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Customer Service
Monday-Friday:9.30am to 5.30pm
Saturday: 11am to 4pm
Queries? Reach us:
0800 072 1170 (Toll Free)
Outside UK? Call:
+ 44 207 138 3672
Email:service@diamondsfactory.co.uk
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30 Days Return – Hassle Free |
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Our prime goal at Diamonds
Factory is to deliver the highest standard of customer service and satisfaction.
After your purchase, if you are not completely satisfied with any item purchased
from us, we will gladly offer you a full
refund or exchange with no quibbles. For the items to qualify for a complete
refund they must be in their original state and must be sent back with all the accompanied
certificates and original packaging.
There is simply no risk, whilst buying from Diamonds Factory
Returns Procedure:
In order to return any item purchased at Diamonds Factory, please
call us on (free-phone): 0800 072 1170 (UK) / +44 (0)207 138 3672 (outside UK) or
follow the instructions given below:
- You should send
a covering letter inside your parcel. This should explain the reason you are sending
your item to us; if this is for a refund, please tell us the reason for your return
(we use this as feedback to help us improve our services). If you would like a replacement,
include all details of the replacement you require.
- Please email us
with details or your returned package. The parcel should be sent by Royal Mail Special
Delivery, Fedex or UPS and should be insured to its full value. We will need the
parcel’s tracking number and the date the parcel was posted. This information will
enable us to keep track of your item. To avoid any instances of theft in transit
do not leave reference to diamonds/jewellery on the parcel. We cannot be held responsible
for any loss or damage which occurs during transit of your item.
- You should package
your item in the original box in which it was sent and include the accompanying
certificates. Failing to do so could result in a delay in processing your return
and, in the case of a refund, could result in a deduction from the refund amount.
(Any item which has been worn, damaged or tampered with will not be accepted for
refund or exchange and will be sent back to the sender). Every product comes with a Bar coded security tag which
needs to be intact, breaking this Tag will void your 30 Days returns.
Return Address
DF
2.05, 14 Greville Street,
Hatton Garden, London
EC1N 8SB
Refund / Exchange duration:
Once the item is received, it will be sent to the Quality Assessment
department where the product (s) will be inspected. If any item found to be worn,
damaged, altered, resized, tampered with, or found to be mishandled in any way it
will not be accepted for refund. Depending upon the payment method used, it will
take 8-10 working days for the refund to appear in your account. A replacement order
can take up to 2-3 weeks, depending upon the design.
Note: Some products are
not covered by the returns policy, these are listed below:
- Engraved products:
Jewellery which has been engraved either by Diamonds Factory or another jeweller.
- Bespoke items
(those ordered through our Bespoke Design Service)
- Any item which
has been worn and is not in a resalable condition.
- Any item which
has been re-sized; either by Diamonds Factory or another jeweller
- Any Diamond fallen
of the Ring or lost will not be covered under our return policy and no replacement
will be guaranteed. We strongly advice you to get the Jewellery insured to protect
yourself against such mishap. Our advice to you is to inspect your item as soon
as it arrives, and notify Diamonds Factory for any defect or damage, if found any.
You may also contact us on our toll-free number 0800 072 1170 or email us at service@diamondsfactory.co.uk.
View our detailed
Privacy Policy and
Terms & Conditions for further information.
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