified diamonds. Review that policy and any specific conditions disclosed for your order. Do not assume that every customisation has the same voluntary return conditions.
To start a return, email support@kleoradiamond.com with your order reference. Obtain return authorisation and the appropriate shipping instructions before sending valuable items. Return the item with its grading report, original packaging and supplied accessories as required by the policy.
Voluntary returns are subject to inspection and the published condition requirements, including original, unworn condition. These requirements do not override a legal remedy for faulty, misdescribed or non-conforming goods. Explain any defect when requesting assistance rather than assuming it is an ordinary change-of-mind return.
The published policy provides for approved return refunds to the original payment method within 3–5 business days after inspection. Your bank or provider may take additional time to show the credit. Currency conversion can affect the amount received in your local currency. Government customs duties and taxes paid separately must normally be addressed with the relevant authority. Contact us if a refund confirmation or amount needs clarification.
14. Warranty, repairs and care
Kleora’s advertised manufacturing warranty and aftercare services apply according to the coverage provided for the purchased item. Contact us with your order reference and a description or photograph of the issue so that we can assess it and explain the remedy, repair arrangements and any cost before work proceeds.
A manufacturing warranty should not be treated as insurance against loss, theft, accidental damage, ordinary wear or every future alteration. Ask for the coverage relevant to your item, including any effect of work performed by another jeweller. A voluntary warranty or aftercare programme supplements rights that applicable law gives you; it does not replace them.
Follow care instructions, avoid unsuitable chemicals or impact and arrange inspection if a stone appears loose or a setting is damaged. Do not continue wearing an item where doing so could cause further damage or loss.
15. Design references and intellectual property
Website photographs, text, design materials and other content belong to Kleora or their respective rights holders. You may use the website and save information for personal shopping purposes, but commercial copying, republication or other use requires the relevant permission.
Provide only photographs, sketches and reference material that you are entitled to share. By submitting a reference, you permit us to use it to review your enquiry and prepare or fulfil the requested design, including with service partners where necessary. This does not by itself transfer ownership of your material or give us permission to publish your personal photographs for marketing. Reference media may have shareable file links as explained in the Privacy Policy; avoid uploading unrelated sensitive information.
Third-party designs may be protected by intellectual-property rights. A reference does not oblige us to reproduce a protected design exactly. Any separate design-ownership or usage arrangement for a commission should be agreed in writing.
16. External services and website availability
External payment, financing, grading-report, delivery, chat and social-media services have their own terms. Review those terms when using the relevant service. Links are provided for convenience and do not mean we control every external service or its content.
We may maintain or update the website, and interruptions can occur. If an order cannot be completed online, contact us for assistance. A website interruption does not cancel an accepted order or remove our obligations relating to it. Do not rely on an unsaved screen or a stale browser tab as an order confirmation.
17. Responsibility and consumer rights
Each party remains responsible for its obligations under the agreed order and applicable law. We do not exclude liability that cannot lawfully be excluded, including applicable rights concerning faulty goods, fraud or other mandatory protections.
Where applicable law permits limits on liability, responsibility for losses depends on their cause, foreseeability, the agreed purpose of the purchase and the circumstances. These terms do not impose an automatic purchase-price cap or require you to waive a statutory remedy. Your own lawful actions and information may be relevant to resolving a problem, but supplier or carrier involvement does not by itself remove Kleora’s responsibility to you.
18. Questions, complaints and disputes
Contact support@kleoradiamond.com with your order reference, a clear description of the issue and the outcome you are requesting. Include relevant photographs or correspondence where useful, without sending unnecessary personal or financial information. We will review the concern and communicate the next steps.
Contacting us does not prevent you from using a relevant consumer-protection authority, payment-provider dispute process or court where you have a right to do so. Nothing here requires binding arbitration or removes a legally available complaint or dispute route.
19. Applicable law and interpretation
The law and mandatory consumer protections applicable to your transaction govern the rights that cannot be excluded by agreement. These terms do not select an exclusive foreign court or require you to give up protections that apply where you live. Any separate governing-law provision for a specific business agreement must be expressly agreed and cannot override mandatory consumer rights.
If a provision is found invalid or unenforceable, the remaining provisions continue only to the extent permitted by law. A failure to enforce a provision on one occasion does not automatically waive it for the future.
20. Updates and contact details
We may update these terms for future use and orders. The version communicated when your order is accepted applies to that order, unless a lawful change is agreed or required. A later website update does not retrospectively introduce new charges or remove agreed rights.
For order questions or assistance, contact Kleora Diamond at support@kleoradiamond.com or visit Contact Us. Further information is available in our Privacy Policy, Refund and Returns Policy and Shipping & Delivery page.