Help & Advice

What can we help you with?

Other Delivery Questions

Ordering for Christmas?

Our last postage date before Christmas is Friday 20th December 2019. Our offices will be closed on Christmas Eve (Tuesday 24th December), Christmas Day (Wednesday 25th December), Boxing Day (Thursday 26th December), New Year’s Eve (Tuesday 31st December) and New Year’s Day (Wednesday 1st January 2020).

Click here for more information about our Christmas Postage Dates

Click here to read Will I get this item for Christmas?

Click here for more information about our Extended Christmas Returns Policy

How long does it take you to dispatch jewellery?

We always aim to dispatch your jewellery within 24 hours of receiving your order. Where possible, orders leave in the next available mail-out between Monday and Friday.

However, while we do keep a stock of the most popular items we sell, our rings come in 50 different sizes. As you can imagine, we cannot stock every ring in every size. This means that we may need to handcraft a ring just for you or adjust the size of your jewellery item before we send it out.

In any case, we will always email you within 2 hours* with an estimated delivery date.

If we’re unable to dispatch your order immediately, we’ll tell you when we estimate we can deliver your item. Our alternative delivery times, depending on the jewellery item you ordered, are typically either 3 days, 5 days or 7-10 days.

* Note – The response time applies during our office opening hours from Monday to Friday, 8.15am – 5pm.

What are your delivery charges?

All of our deliveries are FREE. For all UK & Northern Ireland deliveries we use Royal Mail Special Delivery or DPD, at no cost to you. We now also offer free FedEx or Royal Mail delivery on all worldwide (Non UK) orders.

Can I collect my order?

Although we have a warehouse and a workshop where our beautiful jewellery is crafted, we do not currently have retail premises. For security and insurance reasons we cannot invite you to visit our warehouse or pick your order up from our workshop, but since we would love to meet our customers in person, this is something we are working on changing in the future.

How do I track the delivery?

As soon as we dispatch your jewellery order, you will receive an email with a delivery tracking code. Click on the tracking code link within the email. It will take you to your order information on the delivery service website – either Royal Mail, DPD or FedEx – where you’ll be able to track your order’s whereabouts and the estimated delivery date and time. Please bear in mind that although we may send you a dispatch confirmation email at any time of the day, the parcels are normally collected from our offices at around 5pm. This means that your item might not show on your corresponding delivery service’s website until much later on the day of dispatch.

Is the jewellery insured whilst being delivered?

We insure your jewellery from the time it is dispatched, until the moment somebody signs for it at the delivery address you have given us. Once you or somebody else at your address has signed for the parcel, it then becomes your responsibility. From this point onwards it will no longer be covered by insurance.

Can you deliver to an alternative address?

We are happy to deliver to your place of work or an alternative home address. However, for your own safety and for fraud protection purposes, we may need to ask you a few security questions. This is just to be sure it’s really you who wants us to deliver the purchase to a different address. For example, we may ask you for details like the recipient’s date of birth or some kind of proof that you really do work at the address you want us to deliver to. You don’t need to worry about this while you’re placing the order. Just make your order as normal and type in the delivery address of your choice. We’ll be in touch if we have any questions.

Do you deliver to BFPO addresses?

Yes, we deliver to all BFPO addresses. What about the VAT? Whether residents at BFPO addresses need to pay VAT is a matter that often causes confusion. We have consulted HM Customs & Excise, however, and can confirm that VAT is only deductible if you are at a BFPO address OUTSIDE the European Union. If your BFPO address is outside the UK/EU, please add a note in the “DEADLINES” box on the first checkout page when you make your order. We will then check with the Post Office, and when they confirm the location of your BFPO address, we will adjust the amount we deduct from your card for the order. If the BFPO address is within the European Union, then we are afraid you will need you to pay VAT. — If you have any questions, please email us at sales@thediamondstore.co.uk. You can also call us on 0345 084 1200, or if calling from outside the UK please dial +44 345 084 1200.
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Extended Returns Until 17th Jan 2020