The James Allen Guarantee

We stand behind every item we sell and want you to be truly delighted with your purchase. If you are not 100% satisfied with your purchase, you may return it in its original, unworn condition within 30 days, for a full refund or exchange - no questions asked. All items must be in original condition and contain all original packaging and all other documentation including laboratory grading report certificate, if any.

Please note: Personalized jewelry, custom orders, engraved items, items re-sized after initial purchase, Diamond Upgrade program purchases, Clearance, and “Final Sale" items are not eligible for return or exchange.

To initiate a return or a resize, please do one of the following:

Chat with us: Open a Chat on jamesallen.com, enter your order number and ask to start a return. You will be directed to your order to initiate a return or resize.

Use my account: log into your online account and go to the “My Orders” section to set up your return (resize or repair). https://www.jamesallen.com/login

Create an account from your order: if you do not yet have an online account, you can create one using the same email address used for your purchase. Upon logging into your online account visit the “My Orders” section to set up your return (resize or repair).

Call or email us: You may also contact our Customer Service department 7 days a week, 7am-12am EST for assistance (tel:877-826-9866, service@jamesallen.com), we are here to help.

If you are located within the US, you will immediately be able to download your fully insured return label and instructions on how to return your item back to us. Please note all original packaging and documentation need to be returned to us. A copy of your fully insured return shipping label and instructions will also be emailed to you.

If you are outside of the US, your return airway bill (the international shipping document) and return shipping instructions will be emailed to you within 1-2 business days.

Additional Terms & Conditions 

Please note that personalized jewelry, special orders, engraved pieces, and clearance items are final sale, as these unique and custom-made items can’t be restocked or resold.

Items sent to our office without a RAN number, packages shipped beyond the 30-day return period, or packages that are improperly packaged or uninsured will not be accepted.

Returned merchandise must be undamaged and in "new and unused condition" to be deemed acceptable for refund or exchange. Items showing obvious signs of wear or alteration by a jeweler other than James Allen will not be accepted.

Loose diamonds must also be accompanied by the original laboratory grading report, or a $150 charge will be assessed to replace the certificate.   

We cannot resize eternity bands and tension rings, as they need to be completely re-crafted. Therefore, it is very important that you order the correct size at the time of purchase. If you need help determining a ring size, please use our ring sizer widget or contact our Customer Service team. We now offer tennis bracelet resizing to shorten your bracelet for a non-refundable fee of $100. The removed links will be returned to you with your bracelet.