BACKGROUND

Q: THIS IS THE FIRST TIME I HAVE VISITED WWW.THEDIAMONDJEWELLER.CO.UK. HAVE YOU BEEN SELLING DIAMOND AND JEWELLERY AND LUXURY BRANDED WATCHES FOR LONG?
We have over 40 years experience in the diamond industry. www.thediamondjeweller.co.uk 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 3,500 items in stock. By the way, if you are impressed with our site and know someone else who you think might be interested in visiting us and purchasing some diamond jewellery, why not visit our Refer a Friend page whereby you can both save 10%!

Q: I HAVE NEVER PURCHASED DIAMOND JEWELLERY OR A LUXURY BRANDED WATCH VIA THE INTERNET. IS IT SAFE?
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. The automated payment system at www.thediamondjeweller.co.uk 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?
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. At www.thediamondjeweller.co.uk, our website is our shop window, and therefore we can charge much lower prices than a traditional jewellers shop for all our diamond jewellery, whether it be diamond engagement rings, diamond rings, diamond eternity rings, diamond wedding rings, diamond earrings, diamond pendants, diamond bracelets, or diamond necklaces - all great news for you!

Q: ARE ALL YOUR LUXURY BRANDED WATCHES GENUINE?
All our luxury watches are brand new, come with all new and original packaging and instruction manuals and, most importantly, come with the manufacturers international warranty card which is endorsed by an authorised dealer. The brands we sell are Rolex, Breitling, TAG Heuer, Omega, Longines, Ebel, IWC, Jacob & Co, Zenith, Chopard, Jaeger LeCoultre.

Q: I WAS UNDER THE IMPRESSION THAT YOU WOULD ONLY PURCHASE GENUINE LUXURY BRANDED WATCHES THROUGH AUTHORISED HIGH STREET JEWELLERS?
Understandably, manufacturers do not like the competition posed by internet companies and only want purchases to be made via their high street dealers. This way, they can protect the retail prices that the high street must sell at. However, as we only buy from authorised dealers ourselves - which is demonstrated on the warranty we supply with your watch - the watch is IDENTICAL to you purchasing from the dealer yourself. Therefore, neither the authorised dealers nor the manufacturers will be able to differentiate that you have brought your watch from www.thediamondjeweller.co.uk and so they will honour the warranty. We are able to provide discounted prices because authorised dealers in the high street are not allowed to sell below the manufacturer's recommended retail price (RRP) from their high street outlet or on the internet. However, www.thediamondjeweller.co.uk is able to buy at trade prices and sell on to you at a small discount.

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?
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 www.thediamondjeweller.co.uk 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: SO, ALL YOUR LUXURY BRANDED WATCHES COME WITH A WARRANTY?
Yes, as all our watches are brand new, our watches are supplied with the manuafacturer's warranty, which is typically 2 years. These international warranties are endorsed by an authorised dealer, which validates the manufacturer's warranty in the UK and worldwide. As a result, for the period of the initial warranty, if there is any problem with your watch, you can take it for free repair in any authorised dealer in the high street.

Q: IS WWW.THEDIAMONDJEWELLER.CO.UK ITSELF AN AUTHORISED DEALER FOR LUXURY BRANDED WATCHES?
www.thediamondjeweller.co.uk itself is not an authorised dealer. We work with the luxury watch manufacturers authorised dealer networks to provide you with the endorsed warranty card with your brand new watch.

Q: WILL THE STAMPED WARRANTY CARD THAT ACCOMPANIES MY LUXURY BRANDED WATCH SHOW THE DIAMOND JEWELLER'S DETAILS ON THE STAMP?
No. The warranty card will be endorsed by one of the luxury watch manufacturer's authorised UK dealers.

Q: DO YOU HOLD ALL THE LUXURY BRANDED WATCHES IN STOCK?
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. As a result, there can sometimes be a lead time involved which is why we say "Call us for availability" on our site.

Q: WHEN WILL THE WARRANTY FOR MY LUXURY BRANDED WATCH START?
The warranty card will be endorsed by an authorised dealer approx 2 days before you receive the watch. This validates the warranty.

Q: WHERE WOULD I GET MY LUXURY BRANDED WATCH SERVICED?
The 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.

Q: WHAT ABOUT STRAP ADJUSTMENTS FOR MY LUXURY BRANDED WATCH?
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 10% DISCOUNT PROMOTIONAL CODE. IS THIS APPLICABLE ON LUXURY BRANDED WATCHES?
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 10% discount would apply to every product on www.thediamondjeweller.co.uk with the EXCEPTION of our luxury watches.

Q: I DON'T UNDERSTAND SOME OF THE EXPRESSIONS YOU USE IN YOUR DESCRIPTIONS OF DIAMOND JEWELLERY.
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?
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?
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 diamonds, diamond engagement rings, diamond rings and diamond jewellery are of such excellent quality and provide fantastic value for money. We display views (and sometimes videos!) of our items of diamond jewellery on www.thediamondjeweller.co.uk - however, if you require views from an alternative angle, or higher resolution images, for example, please contact our customer service helpline on 0845 355 1164 ad we will do our utmost to assist.

Q: WHAT QUALITY OF DIAMONDS DO YOU USE IN YOUR DIAMOND JEWELLERY?
We use 3 grades of diamond at www.thediamondjeweller.co.uk. Our diamond jewellery contains either white diamonds which are lovely white, sparkling stones, H/SI quality diamonds which are better quality than the 'white' diamonds, or G/VS quality diamonds which are superior quality, and ultimately result in exceptional pieces of diamond jewellery. Of course, if you require an item of jewellery with even better diamond quality than we offer on www.thediamondjeweller.co.uk, please contact us by email at info@thediamondjeweller.co.uk or phone us on 0845 355 1164.

Q: WHAT QUALITY OF PRECIOUS METALS DO YOU USE IN YOUR DIAMOND JEWELLERY?
At www.thediamondjeweller.co.uk, we use white gold and yellow gold - in both 9kt and 18kt varieties - along with 950 platinum (95% pure). All these are UK standards. These metals are used for diamond jewellery such as our diamond engagement rings, diamond eternity rings, diamond wedding rings, diamond pendants, diamond earrings, diamond necklaces, and diamond bracelets. For items of jewellery such as watches and cufflinks, for example, we use stainless steel and sterling silver. For more information, please visit our precious metals page.

Q: WILL MY DIAMOND JEWELLERY BE HALLMARKED?
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 for our diamond engagement rings and diamond jewellery, 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.
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?
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 so in the majority of cases, we would simply provide a replacement to you at the correct size. Of course, if you could double check that the ring size is correct first time, this will be beneficial for us all!


ORDERING & PAYMENTS

Q: HOW DO I PURCHASE AN ITEM OF DIAMOND JEWELLERY OR LUXURY BRANDED WATCH FROM WWW.THEDIAMONDJEWELLER.CO.UK?
Simply select the piece of diamond jewellery or watch you wish to purchase and put it in your shopping basket. At this point of purchase, for diamond engagement rings, diamond eternity rings and other 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. In addition, at this point, you will automatically be asked if you would like to purchase 3 year jewellery insurance as an optional extra. 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?
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 contact our customer service helpline 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?
Yes, you can phone our customer helpline on 0845 355 1164 if you are in the UK, or + 44 845 355 1164 if you are outside the UK. Our fax number is 01902 376 106. 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?
Whilst the majority of payments through our site for diamond jewellery and watches 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 of diamond jewellery. 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 select your item of diamond jewellery or watch from www.thediamondjeweller.co.uk and then call us at the point of purchase to arrange this with one of our customer service representatives. For more information on this, please visit our payments page.

Q: I WANT TO ORDER FROM OUTSIDE THE UK. IS THIS POSSIBLE?
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?
At www.thediamondjeweller.co.uk, 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?
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 purchaase 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?
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 contact our Customer Service Helpline 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?
No. As diamond engagement rings, diamond rings, diamond jewellery and branded watches 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?
If you require your item of diamond jewellery or branded watch at short notice, then please follow up your order with an email or telephone call to the customer service helpline 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?
Yes, we are able to deliver to an alternative address, as we realise that many items of diamond jewellery, whether it be a diamond engagement ring, diamond eternity ring, diamond pendant, diamond necklace, diamond earrings, diamond bracelet, diamond cufflinks or a branded watch, for example, are often gifts that you want to present as a surpise. However, if this is what you would like us to do, 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?
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?
We offer a 30 day money back guarantee on all our items of diamond jewellery, whether it be diamond engagement rings, diamond eternity rings, diamond rings, diamond earrings, diamond pendants, diamond bracelets, diamond cufflinks or diamond necklaces. 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. Please note that 'special order' items are NOT eligible for our 30 day money back guarantee. 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?
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. www.thediamondjeweller.co.uk strives to assure that all the diamonds we use in our diamond jewellery, whether it be diamond engagement rings, diamond rings, diamond eternity rings, diamond earrings, diamond pendants, diamond necklaces, diamond cufflinks or diamond bracelets 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: I SEE THAT YOU HAVE AN AUCTION FACILITY ON WWW.THEDIAMONDJEWELLER.CO.UK - HOW DOES THIS WORK?
From time to time, we offer items of diamond jewellery on an auction basis. These items could be any item from our normal range of diamond engagement rings, diamond eternity rings, diamond rings, diamond earrings, diamond pendants, diamond bracelets, diamond necklaces or diamond cufflinks. If you see an item you would like to bid on, you need to register yourself as a user - once you have done this, you are then able to make a bid on the item. You can see how long the auction has left to run, so keep a close an eye on it. To help you do this, www.thediamondjeweller.co.uk will send you automatic emails if and when another visitor outbids you, notifying you that you need to re-visit the auction if you still want a chance to win the item of diamond jewellery. If you manage to win the item, this will go into your basket for you to checkout when convenient. Good luck!

Q: DO YOU HAVE A PRINTED CATALOGUE OR YOUR DIAMOND JEWELLERY AND LUXURY BRANDED WATCHES THAT YOU COULD SEND ME IN THE POST?
Our product ranges of diamond jewellery 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 of diamond jewellery or branded watch, 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?
Of course. Whilst www.thediamondjeweller.co.uk 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.