Delivery

The terms and conditions of our delivery service.

We always aim to send items out in the way I would like to receive them. Our goal is for your pieces to be delivered as quickly, safely and sustainably as possible.

The terms and conditions which apply to all deliveries from and to Diamond Fine Jewellery are outlined below.

​Time Frame 

We are a small business and arrange all deliveries personally. I will send out items between 1-5 working days, unless we have stated that we are away from the business for a number of days. I will make this clear on the homepage. If you are unsure please get in touch directly as we are always contactable even if I am away from the office. If you are in a hurry for an item, please let us know, at no extra charge we will happily get it out to you ASAP!

​Service

All the services I use are tracked, insured and require a signature.  This is the service standard we use to protect my clients from disappointment and to protect our business. We require services of equal quality and reliability, as well as one that offers full insurance and tracking for all returns. This is to protect the client as I will not issue refunds for items unsuccessfully delivered back to myself, the client will have to make a claim.  If you live at an address where it is possible for someone you don't trust to sign for your parcel, then please select the courier delivery option and write me a note to say you would like me to use DHL Express, as they require a direct signature. Unfortunately, we cannot accept responsibility for items that have been successfully delivered to your address.

​​Lost or Damaged Items

If your item has not shown up after more than 3 weeks for the standard tracked and signed and more than 2 weeks for DHL Express or DPD/Royal Mail, from the date the item was sent, please contact us so I can arrange an enquiry for more information into the whereabouts of the item. It is likely that it has experienced some delays to the usual service, however, that it is still on the way to you. As each case is different, I will then work with you to gain updates and resolve the issue. In the event of damage to the parcel, packaging, or the item, please take as much photographic evidence as possible and contact me immediately with all the information available. Please don't accept items that look like they have been tampered with, instead find out the company policy and contact me directly.  In the unfortunate event that one of these situations occurs we will ensure that you are left satisfied with the outcome.

Returns 

Contact us directly first so we can arrange the return and so I know to expect the item in the post. It must be sent back to me using a fully insured and tracked delivery method and I will require the tracking number and proof of delivery.  I do not cover the cost of postage for the return and the postage cost of the original delivery will be deducted from the return price, even if the shipping was included or actual shipping cost was higher than the shipping price you paid. It is important to me that all returns are sent back to me as soon as possible.  I require the return sent date to be within 14 days of the day you received the item, day one being the day you received it, with a proof of postage.  It must be packaged safely and securely. I will not cover the costs of damaged items. I ask that the jewellery box and internal packaging your item was sent out in, to be returned with the piece or a fee may be deducted from the return price. If the item is not received directly by us, I will not issue the refund. This is why we insist that an insured and tracked postage method, with a direct signature required, is always used and you can make a claim for the value of the item if lost in the post or stolen before received directly by ourselves. Please refer to our returns policy for full details.

Customs Charges

Please note that for some deliveries outside of the EU, customs fees may apply. The charge must be paid by the purchaser. This is also applied for the return of goods. To avoid a customs charge on a returned item, please indicate clearly that it is a return. If I receive a charge on a returned item, I will deduct it from the refund total.  Please note, it is your responsibility to inform yourself of your country's customs procedure.