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?
It usually takes 15 working days but this can vary according to the design. Please remember that this is a bespoke service and the ring is being made especially for you or your loved one.
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, 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 second hand diamonds?
None of the stones we sell are second hand diamonds.
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.
Why is there a price difference between these diamonds of the same specification?
This is because we source our diamonds from all over the world and some diamond dealers are price their goods differently to others. The specification on the certificate will mean the diamonds will be identical but they are just priced according to what the dealer wants to charge. Yes, it’s confusing!
Are your diamonds natural or synthetic?
All the diamonds sold by Diamond Rocks are 100% natural stones.
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.
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?
Yes! We strongly recommend 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 standards. Any loss of diamonds will not fall under any guarantee from Diamond Rocks. Your home and contents insurance may not cover you for the loss, damage, or theft of a single valuable item of jewellery so separate coverage advised. We recommend obtaining a quote from experienced jewellery insurance specialists, Assetsure or TH March.
I don't know the ring size - what should I do?
You can use our Ring Size Chart which will give you a good indication of 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.
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.
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.
What is your policy on conflict diamonds?
All the diamonds that we buy are traded under the Kimberly Process and are conflict free. We do not buy from any source that cannot verify the rough diamond has been cut by a participant of the Kimberly Process. All diamonds have been purchased from legitimate sources not involved in funding conflict in compliance with United Nations Resolutions.
Do the prices include VAT?
Yes. All prices shown on Diamond Rocks include VAT at 20%. There are no hidden extra costs.
Can You Price Match as I’ve Seen the Ring Cheaper Elsewhere?
We would be happy to price match any other retailer as long as the other item is exactly the same specification. There may be very unusual circumstances where this may not be possible. Please contact us for more details on [email protected].
Diamond Rocks guarantees that diamond rings certified by GIA, IGI or HRD will be cheaper on www.diamondrocks.co.uk than other UK-based internet or high street jeweller. We offer the internet’s lowest prices on engagement rings and all other diamond jewellery. The following conditions apply:
- The diamond must match the exact certificate number being offered by another seller.
- The diamond must be available with the other seller.
- The Price Match can apply to the diamond in the ring or as a loose certified diamond.
- The Price Match only applies if paying by debit card or credit card.
- Paying with the 0% interest free credit payment option does not apply for the Price Match.
Before you make your purchase, simply email a link to the product page from the website where you have seen the item (clearly displaying the price) and one of our specialists will be in touch very soon. Send the email to [email protected].
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 click on the following link or contact us for details on how you can claim your VAT.
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.
What methods of payment do you accept?
- American Express, Visa, MasterCard, Switch, Solo & Electron
- Finance Applications via Klarna
- Cash (by visiting us in person only and subject to HMRC defined limits)
- Bank Transfer
- LMG Card (we reserve the right to not accept the LMG Card for certain products)
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?
Barclaycard Merchant Services are used for our payment transactions which are collected through a secure server. Security is provided by Sage Pay which is one of the 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 [email protected] 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 at our Hatton Garden location.
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.
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 us for a price quote. 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.
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?
Purchases with Diamond Rocks are entitled to a 30 day money back guarantee. This begins from the day you receive your item after which you can exchange or refund should your item if it’s not suitable. The jewellery must be returned in ‘as new’ condition with all paperwork. Earrings are exempt from this policy due to health and hygiene reasons.
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.