This page contains answers to some of the most commonly asked questions we get.
We've included them here to make it as easy as possible for you to find the answers you need but please don’t hesitate to contact us if you need any further help.
About our products
What does it mean when you say you sell ‘certified’ diamonds?
certified diamond is one that has been verified and checked by an independent, internationally recognized, gemology laboratory. Buying a certified diamond is the only way you can be sure of the quality of the stone. Find out more about certification.
Are all your diamonds located in the UK?
We have thousands of diamonds available to us in the UK. However, many of our diamonds are located in offices in the USA, Belgium, India and Israel and are shipped to the UK once sold. This helps us offer you the widest possible selection of diamonds from the best sources.
Do you sell conflict diamonds (blood diamonds)?
No, all the diamonds that we buy are traded under the auspices of the Kimberly Process and are conflict free. We do not buy from any source which cannot verify the rough diamond has been cut by a participant of the Kimberly Process. Find out more about conflict free diamonds.
Have any of your diamonds been heat-treated or clarity enhanced?
We do not sell diamonds that have been heat-treated, clarity enhanced or that have undergone any other form of stable or unstable treatment. All our diamonds are 100% genuine and naturally beautiful.
Do you sell fancy coloured diamonds (e.g. blue, pink)?
Yes. Although we specialize in white diamonds, we can also source and supply the highest quality fancy coloured diamonds. Contact us for further details and a no obligation quote.
Do you sell other gemstones, such as emeralds?
Yes. Although we specialize in diamonds and diamond jewellery, we can also source and supply the highest quality gemstones available and set them in any jewellery you require. Contact us for further details and a no obligation quote
You don’t have the ring setting I want on your website, can you get it?
Yes. All our jewellery is hand-crafted in Hatton Garden so we can make any setting you like. Simply send us a photo or drawing by email or fax, or contact us to tell us what you’d like. (Bespoke pieces are non-refundable, please see our returns policy for more information.)
Can you make me a ring I designed myself?
Absolutely! We've helped hundreds of people create their own uniquely designed jewellery. Simply send us a photo or drawing by email, or contact us to discuss your design ideas. (Bespoke pieces are non-refundable, please see our returns policy for more information.)
Do you sell other types of jewellery, e.g. necklaces, pendants, bracelets, etc.?
Yes, we can make any style of jewellery for your chosen diamond(s). Please contact us to discuss your needs.
I've found an item with an incorrect price. Can I have it at that price?
Despite our best efforts to ensure the information and prices on our website are accurate, occasionally data errors occur. We reserve the right to fix the error and sorry, no, we don’t honour incorrect prices (though we understand it was worth a try).
About ordering, payment and delivery
I need my order quickly. Can you deliver it tomorrow?
Our jewellery is usually custom-made to order which takes 2 weeks, however, we do have some items ready to ship. Please contact us to see what we have that can meet your needs.
Bespoke items will require a minimum of 3 - 4 weeks from the day the order is placed.
I’m not sure of the finger size. What should I do?
You can request a free ring sizer which you can use to find out the size. If that’s not possible or you’re in a hurry to order, please choose ‘Not Known’ when choosing the size and we’ll send you it in a standard size. You can then return it to us to be resized once, free of charge.
Can I see the ring before I buy?
All our jewellery is hand-crafted using your choice of diamond and setting so it's not possible to see it before you buy. However, we can show you a selection of diamonds and settings to give you a better idea of what your finished piece will look like. Please see arrange a viewing for more details.
What if my fiancée doesn’t like the ring I’ve picked out for her?
We're sure she'll love the ring you choose, but if she'd prefer something different you're welcome to exchange the ring or return it for a full refund within 30 days of delivery; this does not include bespoke pieces. Please see our returns page for more details.
I've seen the ring I was going to buy from you cheaper elsewhere - can you match the price?
We'd be happy to. Please read about our price match guarantee here.
Do your prices include VAT?
Yes. All our prices include VAT at the current rate of 20%. If you are purchasing from a VAT exempt region or you're an international traveller resident outside the EU, please call us on 0203 7733 511 for details on how you can reclaim the VAT on your purchase. See HM Revenue & Customs for more details about reclaiming VAT.
How much is shipping?
Shipping is free for all orders. We ship by Royal Mail Special Delivery Next Day in the UK and internationally by Royal Mail International Signed For. Both are signed for services.
How soon will I receive my jewellery after ordering it?
Please allow a minimum of 2 weeks for your order to be custom-built. Once ready, it will be delivered free of charge, next working day. We’ll always keep you fully informed of its progress and if you have a specific deadline to meet, please let us know so we can fulfil your order in good time. For Bespoke pieces, please allow a minimum of 3 - 4 weeks from the day the order is placed.
Can you ship my order to an address other than my billing address?
Yes, all we ask is that you provide us with additional ID. Please provide a scan or digital image of your passport or drivers licence and a utility bill from within the last 3 months.
What happens if I change my mind?
If you decide you no longer want your jewellery, you can return it to us under our 30 day money back guarantee. Please see our returns page for instructions.
About caring for your diamond
Why do I need to insure my diamond jewellery?
Your home and contents insurance may not cover you for the loss, damage or theft of a single valuable item of jewellery so separate cover may be a good idea. We recommend obtaining a quote from experienced jewellery insurance specialists, T H March Insurance Solutions.
My insurance company has asked for an updated valuation - can you provide one?
Yes, of course. If the item purchased from us has remained the same, we can send you an updated valuation based on the current replacement market value. The charge for this service is just £25. If you require a physical inspection of your item you will need to send it to us or make an appointment. The charge for this service is £40. Please contact us to arrange this service.
What if my diamond jewellery needs resizing or repairing?
If your jewellery requires resizing or repairing within the warranty period, then it will be free of charge (repairs will be checked in case of accidental damage). Otherwise we can resize for £35, tighten claws for £25 and polish and clean for £25. Simply contact us