| Question+ |
Long Answer |
| Can I Claim My VAT Back As I Am From An Exempt Country? |
If you are purchasing from a VAT exempt country or an international traveller living outside the EU , please contact us for details on how you can reclaim your VAT. |
| Can I Collect My Order? |
Yes. Please call us on 0800 977 4855 or email us on info@diamondrocks.co.uk to make an appointment. |
| Can I Pay Over the Phone? |
Yes. You can pay by calling us on 0800 977 4855. |
| Can I See the Jewellery Before I Buy It? |
Yes. Being office based, we can offer you the unique service of being able to view the items you see on our website in person. One of our experienced jewellery consultants will be able to advise you on any questions you have. Visits are strictly by appointment only. Please call 0800 977 4855 to arrange a time. |
| Can You Make Jewellery that I've Seen Elsewhere? |
Yes we can. Any design or style of jewellery you have seen in the high street or another website can be made by us, usually at a lower cost due to owning our own manufacturering facility. This includes diamond and coloured stone jewellery.
Simply email a picture of the jewellery to us at info@diamondrocks.co.uk and we will contact you to discuss further.
We also offer a bespoke design service from which any jewellery ideas you have can be made into actual items. |
| Do the Prices Include VAT? |
Yes. All prices shown on Diamond Rocks includes VAT at 17.5% plus Free Insured UK delivery. |
| Do You Provide Insurance Valuations? |
Jewellery valuations are provided free of charge with our Diamond Engagement Rings. Valuations for any other jewellery costing over £1000 is provided free of charge upon request. For any items under £1000, there may be a small charge. |
| How Do I Return Jewellery? |
Please review our Guarantee for full details of the items that can be returned. We recommend that you return your goods by hand or via Royal Mail Special Delivery to ensure the items are insured in transit. Please make sure that you obtain proof of postage. We are not liable for any postage costs of returned items. |
| How is the Jewellery Delivered? |
Items are sent free of charge by Diamond Rocks using the Royal Mail Special Delivery Next Day service. This service requires a signature to confirm receipt so please ensure that somebody is available to sign for the package.
Alternatively, if you would like to collect in person or if you require a more discreet service, you can visit us in Hatton Garden. |
| How Long Does a Bespoke Ring Take to Deliver? |
It usually takes 7-10 working days. Please remember that this is a bespoke service and the ring is being made especially for you or your loved one. |
| I Don't Know the Ring Size - What Should I Do? |
Don't worry, there are a few easy options. Go to the webpage for full help. |
| If I Need Some Advice, Who Can I Contact? |
If you need help with choosing the right Diamond Engagement Ring, please feel free to Contact Us at anytime during the decision process for advice. Our experts have been in the jewellery industry for 25 years so can help you with anything from deciding the best items to fit in your budget or the most up to date trends. |
| Is it Safe to Use My Card On the Internet? |
Barclaycard Merchant Services are used for our payment transactions which are collected through a secure server. Security is provided by Sage Pay who are market leaders in secure services.
If you would prefer to pay by credit or debit card over the phone, please call 0800 977 4855 or you can send an email to info@diamondrocks.co.uk listing exactly what you would like to purchase and we will contact you as soon as possible to process your order. You can also pay by visiting us in person in Hatton Garden. |
| Is the Jewellery Hallmarked? |
Yes. All our jewellery is hallmarked at one of the UK's Government Regulated Assay offices. UK Hallmarks are a sign of quality around the world. |
| Should I Insure My Jewellery? |
Yes! Diamond Rocks strongly recommends that you insure your jewellery as soon as you receive it. Our diamond setters have many years of experience and setting is done to the highest possible stanadards. Any loss of diamonds will not fall under any guarantee from Diamond Rocks. |
| What Guarantee Do You Offer? |
Please review our Guarantee for full details. |
| What if I Need to Cancel My Order? |
If the item has already been sent, you are still entitled to return under the terms set in our Guarantee section.
We recommend that you return your goods by hand or via Royal Mail Special Delivery to ensure the items are insured in transit. Please make sure that you obtain proof of postage and that the items are returned as first sent, with gift packaging and tags. Jewellery must not have been worn. Your statutory rights are not affected. |
| What if I've Change My Mind About a Bespoke Ring? |
We understand that when you want to surprise your loved one with an engagement ring, there can be potential issues that you didn't plan for or are out of your control. For example, the ring size can be incorrect, your loved one would like another style of ring or in the worst case the proposal is not accepted. In these situations, Diamond Rocks will allow you to replace (or free resize) the engagement ring for another piece of jewellery of an equivalent value. |
| What is Your Policy on Conflict Diamonds? |
Conflict Diamonds The diamonds featured online have been purchased from legitimate sources not involved in funding conflict in compliance with United Nations Resolutions. The seller wishes to sell these diamonds online and hereby guarantees that these diamonds are conflict free, based on personal knowledge and/or written guarantees provided by the supplier of these diamonds. |
| What Methods of Payment Do You Accept? |
We accept payment by any of the following methods:
Visa, Mastercard & American Express
Switch, Solo & Electron
Personal Cheque
Bank Draft
Building Society Cheque
Cash (by visting us in person only)
BACS Transfer
CHAPS Transfer |
| When Will I Receive a Response to my Email Query? |
We aim to respond to email queries within 1 business day. |
| When Will My Credit Card be Charged? |
Your credit card details are collected online when you make the purchase but is will only be charged when the goods are ready to be despatched. If you would like further clarification on this, please contact us. |
| Will Incorrect Prices be Honoured? |
Sorry, no. We display prices of thousands of loose stones and hundreds of items of ready made jewellery so occasionally prices may be subject to data entry errors.
We make great efforts to ensure that our pricing is accurate, however we reserve the right to correct pricing errors and we will not honour incorrect prices. Prices are also subject to change without notice. |
| Will My Jewellery be Sent Fully Insured? |
Yes. Items are sent free of charge by Diamond Rocks using the Royal Mail Special Delivery Next Day service which is fully insured by us with no additional charge (UK mainland only).
Please note that this service requires a signature to confirm receipt so please ensure that somebody is available to sign for the package. |
| Will You Ship Outside the UK? |
We deliver outside the UK using our preferred courier and the service is fully insured. Please call or email prices.
Please note that we will not accept orders from the following countries due to an increase of fraud: Indonesia, Ukraine, Yugoslavia, Lithuania, Egypt, Romania, Bulgaria, Turkey, Morocco, Vietnam, Russia, Pakistan, Malaysia, Nigeria, Israel, Iran, Cameroon, Gambia and Ghana. |
