Your Post-Purchase Experience

Our TenSevenSeven custom engagement rings are expertly crafted upon order by our artisan jewellers before they go through a rigorous quality assurance process. This commitment to quality and expert craftsmanship requires time, and on average we suggest allowing approximately 4 weeks to receive your piece, after your payment has been received. 

Once your order is submitted, one of our Diamond Experts will be in touch to walk you through the process, answer your questions, and discuss any special requirements you may have. You will receive progress updates along the way as we keep you informed at every step, from your unique diamond arriving, right through to the final polish. 

We understand the importance of discretion when a proposal is being planned, so your order will arrive in unbranded packaging to keep its contents a secret. We have partnered with a personalised concierge delivery service to ensure the day, time, and location for delivery are exactly what you need. If you require special delivery arrangements, including expedited or Saturday delivery, you can contact us to make these arrangements. 

We are committed to ensuring every order is an exceptional experience from the moment you start creating. Our Diamond experts are here to answer all your questions and provide guidance as you build your dream piece. 

TenSevenSeven Care Plan

Your complimentary three-year TenSevenSeven Care Plan includes two different services during the period of cover:

1. a ring resize within product sizing guidelines (certain styles are not suitable for sizing and are excluded from this service), once only; and

2. a yearly service consisting of the following services (dependent upon which of these services are applicable and relevant for your Product):

  • rhodium plating (for rhodium plated parts of Product only)

  • refinishing and polishing

  • inspection and cleaning

  • prong tightening

  • reshape and polish (where the reshape is caused through reasonable wear and tear)

For full details of the TenSevenSeven Care Plan, click here.

Resizing

We want your bespoke ring to be perfect, so if the size isn’t quite right, we offer a complimentary resize within the first 12 months of your purchase. Please note that some rings, such as eternity rings, cannot be resized due to the nature of their design. Outside of the complimentary period, rings can be resized for a fee. For further details, please click here.

If you’re unsure of the correct ring size, please contact our Diamond Experts to request your complimentary ring sizer.

10-Year Warranty

We stand behind the quality of our pieces. TenSevenSeven offers a complimentary 10-year warranty on all our pieces. This warranty includes any quality issues that arise from a manufacturing defect, including loose diamonds or loose prongs and missing pavé stones. 

This warranty does not cover issues that arise from normal wear and tear, including but not limited to scratches, dents, misshapen bands, or cracked stones. Lost or stolen pieces are also not covered by this warranty.  

If you encounter any problems with our engagement ring or wedding band, contact our Diamond Experts here on how to proceed with your repair. 

Please note that any work performed on our pieces by anyone outside of our TenSevenSeven team will void this warranty. 

Returns and Exchanges

At TenSevenSeven, we offer complimentary 30-day returns, so that you can make sure your purchase is just right. If for any reason you are not satisfied with your purchase, simply return it within 30 days for an exchange or full refund. For eligible orders, our return, exchange and resize policy timelines begins when you receive your goods.  

We take pride in our products with exceptionally high standards. We offer free return shipping on any goods and will provide shipping labels and arrange collection so that your return process is seamless and easy. Please see here for our full T&Cs on returns. 

How to return an order: 

  1. Obtain the return shipping authorization code – Contact us to obtain a return shipping authorization code and request your free shipping label. You will also need to confirm the exact location, date & time for the collection to take place. 

  2. Packing your order – For all returns and exchanges, include all original packaging and accompanying materials, including the packing slip and all diamond certificates. For resizes, do not include original certificates and accompanying materials. For security reasons, do not write jewellery, diamonds, or other related words anywhere on the package. 

  3. Shipment – We will email you your shipping label for you to print, when the courier concierge comes to collect the goods, they will provide the outer shipping bag. Enclose your item inside its original ring box. For your convenience, we recommend using the original packaging for your order. Place the ring box inside the medium box. Place the medium box inside the larger box. Place this larger box into the shipping bag and affix the label to the outside, your courier driver/concierge will help you with this. Please note the goods must be packed in their original packaging ready to be collected on the given day and time. 

  4. Processing your refund – Once your returned goods are received by TenSevenSeven they will be assessed by our Diamond Expert, we endeavour to have your refund processed within 15 business days. We will refund you via the same method with which you paid. For credit card and bank transfers, your refund will be credited into the same account and eligible refunds will be made by us in AUD. Please be mindful of this if you intend to return a product given to you as a gift.