FAQs

Most frequent questions and answers​

OFFICE

We are British Jewellery E-commerce Retailer that based online at www.diamondsmith.co.uk with customer support office in London.

Cancel, Return or Replace Order

Yes, you can return the goods within 14 days after you receives your product. Please contact our customer support they will further help you understanding returning process and provide you return details for Royal Mail Delivery.

We are here, and you don’t need to worry. The good news is you’re first resizing is free of charge but within 14 days exchange policy.

Once we have received your item in our warehouse, our team will check it and verified it. Our production team will properly check the product before initiation refund. However, we promise to issue your funds as soon as possible. Usually, it takes 14 working days, depending on the payment method used.

If you want to return your item for a resize, then contact us directly at our contact number or email address. However, for the U.K, if you want to return an item, then we will provide you return details for Royal Mail delivery.

You get 14 days money back guarantee, and it starts from the day you receive your item. However, if you want to exchange or refund, the item should be in unused condition. For health and hygiene reasons, earrings cannot be exchanged and also personalised and engraved items. If you have any confusion, you can contact our customer support, and they will help you with this.

Yes, you can contact our customer support, and they will help you. We are 24/7 here to assist you, contact us anytime. 

PRODUCT

At DIAMONDSMITH®, we are dedicated to giving the best prices to our customers. We walk the extra mile for our customers.

If you find a piece of diamond jewellery or diamond at a lower price in the market than at DIAMONDSMITH®,  it is our guarantee that not only the price will be matched, but we will offer you a 1% the lower price is having a maximum value of £500 or lower.

According to a survey conducted in December 2019, we asked 100 competitors in the U.K. to quote on a range of GIA diamonds and compared that to the DIAMONDSMITH equivalent price. The results were mind-blowing; we were between 50% to 75% better value or on average 62.5% better value across the entire range of diamonds and stores. However, if you still find diamond cheaper on other stores (which will never happen), you can come to us and get the 1% lower up to a maximum value of £500 lower.

We directly source our diamonds from the diamond manufactures that produce stones world widely. We offer you diamonds at the best wholesale price to the retail market. Our overheads are less, and that’s why we offer stones at the most affordable rates to our customers.

There are no hidden charges, All prices listed on our website are inclusive of VAT and there are no charges for postage and packing.

Once you place an order with us, a confirmation page will be open which shows your order reference. You get a confirmation message on your email.

Under any unwanted condition if your payment is declined, you will see a declined message on your final checkout page. The best solution to go back to your order checkout page and see if all the details are correct and re-submit it again. You will be able to update your payment option as we have different payment methods for you.

DELIVERY

Yes, on receiving the parcel, your signature is needed. If you fail to receive your parcel in the first attempt, our delivery service provider will leave a message for you at your address with the right instructions how you may collect or redeliver your parcel, including a time limit for collecting your parcel.

To ensure you get top-notch quality, rather than shipping existing products in our stock, we make a new one for you. The whole process usually takes 3-4 days. Once your package is ready, we send you a confirmation email.

For security reasons we cannot ship your parcel to an alternative address. We are supposed to ship only on the same card registered address.

It takes 7 business days for your product to arrive at your address. This processing time includes quality assurance service and further adjustments like size and colour to ensure you get high-quality and polished jewellery piece.

It’s simple. Once we dispatch your order, you will get a confirmation email of the details of your delivery method.

We offer free express delivery within the UK home address

Once you confirm your order, our logistics team will contact you and ask you the best date that is suitable for delivery.

Unfortunately, but no we don’t ship internationally due to legal permissions. However, you can contact us for further information. We’d love to assist you.

We care about your parcel, however, if anything happens like that, we first notify you and then open an investigation on your behalf. You come first!

Once you place an order with us and as soon as we ship your order, we will send you a tracking number.

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