FAQs

We want to provide you with a shopping experience like no other and help you to make the right choice. Here is a list of our most Frequently Asked Questions. If you are unable to find the answer to your question please contact us, we are here to help. 

Company

How long have you been in the jewellery business for?

 

Diamond Boutique is a small family-run business established in 2009 on eBay. Over the last few years, the company has grown and our website www.diamond-boutique.co.uk was launched in 2012. You can also find Diamond Boutique on Amazon Pages and Etsy.

What is Diamond Boutique's primary business?

 

We specialise in fine coloured gemstone and diamond jewellery. We are very passionate about gemstones and fancy coloured diamonds so if you are looking for something special, you have come to the right place.

Do you have a retail store where I can view the item I am interested in?

 

We are an online business and therefore do not have a store dedicated to our fine jewellery. For our more exclusive jewellery, we can organise private viewings by appointment only.

What are your opening hours?

 

We are open on weekdays only, from 9am to 5.30pm. 

How quickly do you respond to emails?

 

During opening hours, we will usually respond to all emails within one hour.

Are you a member of any trade associations?

 

We are a member of the National Association of Jewellers and GIA Retailer programme.

Orders and Payments

Are all of the prices in Great British Pounds (GBP)?

 

Yes, all of our prices are in Great British Pounds (GBP) unless otherwise stated.

What type of payment methods do you accept?

 

We accept all major debit and credit cards including Visa, Mastercard and American Express as well as PayPal. We can also accept a bank transfer.

Do you accept American Express?

 

Yes, we do accept American Express.

Do you charge to use credit cards?

 

No there is no charge to the customer for the use of credit cards, including American Express.

Do you store credit card details?

 

No, we do not store or temporarily hold any credit card details.

Can I order an item over the telephone?

 

Yes, you can. Please call us on 0203 6959 885 to discuss your order.

Are there any hidden charges?

 

There are no hidden charges. The price you see is the final amount for the item. If your item does not qualify for free delivery then a fee will be applied to the item at checkout. Please see our delivery policy for more details.

Are the prices inclusive of VAT?

 

Yes all prices on the website are including VAT at the current rate which is 20%. If your purchase is to be dispatched outside of the EU, you will be entitled to the discount equivalent to the VAT amount.

Do you offer financing?

 

Unfortunately, we are unable to offer financing at this time.

Will I be kept up-to-date with the status of my purchase?

 

Yes, we provide regular email updates, usually on a weekly basis.

Delivery

Do you offer worldwide delivery?

 

Yes, we offer worldwide delivery using FedEx Priority. This is an express service, which usually takes between 3-5 days depending on the country of destination.

Do you charge for delivery?

 

Delivery within the UK is free-of-charge. All orders over £500 qualify for free worldwide delivery. Worldwide orders below £500 will incur a £40 delivery charge.

How do you send out orders?

 

We use Royal Mail Special Delivery within the UK – a next day service guaranteed by 1pm. Outside of the UK, we use FedEx Priority, an express service which usually takes between 3-5 days depending on the country of destination.

Will my item be insured while it is in transit?

 

All parcels are fully insured for the total value of the item.

What happens if the item is lost in the post?

 

Don’t panic – all parcels are insured so we will replace your item or refund your money (whichever you prefer) once the claim has been settled.

Will you deliver the item to an address other than the one on record?

 

Yes, we can deliver to another address other than the one you have registered. Please specify the delivery address at the time of purchase. We may, however, ask for identification to prevent fraudulent transactions from taking place.

Do you offer Saturday delivery?

 

We do offer Saturday delivery. There is an additional charge of £15 for this service.

It has been more than five days, and my item has not arrived. What should I do?

 

Please ensure that you have checked the status of the parcel using the tracking reference number that was supplied to you when the item was dispatched.

 

Royal Mail Tracker: https://www.royalmail.com/track-your-item

FedEx Tracker: https://www.fedex.com/apps/fedextrack/

 

If you are still experiencing issues please get in touch with our team by email or telephone.

Do you deliver to BFPO addresses?

 

Yes, we can deliver to a BFPO address.

Returns

Can I return an item if I am not happy with it? What is your refund policy?

 

Of course, we offer a 60-day risk-free return policy. If for whatever reason you don’t like the item you can return it for a full refund, no questions asked. The 60 day return period begins from the day you receive the item.

How do I return an item?

 

It’s very simple - all you have to do is let us know as soon as possible and we will provide instructions on how to return the item to us. Usually, the item should be sent back to us as received, in a saleable condition i.e. unworn and without damage to the item. We reserve the right to reject refund claims where we believe the item is not returned in a saleable condition.

How do you send out orders?

 

We use Royal Mail Special Delivery within the UK – a next day service guaranteed by 1pm. Outside of the UK, we use FedEx Priority, an express service which usually takes between 3-5 days depending on the country of destination.

How will I be refunded?

 

Refunds will be issued in full for the original item price you paid. Refunds will be processed promptly (typically within 7 working days) via the same payment method you used to make the purchase.

Can I return my item in person?

 

Unfortunately, the answer is no. Please do not attempt to return the item in person; this will only slow the process down.

Credit Notes

When will a credit note be issued?

 

Diamond Boutique Credit Notes are issued online in the event there are no suitable items for exchange upon meeting exchange conditions. The amounts shown on the Diamond Boutique Credit Note and are in Great British Pounds (GBP) and can be redeemed in GBP only. Diamond Boutique Credit Notes are not redeemable for cash and are non-refundable. 

How can I redeem my credit note?

 

The Credit Note receiver may use their credit note to make purchases of goods and or services sold by Diamond Boutique. The Credit Note is not redeemable against promotional items. If upon redeeming your Diamond Boutique credit, the value of the Credit Note exceeds the amount payable, the monetary difference will be issued in the form of a Diamond Boutique Credit Note to be used within 12 months. If you decide after redeeming your Credit Note to return your goods, Diamond Boutique will issue you with a Credit Note.

What happens if my credit note expires?

 

All Diamond Boutique Credit Notes are valid for 12 months from the purchase date. After a Credit Note has expired, it is no longer valid. It is the responsibility of the Credit Note receiver to ensure the credit is redeemed before the expiry date. 

I've lost my credit note?

 

The receiver of the Diamond Boutique Credit Note is responsible and liable for the safety and use of the Credit Note. Diamond Boutique will not be held responsible for lost or stolen Credit Notes. 

Products

Can you help me design a custom piece of jewellery?

 

Yes, we can design and commission custom jewellery. This service is known as the ‘Art of Possible’. More details can be found here

Can you create a sample of the ring?

 

For items (excluding bespoke), we can make you a sample using 925 silver and AAA cubic zirconia for a fee of £97. Please note that samples are intended to provide you with a close representation of the piece and may not be 100% identical to the final item. 

Are all your items in stock?

 

We generally try and stock all ring sizes from K-P (women’s) and R-V (men’s) – however, it may not be possible to stock exactly the item you require. For stock enquiries, please contact us via e-mail or on 0203 6959 885.

What if my ring size or an item I want isn’t available?

 

If a piece you desire is unavailable, please get in touch with us and we can create it especially for you. It will usually take us 20 working days to make, hallmark and deliver a piece.

Can I cancel a pre-order item if it was bought on the assumption it would be received it in a couple of days?

 

Yes, you can cancel the order. You are under no obligation to go through with the order if you change your mind.

Does the item come with a warranty?

 

All our items come with a 5-year warranty which is valid from the date the item is received. If your purchase develops a fault or defect within 5 years of purchase, we will fix the item or replace it with a brand new product free-of-charge.

Do you sell semi-mounts without the centre stone?

 

Yes, we can make semi-mounts for you.

What varieties of metals do you work with?

 

We usually work with 9 and 18ct varieties of gold, including white, yellow and rose. Upon request, we can  also work with 14ct gold, palladium 950 and platinum 950. 

I like a piece of jewellery on your site but would you make a small change for me?

 

As we design and manufacture all of our own products, we can make small changes to the design for you at no extra charge.

Are all of your white gold rings rhodium plated?

 

Yes, all of our white gold rings are plated with rhodium.

Is the item sent in discreet packaging?

 

The item is sent in an unmarked Jiffy bag. If you have purchased the item as a surprise please let a member of our team know and we will ensure that there is no reference to Diamond Boutique on the packaging.

What if my ring size isn’t available?

 

If you require a size that is unavailable, please get in touch with us and we can create it especially for you.

Can you send me additional photos of the item?

 

Yes, we can send you additional photos of the item you are interested in, just ask a member of our team.

Do you offer ring sizing?

 

The first ring sizing is free of charge within 60 days of purchase, after which there is a flat fee of £50.

Can you match the price of a similar item I have found more cheaply elsewhere?

 

If you have found a similar item cheaper elsewhere, please get in touch with us and we will consider matching the price on a case-by-case basis. It is important to note that Diamond Boutique jewellery uses stones and metals which may be of higher quality than those found at other retailers. Coloured stones and diamonds come in a bewildering variety of qualities, all of which would have an influence on the price.

Do you offer an engraving service?

 

We offer a free laser engraving service on all purchases. The fonts available are Arial, Times New Roman and Palace Script. After an item is engraved the piece is considered bespoke. Bespoke items are non-returnable.

Do you offer a rhodium plating/ polishing service?

 

We offer a rhodium plating/ polishing service for a flat fee of £40. 

Do you offer a jewellery cleaning service?

 

Yes, we do offer a jewellery cleaning service. The price will vary depending on the type of cleaning required. Please contact a member of our team for more information.

How do I care for my jewellery?

 

To keep your jewellery looking like new, periodic care will be required to maintain its lustre. The easiest and best way to clean your jewellery is to use a soft brush, mild PH neutral soap and warm water. Once you have gently brushed your jewellery, rinse thoroughly with clean warm water, then wipe and buff your jewellery with a soft microfibre cloth.

How should I store my jewellery?

 

Diamonds being the hardest stone in the world can scratch other gemstones and jewellery metals. For this reason, we recommend that you store your jewellery in individual soft cloth pouches or in its protective Diamond Boutique box when it is not being worn. The regular use of a soft jewellery polishing cloth will help to maintain your jewellery's natural sparkle.

Diamonds

Are your diamonds genuine?

 

All our diamonds are genuine diamonds. As a matter of principle, we only deal with reputable ethical suppliers who are well regarded within the diamond industry. Each and every diamond is checked in-house by GIA qualified diamond graders.

Where do your diamonds come from?

 

We purchase our diamonds from around the world. We only deal with cut and polished stones, which primarily come from India (Surat), Belgium (Antwerp) and Hong Kong.

What is your policy on conflict diamonds?

 

We do not buy diamonds from countries that are known for blood diamonds, also known as conflict diamonds. The main countries include Angola, Sierra Leone, Democratic Republic of Congo, The Republic of Congo and Zimbabwe.


We do not purchase loose diamonds from our suppliers without first receiving a written statement which confirms the origins of the diamonds.

What is the Kimberley Process?

 

The Kimberley Process (KP) is a joint government, industry and civil society initiative to stem the flow of conflict diamonds – rough (uncut) diamonds used by rebel movements to finance wars against legitimate governments. The Kimberley Process applies to the sale of rough diamonds only.

Do you sell loose diamonds?

 

Yes, we do sell loose stones. If you are searching for a particular stone please let us know and we will try our best to find it for you. Approximately 99.95% of the time we should be able to find what you are looking for.

Do you sell GIA certified diamonds?

 

We only deal with GIA certified stones which will come with a GIA certificate. The GIA is a world-class organisation that has built up an enviable reputation in diamond grading.

I am looking for a particular diamond - can you help?

 

We have access to thousands of diamonds. Whether you are looking for a class round brilliant solitaire or a fancy shape, such as pear, marquise, heart or cushion, get in contact and we will do our best to source it for you.

Do you sell fancy colour diamonds?

 

We don’t sell fancy colour diamonds through our website: however, we can source them for you.

What are synthetic and simulated diamonds?

 

A synthetic diamond is a lab-created diamond which has the same material properties as a natural diamond whereas a simulant diamond is something that looks like a diamond but with some material differences. The most common type of simulant is Cubic Zirconia: it looks just like a diamond, and only a trained gemologist would be able to tell the difference.

Gemstones

Are your gemstones natural?

 

All of the coloured stones we use are 100% natural.

Are your gemstones treated?

 

The only treatment we accept as a company is heat treatment. Coloured stones are commonly heat treated to bring out the intense colour of the stone. For example, many sapphire stones are treated in this way.

Do you sell loose gemstones?

 

Yes, we do sell loose gemstones and we have many stones in stock which are not featured on the website. If you are searching for a particular stone please let us know and we will try our best to find it for you. 99.95% of the time we should be able to find what you are looking for.

Where are your gemstone sourced from?

 

We source our gemstones from around the world. Our rubies and spinels come from Burma, Thailand and Mozambique. Our sapphires come from Thailand, Sri Lanka and Madagascar. Our emeralds come from Zambia and so forth. We only buy stones from ethical sources. If you have questions about any of our stones please contact a member of our team.

I am looking for a particular stone which is not on your website, can you source it for me?

 

We regularly travel around the world in search of rare and unique gemstones. If you have a requirement for a certain type of stone, please let us know and we will do our best to find it for you.

Do you sell certified gemstones?

 

We sell rubies and blue sapphires which have been independently graded by GemResearch Swisslab.

Certification and Reports

Does your jewellery come with any authenticity reports?

 

All our items are supplied with the Diamond Boutique Authenticity Report. This is a report which confirms the authenticity of the item and it can also be used for insurance purposes. We also provide Gemological Institute of America (GIA) reports with all of our diamond engagement rings and loose stones. A selection of our coloured stone jewellery also come with a report from GemResearch SwissLab (GRS).

Are your gemstones treated?

 

The only treatment we accept as a company is heat treatment. Coloured stones are commonly heat treated to bring out the intense colour of the stone. For example, many sapphire stones are treated in this way.

What is the Diamond Boutique Authenticity Report?

 

The Diamond Boutique Authenticity Report is a report which confirms the authenticity of the item you have purchased. This report also includes the appraisal value of the item(s) purchased, and therefore can be used for insurance purposes. 

I have lost my Authenticity Report; can I still get a refund?

 

If the Diamond Boutique Authenticity Report is not returned to us, we will charge a replacement fee of £25. The fee of £25 will be deducted from the total amount before processing the refund.


If the GIA certificate is lost we will charge you a replacement fee of £150. This is because we will either have to request a replacement card or send the stone off to America to get graded again. It is therefore very important that all reports are looked after with great care.

Hallmarking

Are all of your items hallmarked?

 

All of our items are hallmarked in accordance with UK law. It is natural for a laser hallmark to fade over time. If the hallmark on your jewellery fades, we can arrange for a new hallmark to be applied for a fee of £25.


Where do you get your items hallmarked?

 

We use the London Assay Office for our hallmarking services.

What is Platinum 950?

 

Platinum 950 is a term that denotes the purity of the metal. For example, the 950 in Platinum 950 confirms that 95% pure platinum has been used with a 5% mix of alloys.

What do the hallmarks 750 and 325 mean?

 

The hallmark 750 means that the item is 18 carat gold and 375 means that it is 9 carat gold. If you see 916 or 585 then the gold is 22 or 14 carat respectively.

How long does it take?

 

The standard hallmarking service typically takes around 5 working days. We can use priority services (1 hour, Same Day and Early Hall) however an additional charge may apply.

Can I see the process of hallmarking taking place?

 

We can arrange tours in certain circumstances. Please contact a member of our team if you are interested.

Silver Sample Service

What is the silver sample service?

 

The silver sample service is a chance for you to try the ring before you buy it. With a flat fee of £97, we will create a silver sample of any ring you are interested in, using high quality sterling silver and AAA Cubic Zirconia stones.


How does the silver sample service work?

 

Simply choose the ring, metal and size you would like to purchase and click on the "OR ADD £97 SILVER SAMPLE" button on the product page. This will take you straight to your shopping bag, all ready for checkout.

Which products can I order a silver sample for?

 

You can order a silver sample for any engagement, gemstone and wedding ring. Just click on the "OR ADD £97 SILVER SAMPLE" button on the product page. If you are having issues ordering a silver sample please contact us on sales@diamond-boutique.co.uk and we will assist you further.

Can I return the silver sample if I don't like it?

 

Yes, if for any reason you are unhappy with your silver sample you may return the ring to us for a full refund. Please note that silver sample rings must be returned within 60 days of purchase for a full refund.

How do you imitate coloured gemstones on a silver sample?

 

If your chosen ring design features precious coloured stones we will imitate the size, cut and colour using AAA Cubic Zirconia stones. Please note, while we will try our best to imitate the coloured gemstones there are chances of minor differences to actual stones.

If I order a silver sample, do I have to order the real product?

 

No, there is no commitment required. If you are unhappy with the silver sample or no longer want to go ahead with the purchase, simply send the silver sample back to us for a full refund.

Can I resize a silver sample?

 

Yes we can resize a silver sample, this is subject to flat fee of £50.

Why is there no hallmark on my silver sample?

 

Silver articles that weigh 7.78 grams or under are exempt from hallmarking under the Hallmarking Act 1973. If you are still concerned please contact us on sales@diamond-boutique.co.uk and we will assist you further.

Can I engrave my silver sample?

 

Yes, we offer a free laser engraving service on all purchases. The fonts available are Ariel, Times New Roman and Palace Script. Please note that after an item is engraved, it is considered bespoke. Bespoke items are non-returnable.

Does the 5-year warranty apply to silver samples?

 

Yes, the 5-year warranty does apply to silver samples. The warranty commences from the date the item is received.

Will the silver sample be identical to the actual product?

 

Please note that samples are intended to provide you with a close representation of the piece and may not be 100% identical to the final item.