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Frequently Asked Questions

BACKGROUND

Q: THIS IS THE FIRST TIME I HAVE VISITED YOUR SITE. HAVE YOU BEEN SELLING DIAMOND AND JEWELLERY AND LUXURY BRANDED WATCHES FOR LONG?

A: We have over 40 years experience in the diamond industry. The Diamond Jeweller was established in early 2004 with the aim of providing the UK public with high quality diamond jewellery at fantastic prices. We are specialists in diamonds, diamond engagement rings, diamond rings and diamond jewellery, and have an impressive range of over 3,000 items in stock.

Q: I HAVE NEVER PURCHASED DIAMOND JEWELLERY OR A LUXURY BRANDED WATCH VIA THE INTERNET. IS IT SAFE?
A: The internet is being used by more and more people in the UK who realise that they can make huge savings on items such as diamond engagement rings, diamond rings and diamond jewellery compared with buying in the high street. Our payment system uses an encrypted server and so your details are 100% secure. We are full members of the British Jewellers' Association (see www.bja.org.uk for more information), and so comply with their code of ethics and best practice principles. Furthermore, we are members of the SafeBuy scheme (www.safebuy.org.uk) which aims to protect the interests of the consumer when buying online - our SafeBuy membership number is 602152. All our credentials and accredications are available for you to view on the our credentials page. You might also be interested to visit our Tips For Buying Online page, which explains what you should be looking for when making a purchase on the internet, whether you are looking for diamond engagement rings, the latest gadget, or indeed a new sofa.


PRODUCTS & PRICING

Q: WHY ARE YOUR PRICES ON DIAMOND JEWELLERY SO MUCH CHEAPER THAN MY LOCAL JEWELLERS SHOP?

A: Simple. A traditional diamond jewellery shop has a window display full of diamond jewellery and also has high retail premises rental costs, and 7 days a week staffing costs for example. This is a massive cost overhead, meaning that they have to maximise the margin they make on every piece of diamond jewellery they sell, resulting in a higher price to the customer. Our website is our shop window, and therefore we can charge much lower prices than a traditional jewellers shop for all our diamond jewellery - great news for you!

Q: ARE ALL YOUR LUXURY BRANDED WATCHES GENUINE?
A: All our luxury watches are brand new and come with their original packaging and instruction manuals. Most brands come with the manufacturers international warranty card which is endorsed by an authorised dealer. On those brands that don't come with the manufacturers warranty, The Diamond Jeweller provides a 3 year warranty. The brands we sell are Rolex, Breitling, Omega, Longines, Ebel, IWC, Jacob & Co, Zenith, Jaeger LeCoultre, Panerai, Audemars Piguet, Breguet & Patek Philippe.

Q: IT SAYS ON SOME LUXURY BRANDED WATCHES MANUFACTURERS WEBSITES NOT TO PURCHASE THEIR BRANDS ON THE INTERNET. THEREFORE, SHOULD I BE WARY BUYING FROM YOU?
A: Don't worry unduly about this. Manufacturers don't want their models to appear on the internet as it will mean they lose control of supply which will in turn mean their RRPs could decrease and therefore their profits could fall. Rest assured that the watch you purchase from us is the SAME PRODUCT that you would buy from an authorised dealer in the high street, but just at a slightly discounted price, which of course is great news for you!

Q: IS THE DIAMOND JEWELLER AN AUTHORISED DEALER FOR LUXURY BRANDED WATCHES?
A: No, we have chosen not to be an authorised dealer of any brand. As a result, we are not forced to sell at the manufacturers RRP price.

Q: DO YOU HOLD ALL THE LUXURY BRANDED WATCHES IN STOCK?
A: No. Rather than you buying a watch which has been sat around in a stock room or shop window, we work with the authorised dealer networks to get you brand new models. If you see the watch you want at the price you want to buy it at on our website, then please contact us and we will confirm the delivery time for you.

Q: WHERE WOULD I GET MY LUXURY BRANDED WATCH SERVICED?
A: A manufacturer's endorsed warranty card validates the warranty for the UK and internationally. Because the warranty card is endorsed by an authorised dealer, you are able to take the watch to your local authorised dealer on the high street and they will carry out servicing for you free of charge within the warranty period. For those branded watches which come with a warranty from The Diamond Jeweller, simply send it to us and we will carry out all the necessary servicing.

Q: WHAT ABOUT STRAP ADJUSTMENTS FOR MY LUXURY BRANDED WATCH?
A: The same applies to strap adjustments. Authorised dealers in the high street should adjust the strap for you at no charge. If they do charge, then it should be no more than approx 5.

Q: I HAVE A 5% DISCOUNT PROMOTIONAL CODE. IS THIS APPLICABLE ON LUXURY BRANDED WATCHES?
A: No. Because watches are normally sold at RRP and we provide a small discount on this, we can't provide you with any further discounts. The 5% discount would apply to every product on our site with the EXCEPTION of our luxury watches.

Q: I DON'T UNDERSTAND SOME OF THE EXPRESSIONS YOU USE IN YOUR DESCRIPTIONS OF DIAMOND JEWELLERY.
A: We try to keep jargon to a minimum in our product descriptions, but it is of course important for us to provide you with as full and accurate a description for each piece of diamond jewellery as possible. However, if you need any help on this, you can visit our glossary page, or alternatively call us on 0845 355 1164 and speak to one of our in-house diamond experts.

Q: WHAT DO YOUR PRICES INCLUDE?
A: All our prices are quoted in GBP and also include VAT. The price includes the item of diamond jewellery or branded watch, the beautiful presentation case and free delivery to anywhere within the UK. For more information on this, please visit our delivery page.

Q: CAN I SEE THE ITEM OF DIAMOND JEWELLERY OR LUXURY BRANDED WATCH I LIKE BEFORE I BUY IT?
A: No. We do, however, offer a 30 day money back guarantee if you are not completely satisfied with your purchase. Of course, this rarely happens, as our jewellery is of such excellent quality and provides fantastic value for money. We display rotational views, enlarged images and short video clips on our site which usually provides everything you need to make an informed buying decision.

Q: WHAT QUALITY OF DIAMONDS DO YOU USE IN YOUR DIAMOND JEWELLERY?
A: We use a variety of different graded diamonds. Firstly H-I/I1-I2 which are white diamonds to the naked eye with inclusions only visible to the naked eye from close distance. Secondly, H/SI quality which are white diamonds with no visible inclusions to the naked eye, and then finally G/VS quality which are superior quality white diamonds with inclusions only visible with a 30x magnification lens. For some of our diamond engagement rings and solitaire pendants, for example, the grading is more specific, so H/SI1 and H/SI2, and G/VS1 and G/VS2. For more information on diamond grading and certified diamonds, please click here.

Q: WHAT QUALITY OF PRECIOUS METALS DO YOU USE IN YOUR DIAMOND JEWELLERY?
A: We use white gold and yellow gold - in both 9kt and 18kt varieties - along with 950 platinum (95% pure). All these are UK standards. For more information, please visit our precious metals page.

Q: WILL MY DIAMOND JEWELLERY BE HALLMARKED?
A: Yes. It is a legal requirement in the UK that all precious metal be hallmarked by the British Assay Office. This means that the purity of the metal has been tested and approved. Therefore, you can be assured that the white gold, yellow gold or platinum used in our diamond engagement rings, diamond rings or diamond jewellery is indeed the genuine article. By the way, if you purchase a pair of diamond earrings, you can also rest assured that these will also be nickel-free to comply with current EU legislation. For further information on precious metals and hallmarking, please visit our precious metals page.


RING SIZES

Q: I WANT TO BUY A DIAMOND ENGAGEMENT RING, BUT DON'T KNOW MY PARTNER'S RING SIZE.

A: We have a ring size help page on our site explaining the best way to establish a diamond ring size if you are making this purchase in secret. There are 2 downloadable ring size kits you can use. Please note that 'standard' ring sizes are J - Q inclusive. Diamond ring sizes outside this range are classed as 'special orders' and therefore incur a 20 premium and are not eligible for our 30 day money back guarantee. It is also likely that the lead time from order to delivery will be longer for a special order item.

Q: WHAT HAPPENS IF I GET THE DIAMOND RING SIZE WRONG AND IT NEEDS RE-SIZING?
A: Uniquely, we offer a free after-sales ring re-sizing service to all our valued customers. The majority of diamond rings such as solitaire diamond engagement rings and half diamond eternity rings are straightforward to size. Full diamond eternity rings, however, are more difficult to re-size and are all handmade to order, so you need to ensure that you select the correct finger size first time, as full diamond eternity rings are non-returnable and non-refundable.

ORDERING & PAYMENTS

Q: HOW DO I PURCHASE AN ITEM FROM YOUR SITE?

A: Simply select the item you wish to purchase and put it in your shopping basket. At this point of purchase, for diamond rings you will be asked to enter a ring size before purchasing. Likewise, with diamond pendants, you will be asked if you would like to purchase a matching chain and, if so, the type of metal and the length of the chain. When you have made your final selection, go to the checkout where you will be asked to enter your card details online - we accept all major credit/debit cards. You will then receive an automatic email confirmation of your order. For more information on our website functionality and the features within it, why not take a moment to visit our how to use our site page.

Q: THE AUTOMATED ONLINE PAYMENT SYSTEM IS REJECTING MY CREDIT CARD DETAILS. WHAT SHOULD I DO?
A: If this is happening, there is a reason for it. Check that you haven't made any errors on inputting your data such as the card number and expiry date. Also make sure that you have typed your address and postcode correctly (and that this address relates only to the billing address for the card), as the system automatically checks this to ensure the card is valid. If you are still having problems, please call us on 0845 355 1164. We are able to manually process payments and will endeavour to help wherever possible.

Q: CAN I PLACE MY ORDER BY PHONE OR FAX?
A: Yes, you can call us on 0845 355 1164 if you are in the UK, or + 44 845 355 1164 if outside the UK. Our fax number is 01902 376 106 (or + 44 1902 376 106 if outside the UK). Our hours of operation are 8am - 8pm daily. Out of hours, you can always call us and leave a message, and we will respond to you the next working day.

Q: DO YOU ACCEPT METHODS OF PAYMENT OTHER THAN CREDIT CARD?
A: Whilst the majority of payments through our site are made by credit or debit card, we can accept bank transfers or cheques. Payments made by cheques or bank transfers are eligible for a 1.5% discount on the price of the item. You will see this discounted price displayed alongside the standard credit card price next to each item of diamond jewellery. If this is your preferred payment method, then please make your selection and then call us at the point of purchase to arrange this with one of our customer service representatives.

Q: I WANT TO ORDER FROM OUTSIDE THE UK. IS THIS POSSIBLE?
A: It depends where you are. For further information, please call us on + 44 845 355 1164 to discuss.


DELIVERY & RETURNS

Q: BY WHAT METHOD WILL MY ITEM OF DIAMOND JEWELLERY OR LUXURY BRANDED WATCH BE DELIVERED?
A: We use Royal Mail Special Delivery which is a fully insured and guaranteed next day pre-1pm delivery service. For more information on this, please visit our delivery page. We also offer a next day pre-9am delivery service at an additional small charge - please call us on 0845 355 1164 for more details.

Q: WHAT SORT OF PACKAGING WILL MY ITEM OF DIAMOND JEWELLERY OR LUXURY BRANDED WATCH ARRIVE IN?
A: We provide beautiful packaging for all our items of diamond jewellery. The packaging depends upon whether the item you purchase is part of a jewellery collection or simply The Diamond Jeweller's own brand. If you purchase one of the items from our branded jewellery collections such as Chic Ice or Bentelli for example, these are presented in their own unique packaging. Our standard presentation cases are beautiful walnut-effect boxes with a stylish silk interior. Our branded watches will of course come in original packaging with all the relevant instruction manuals.

Q: HOW LONG WILL I HAVE TO WAIT UNTIL MY DIAMOND JEWELLERY OR LUXURY BRANDED WATCH IS DISPATCHED?
A: Within the UK, we normally dispatch our items of diamond jewellery and watches within 5-7 working days following receipt of order, and the standard delivery time for every item on our site is displayed at the point of purchase. However, this may be slightly longer for 'special orders' and items which may be out of stock when you place your order. We will, of course, notify you personally should the lead time be longer than that displayed on the site. You can call us on 0845 355 1164 at any time for an update on your order if you so wish, or use our online Order Tracking facility.

Q: WHEN WILL I KNOW WHEN MY PURCHASE IS DUE TO BE DISPATCHED? IT WON'T JUST TURN UP ON THE POST WILL IT?
A: No. Being as the items we dispatch are generally high value purchases, here at The Diamond Jeweller one of our quality assurances is that we will always contact you prior to dispatch to confirm delivery arrangements. As we use the Royal Mail Special Delivery service. the item will require a signature upon arrival. If you want to get an idea of when your item will arrive, why not use our online Order Tracking facility. We will always be discrete when making contact you about your purchase of diamond jewellery or watch, so we will try your mobile phone first, then email, and if all else fails, we will try your home telephone number. However, don't worry, if your partner answers, then we won't spoil the element of surprise! For more information, please visit our delivery page.

Q: WHAT ABOUT IF I NEED IT SOONER THAN THIS?
A: If you require your item at short notice, then please follow up your order with an email or telephone call us on 0845 3551164 to make us aware of this, and we will do our utmost to meet your deadline requirements.

Q: CAN MY ORDER BE SENT TO AN ADDRESS OTHER THAN MY HOME ADDRESS?
A: Yes, we are able to deliver to an alternative address, as we realise that many items purchased through our website are often gifts that you want to present as a surpise. If this is what you would like us to do, however, please don't be offended when we ask you for proof of identity - this can be a fax or email copy of a driving licence or passport, for example. Nowadays, identity fraud is one of the most prevalent forms of theft, and we want to protect both ourselves, and the interests of our customers. The way we look at it is that if the customer is genuine, then they won't have a problem with sending us a proof of their identity.

Q: CAN YOU DELIVER TO A BFPO ADDRESS?
A: Yes, this is possible. There would be no extra delivery charge. However, please bear in mind that we will be in contact with you to request proof of identity from you, prior to sending the item of diamond jewellery or branded watch.

Q: CAN I RETURN MY ITEM OF DIAMOND JEWELLERY IF I DON'T LIKE IT? IF SO, HOW?
A: We offer a 30 day money back guarantee on all our items with the exception of branded watches (unless faulty) and special order items. We have a returns procedure for you to follow which can be found on both our returns policy page and in our Terms & Conditions section on the website. Once we have taken receipt of your item of diamond jewellery that you have returned, we will acknowledge receipt by email, and make your refund back to the credit or debit card that payment was originally taken from. Please note that this refund may take 3-5 working days to show as a credit on your card following us processing it. Please also note that any item being returned to us for refund MUST be returned unused and unworn, together with its original packaging.


GENERAL

Q: J HAVE RECENTLY READ ALOT ABOUT "CONFLICT" DIAMONDS. WHAT DOES THIS MEAN?
A: Unfortunately, there exists an illegal trade in diamonds in some 3rd world countries where diamonds are mined, where the funds generated by the diamond mining are used for illegal activities such as terrorism, for example. The diamond industry, along with many governments of the world, has taken steps to eradicate this disgraceful activity. We constantly strive to assure that all our diamonds are "conflict-free". After all, a diamond is the ultimate symbol of love, and must not be tarnished by a dark history - something that ideally should be adhered to by all diamond jewellers.

Q: DO YOU HAVE A PRINTED CATALOGUE OR YOUR DIAMOND JEWELLERY AND LUXURY BRANDED WATCHES THAT YOU COULD SEND ME IN THE POST?
A: Our product ranges are constantly evolving to suit the needs and desires of our valued customers. Therefore, we don't produce a hard copy catalogue. However, if you do need any more images or views of a particular item, then please call us on 0845 355 1164 and we will do our utmost to help.

Q: I NEED SOME ADVICE AND HELP! CAN I SPEAK TO YOU?
A: Of course. Whilst our website is fully automated, we do have a dedicated customer service helpline ready to assist you on 0845 355 1164. We want to make sure you purchase the best piece of diamond jewellery to suit you....first time. Our customer service helpline is open 8am - 8pm daily. Out of hours and at weekends, please leave a message and one of our customer service representatives will contact you ASAP.