 |
|
|
|
|
|
|
|
 |
|
|
 |
 |
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
|
|
|
|
 |
|
|
|
|
|
|
|
|
|
|
|
|
|
Home
Frequently Asked Questions
|
|
Frequently Asked Questions |
Need help! get all your
queries answered and much more. Our comprehensive FAQ’s will provide not only replies
to the frequent queries but will also educate and provide insights to a wide range
of topics making your Jewellery buying experience more
meaningful. |
|
|
Company Related Queries
|
-
How long have you been in the Jewellery Industry for?
Ans. Diamonds Factory
has been in the business of designing and manufacturing Jewellery for more than
three generations using the most skilled, and experienced workforce.Diamonds
Factory holds a great standing in the global diamond industry and has
supplies extended to various high street and chain stores.
|
-
Why are you cheaper than my local jewellery store and other online retailers? Can
you justify factory direct prices?
Ans. Diamonds Factory has one of the most effective supply chains. Please click
on the
diamond value chain
to get a detailed graphical presentation.
|
-
Where do you buy your diamonds from? Are they conflict free?
Ans.We source our diamonds from legitimate sources worldwide
enabling you to get cost advantage over other online and retail
|
-
Where are you based & what are your opening hours?
Ans. We are based in the famous Hatton Garden in London.
Find below our complete address, with directions to reach us:
DF
2.05, 14 Greville Street,
Hatton Garden,
London.
EC1N 8SB
Directions
Farringdon Station: Exit
the station and turn right. Walk to the traffic lights and cross over heading up
Greville Street, past the Wetherspoons Public House. Continue up on the LEFT hand
side of the road. We are in number 14 which is a large, white office building.
From Chancery Lane:Exit
the station and head towards Holborn Circus. Just as you have reached WH SMITHS,
turn left into Leather Lane (you will see the Sir Christopher Hatton Public House).
Turn right onto Greville Street, continue down crossing over Hatton Garden. We are
on the right hand side in number 14 which is a large, white office building.
Business Hours
|
Monday to Friday
|
(9.30am to 5.30pm)
|
|
Saturdays
|
(11.00am to 4.00pm)
|
|
Sundays
|
(Closed)
|
|
-
Do I need to book an Appointment for Viewing the Jewellery?
Ans.Yes. Viewing is strictly via prior appointment.Please
visit our
Jewellery Viewing section now, fill in your details and our customer
service representatives will call you to book an earliest available slot for viewing.
|
-
What is the best form of Contact?
Ans.Our Diamond consultants are ready to greet your query,
simply use any of the given below ways to reach us:
UK Customers: 0800 072 1170
Outside UK: + 44 207 138 3672
Email: service@diamondsfactory.co.uk
|
-
How can you achieve many kinds of designs at the lowest costs?
Ans. Being manufacturers for three decades and having a team
of in-house craftsmen, Diamonds Factory can convert your fascinating dreams and
ideas or imagination in to elegant piecework which you will treasure for years to
come.
|
-
Can I view your company registration details?
Ans. Yes. We would like our customers to be confident about
who they are trading with. Find below our Company Registrations and VAT Registration
details:
Company Registration Number: - 06453160
VAT Registration Number – GB 925 0805 36.
|
-
Are you registered with BJA? Can I view the details of the same?
Ans. Yes. We are proudly registered with British Jewellers
Association. Our membership number is 50270.
|
-
How can I subscribe or unsubscribe from the subscription list?
Ans. Please click on the link to subscribe
or
unsubscribe.
|
|
Delivery & Dispatch Related Queries
|
-
How will my order be delivered?
Ans. We use Royal Mail Special
delivery (Next day) for all the items delivered within UK.For International
buyers we use Royal Mail (International Signed For™) or (Airsure®) . These methods
of shipment are fully insured against losses, damages and theft in the event of
shipment.
|
 |
-
Can the delivery be quicker than the 2-3 weeks?
Ans. You can contact our customer service executive before
placing order and we will let you know if we can process your order delivery quicker
then 2-3 week. Based on the stock availability, we can let you know the possibility
of getting order deliver to specific date. Please contact us on our toll-free 0800
072 1170 (UK) / +44 (0)207 138 3672 (Outside UK) for the charges.
|
-
Can I come personally to collect my Order?
Ans. We value your time and commitments and do offer Office
Collection strictly by way of appointments. Simply book an appointment to come and
collect your order personally and avoid transit time. Kindly let us know your preferred
day and time so we can book an appointment for you to collect.
Note: You will be required to carry a Photo
ID along with you when you come to collect your item. Eg: Driving license or Passport
|
-
How do I know the delivery updates of my Order?
Ans. If you need to know the expected delivery date of an
item, please call us on our toll-free 0800 072 1170 or email us on
service@diamondsfactory.co.uk
to know the progress of the Item. We will strive hard to meet any special delivery
requirements you may have.
|
-
How can I track my delivery?
Ans. On the day of dispatch, you will receive an email giving
you the tracking code to know about the progress of your dispatch. You can visit
the websites given below, to find out the status of your parcel:
|
|
-
Do you deliver to a different address other then my billing address?
Ans. If you wish to arrange the delivery of your item to
an alternate address (other than your billing address), we will be more than happy
to help you out. For such request, we collect some documents to safeguard our buyers
from fraudulent activities, which will be conveyed to you via email or on your contact
information.
You can scan the document and email us at
service@diamondsfactory.co.uk, or fax us on +44 (0)207 993 4231 or
you can post it by using First class at the following address:
DF
2.05, 14 Greville Street,
Hatton Garden,
London.
EC1N 8SB
|
-
How safe is my jewellery in Transit?
Ans. Our methods of shipment are fully insured against losses,
damages and theft in the event of shipment.
|
-
Do you deliver the goods to BFPO addresses? Is my purchase VAT Free?
Ans. Yes. We deliver Goods to BFPO Addresses. You are eligible
for a VAT Free purchase, only if the BFPO address is outside the European Union.
Please call us on 0800 072 1170 to place order without
paying VAT.
|
-
What packaging do you use? Can you keep it discreet as it is a surprise?
Ans. We want to safeguard your most valuable purchase and
so would like to give you the most elegant wooden presentation box, rightfully reflecting
your love. Your packaged item will be sent to you in a secured Envelope. Each and
every order shipped out receives greatest of attention and is carefully handled.
Our Package bears no marks to the name Diamonds Factory or Diamonds and comes in
an elegant discreet packaging ready to be gifted to that special one.
|
|
Payment Related Queries
|
-
How do I know, it is safe placing order online?
Ans. Many a times, you feel sceptical about placing order
online especially when you are not used to buying expensive products online. We
at Diamonds Factory are very serious about safeguarding our customers. We have been
through a number validation process to ensure our customers get the most secured
environment.
a) HTTPS: when you go on, Shipping & Payments page, you will see padlock
on your address bar, which states “https”
HTTPS (Hypertext Transfer Protocol Secure): This is a combination of Hypertext
Transfer Protocol with the SSL (Secured Socket Layer) mainly used to prevent any
fraudulent activities to take place and ensure that the website is verified and
belongs to a trusted source. Find our SSL certificate to verify our details.
Even beyond the simple HTTPS, to add a further layer of security, Diamonds Factory
is registered with the following partners to ensure ‘You’ have a more secured and
confident purchase:
b) PCI Compliance:
PCI Security Standards Council’s mission is to enhance payment
account data security by driving education and awareness of the PCI Security Standards.
The organization was founded by American Express, Discover Financial Services, JCB
International, MasterCard Worldwide, and Visa, Inc.
|
-
What payment methods are accepted at Diamonds Factory?
Ans. At Diamonds Factory,
feel comfortable making your payment using any of the methods given below:
a) Credit Cards / Debit Cards:
We accept all major credit and debit cards except for American Express Card.
b) PayPal: If you have
a PayPal account and feel comfortable making payment through your PayPal account,
simply email us on service@diamondsfactory.co.uk
and we will send you a PayPal request. Once you receive the request, simply make
the payment and email us with the payment details and you will receive the Order
Confirmation against your order.
c) Bank Transfer: We are
glad to accept bank transfer too. This method of payment safeguards both the parties
to transaction and is a very convenient method for high value transaction. If you
wish to pay, via bank transfer, simply email on service@diamondsfactory.co.uk
or call us on our toll free number 0800 072 1170 (UK) / +44 (0)207138 3672 (Outside
UK) to exercise this option. You would be forwarded our bank details along with
the instructions to complete your transaction.
d) Telephonic Payments: We also undertake
telephone orders for customers who want additional guidance (advise) through their
purchase. To exercise this method, simply call us with your card details on our
toll free number 0800 072 1170 (UK) / +44 (0)207138 3672 (Outside UK), and our service
advisors will be more then willing to help you. Our opening hours are Mon-Fri (9.30am
to 5.30pm) and Sat (11.00am to 4.00pm)
|
-
The automated online payment system is rejecting my Card details. What should I
do?
Ans. Don’t worry; this may have occurred due to mismatch
of the information inserted in various fields like:
a) Card Holder Name (as appearing on the card);
b) Credit Card Number (the long number might be wrongly inserted);
c) Card Verification Value (the last 3-4 security digits appearing on the backside
of your card may be wrongly feeded);
d) Post Code (post code of the billing address may be wrong)
You can check the above errors to verify and rectify, this should help in successful
order completion.
Many a times, the card is also rejected due to reasons apart from the ones mentioned
above:
a) Declined by bank: the bank may decline a transaction, if the card is either used
after a long time, for security reasons and to safeguard you, the banks do deactivate
the card to prevent any fraud or misuse. Or if the transaction amount is more then
your habitual spending amount, in such scenario too the banks may suspend the card
to prevent you from any losses due to theft.
b) Master Card Secure Code / Visa Verification Code: Owing to the current amount
of online frauds and scams, the banks have introduced a new layer of security to
authenticate its users by asking you a security code whilst using your card for
any online transaction. You need to remember this Code and enter before inserting
your card details. If you happen to forget this, you may not be able to complete
the transaction.
In both the above cases, simply, turn back the card, dial the toll-free number and
speak to a service advisor. You may be asked few security questions to authorise
the card, and there you go, you will be cleared to use the card for the transaction.
Don’t worry about your Order, as it will be safely
stored in your cart, till you happen to sort your card issues.
|
-
How long does it take to reflect the refunds in my statements?
Ans. Depending upon the payment method used, it can take
8-10 working days for the refund to appear on your bank/card statement. Wire Transfer
and Personal check payments are refunded via Company Check. The processing of the
replacement order can take up to 2-3 weeks depending upon the design. Please refer
to our
30 Days Return for more information.
|
-
Will I get VAT certificate for tax refund?
Ans. Value added tax (VAT) is applicable for all orders placed
on the Website. All the products dispayed on the website are inclusive of VAT.The
VAT Retail Export Scheme allows the VAT amount to be reimbursed to customers when
they purchase goods in the EU and then export them outside the EU. However, orders
from Diamonds Factory are ineligible for
the VAT Retail Export Scheme because Diamonds Factory
is an internet-based mail-order company and is ineligible to participate.
|
-
Am I eligible for a VAT Free Purchase?
Ans. VAT (Value Added Tax) is collected for all the shipments
within the European Union. If you fall outside
the EU territory or countries which are exempted of VAT, simply call us on toll-free
0800 072 1170 (UK) / +44 (0) 207138 3672 (Outside UK) and our service advisors will
help you make the purchase over the phone.
|
-
Do you have any promotional codes or do you offer any discounts?
Ans. We do offer promotional codes and discounts on a seasonal
basis and the same will be communicated to you via email from service@diamondsfactory.co.uk
|
-
Can I pay with two different credit cards?
Ans. We at Diamonds Factory
will strive hard to make your purchase as convenient as possible. If for any
reason, if you do not have sufficient limit on one of your card, and would like
to use two cards for the transaction, you can certainly do that provided both the
card belongs to single owner. Simply call us on our toll free number 0800 072 1170
(UK) / +44 (0)207138 3672 (Outside UK) and our service advisors will help you make
the purchase.
|
Ans. Yes Diamonds Factory
is proud to offer
UK Price Match Guarantee.
Having in house Factory and experience worth 3 decades, you can rely us for the
lowest price deals, however for reasons like gold / diamond demand and price fluctuation
– you may see some variations in price. Worry not, if you come across product priced
high compared to ours, we will match price for like to like products. Simply email
us the details for the comparison on
service@diamondsfactory.co.uk
and we will match the price for you.
|
-
When do you take payment out of my card?
Ans. The bank will create a shadow in your account as soon
as you checkout from the website, which means that the bank is intimidated about
such a transaction which you have carried out. As soon as you make the payment your
bank will authorize the amount for the transaction you made. Actual settlement between
accounts will be done in 2-3 days.
This payment will reflect in your statement as Neve
Jewels Ltd.
|
|
Product Related Queries
|
-
Does every piece of Jewellery come with Hallmark
Ans. Hallmark stands as a testimony to the purity and fineness
of the metal as determined by formal metal (assay) testing. There is a wide distinction
between the terms "trademarks" and "markers mark". A hallmark indicates that an
article has been independently tested at an Assay Office and guarantees that it
conforms to the legal standards of precious metal content, known as the fineness,
whereas "trademarks" are the "markers mark", stands as an identity to the maker
of the product / item.
At Diamonds Factory, all
the products are hallmarked at the London Assay Office and are inscribed by the
following marks:
|
-
What type of certificates do you provide?
Ans. At Diamonds Factory,
we want you to enjoy Top Quality Diamonds at Factory Prices. We offer our in-house
certificate and also give you an option to choose from world renowned Independent
Laboratory like GIA/ IGI and EGL.
Diamonds Factory certificate
is issued by our in-house Gemmologist and Independent lab certificate are issue
by independent lab. Both certificates are graded on the same standard grading system.
Main difference is independent lab certificate is recognized worldwide while our
in-house certificate is only for the Authenticity of the quality of diamond between
Diamonds Factory and customer.
EGL has labs in many countries and GIA/IGI has only in few countries
so that also affect availability of the diamond with respective certificates and
that intern make the price difference. Same way non certified diamonds are very
easily available and cost less than certified.
|
-
I am trying to replace a lost engagement ring and am interested in the above design,
but it obviously is difficult to gauge stone size online. Can you help me with the
diamond dimensions?
Ans. Certainly, simply browse our Diamond
Shape page to get details regards the diamonds width along with a
pictorial representation.
|
-
How does the item come packaged?
Ans. We want to safeguard your most valuable purchase and
so would like to give you the most elegant wooden presentation box, rightfully reflecting
your love. Your packaged item will be sent to you in a secured Royal mail Envelope.
Each and every order shipped out receives greatest of attention and is carefully
handled.
Note: Our Package bears no marks to the
name Diamonds Factory or Diamonds and comes
in an elegant discreet packaging ready to be gifted to that special one.
|
 |
-
Can I get my product engraved? What would be the cost and how many letters can be
inscribed?
Ans. We can certainly engrave your beautiful piece of Jewellery
for you, however this would also depend upon the design you select. There is a 15
character limit and a standard font is used for all engravings. There would be an
additional cost of £49 added to your item and the service will add 3-4 days onto
the delivery time.
Please feel free to email us the details of your order and the
words which you would like engraved so that we can confirm whether or not this would
be possible for your chosen piece of jewellery.
Please note: Engraving
of jewellery will make it a non-refundable item; a ring may also not be resized
once it has been engraved.
|
-
Can you do a polish or matt finish on my order?
Ans. Absolutely no worries. Simply email us the request on
service@diamondsfactory.co.uk and we will carry out the service for
you at no extra cost.
|
-
Do you do a particular design in Palladium or Rose Gold?
Ans. We do few types of designs in metals like Palladium
or Rose Gold upon request. You can simply call us on our toll-free number or email
us and our diamond consultants will let you know the possibility and charge for
the same.
Note:This may add to the delivery time by
3-5 working days.
|
-
Can you provide with the valuation certificate?
Ans. When you can insure your life and your house, why not
your precious jewellery?
Diamonds Factory is pleased to offer you a Valuation Certificate for Insurance purpose
with every purchase of yours. This certificate will have the complete product details
like carat weight of the diamond, clarity, colour and the metal. All this for free,
it not only serves as a purpose of insuring your piece of jewellery but also provides
you a piece of authentication at no extra cost.
|
 |
-
How can I place the order? Can I place it over the phone?
Ans.Certainly, we undertake telephone orders for customers
who want additional guidance (advise) through their purchase. To exercise this method,
simply call us with your card details on our toll free number 0800 072 1170 (UK)
/ +44 (0)207138 3672 (Outside UK), and our service advisors will be more then willing
to help you. Our opening hours are Mon-Fri (9.30am to 5.30pm) and Sat (10.00am to
4.00pm)
|
Ans.At Diamonds Factory,
you can cancel your order within 30-days from the day the order is shipped. If you
wish to cancel or return your purchase, simply call a diamond and jewellery consultant
at 0800 072 1170 (UK) / +44 (0)207 138 3672 (Outside UK),
Please go through our
30 Days Return to get detailed
guidance on returning an order.
Note that once your item has shipped, your order cancellation
will take effect after
a) It is returned to Diamonds Factory, and
b) Our Quality Assessment department analyses your diamond and verifies that it
is in its original condition.
|
-
Can I view the product before making the purchase?
Ans.Certainly, you have been through our online catalogue,
and still feel the urge to view our Jewellery in person-- fret no more;
Diamonds Factory brings you the opportunity to view the designs at the
famous Hatton Garden in London. Now view all your Jewellery before making that lifetime
purchase. Try them on with the aid of Diamond consultants who will guide you through
the entire process and ensure you make the right decision.
Simply use our
Jewellery Viewing service to
book an appointment and get dazzled.
|
-
Will you create a custom piece of Jewellery for me?
Ans.Many a times it so happens that you come across a beautiful
Design elsewhere, and you fall in love with the design to such an extent that you
would love to have one made for you. Having realized this, Diamonds Factory offers
Bespoke Jewellery Design Service for
all its customers. Being manufacturers for three decades and having a team of in-house
craftsmen, we are pretty sure of converting your fascinated designs and ideas in
to elegant piecework which you will treasure for years to come.
Simply use our Bespoke Jewellery Design
service and get your dreamt Jewellery in simple steps.
|
-
Are your Diamonds Conflict Free?
Ans. Rest assured, Diamonds
Factory uses only conflict-free diamonds which are obtained from legitimate
diamond sources that have been certified through the worldwide recognized Kimberley
Process Certification Scheme (KPCS).
|
|
Returns Related Queries?
|
-
What is your return policy? If I change the Carat Weight, Clarity, Colour and Metal,
do I still get 30 Days Return?
Ans. At Diamonds Factory,
you enjoy 30 Days Hassle Free Return from the day the order is shipped.
Orders which are made using customers instructions for product specifications other
then the ones mentioned on the website cannot be returned unless they have a manufacturing
fault and are entitled to a non-refundable payment
For Example:
An Antique Engagement Ring may be changed in terms of its design
by either reducing or increasing the number of diamonds, resulting in a complete
design change which will not be accepted for returns.
Bespoke items which are not displayed on the website and are ordered by giving a
sketch or a diagrammatic presentation to Diamonds Factory
using our Bespoke Services are not accepted for returns.
Jewellery which is engraved with a message on instruction before ordering are not
accepted for returns.
For Instance:
An Engagement Ring which is engraved as “Forever Yours” is not acceptable for returns.
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.
Every product apart from the ones mentioned above can be returned for a complete
refund within the stipulated time frame mentioned at the time of ordering.
Note: Please return your
purchase in an undamaged and in “new and unused condition” via Royal Mail Special
Delivery or FedEx/ UPS and insure the package for the full amount of the purchase.
Items showing obvious signs of wear and tear or alteration marks by a jeweller other
then Diamonds Factory will not be accepted.
Please do not mention Diamonds Factory on
the package while returning any item, instead use DF.
Diamonds Factory is not responsible for damage or lost package during
shipment. Every product
comes with a Bar coded security tag which needs to be intact, breaking this Tag
will void your 30 Days returns.
|
-
How long does it take to reflect the refunds in my statements?
Ans. Order refund will take effect only after:
The products are received by
Diamonds Factory in its original condition with all the accompanying packaging
merchandise (Diamond / Jewellery Certificate, Valuation Report, Jewellery Box and
other material supplied along with the purchase);
The Quality Assessment has been carried out by our Factory and consent been given
for honouring the cancellation. Depending upon the payment method used, it can take
8-10 working days for the refund to appear on your bank/card statement. The processing
of the replacement order can take up to 2-3 weeks depending upon the design.
|
-
I received my today ring and found too small/big, need to exchange it to a smaller/bigger
size. What should I do now?
Ans. Not to worry, simply follow the instructions on our
30 days return section and send the ring back with your precise size
and we will send you the ring with the size amendments.
Note:
1) If the wrong ring size was ordered, you will have a pay a charge
for the same, which will be conveyed to you
once you send the ring back.
2) If you got the delivery of a Ring in a wrong size, then the
ring will be resized and sent back to you at no extra
cost, once you send the ring back.
3) Full-Eternity Rings cannot be resized and will have to be ordered
again.
|
-
I did very much like one of your Full Eternity Ring, but I don’t know the ring size,
what should I do?
Ans. We would appreciate if you could email us your postal
address and we will send you a free Ring Sizer via Post. Please use this ring sizer
to arrive at your correct size before placing the order for a Full-Eternity Ring.
|
-
If I don’t like the Item I purchased, can I exchange the same?
Ans. Yes afcourse. For any reasons if you are not satisfied
with the item bought by yourself or received as a gift, you are eligible to get
the Item exchanged.
Note: Items engraved are
not eligible for exchange. |
-
Item not considered under return policy
Ans. You must check the products as soon as you receive the
same, with regards any fault or damages. Kindly notify the same within 30 days from
the date of delivery and we shall arrange for replacement or collection at our expense.
However, failing to do so within 30 working days will not be acceptable for any
refunds.
Returned merchandise must be undamaged and in "new and unused
condition." Items showing obvious signs of wear or alteration by a jeweller other
than Diamonds Factory will not be accepted.
Items sent to our office without proper packages and shipped beyond
the 30-day return period, will not be eligible for refunds.
|
|
|
|
|
|
|