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FAQ's

We hope you'll find the answer to your question in our FAQ section, but if this is not the case, please get in touch with our customer Care Team on 0800 072 1170 0800 072 1170 .

How long have you been in the jewellery industry?
 

We have been involved in the jewellery industry, designing and manufacturing jewellery, for more than three generations. We are delighted to have happy customers in more than 70 countries around the world, with over 50,000 customers served. Our UK ecommerce operation began in 2003.

Get In Touch

If you would like to discuss any aspect of our heritage, our ethics or our links with the leading diamond and jewellery institutions please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

Why are you cheaper?
 

Don't confuse superb value with poor quality. We use a skilled group of craftsmen and master jewellers that are very experienced. We are renowned globally for providing personalised, affordable and high-quality diamonds and diamond jewellery, supplying various high street and chain stores.

3 reasons why we are cheaper

The only way we can offer such superb value is because:

  • We are a diamond manufacturer, so we do not deal with middlemen.
  • We don't have costly high-street stores*.
  • We run an incredibly efficient company, so our overheads are optimised.

* We do have a private viewing showroom in Hatton Garden, London, for customers that would like to view samples or collect their purchases in person.

Note

We guarantee our prices are the cheapest in the UK.

Get In Touch

If you would like to discuss any aspect of the superb value that we offer, or the quality of our diamonds please get in touch with our friendly Customer Care Team on 0800 072 11700800 072 1170 or enter into a Live Chat

Where do you buy your diamonds?
 

Ethically sourced diamonds are purchased from recognised diamond trading centres around the world.
The diamond trading centres are located in :

  •  Antwerp
  •  Beijing
  •  Johannesburg
  •  Mumbai
  •  New York
  •  Tel Aviv

Each of the trading centres is committed to trading ethical diamonds, in line with various global institutions and the Kimberley Process Certification Scheme.

Get In Touch

If you would like to find out more about how we source our diamonds, or you'd like to learn more about diamonds, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

Where are you based?
 

We are based in the famous diamond jewellery centre of London called Hatton Garden. If you would like to visit our showroom to view samples, or to collect your purchases, please get in touch and we can arrange this for you.

Get In Touch

If you would like directions to our London office, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

Do I need to book an appointment for viewing jewellery?
 

We advise all our customers to make an appointment to view samples or to collect their purchases from our showroom in Hatton Garden, London.

Viewings Strictly By Appointment

We are more than happy to receive customers in our London showroom, although viewings are strictly by appointment. We hope you understand that this is an important part of our security policy.

Get In Touch

If you would like to make an appointment to visit our London showroom, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

How do I make an appointment for viewing?
 

It's really easy to make an appointment for viewing a sample of our jewellery, or for collecting your order. Simply contact our Customer Care Team on 0800 072 1170 0800 072 1170, or make an appointment to visit through our form.

Viewings Are Strictly By Appointment

Please note that viewings are strictly by appointment.

Get In Touch

If you would like to make an appointment to visit our London showroom, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

What will I see during a viewing?
 

If you come and visit us at our showroom in Hatton Garden, London, we will be more than happy to show you a selection of samples. You'll be able to get a good feel for the diamonds and the precious metals we use to create our superb collection of affordable jewellery.

Please note

Viewings are strictly by appointment.

Get in touch

If you would like to make an appointment to visit our London showroom, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

Can I purchase jewellery in your showroom?
 

Yes. You can either collect jewellery already ordered, or you can place an order at our showroom.

Please Note

Viewings are strictly by appointment.

Get In Touch

If you would like to make an appointment to visit our London showroom, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

Are you registered with the British Jewellers' Association?
 

We are proudly registered with, and follow the guidance of, a number of global diamond and jewellery institutions from around the world, including the British Jewellers' Association.

British Jewellers' Association Number

Our British Jewellers' Association membership number is 50270.

Get In Touch

If you would like to discuss any aspect of our memberships, or links with global diamond and jewellery institutions, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

What is your supply chain?
 

Our supply chain is very efficient and has a minimal number of layers. This is one of the key reasons why we can offer such superb value across our collection of diamond jewellery.

Find out more about our supply chain

We explain more about our supply chain in the value and price guarantee sections of our website.

Get In Touch

If you would like to talk about any aspect of our supply chain, the institutions we work with, or the heritage of our business, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

Can I return my order?
 

Our commitment to delivering first-class customer care to all of our happy customers is unwavering, even when customers may wish to return items. That's why we have a no quibble 30 day Returns Policy on most jewellery, subject to the terms outlined in our Returns Policy.

Get In Touch

If you would prefer to talk with our friendly Customer Care Team about returning an item, please get in touch on 0800 072 1170 0800 072 1170 or enter into a Live Chat

Can you engrave my ring?
 

We engrave many pieces of jewellery each year and the chances are that your ring will also be suitable for engraving.

Important Things To Note About Engraving

There are a number of very important things you should note about engraving:

  • There is a character limit on most rings
  • Engraving will add 3-4 days onto the delivery time of your ring
  • Engraving a ring means refunds are not possible
  • Resizing a ring is not possible after engraving
We Strongly Recommend

We strongly recommend that you discuss any engraving requirements with our Customer Care Team, take your time choosing the perfect ring, and also ensure you take the perfect measurements by using our Ring Size Guide.

Get In Touch

If you would like to discuss engraving your ring with our friendly Customer Care Team, please get in touch on 0800 072 1170 0800 072 1170 or enter into a Live Chat

How do I find my ring size?
 

The easiest way to find your ring size is by following our Ring Size Guide.

Get In Touch

If you would like further assistance determining the correct ring size for your finger, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

Can I get my ring resized?
 

Resizing a ring is possible for most rings. However, it is not possible to resize eternity rings, rings that have been engraved, or rings that have too large a difference for resizing. In the first instance, it would be wise to talk with our Customer Care Team, and check your exact ring size using our Ring Size Guide.

Get In Touch

If you would like any further assistance with this matter, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

Do you insure jewellery?
 

Please take a look at our jewellery insurance section for more information.

Get In Touch

If you would prefer to talk with our friendly Customer Care Team please get in touch on 0800 072 1170 0800 072 1170 or enter into a Live Chat

Can you provide an insurance appraisal?
 

As part of our commitment to delivering first-class customer care for all of our customers, we are happy to provide a free Valuation Report for insurance purposes, with every purchase.

Free Valuation Report

Your free Valuation Report will contain all the salient product details such as diamond carat, diamond clarity, diamond colour and the precious metal used. This report is useful for the purpose of insuring your piece of jewellery but also provides further evidence of its authenticity.

Get In Touch

If you would like to discuss this matter further, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

Can I view your jewellery in store?
 

It is very important to us that our 50,000+ happy customers feel content about their purchases. As part of our commitment to delivering first-class customer care to all of our customers, we are pleased to receive visitors at our London showroom, in the world famous jewellery centre of Hatton Garden.

By Appointment Only

Please arrange an appointment to visit our showroom with our Customer Care Team on 0800 072 1170   . For security reasons, visiting our showroom is strictly by appointment only.

Get In Touch

Please feel free to get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat as you prefer.

Why are men's rings so expensive?
 

Men's rings are normally around the same price, weight for weight, as women's rings. The main difference, however, is that the style of men's Rings means that they are much larger. This means more gold or platinum, and in the case of diamonds, more diamonds.

Get in touch

Should you wish to discuss our men's rings, or look at the possibility of finance, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat as you prefer.

How do I measure my finger?
 

In order to help our future customers get the perfect ring size, we've created a Ring Size Guide, which we recommend you use.

Get In Touch

If you would like further advice on this matter, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

How will my order be delivered?
 

Your order will delivered by the Royal Mail using its next day, special delivery service (for all the items delivered within UK). For international buyers we use FedEx. These methods of shipment are fully insured against losses, damages and theft right up to the point where you sign for them.

Get in touch

If you would like further advice on delivery procedures, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

Can the delivery be faster?
 

Please get in touch with our Customer Care Team to discuss the possibility of an earlier delivery time.

Get In Touch

If you would like further advice on delivery options, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

Can I personally collect my order?
 

We are always delighted to meet our customers and as long as an appointment is made, we are more than happy to receive visitors at our Hatton Garden showroom in London.

Identification

Please note that in order to collect your items, you will be required to show photograph identification, such as a driving license or passport. You will also need to bring with you your order confirmation that is sent via email, once your order is received.

Strictly By Appointment

All visits to our showroom are strictly by appointment only. To book an appointment for your collection, simple get in touch with our Customer Care Team.

Get In Touch

If you would like further advice on collection or delivery options, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

How will I receive delivery updates?
 
Get in touch

If you would like further advice on delivery procedures and email updates, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

How can I track my delivery?
 

We will email you on the day your order is dispatched and provide advice regarding your expected date of delivery, the parcel delivery company being used and the track and trace details of the delivery company.

Get In Touch

If you would like further advice on delivery procedures and tracking your order, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

Do you deliver to addresses other than my billing address?
 

If you wish to arrange delivery of your item to an alternate address (other than your billing address), we will be more than happy to be of assistance.

Security procedure

In order to process your request for delivery to an address other than your billing address, we do need to follow certain security procedures. These procedures protect you and us. We therefore need to view certain documents from you before rerouting orders. Please contact our Customer Care Team for more information on this subject.

Get in touch

If you would like further advice on our security or delivery procedures, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

How safe is my jewellery in transit?
 

We use the leading global delivery companies, so we are pretty confident that your order will be safe. However, to manage any potential risk, we insure in the event of loss, damage and/or theft during shipment.

You must insure your jewellery, if you return it

If you are returning an item of jewellery, it is your responsibility to insure the item during transit. Most delivery companies will be happy to provide a quote for next day, guaranteed delivery, and they will simply ask you how much the parcel is worth and what insurance value you require. We do not accept responsibility for losses occurred during transit for items returned to us.

Get in touch

If you would like further advice on our insurance or delivery procedures, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

What packaging do you use?
 

Your order will be packaged in a plain and discreet manner, in accordance with our secure packaging in transit policy.

Discreet on the outside, elegant on the inside

Our external packaging makes no reference to our brand name, diamonds, gold or jewellery. This is to ensure that the precious contents are not advertised. However, the packaging on the inside is elegant and ready to be presented to that special person.

Get in touch

If you would like to discuss our packaging policy further, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat

How do I cancel my order?
 

Please take a moment to read our Returns Policy

Get In Touch

If you would prefer to discuss cancelling an order, please get in touch with our friendly Customer Care Team on 0800 072 1170 0800 072 1170 or enter into a Live Chat as you prefer.

How do I place an order?
 

As part of our commitment to delivering first-class customer care to more than 50,000 customers, we offer three main ways of placing an order;

  1. Ecommerce Shop

    You can place an order through our ecommerce shop very easily. Simply choose the piece of jewellery you want, outlining any specifications, and proceed through the checkout.

  2. Telephone Shopping

    Alternatively, we are happy to take orders over the telephone. Simply get in touch with our Customer Care Team on
    0800 072 1170 .

  3. In Our Showroom

    You can also place an order in our showroom. Simply make an appointment to visit our showroom to view samples, and we can take your order there and then.

Get In Touch

If you require any assistance whatsoever placing your order, please get in touch with our Customer Care Team on 0800 072 1170 0800 072 1170 .

What is your returns policy?
 

Please take a moment to read our Returns Policy.

Get in touch

If you would prefer to talk to a member of our Customer Care Team about returning an order, please get in touch on 0800 072 1170 0800 072 1170 or enter into a Live Chat as you prefer.

Can I exchange my order for something else?
 

We are more than happy, as part of our commitment to delivering first-class customer care to our 50,000+ happy customers, to assist wherever possible by exchanging items. However, items that are of a bespoke nature, or have been engraved, cannot be exchanged.

Get In Touch

If you would prefer to talk to a member of our Customer Care Team about whether an exchange is possible, please get in touch on 0800 072 1170 0800 072 1170 or enter into a Live Chat as you prefer.

Can I get a ring resized?
 

We offer a ring resizing service to all of our customers; so don't worry if your ring is too large or too small, since our master jewellers are skilled at resizing rings.

Resizing Costs

Please use our Ring Size Guide to find your exact ring size and then get in touch with our friendly Customer Care Team in order to get an assessment of any charges that might apply.

Get In Touch

If you would prefer to talk to a member of our Customer Care Team about getting a ring resized, please get in touch on 0800 072 1170 0800 072 1170 or enter into a Live Chat as you prefer.

How do I return an item to you?
 

Please review our Returns Policy, which outlines the terms and procedures for returning an item.

Get In Touch

If you would prefer to talk to a member of our Customer Care Team about returning an item, please get in touch on 0800 072 1170 0800 072 1170 or enter into a Live Chat as you prefer.

Is it safe ordering online?
 

As part of our commitment to delivering first-class customer care, we can confirm that we are 100% committed to providing a safe ecommerce shopping experience. To date we have satisfied over 50,000 happy customers.

State-of-the-art ecommerce security

Our ecommerce shop is protected with the latest security certificates (SSL certificates). These certificates use state-of-the-art encryption technologies.

PCI Compliant

In addition to the latest state-of-the-art encryption, our systems are compliant with the PCI Security Standard's Council. This was founded by Visa, MasterCard, American Express and JCB International. You can find out more about PCI Security Standard's Council at www.pcisecuritystandards.org.

Verified by Visa and MasterCard

We also use Visa and MasterCard Secure Code technology, for processing all orders.

Get in touch

If you would like to talk to a member of our Customer Care Team about ordering by telephone, please get in touch on
0800 072 1170 0800 072 1170 or enter into a Live Chat as you prefer.

What payment methods are accepted?
 

We are happy for you to make payment by any of the following methods:

Credit Cards or Debit Cards

We accept all major credit and debit cards. Please note that a non-refundable surcharge of 2.55% is applicable when you select the American Express card to make a purchase.

PayPal

You can place an order using PayPal as payment option online by selecting it as payment option during checkout process.
If you'd prefer to pay via a PayPal account over a phone, simply get in touch with our Customer Care Team on 0800 072 1170 0800 072 1170 or email service@diamondsfactory.co.uk and we will send you a PayPal request. On receipt of the request, simply make the payment and email us with the payment details and you will receive the Order Confirmation against your order.

Bank Transfer

If you'd prefer to pay by bank transfer, this is also an acceptable means of payment. Simply email the Customer Care Team on service@diamondsfactory.co.uk or call us on 0800 072 1170 .

Cheque

We are happy to receive cheques too.

Telephone

If you would prefer to make a payment via the telephone, we are happy to oblige. Simply telephone our Customer Care Team on 0800 072 1170 with your card and order details.

Get in touch

If you would like to talk to a member of our Customer Care Team about payment options, please get in touch on 0800 072 1170 0800 072 1170 or enter into a Live Chat as you prefer.

My card details have been rejected?
 

Please check the possibilities below or simply get in touch with our Customer Care Team on 0800 072 1170 0800 072 1170 and they'll be happy to take your order over the phone.

Reasons for a card payment rejection

The vast majority of reasons why a card is rejected are because of the protection policies of banks. You might have to phone your bank (telephone number usually on the back of the card) to tell them that you want to purchase a high-value item.

Alternatively, you might have incorrectly inputted your:
  • Card Holder Name
  • Credit Card Number
  • Card Verification Value (3-4 security digits appearing on the back of your card)
  • Postcode

Either way, our Customer Care Team is happy to assist with telephone orders on   0800 072 1170 if necessary.

Get in touch

If you would like to talk to a member of our Customer Care Team about making payment over the telephone, please get in touch on 0800 072 1170 0800 072 1170.

How long does it take to receive a refund?
 

Depending upon the payment method used, it can take 8-10 working days for a refund to be processed, although in reality it is normally a few days. Our first-class Customer Care Team will be happy to notify you of estimated refund times at the point when a refund is agreed.

Get in touch

If you would like to talk to a member of our Customer Care Team about our Returns Policy and the potential for receiving a refund, please get in touch on 0800 072 1170 0800 072 1170 .

Will I get a VAT refund form?
 

Value added tax (VAT) is applicable for all orders placed on this website. All the products displayed 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 not eligible to participate.

Get in touch

If you would like to talk to a member of our Customer Care Team about this matter further, please get in touch on 0800 072 1170 0800 072 1170 .

Am I eligible for VAT-free purchases?
 

VAT (Value Added Tax) is collected for all the shipments within the European Union. If you are located outside of the EU territory or countries which are exempt of VAT, simply get in touch with our Customer Care Team on 0800 072 1170 0800 072 1170 and they will help you make your purchase over the telephone.

Get In Touch

If you would like to talk to a member of our Customer Care Team about this VAT matter further, please get in touch on 0800 072 1170 0800 072 1170.

Do you offer discount codes?
 

Yes. We are always pleased to offer discount codes and do so whenever possible, throughout the year.

Get In Touch

If you would like to talk to a member of our Customer Care Team about discounts that might apply at the moment, please get in touch on 0800 072 1170 0800 072 1170 or enter into a Live Chat as you prefer.

Can I pay with two credit cards?
 

If you would like to use two cards for a transaction, you can certainly do that as long as both cards belong to the same owner and are registered at the same billing address. Simply call our Customer Care Team on   and they will help you make the purchase over the telephone.

Get In Touch

If you would like to talk to a member of our Customer Care Team about making a purchase with two credit cards over the telephone, please get in touch on 0800 072 1170 0800 072 1170 .

Do you price match?
 

We are renowned throughout the world for providing personalised, affordable and high-quality diamonds. We are proud to offer a Price Guarantee that means we are happy to match like-for-like prices. Simply email our Customer Care Team on service@diamondsfactory.co.uk with the details of the price and product you'd like us to match.

Get In Touch

If you would like to talk to a member of our Customer Care Team about a price match, please get in touch on 0800 072 11700800 072 1170 or enter into a Live Chat as you prefer.

When do you take payment from my card?
 

As soon as you make a payment your bank will authorise the amount for the transaction you have made. The actual settlement of the amount between your account and our account will be completed in 2-3 days. The payee will be itemised as Neve Jewels Ltd, which owns the Diamonds Factory brand.

Get in touch

If you would like to talk to a member of our Customer Care Team about taking payments from your card, or if you would like to make a payment over the telephone, get in touch on 0800 072 1170 0800 072 1170 or enter into a Live Chat as you prefer.

Get in touch

If you'd like to talk to an expert gemologist about our diamonds, or a member of our friendly Customer Care Team, please get in touch on 0800 072 1170 0808 278 5378 or enter into a Live Chat as you prefer.