There could be several reasons why you’re experiencing a problem or getting an error message when trying to place an order. The reasons are normally shown on the error screen and are very easy to resolve.
The most common errors, and their solutions, are:This doesn’t mean that you haven’t got enough money in your account. It could be that this purchase is outside of your usual spending habits, and the card company are concerned and have temporarily blocked the payment.
All you need to do is contact your bank and ask them to clear the purchase for you. If you look on the back of your credit card you’ll see a telephone number shown there. Call this number. Your bank will ask you a few security questions and then clear your card for this transaction. If you now go back to our website and re-submit the order from the payment page, it should go through.
This is an additional level of security that card providers now try to get you to sign up for. Very often people sign up and then forget their password or other vital security details. Try to remember your password or call your card provider to reset it.
We use an automated system for finding postcodes.
As with all things digital, this system occasionally fails to identify an address or a postcode.
If this happens to you, don’t worry, simply type your details in line by line.
Full payment will be taken from your card when we have accepted your order.*
This payment may show on your statements as Regalian Ltd or TheDiamondStore.co.uk.
*At times we may need to stock check before accepting your order. If there is no product in stock, we will then contact you to discuss your deadline requirements and/or alternative products. For these reasons, we may occasionally delay taking payment from your card until we have verified the existence of the product and that you are in fact happy to place the order. Please note that our response time applies during our office opening hours from Monday to Friday, 9am – 5pm.
If you get any other errors, the best thing to do is email us on customerservice@thediamondstore.com.
Alternatively you can close your Internet browser and start the process again. Don’t worry if you have to start over; your jewellery will still be in your basket and you won’t need to search for it again.
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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