FAQs
For more than three generations we have been designing and manufacturing jewellery. Our UK e-commerce operation first began in 2003 and with offices, showrooms and stores in London, Manchester, New York, Paris and Frankfurt, we have grown to be one of the most trusted jewelers worldwide.
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We combine superb value with excellent quality, and cut out the middleman, to deliver you prices that are lower than on the high street. We have our own team of skilled craftsmen and master jewellers who create each piece especially for you. We are renowned globally for providing customisable, affordable and high-quality diamonds and diamond jewellery
Don't confuse superb value with poor quality. We use a skilled group of craftsmen and master jewellers that are very experienced. We are renowned globally for providing personalised, affordable and high-quality diamonds and diamond jewellery, supplying various high street and chain stores.
3 key reasons we have the lowest prices:
- We are a diamond manufacturer.
- We do not deal with the middleman.
- We run an incredibly efficient company so overheads are optimised.
Note:
We guarantee that our prices are the cheapest in the UK.
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Our diamonds are ethically sourced and are purchased from recognised diamond trading centres around the world.
Diamond trading centres are located in:
- Antwerp
- Beijing
- Johannesburg
- Mumbai
- New York
- Tel Aviv
Each of the trading centres mentioned are committed to trading ethical diamonds, in line with various global institutions and the Kimberley Process Certification Scheme.
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We are based in Hatton Garden, London, which is famous for being London’s jewellery quarter and the centre of the diamond trade.
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One of the main reasons we can offer such superb value across our collection of diamond jewellery is because our supply chain is very efficient and has a minimal number of layers. Unlike most high street stores, we are a diamond manufacturer therefore we cut out the middleman to deliver quality products at a lower price.
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Delivering first-class customer service is important to us. We offer a 30 day returns policy, meaning that should for any reason you be unhappy with your purchase you can return it to us for a full refund with no questions asked.
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We engrave many pieces of jewellery each year and the chances are that your ring will also be suitable for engraving.
Important things to note about engraving
There are a number of very important things you should note about engraving:
- There is a character limit on most rings
- Engraving will add 3 to 4 days onto the delivery time of your ring
- Engraving a ring means refunds are not possible
- Resizing a ring is not possible after engraving
If you wish to engrave your ring we strongly advise that you take the correct measurements, using our ring size guide, and that you take your time when choosing the perfect design
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The easiest way to find your ring size is by following our ring size guide.
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Free Valuation Report
Delivering excellent customer service is important to us, which is why we are happy to provide a free Valuation Report, for insurance purposes, with every purchase.
Your free Valuation Report will contain all of the product details and diamond specifications such as diamond clarity, diamond colour and the precious metal used. This report is a useful document for proving your product’s authenticity and for the purpose of insuring your piece of jewellery.
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Men’s rings are in fact the same price as women’s rings weight for weight. As the style of men's rings tend to be much larger this means that they require more gold, platinum, or in the case of diamonds - more diamonds, which results in a higher price that is relative to the amount of materials used.
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We know that not everyone knows their ring size, which is why we have created a ring size guide that will help you determine the perfect fit.
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Your order will be delivered via FedEx. This method of delivery is fully insured against losses, damages and theft, right up to the point where you sign for them.
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If you are hoping for an earlier delivery time please discuss this with our customer care team.
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We will email you on the day your order is dispatched and provide advice regarding your expected date of delivery, the parcel delivery company being used and the track and trace details of the delivery company.
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In order to process your request for delivery to an alternative address, other than your billing address, we need to follow certain security procedures. These procedures protect you and us. We therefore require certain documents from you before rerouting orders. Please get in touch with our customer care team on +1-888-888-3959 where they will be able to provide you with assistance.
We use the leading trusted global delivery companies, so we are confident that you order will be safe. However, for further peace of mind, we insure in the event of loss, damage and/or theft during shipment.
If you are returning an item of jewellery it is your responsibility to insure the item during transit. Most delivery companies will be happy to provide a quote for next day, guaranteed delivery, and they will simply ask you how much the parcel is worth and what insurance value you require. Please note that we do not accept responsibility for losses occurred during transit for any items that are being returned to us.
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Your order will be packaged in a plain and discreet manner, in accordance with our secure packaging in transit policy.
Discreet on the outside, elegant on the inside
In accordance with our secure packaging in transit policy, our external packaging makes no reference to our brand name, diamonds, gold or jewellery, to ensure that the valuable contents are not advertised. Don’t worry though, the packaging on the inside is beautifully presented so that it is ready to give to that special person.
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If, for any reason, you wish to cancel your order please take a moment to read our returns policy or contact a member of our customer care team on +1-888-888-3959 +1-888-888-3959, where they will be able to assist.
We offer two simple ways to place an order and are committed to delivering first-class customer service at each stage of your order process.
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Online
Placing an order online is simple. Select your preferred piece of jewellery, outline any specifications, and proceed to the checkout. If you have any questions regarding your online order you can speak to a member of our customer care team.
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By telephone
Our friendly sales team are happy to take your order over the phone if this is your preferred method. They will talk you through every step of your order before taking payment and are there to help and assist you with any questions you may have.
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Please take a moment to read our returns policy.
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We wish for all of our customers to be completely satisfied with their purchase, therefore we are more than happy to assist wherever possible by exchanging items. Unfortunately we cannot accept bespoke or engraved items for an exchange due to the nature of the design.
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If you wish to return an item, please review our returns policy, which outlines the terms and procedures for returning an item.
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We are 100% committed to providing a safe ecommerce shopping experience. To date we have satisfied over 75,000+ happy customers and our aim is always to deliver first-class customer care.
State-of-the-art ecommerce security
Our website is protected with the latest security certificates (SSL certificates). These certificates use state-of-the-art encryption technologies so that you can have complete peace of mind when shopping online with us.
PCI Compliant
Our systems are compliant with the PCI Security Standards Council, which was founded by Visa, MasterCard, American Express and JCB International. You can find out more about the PCI Security Standards Council at www.pcisecuritystandards.org.
Verified by Visa and MasterCard
We also use Visa and MasterCard Secure Code technology for processing all orders.
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We are happy for you to make payment by any of the following methods:
Credit or debit card
We accept all major credit and debit cards.
PayPal
We are pleased to accept payments via PayPal, simply select this payment option during the checkout process. If you wish to pay via this method over the phone, simply contact our customer care team and we will send you a PayPal request. Upon receipt of the request, simply make the payment and email us with the payment details. You shall then receive the order confirmation against your order.
Bank Transfer
We can also accept payments via bank transfer, simply call or email the customer care team if you wish to pay by this method.
Cheque
We are also happy to receive payment via cheque. Contact a member of our customer care team if you require further information on this payment method.
Telephone
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If your card details have been rejected there are a number of possible reasons as to why this may be. Please check the below reasons, alternatively simply get in touch with our customer care team where they will be happy to take the payment from over the phone.
Reasons for a card payment rejection
The vast majority of reasons why a card is rejected are because of the protection policies of the bank. You may have to phone your bank to tell them that you wish to purchase a high-value item.
- Card Holder Name
- Credit Card Number
- Card security code (3-4 security code on the back of your card)
- Postcode
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Depending upon the payment method used it can take between 8-10 working days for a refund to be processed. Our excellent customer service team will be happy to notify you of estimated refund times at the point when a refund is agreed.
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Yes, we are pleased to be able to offer discount codes wherever possible and do so throughout the year.
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If you wish to use two cards for one transaction this is definitely possible. You just need to make sure that both cards belong to the same owner and are registered at the same billing address. Simply call our customer care team so they can take your payments over the phone.
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Yes, we are proud to offer a price guarantee that means we aim to match like-for-like prices. If you wish to take advantage of this service please get in touch with our customer care team and provide details of the price and product that you would like us to match.
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Once you make a payment your bank will authorise the amount for the transaction that you have made. The actual settlement for the amount between your account and our account is usually completed in around 2-3 days. The payee will be itemised as Neve Jewels Ltd, which owns the Diamonds Factory brand.
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