Frequently Asked Questions
DIAMONDS & JEWELLERY
Can I see the diamonds or jewellery before I buy it?
Yes, if the jewellery is in stock please call us to arrange a viewing. Visits are strictly by appointment only. Please note that although we have an extensive stock of diamonds that you can see in person, some of the diamonds are located in our offices in USA, Belgium, India, and Israel and are shipped to the UK only when purchased.
How long does a bespoke ring take to make?
Most bespoke pieces take approximately 3–4 weeks from final design approval, although particularly intricate designs can take longer. If you need your jewellery for a specific date, please tell us at the beginning of the process and we'll confirm the available timescale.
What if I 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, we will allow you to replace (or resize free of charge) the engagement ring for another piece of jewellery of an equivalent value.
Do you sell pre-owned jewellery?
Yes. We sell pre-owned jewellery on the website. We also have a larger selection in our offices.
Can you make jewellery that I’ve seen elsewhere?
Yes we can. Any design or style of jewellery you have seen on the high street or another website can be made by us, usually at a lower cost due to owning our own jewellery workshops. Simply email a picture of the jewellery to us at [email protected] and we will contact you to discuss further the details about your specific jewellery piece.
Are your diamonds independently certified?
Yes. Natural and lab-grown engagement rings come with certificates from established global certification labs such as GIA, IGI or HRD.
Do you sell natural and lab-grown diamonds?
Yes. Diamond Rocks offers both natural and lab-grown diamonds. We can help you compare the two options based on your budget, preferences and the type of jewellery you are looking for. Where applicable, certified diamonds are accompanied by grading reports from recognised independent laboratories such as GIA or IGI.
Can you make jewellery if there is something I like that is not on your website?
Yes. We can make any setting you like. All you have to do is simply send us an image, photo, or drawing by email to [email protected] or bring it with you when you make an appointment. We will provide you with a quote before commencing any work. We can even make a ring that you have designed yourself.
I can see "Diamond Rocks" engraved inside the rings online. Is this on the actual rings?
No. This is on the images only to protect our images and identity.
Do you provide insurance valuations?
Jewellery valuations are provided free of charge with our diamond engagement rings and any other jewellery costing over £1000. For any items under £1000 it must be requested and there may be a small charge.
Should I insure my jewellery?
We strongly recommend insuring your jewellery against accidental damage, loss and theft. Our lifetime warranty covers manufacturing and workmanship defects but does not cover normal wear and tear, accidental damage, loss or theft. We recommend obtaining a quote from experienced jewellery insurance specialists, Assetsure or TH March.
What if I don't know my partner's ring size?
Please contact us if you need any further help and we can guide you through some other ideas. We can also send you a free ring sizer in the post. The first resize of a ring purchased from us will be free of charge (not applicable to full eternity rings).
How long does a resize take?
Resizing takes approximately 10 working days from the day we have received your item but can be done faster on request.
I want to buy an engagement ring but 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 any time during the decision process for advice. Our experts have been in the jewellery industry for over 30 years so we can help you decide on a budget or help select the perfect piece of jewellery for any occasion.
Does Diamond Rocks jewellery come with a warranty?
Yes. Diamond Rocks jewellery comes with a lifetime warranty against defects in manufacturing and workmanship. If you experience a problem with your jewellery, our experienced craftsmen will inspect it and, where the issue is covered by our warranty, we will repair or replace it free of charge. Normal wear and tear, accidental damage and alterations carried out by third parties are not covered. Please see our Warranty page for full details.
Is your jewellery hallmarked?
Yes. Our jewellery is hallmarked by an official UK Assay Office where required. A UK hallmark independently verifies the precious metal and its fineness, giving you additional reassurance about the jewellery you are buying.
What is your policy on conflict diamonds?
Diamond Rocks is committed to sourcing diamonds from legitimate suppliers and supporting the Kimberley Process Certification Scheme, which regulates the international trade in rough diamonds to prevent conflict diamonds from entering the legitimate supply chain. We require our suppliers to provide appropriate assurances that the diamonds they supply are conflict-free and have been sourced in accordance with applicable industry standards and United Nations resolutions.
PRICING
Do the prices include VAT?
Yes. All prices shown on Diamond Rocks include VAT at 20%. There are no hidden extra costs.
Do you offer a price match?
Yes. If you find the same certified diamond available from another eligible UK retailer at a lower price, please contact us and we'll do our best to match or beat it. For certified diamonds, the certificate number must be identical and the diamond must be available for purchase. Terms and conditions apply.
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.
PAYMENT
What methods of payment do you accept?
- American Express, Visa & MasterCard.
- Finance Applications via Klarna
- Cash (by visiting us in person only and subject to HMRC defined limits)
- Bank Transfer
- PayPal
Can I purchase goods using finance?
Yes. We are very happy to offer a variety of finance options to our customers with plans ranging from 6, 12, 24 & 36 month repayment plans. Applying for credit is fast and simple. On the final stage of the checkout process, select the Finance option and then you will be asked to complete the credit agreement. Sign it online and you will get a decision normally within one hour. When accepted, pay a deposit and that's it. Check our Finance page for more information.
Can I pay over the phone?
Yes. You can pay by calling us on 0800 977 4855.
Is it safe to use my card on the internet?
Yes. Payments made through the Diamond Rocks website are processed securely using our authorised payment provider. Diamond Rocks does not store your full card details.
DELIVERY
How much do you charge for shipping in the UK?
All our jewellery is sent fully insured and free of charge in the UK.
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.
Can you ship to a P.O. Box?
Unfortunately for security reasons we are unable to ship to a P.O. Box as a signature is required for the delivery.
Do you deliver internationally?
Yes, we can arrange fully insured international delivery to many destinations. Availability, delivery costs and any customs or import charges depend on the destination. Please contact us before ordering and we'll confirm whether delivery is available to your country.
Can I collect my order?
Yes. Please call us on 0800 977 4855 or email us on [email protected] to make an appointment.
RETURNS & REFUNDS
How does the 30-day refund guarantee work?
Eligible purchases from Diamond Rocks can be returned for a refund or exchange within 30 days of receipt, provided they are unworn, in their original condition and returned with all accompanying paperwork. Bespoke, personalised and Design Your Own jewellery may be subject to different return or exchange conditions. Earrings are excluded from our standard returns policy for hygiene reasons. Please see our Refund Policy for full details. Your statutory rights are unaffected.
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.
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 remain intact while 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.
