Help & Advice

What can we help you with?

Where is my order?

When you make an order, our system receives an immediate notification.

However, our Stockroom staff can only check the availability or your item during their working hours from Monday to Friday, 8.15am - 5pm.

That’s why we can only email you with a confirmation of the dispatch date during these times.

For example, if you place an order on our website over a weekend, we’ll send you a dispatch update on Monday.

If you didn’t receive an order confirmation email

Spam email filters can sometimes stop our emails from getting through to your Inbox. If you haven’t heard anything from us, please check your Spam or Junk Mail folder in your email.

Checking your order status

You can check the status of your order by logging in with the email address and the password you created when you first placed an order with us. Login

If you’re waiting for an order that’s being made

If we are unable to dispatch your order immediately, we will email you with an estimated delivery date. Typically our alternative delivery times are 3 days, 5 days or 7-10 days.

If your order is still within one of the time frames we initially gave you, there is very little we can do to update you on its progress.

You might wonder why? When we make a pair of earrings or a ring, the jewellery goes through a number of processes. These including setting, polishing, adjusting the gold or platinum to the correct size and hallmarking the jewellery at a UK Government Assay Office. These systems work smoothly, but unfortunately it is not administratively possible for us to update you every step of the way.

Please bear with us. As soon as your jewellery is ready we will dispatch it to you, and email you a delivery tracking number.

If your order is now overdue

We’re proud to say that we often deliver ahead of deadline. On rare occasions, however, we may run over an estimated dispatch date.

If we have given you an estimated delivery date and it has passed, please email us on sales@thediamondstore.co.uk. Alternatively call us on 0345 084 1200. If calling from outside the United Kingdom, please dial +44 345 084 1200.

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Extended Returns Until 17th Jan 2020