The Diamond Store Complaints Policy and Procedure
We at The Diamond Store take complaints as an opportunity to learn, and to improve upon our products and standard of service.
his policy covers complaints regarding our jewellery products and related services. We aim to deal with each complaint fairly, courteously and in a timely manner to find a prompt and satisfactory resolution between The Diamond Store and the customer.
1. If you wish to make a complaint via live chat or by telephone, our staff will try to resolve the matter immediately, or where appropriate, pass the matter on to a manager to resolve.
2. Should we not be able to resolve your complaint there and then, we will initiate a written complaints procedure by email.
3. Alternatively, you can email your complaint to us at customerservice@thediamondstore.com including the word ‘complaint’ and your order number in the subject line. Please include clear and concise details of the issue to help us process it quickly.
4. When we receive a formal complaint by email, we will acknowledge it within 5 working days. We may also email or call you to ask you further questions to clarify the matter.
5. If the complaint is being made on the customer’s behalf by a third party, The Diamond Store staff must first, by law, verify they have permission to speak for the customer.*
6. Upon receiving the full details of your complaint, we will launch an immediate investigation.
7. Within 28 days, we should be able to provide you with a detailed reply. If the issue is too complex to complete the investigation within that time, we will inform you of any delays by email.
8. Once we have completed the investigation, we will present you with any possible choices of solutions that we are able to offer to reach a resolution.
9. If the suggested course of action is acceptable to you, we will email you the details of the agreement in writing and carry out any resulting actions promptly.
10. Please note that only in the unlikely event that there is no satisfactory agreement between The Diamond Store and the complainant over an issue that concerns the state of repair, craftsmanship, or general quality of an item of jewellery (as opposed to standard-of-service complaints) we will use The National Association of Jewellers (The NAJ) for external dispute resolution.
*Confidentiality
All complaints we receive will be dealt with confidentially in accordance with the Data Protection Act 2018, which is the UK’s implementation of the General Data Protection Regulation (GDPR).
Vexatious complaints
Inappropriate language and behaviour directed at our employees place a strain on time and resources and are stressful for staff whose aim is to resolve challenging issues for the customer. To prevent this, we treat all complainants with courtesy and fairness – and we ask, too, that you remain courteous and fair in your dealings with us.
Personal data and privacy-related queries
Queries regarding personal data or privacy, such as cancellation of email subscriptions, are not covered by this complaints procedure. For this, please see our Privacy Policy instead.
Complaints related to finance
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
What to do if you can't reach an agreement
If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.
They can be contacted in the following ways:
Further details can be found on the Financial Ombudsman Service.
If you wish to make a formal complaint, please email us at customerservice@thediamondstore.com or get in touch via our Contact us page.
We want you to feel completely confident when you shop with us. That’s why we offer FREE 30-day returns for refunds and 60-day exchanges across the UK and Northern Ireland.
If you’ve ordered a ring smaller than a size J or larger than a size Q, don’t worry — these are custom sizes, but we’re still happy to offer a free exchange or resizing if the fit isn’t quite right.
Changed your mind? No problem — you can cancel your order anytime before it’s been dispatched.
Just reach out to our friendly team via Live Chat, by email at customerservice@thediamondstore.com, or give us a call on 0345 084 1200 (or +44 345 084 1200 if calling from outside the UK). Please have your order number handy to help us assist you as quickly as possible.
Please note that for rings smaller than size J or larger than size Q, the width may vary slightly (up to 10%) due to the crafting process. If you need any adjustments, we’re happy to help.
If your item arrives damaged or defective, we’ll make it right — fast. We’ll either repair or replace it at no cost to you, or provide a refund once it’s been assessed by our head jeweller.
Our standard returns policy is 30 days to return, and 60 days to exchange.
We stand by the quality of our jewellery. That’s why all our pieces come with a 5-year warranty against defects in materials or craftsmanship. Every item is also fully hallmarked according to UK legislation, confirming its authenticity and origin.
Once we’ve received and inspected your returned jewellery, we’ll process your refund right away and email you to confirm. Depending on your bank or payment provider, it may take 3 to 5 working days to show up on your statement.
We’ll always refund you via the same method you used to make your purchase — whether that was credit or debit card, PayPal, Pay4Later Finance, bank transfer, or another option.
To avoid delays, make sure to include the returns label print-out with your parcel. This helps us identify your return quickly.
We’re proud to say that all our diamonds are conflict-free and fully compliant with United Nations regulations. When you buy from us, you’re choosing ethical beauty.
We’re here whenever you need us.
📧 Email us: customerservice@thediamondstore.com or returns@thediamondstore.co.uk
📞 Call us: 0345 084 1200 (UK) or +44 345 084 1200 (International)
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