0

Total: £0.00

FAQ's

Diamond Information:

 

Is your price list fixed?

Diamond prices are listed in accordance to the dollar so can marginally fluctuate on a daily basis as the dollar rate shifts. Our prices are constantly checked to ensure they reflect the current diamond market.

 

Where do your diamonds come from?

We source diamonds from all over the world from diamond manufacturers that comply with the United Nations Kimberley process in order to affirm all stones are conflict free.

 

What does the date on my GIA certificate mean?

This is the date from when the diamond was certified.

 

Do you sell second-hand stones or jewellery?

Nothing we sell is second-hand.

 

How are the diamonds sourced?

We source our diamonds directly from the manufacturers that polish the stones.

 

Are your diamonds natural?

All the diamonds sold by Divan Diamonds are 100% natural stones.

 

Can I view the diamond before its set into the jewellery?

Once your diamond has arrived in our showroom prior to setting we can definitely arrange for you to view the stone first.

 

What grades are considered 'eye-clean'?

With GI certified diamonds, IF, VVS1, VVS2, VS1 and VS2 are considered eyeclean with a smaller percentage of SI1 and SI2 stones also being eyeclean.

With EGL certified diamonds, IF, VVS1, VVS2, and VS1 are considered eyeclean with a smaller percentage of VS2 and SI1 stones also being eyeclean.

Contact our sales team who can verify the stone’s clarity for you.

 

Jewellery Information:

 

Why does the price increase for etenity rings over size N?

The additional cost covers the extra metal weight and any additional diamonds.

 

Why do some pieces require a CAD CAM drawing to be produced?

We need to CAD some jewellery designs in order to realise the proportions needed prior to casting – changing a jewellery piece after it is cast is a difficult and expensive process.

 

Do you offer a bespoke service and how does it work?

Should you have a particular jewellery design in mind that does not currently exist in our jewellery collection, you can contact our designer with your ideas who will then discuss with you directly the options for your piece and provide you with a quote.

 

What are your lead times?

The majority of our items take approximately 10 working days with some of our eternity rings taking 3 weeks. Should you have a particular deadline in mind, you can always contact us and we can check to see if this can be accommodated.

 

Can I add an engraving to my ring?

Yes engraving is free with a maximum of 12 characters, you can also choose from a selection of fonts. Contact our sales team directly to provide you with the font list.

 

Where is your jewellery hallmarked?

All our jewellery is hallmarked in the United Kingdom.

 

What metals do you use?

We offer the majority of our jewellery in 18k Gold (white, rose and yellow) and Platinum. Because of the density of platinum there are some more intricate pieces that cannot be produced in Platinum.

 

What metals can be plated?

All our gold jewellery can be plated when this is necessary.

 

Why does white gold get a yellow hue?

White gold is plated with rhodium which is part of the Platinum family and gives it a distinctive shining white appearance, as white gold in its natural state is actually darker and duller. For this reason, it is recommended to have a white gold engagement ring periodically re-plated when its colour is beginning to fade.

 

What is the difference between platinum and white gold?

When newly produced, both Platinum and White Gold are the same in appearance. Platinum is a denser metal so therefore feels a little more substantial in weight. White gold is less prone to surface scratches than Platinum, but in turn would need replating.

 

Can you make your jewellery with other stones rather than diamonds?

We have made our jewellery with many kinds of gemstones and semi precious stones in the past, contact us directly if you have particular request and we can try to accommodate it.

 

How long does resizing take?

Resizing takes approximately 5 working days from the day we have received your item.

 

What if I order the wrong size ring?

Not to worry! Resizing with us is always free of charge provided you have proof of purchasing the ring with us. You can come into the showroom to size the finger correctly or alternatively you can check at a local jewellers and then send the ring back to us. If sending by post, we will only charge for the postage fees.

 

Collection and shipping information:

 

Why can you not dispatch an order paid with PayPal to an alternative address?

For security reasons dictated by PayPal, we are unable to delivery to an alternative delivery address.

 

Do I need an appointment for collections?

No, just drop in any time between 9am-6pm Mondays to Fridays or 10am-5pm on Saturdays.

 

Do I need an appointment for resizes?

No, just drop in any time between 9am-6pm Mondays to Fridays or 10am-5pm on Saturdays.

 

Can I place an order online but collect from your showroom?

That is not a problem; you just need to call or email us (daitien_setting@hotmail.co.uk) after your purchase has been made.

 

How can I track my order?

Once your item has been dispatched we will email you a tracking number and an online link so you can trace the delivery status of your order.

 

Do you offer an express delivery option?

Should you have a particular deadline in mind, please contact us and we can check to see if this can be accommodated.

 

Will the packaging be discreet?

All items are delivered in discreet packaging – Royal Mail packaging for the UK and FedEx for overseas delivery. All items have our senders address listed as Dai Tien Ltd” for security and insurance purposes.

 

How will the parcel be delivered?

All items are sent via Royal Mail to the United Kingdom and via FedEx or TNT for overseas delivery.

 

Will the delivery be insured?

All items are fully insured by us until they reach the requested delivery address and a signature is given on delivery.

 

Can you ship to an alternative address?

We can always ship to an alternative address unless the item is purchase using PayPal this is because of the regulations set by PayPal.

 

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.

 

How long will delivery take?

For delivery within the UK, all items are delivered via a next day delivery service, for addresses outside of Europe, we use TNT courier in almost all cases. The delivery time once dispatched varies from country to country, so please allow for a few extra days delivery time compared to the delivery dates shown on our website.

 

Why do I have to pay duties and taxes?

When items are sent outside of the EU they are exempt from UK duties and taxes so you are required to pay your national duties and taxes. You will be required to pay these fees once your order has arrived in your selected country prior to delivery to the requested address.

 

Can I specify a delivery date?

Yes, once your item is complete our logistics team will contact you and you can confirm the date that is suitable for delivery.

 

What time of the day do you deliver?

In the UK, delivery is between 9am and 1pm, and non-UK delivery via Fedex is usually between 9am and 4pm.

 

Do you ship internationally?

We ship internationally via FedEx or TNT. Unfortunately due to import sanctions we are unable to ship to Russia and some African nations. Please contact us for further information.

 

What happens if the parcel gets lost in transit?

Should there be any issues with the delivery of your item, Divan Diamonds will notify the relevant delivery service and open an investigation on your behalf.

 

Payment & Pricing Information:

 

Are there any hidden charges?

All prices listed on our website are inclusive of VAT and there are no charges for postage and packing. You may be subject to local duties and taxes if your item is being delivered outside of the EU.

 

Why are your diamonds so much cheaper?

We source our diamonds directly from the diamond manufacturers that produce the stones globally which means we can offer the stones at almost a wholesale price to the retail market. As a predominantly online company our overheads are much smaller which means we can offer our stones at a more competitive price.

 

General Information:

 

Can I claim back VAT?

You are eligible to claim the tax back should you live outside of the European Union. You would be required to collect your purchase from our showroom in order to gain the tax reclaim form and to provide us with your identification.

 

Returns, Refunds & Cancellations:

 

How does the 28 day refund guarantee work?

Your 28 days money back guarantee begins the day you receive your item and you have 28 days to return your item for an exchange or refund should your item not be suitable. Earrings are exempt from this policy due to health and hygiene reasons.

 

How can I return an item for resizing?

Should you be required to return your item for a resize, do contact us directly and for the United Kingdom we will provide you with the returns details for Royal Mail delivery and for non-UK we will arrange a collection of your item via FedEx.

 

How can I return an item for a refund?

Should you be required to return your item for a resize, do contact us directly and for the United Kingdom we will provide you with the returns details for Royal Mail delivery and for non-UK we will arrange a collection of your item via FedEx.

 

How long will my refund take?

Once we have received your item back in our showroom, the item will be assessed and verified by our production team prior to the initiation of your refund. Funds will usually be with you within 10 working days but can take up to 30 working days depending on the method of payment used.

 

Can I cancel an order?

In the event you wish to cancel your order, please contact us directly on +447969501763 and our sales team can assist you.