Frequently asked questions

BLACK FRIDAY & CHRISTMAS FAQs

Order Early to Avoid Disappointment

Extended returns

Extended exchange policy

Why are you having such a long Black Friday sale?

Do you provide Christmas gift wrapping?

RETURNS AND REFUNDS

I want to return an item

Returns & refunds policy

Orders to European Union – taxes and duties

Orders to Australia – taxes and duties

Repair Q&A

CONTACTING US

Contact us

How do I contact you?

What are your opening times?

Do you have a shop?

What are your response times?

DELIVERY & DISPATCH

Free worldwide delivery

Next day & Same day delivery

Where is my order?

What happens if I am not in when the jewellery arrives?

What time of day do you deliver?

How long does it take you to dispatch jewellery?

SUSTAINABILITY

Our commitment to sustainability

Sustainable & ethical lab grown diamonds

Carbon offsetting

Conflict-free diamonds

What are sustainable diamonds?

What is the most ethical engagement ring?

PACKAGING

Exclusive packaging & presentation

Is the jewellery sent in plain packaging?

Our personalised gift message cards

Video messaging

PRODUCT INFORMATION

Product measurements

How can you offer such big savings?

What diamond qualities do you use?

Is your jewellery nickel free?

Insurance valuation certificates

PLACING AN ORDER

How do I know it’s safe to order?

Finance information

Problems while placing an order

Vulnerable Customer Policy

CERTIFICATES

Diamond certificates

IGI certificates

SKD certificate

GIA certificates

EGL certificates

IGL certificates

JEWELLERY GUIDES

What is rose gold?

Caring for your jewellery

Ring sizes & rings sizers

Watch a ring being made

What is 18K Gold Vermeil?

NEW CUSTOMERS

How can I pay?

How do I check my order?

I have forgotten my password

Discount vouchers and coupons

GEMSTONE GUIDES

All Gem guides and buying advice

Amethyst facts & tips

Aquamarine facts & tips

Blue sapphire facts & tips

Blue topaz facts & tips

Diamond facts & tips

UPGRADING QUESTIONS

Upgrading size/carat weight

Upgrading clarity/sparkle

Upgrading setting