FAQ's - The Diamond Store.co.uk
We pride ourselves on outstanding value and outstanding customer service. You can read examples of what previous customers think here! (Testimonials).
If any of your questions are not answered below, please just call us on 0845 084 1200 or email us and we will do our best to help you.
These are the five most asked questions
How long do I have to wait until I receive the item?
What if I do not like the item I have ordered?
What if I get the ring size wrong?
Do you have a shop where I can come and view your jewellery?
Are your orders sent in plain packaging?
Other Frequently Asked Questions:
Help! I have never brought jewellery online before
How long before I get my jewellery?
How can you offer such BIG savings?
What are your returns and refunds policy?
What if I order the wrong size ring?
What is included in the price ?
What metals are your jewellery made of?
What are the differences between settings?
How do I know the diamonds I am buying are "conflict free"?
Delivery
What delivery service do you use?
How long do I have to wait to get my Jewellery?
What's the situation with returning my goods to The Diamond Store?
What guarantees do I get when I buy from The Diamond Store?
How do I contact The Diamond Store?
How long do I have to wait until I receive the item?
You will receive an email from us confirming that likely dispatch date of your order, we send these emails from Monday to Friday and between 10am - 6pm. We aim to confirm the dates within a few hours or the order being made apart from weekend orders which are dealt with on Monday morning.
Our normal process is...
The order is placed and all the relevant details have been checked, the stockroom will confirm the availability of the item ordered and we will then notify you of this via an email. Usually we will have the item in stock and it will be dispatched the same day.
Occasionally we will need to alter a ring we have in stock to the size you require and this process takes approximately 5-7 days. Alternatively if we may make the ring for you, (at no extra cost!) and this procedure takes approximately 7-10 days. In both cases you will receive an email confirming this.
Please Note:- All our full eternity rings are made to order and take approximately 3 weeks to supply.
Very, very occasionally an item may take 6 weeks for us to make for you but we would discuss this with you before going ahead with the process.
If the item you have ordered needs to be supplied before a certain date then please notify us of this at the time of placing the order and we will do everything we can to supply the jewellery to you by that date. If we really don't think we can meet a deadline we will tell you......
What if I do not like the item I have ordered?
We offer a 30 day full money back guarantee to return the item if you are not completely satisfied with your purchase.
We are happy to accept returns on rings that we stock and are unworn between the sizes J-Q for ladies rings and between the sizes R-W for men's rings.
A small number of items such as full eternity rings, special order items and rings outside of our stock holding sizes are non returnable and non exchangeable but we will of course notify you of this before proceeding with the process of making the item for you.
Our 5 year guarantee against any manufacturing or craftsmanship faults is not affected by the size or type of ring ordered.
What if I get the ring size wrong?
We will do all we can in helping you to determine the size you require. The best way to achieve this would be by ordering one of our free ring sizer tools that can be requested on our website.
If the size ordered is incorrect we should be able to re size the ring for you at a standard cost of £15.00. Whether or not we can re size the ring depends on the amount of adjustment that is required and the particular style of ring that has been purchased.
Certain rings such as Full Eternity Rings cannot be resized (or returned) , if this is the case with the ring you want we will notify you of this before processing your order and ask you to confirm that you are happy to proceed..
Do you have a shop where I can come and view your jewellery?
Unfortunately we do not have any stores or facilities to receive the public.
This is the main reasons that we are able to sell our jewellery at discounted prices and provide you, our customers with incredible savings.
Our 30 day full money back guarantee allows you to view the jewellery in the comfort of your own home and return the item to us for a full refund if the jewellery is not as expected. (see returns)
Are your orders sent in plain packaging?
Yes. All our parcels are dispatched in plain packaging and give no indication what so ever as to the contents inside.
This is mainly for security reasons and also to allow our customers to maintain the element of surprise.!
Help! I have never brought jewellery online before
Most of our customers have never purchased jewellery online and with such an important and expensive purchase we do understand any anxiety.
Our superb jewellery has a 5 year guarantee against faults. All our products are genuine and all our gem stones are natural (unless clearly stated). We also carry a large range of certified diamond jewellery to give you that added reassurance that an independent gemologist has supervised the quality of diamond we supply to you.
Our aim is to give you the best quality jewellery for the best value and with the best service possible.
Our website has an advanced level of security to protect your personal information and we never hold details of your credit card once processed. We use HSBC bank for all credit and debit cards payments.
We are also fully paid up members of the British Jewellers Association (see our certificate here).
Above all, we want you to be delighted with your purchase. If for any reason you are not, you have 30 days to return it for your money back (unless we specifically made the item for you and notified you otherwise).
How long before I get my jewellery?
We aim to send all jewellery within 24 hours of receipt of the order and whenever possible we will send your order in the next available mail out (Monday - Friday). We are confident that we can fulfil the majority of our orders within 7 working days. If you need to know the expected delivery date of an item, please call or email us. We will also work hard to meet any special delivery requirements you may have.
Once you have placed your order we will verify your credit card details and process your order. If your order is going to take us longer than 7 days to fulfil, we will let you know the expected delivery date by email before debiting your Credit Card.
We do not have a shop nor do we have facilities to receive customers. As you can imagine our security is paramount and being a warehouse makes visiting us very difficult. This is however one of the reasons that we are able to keep our prices so low! We also have a comprehensive 30 day refund policy so that you can try our jewellery on in the comfort of your own home.
How can you offer such BIG savings?
We are able to offer such BIG savings because we do not have an expensive high street shop with all its associated costs. Our success also provides us with strong buying power and we pass these discounts onto our customers without compromising on quality.
Every piece of jewellery arrives with a FREE Jewellery valuation for the RRP. In addition to this all 18K and Platinum Jewellery arrives with a Certificate of Authenticity
Read more information about our jewellery certificates.
What if I order the wrong size?
If you order the wrong ring size (mistakes can happen!) we are happy to make the ring for you in the new correct ring size for a fee of £15.
What metals are your jewellery made of?
Our jewellery arrive in a variety of metals, 9 carat yellow gold, 18 carat yellow gold, 9 carat white gold, 18 carat white gold and platinum.
We have an interesting article that explains the difference between the various gold's and it may help you decide whether to order white gold or platinum. Click here for our article on gold and platinum..
The unit of weight by which a diamond is measured. One carat equals 200 milligrams, or 0.2 grams. The word comes from the carob bean, whose consistent weight was used in times past to measure gemstones. Carat, confusingly enough, also refers to purity of gold.
What are the differences between settings?
Our Jewellery comes in one of the 8 following settings:
Claw – Also called “prong” in the US. Literally claws made of the precious metal grip the stones in to place. Some people like more claws than others. The balance is showing the precious stone to its fullest versus securing the stone as tightly as possible. The Diamond Store’s quality control department ensures that every precious stone is secure before despatch.
Rub Over – The precious metal holding the precious stone is “rubbed-over” the stone. This setting allows a smooth appearance to securing the precious stone.
Tension – The precious metal holds the precious stone using tension. This can give an appearance of the stone “floating” in the setting. The craftsmanship here is to keep the stone secure whilst not obviously doing so. The Diamond Store will not despatch any jewellery item without checking the precious stone is in fact secure!
Channel – The precious stones are secured between two bands of precious metal. This setting allows the stones to be set very close together and without any metal showing in between.
Pave – This setting describes the art of setting many stones on to precious metal in a manner that allows the stones very close proximity to one another giving the appearance of many stones and little metal.
Invisible – This name is used to describe a setting where the pressure of the surrounding stones to one another combine to secure the cluster. This allows many stones to appear as one.
Mixed - Used to describe jewellery where many different settings occur.
Illusion – This is a type of setting that makes use of the reflective precious metal and the precious stone to give the appearance of a stone that is larger than actual.
How do I know the diamonds I am buying are "conflict free"?
We only supply diamonds from trusted conflict free sources. Our suppliers and ourselves, are members of the British Jewellers Association and we must abide by their strict rules of association.
We have interesting articles on: Blood Diamond, Conflict Diamonds and The Kimberley Process.
We are able to supply most rings in most sizes, in some cases there will be a delay as we may need to hand craft the ring you desire in the size that you require. After receipt of your order we will email you to confirm the expected delivery date of your ring.
IMPORTANT NOTE ABOUT RINGS:
We are happy to accept returns on unworn Ladies Rings between the sizes of J to Q and Men's Rings between the sizes of R to W.
If you order the wrong ring size (mistakes can happen!) we are happy to make the ring for you in the new correct ring size for a fee of £15.
However, where we have made a ring especially for you, (Full Eternity Rings for example), these items of jewellery are non refundable. We will of course confirm this with you when we receive your order and before we take full payment.
For advice on finding your ring size click here.
We have provided a detailed explanation with suggestions on how you can find your exact ring size. For more information and to order your free ring size tool, click here.
We are able to supply most rings in most sizes, in some cases there will be a delay as we may need to hand craft the ring you desire in the size that you require. After receipt of your order we will email you to confirm the expected delivery date of your ring.
IMPORTANT NOTE ABOUT RINGS:
We are happy to accept returns on unworn Ladies Rings between the sizes of J to Q and Men's Rings between the sizes of R to W.
If you order the wrong ring size (mistakes can happen!) we are happy to make the ring for you in the new correct ring size for a fee of £15.
However, where we have made a ring especially for you, (Full Eternity Rings for example), these items of jewellery are non refundable. We will of course confirm this with you when we receive your order and before we take full payment.
Please note that on rings larger than a Q or smaller than a J the actual widths quoted can vary.
What is included in the price?
Our prices include all shipping and postage costs, along with exquisite packaging in our luxurious and substantial feeling, padded presentation box. We also include an elegant mini-bag to match. Your jewellery will arrive ready to present and wear. THERE ARE NO HIDDEN CHARGES with The Diamond Store.co.uk
What delivery service do you use?
Our chosen way of getting your jewellery to you both quickly and safely is via the Royal Mail Special Delivery. This system enables us to guarantee to you delivery of your jewellery the day after we send it.
Click here for more detailed information on our shipping and delivery
How long do I have to wait to get my Jewellery?
We aim to send all jewellery within 24 hours of receipt of the order and whenever possible we will send your order in the next available mail out (Monday - Friday). We are confident that we can fulfil the majority of our orders within 7 working days. If you need to know the expected delivery date of an item, please call or email us. We will also work hard to meet any special delivery requirements you may have.
Once you have placed your order we will verify your credit card details and process your order. If your order is going to take us longer than 7 days to fulfil, we will let you know the expected delivery date by email before debiting your Credit Card.
What's the situation with returning my goods to The Diamond Store?
You may return your order within 30 days for a full refund. The goods must be returned as sent, with all packaging and tags attached. Your normal statutory rights are not affected. We aim to please and if for any reason you change your mind about the jewellery that you have ordered just let us know.
IMPORTANT NOTE ABOUT RINGS:
We are able to supply most rings in most sizes, in some cases there will be a delay as we may need to hand craft the ring you desire in the size that you require. After receipt of your order we will email you to confirm the expected delivery date of your ring.
We are happy to accept returns on unworn Ladies Rings between the sizes of J to Q and Men's Rings between the sizes of R to W.
If you order the wrong ring size (mistakes can happen!) we are happy to make the ring for you in the new correct ring size for a fee of £15.
However, where we have made a ring especially for you, (Full Eternity Rings for example), these items of jewellery are non refundable. We will of course confirm this with you when we receive your order and before we take full payment.
For further information on our returns policy click here
What guarantees do I get when I buy from The Diamond Store?
We guarantee your satisfaction. You may return your order within 30 days for a full refund. The goods must be returned as sent, for example: with all packaging and tags attached. Your normal statutory rights are not affected.
All products are Hallmarked according to UK legislation which guarantees the materials have been passed by a UK government approved agency.
We are also bound by the rules set out by British Jewellers Association of whom we are a member.
How do I contact The Diamond Store?
For any questions or queries regarding your order with The Diamond Store.co.uk you can contact us by
By emailing us: sales@thediamondstore.co.uk
Or by calling us on: 0845 084 1200.
