Other Delivery Questions

How long does it take you to dispatch jewellery?

We always aim to dispatch your jewellery within 24 hours of receiving your order, Monday - Thursday.

However, while we do keep a stock of the most popular items we sell, our rings come in 50 different sizes. As we cannot keep constant stock of every size, we may need to handcraft a ring just for you or adjust the size of your item before we send it out.

In any case, we will always email you within 8 hours* with an estimated delivery date.

If we’re unable to dispatch your order immediately, we’ll tell you when we estimate we can deliver your item. Our alternative delivery times are typically either 3 days, 5 days or 7-10 days.

What are your delivery charges?

All of our deliveries are FREE. For all UK & Northern Ireland deliveries we use DPD, at no cost to you. We now also offer free FedEx or DPD on all worldwide (Non UK) orders.

Can I collect my order?

Although we have a warehouse and a workshop where our beautiful jewellery is crafted, we do not currently have a retail premises. For security reasons we cannot invite you to visit our warehouse or pick your order up from our workshop, but since we would love to meet our customers in person, this is something we are working on changing in the future.

How do I track the delivery?

As soon as we dispatch your jewellery order, you will receive an email with a delivery tracking code. Click on the tracking code link within the email. It will take you to your order information on the delivery service website, where you’ll be able to track your order’s whereabouts and the estimated delivery date and time. Please bear in mind that although we may send you a dispatch confirmation email at any time of the day, the parcels are normally collected from our offices at around 5pm. This means that your item might not show on your corresponding delivery service’s website until much later on the day of dispatch.

Is the jewellery insured whilst being delivered?

We insure your jewellery from the time it is dispatched, until it is delivered. Once you or somebody else at your address has signed for the parcel, it then becomes your responsibility, and will no longer be insured by us.

Can you deliver to an alternative address?

We are happy to deliver to your place of work or an alternative home address. However, for your own safety and for fraud protection purposes, we may need to ask you a few security questions, just to be sure it’s really you who wants us to deliver the purchase to a different address. For example, we may ask you for details like the recipient’s date of birth or for proof that you really do work at the address you want us to deliver to.

Please be aware, that for finance orders (V12 finance, PayPal Credit/Pay in 3), we are unable to change the delivery address, for fraud prevention purposes.

 

Do you deliver to BFPO addresses?

Yes, we deliver to all BFPO addresses.

What about the VAT?

Whether residents at BFPO addresses need to pay VAT is a matter that often causes confusion. We have consulted HM Customs & Excise, however, and can confirm that VAT is only deductible if you are at a BFPO address OUTSIDE the European Union. If your BFPO address is outside the UK/EU, please add a note in the ‘DEADLINES’ box on the first checkout page when you make your order. We will then check with the Post Office, and when they confirm the location of your BFPO address, we will adjust the amount we deduct from your card for the order. If the BFPO address is within the European Union, then we are afraid you will need you to pay VAT.

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If you have any questions, please email us at sales@thediamondstore.com