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Diamonds Factory
7 Hatton Garden
London
EC1N 8AD
Mon - Fri : 10:00am - 06:00pm
Saturday : 10:00am - 05:30pm
Sunday : 11:00am - 04:00pm
Diamonds Factory
Shop 12
The Big Peg
Access via Warstone Lane
Birmingham B18 6NF
Mon - Fri : 09:00am - 05:00pm
Saturday : 09:00am - 05:00pm
Sunday : 10:00am - 04:00pm
Please visit our partners 'Austen & Blake'
Jewellers at
17 King Street,
Manchester,
M2 6AW
Mon - Fri : 09:30am - 05:30pm
Saturday : 10:00am - 05:30pm
Sunday : 10:30am - 04:30pm
Please visit our partners 'Austen & Blake'
Jewellers at
Unit 9, County Arcade
Victoria Quarter
Leeds, LS1 6BW
Monday - Friday : 10:00am - 05:30pm
Saturday : 09:30am - 5:30pm
Sunday : 11:00am - 4.30pm
Diamonds Factory
Unit 3.01, Third Floor
Merchants Court,
2-12 Lord Street,
Liverpool L2 1TS
Mon - Fri : 09:30am - 05:30pm
Saturday : 10:00am - 05:30pm
Sunday : Closed

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FAQ

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 0207 138 3672 0207 138 3672

FAQs

About Us

For more than three generations we have been designing and manufacturing jewellery. Our UK e-commerce operation first began in 2003 and we are now, in fact, the UK’s biggest online jeweller. We have served over 50,000 happy customers in more than 70 countries around the world.

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 0207 138 3672 0207 138 3672 or enter into a Live Chat

We combine with excellent quality, and cut out the middleman, to deliver you prices that are lower than on the high street. We have our own team of skilled craftsmen and master jewellers who create each piece especially for you. We are renowned globally for providing customisable, affordable and high-quality diamonds and diamond jewellery.

3 reasons we have the lowest prices:

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

  • We are a diamond manufacturer.
  • We do not deal with the middleman.
  • We run an incredibly efficient company so overheads are optimised.
Note

We guarantee that 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 0207 138 3672 0207 138 3672 or enter into a Live Chat

Our diamonds are ethically sourced and are purchased from recognised diamond trading centres around the world.
Diamond trading centres are located in:

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

Each of the trading centres mentioned are 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 0207 138 3672 0207 138 3672 or enter into a Live Chat

We are based in Hatton Garden, London, which is famous for being London’s jewellery quarter and the centre of the diamond trade.

Get In Touch

If you would like directions to our London office, please get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a Live Chat

We advise all our customers to make an appointment to view samples or to make a collection for their purchases from one of our stores to avoid long waiting times.

Get In Touch

If you would like to make an appointment to visit one of our stores, please get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a Live Chat

If you wish to make an appointment to view a sample of our jewellery, or to collect your order, simply contact a member of our customer care team on0207 138 3672 0207 138 3672, or make an appointment to visit via our online form

Get In Touch

Please get in touch with one of our customer service team members on 0207 138 3672 0207 138 3672, or alternatively you can submit a booking using our online form or enter into a Live Chat

During the viewing one of our diamond experts will give you all of the information that you need in order to make an informed decision when buying a piece of diamond jewellery. You will be shown a selection of samples and be advised on the different ways you can customise your chosen piece.

Get in touch

Please get in touch with one of our customer service team members on 0207 138 3672 0207 138 3672, or alternatively you can submit a booking using our online form or enter into a Live Chat

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.

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 0207 138 3672 0207 138 3672 or enter into a Live Chat

One of the main reasons we can offer such superb value across our collection of diamond jewellery is because our supply chain is very efficient and has a minimal number of layers. Unlike most high street stores, we are a diamond manufacturer therefore we cut out the middleman to deliver quality products at a lower price.

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 0207 138 3672 0207 138 3672 or enter into a Live Chat

Orders

Delivering first-class customer service is important to us. This is why we have a no quibble 30 day returns policy on most of our 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 0207 138 3672 0207 138 3672 or enter into a Live Chat

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 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

If you wish to engrave your ring we strongly advise that you take the correct measurements, using our ring size guide, and that you take your time when choosing the perfect design.

Get In Touch

If you would like to discuss engraving your ring with our friendly customer care team, please get in touch on 0207 138 3672 0207 138 3672 or enter into a Live Chat

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 0207 138 3672 0207 138 3672 or enter into a Live Chat

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. If you need help finding your ring size simply follow our simple ring size guide for guidance.

Get In Touch

If you would like any further assistance with this matter, please get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a Live Chat

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 0207 138 3672 0207 138 3672 or enter into a Live Chat

Free Valuation Report
Delivering excellent customer service is important to us, which is why we are happy to provide a free Valuation Report for insurance purposes, with every purchase.

Your free Valuation Report will contain all of the product details and diamond specifications such as diamond carat, diamond clarity, diamond colour and the precious metal used. This report is a useful document for proving your product’s authenticity and for the purpose of insuring your piece of jewellery.

Get In Touch

If you would like to discuss this matter further, please get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a Live Chat

Of course! Simply contact our customer care team or submit an online form if you wish to make an appointment.

Get In Touch

Please feel free to get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a Live Chat

Men’s rings are in fact the same price as women’s rings weight for weight. As the style of men’s rings tend to be much larger this means that they require more gold, platinum, or in the case of diamonds - more diamonds, which results in a higher price that is relative to the amount of materials used.

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 0207 138 3672 0207 138 3672 or enter into a Live Chat

We know that not everyone knows their ring size, which is why we have created a ring size guide that will help you determine the perfect fit.

Get In Touch

If you would like further advice on this matter, please get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a Live Chat

For UK orders, your order will be delivered by Royal Mail using it’s next day, special delivery service. International orders will be delivered via 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 0207 138 3672 0207 138 3672 or enter into a Live Chat

If you are hoping for an earlier delivery time please discuss this with our customer care team.

Get In Touch

If you would like further advice on delivery options, please get in touch with our friendly customer care team on 0207 138 3672 0207 138 3672 or enter into a Live Chat

Of course, we are always happy to arrange collections in person at one of our stores. Please be aware that for collections an appointment must be made. To book an appointment simply contact a member of our customer care team or submit an online form.

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.

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 0207 138 3672 0207 138 3672 or enter into a Live Chat

Get In Touch

You will receive emails regarding your delivery updates. If you require further information on delivery procedures and correspondence please feel free to contact our customer care team on 0207 138 3672 0207 138 3672 or enter into a Live Chat

We will email you on the day your order is dispatched and provide you with an expected date of delivery, the parcel delivery company being used and the track and trace details of the 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 0207 138 3672 0207 138 3672 or enter into a Live Chat

In order to process your request for delivery to an alternative address, other than your billing address, we need to follow certain security procedures. These procedures protect you and us. We therefore require certain documents from you before rerouting orders. Please get in touch with our customer care team on 0207 138 3672 0207 138 3672 where they will be able to provide you with assistance

We use the leading global delivery companies, so we are pretty confident that your order will be safe. However, for further peace of mind, we insure in the event of loss, damage and/or theft during shipment.

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. Please note that we do not accept responsibility for losses occurred during transit for any items that are being 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 0207 138 3672 0207 138 3672 or enter into a Live Chat

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

Discreet on the outside, beautiful on the inside.
In accordance with our secure packaging in transit policy, our external packaging makes no reference to our brand name, diamonds, gold or jewellery, to ensure that the valuable contents are not advertised. Don’t worry though, the packaging on the inside is beautifully presented so that it is ready to give 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 0207 138 3672 0207 138 3672 or enter into a Live Chat

If, for any reason, you wish to cancel your order please take a moment to read our returns policy or contact a member of our customer care team on 0207 138 3672 0207 138 3672, where they will be able to assist.

We offer three simple ways to place an order and are committed to delivering first-class customer service at each stage of your order process.

  1. Online

    Placing an order online is simple. Select your preferred piece of jewellery, outline any specifications, and proceed to the checkout. If you have any questions regarding your online order you can speak to a member of our customer care team.

  2. By telephone

    Our friendly sales team are happy to take your order over the phone if this is your preferred method. They will talk you through every step of your order before taking payment and are there to help and assist you with any questions you may have

  3. In store

    If you prefer to visit one of our stores, our diamond experts are on hand to give you all the information you require regarding buying a piece of diamond jewellery, and can show you samples if you wish.

Get In Touch

If you require any assistance whatsoever placing your order, please get in touch with our customer care team on 0207 138 3672 0207 138 3672 or enter into a Live Chat

Returns

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 0207 138 3672 0207 138 3672 or enter into a Live Chat

We wish for all of our customers to be completely satisfied with their purchase, therefore we are more than happy to assist wherever possible by exchanging items. Unfortunately we cannot accept bespoke or engraved items for an exchange due to the nature of the design.

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 0207 138 3672 0207 138 3672 or enter into a Live Chat

Of course! We offer a ring resizing service to all of our customers, so don't worry if your ring is too large or too small as 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 on 0207 138 3672 0207 138 3672 in order to get an assessment of any charges that may apply.

If you wish to return an item, 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 0207 138 3672 0207 138 3672 or enter into a Live Chat

Payments

We are 100% committed to providing a safe ecommerce shopping experience. To date we have satisfied over 50,000+ happy customers and our aim is always to deliver first-class customer care.

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 so that you can have complete peace of mind when shopping online with us.

PCI Compliant
Our systems are compliant with the PCI Security Standard's Council,which was founded by Visa, MasterCard, American Express and JCB International. You can find out more about the PCI Security Standards 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 0207 138 3672 0207 138 3672 or enter into a Live Chat

We are happy to accept payments via the below methods:

Credit or Debit Cards
We accept all major credit and debit cards. If you wish to make a payment using American Express, please note that a non-refundable surcharge of 2.55% is applicable.

PayPal
We are pleased to accept payments via PayPal, simply select this payment option during the checkout process. If you wish to pay via this method over the phone, simply contact our customer care team and we will send you a PayPal request. Upon receipt of the request, simply make the payment and email us with the payment details. You shall then receive the order confirmation against your order.

Bank Transfer
We can also accept payments via bank transfer, simply call or email the customer care team if you wish to pay by this method.

Cheque
We are also happy to receive payment via cheque. Contact a member of our customer care team if you require further information on this payment method.

Telephone
We can accept payment over the phone. Simply contact our customer care team where they will ask for your card and order details to take the payment.

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 0207 138 3672 0207 138 3672 or enter into a Live Chat

If your card details have been rejected there are a number of possible reasons as to why this may be. Please check the below reasons, alternatively simply get in touch with our customer care team where they will be happy to take the payment from 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 may have to phone your bank to tell them that you wish to purchase a high-value item.

Alternatively, you may have incorrectly input any of the below information:
  • Card holder name
  • Credit card number
  • Card security code (3-4 security digits appearing on the back of your card)
  • Postcode

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 0207 138 3672 0207 138 3672 or enter into a Live Chat

Depending upon the payment method used, it can take 8-10 working days for a refund to be processed. Our excellent customer service 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 0207 138 3672 0207 138 3672 .

VAT (value added tax) is applicable for all orders placed on this website. All the products displayed online 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 we are an internet-based mail-order company and therefore 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 0207 138 3672 0207 138 3672 or enter into a Live Chat

VAT (value added tax) is collected for all shipments within the European Union. If you are located outside of EU territory or in a country that is exempt of VAT, simply get in touch with a member of our customer care team on 0207 138 3672 0207 138 3672, who will be able to advise.

Yes, we are pleased to be able to offer discount codes wherever possible and do so 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 0207 138 3672 0207 138 3672 or enter into a Live Chat

If you wish to use two cards for one transaction this is definitely possible. You just need to make sure that both cards belong to the same owner and are registered at the same billing address. Simply call our customer care team so they can take your payments over the phone.

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 0207 138 3672 0207 138 3672

Yes, we are proud to offer a price guarantee that means we aim to match like-for-like prices. If you wish to take advantage of this service please get in touch with our customer care team and provide details of the price and product that you would 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 0207 138 3672 0207 138 3672 or enter into a Live Chat

Once you make a payment your bank will authorise the amount for the transaction that you have made. The actual settlement for the amount between your account and our account is usually completed in around 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 0207 138 3672 0207 138 3672 or enter into a Live Chat