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.
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.
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.
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.
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.
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.
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
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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