Help & Advice

What can we help you with?

Problems while placing an order

There could be several reasons why you’re experiencing a problem or getting an error message when trying to place an order. The reasons are normally shown on the error screen and are very easy to resolve.

The most common errors, and their solutions, are:

Declined By The Bank

This doesn’t mean that you haven’t got enough money in your account. It could be that this purchase is outside of your usual spending habits, and the card company are concerned and have temporarily blocked the payment.

All you need to do is contact your bank and ask them to clear the purchase for you. If you look on the back of your credit card you’ll see a telephone number shown there. Call this number. Your bank will ask you a few security questions and then clear your card for this transaction. If you now go back to our website and re-submit the order from the payment page, it should go through.

Verified By Visa / MasterCard Secure Code

This is an additional level of security that card providers now try to get you to sign up for. Very often people sign up and then forget their password or other vital security details. Try to remember your password or call your card provider to reset it.

Your system can’t find my postcode

We use an automated system for finding postcodes.

As with all things digital, this system occasionally fails to identify an address or a postcode.

If this happens to you, don’t worry, simply type your details in line by line.

My card has not been debited

Full payment will be taken from your card when we have accepted your order.*

This payment may show on your statements as Regalian Ltd or TheDiamondStore.co.uk.

*At times we may need to stock check before accepting your order. If there is no product in stock, we will then contact you to discuss your deadline requirements and/or alternative products. For these reasons, we may occasionally delay taking payment from your card until we have verified the existence of the product and that you are in fact happy to place the order. Please note that our response time applies during our office opening hours from Monday to Friday, 8.15am – 5pm.

Other errors

If you get any other errors, the best thing to do is call us on 0345 084 1200 or email us on sales@thediamondstore.co.uk. If calling from outside the UK please dial +44 345 084 1200.

Alternatively you can close your Internet browser and start the process again. Don’t worry if you have to start over; your jewellery will still be in your basket and you won’t need to search for it again.

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Extended Returns Until 17th Jan 2020