Contact
We are here to help with every part of your DIAMLUME experience
Whether you have a question before ordering or need assistance with a piece you already own, our Client Care team is here to help.
For the fastest response, choose the topic that best matches your request and email us with the details listed below.
Client Care Email
Write to clientcare@diamlume.com . Our Client Care team replies by email, usually within 2 business days. During launches, holidays, or periods of high request volume, additional time may be required.
How We Can Help
Product details, materials, sizing, and availability
Order status, production timing, shipping, and tracking
Engraving, birthstone, initial, and numeral options shown on eligible product pages
Returns and exchanges
Repairs, maintenance, resizing, and jewelry care
IGI grading report and DIAMLUME finished jewelry certificate questions
Website accessibility assistance
Privacy and Cookie Preferences requests
What to Include in Your Email
Before ordering — the product link and your question. If you are deciding between stones, sizes, or metals, tell us which options you are considering so we can answer for that exact piece.
An existing order — your order number and your question. The order number is in the confirmation email we sent when you placed your order.
Return or repair — your order number, a short description of the issue, and clear photographs of the piece. We do not have a self-serve return portal: returns, exchanges and repairs are started by email, and our Client Care team confirms eligibility and sends shipping instructions before anything is sent back. Return shipping, inspection, and repair charges follow our policy and are confirmed case by case.
Email Subject Lines
Use a short subject so your message reaches the right person: “Product question — [item name]”, “Order — [order number]”, or “Return or repair — [order number]”.
Before Sending Jewelry
Please do not send jewelry to DIAMLUME before receiving written shipping instructions from Client Care. Unapproved packages may not be accepted or processed.
Joint Operation
This website is jointly cooperated by TRUECREST COMMERCE LIMITED and Cherrycom Worldwide SL.
Company name: Cherrycom Worldwide SL
VAT number: B01965813
Company address: 3 Resurrection Street, Getafe 28, Madrid, 28091, Spain. (this is not a returning address)
Company name: TRUECREST COMMERCE LIMITED
Company address: ROOM 39, 3/F 143 WAI YIP STREET KWUN TONG HK