Frequently Asked Questions

General

What if I want to change/cancel my order?
If you would like to amend or cancel your order, please contact us via shop@diamondcentrewales.com quoting your order number. One of our members of staff will be on hand to amend your order accordingly.
Please note, amendments can only be made within 24 hours of placing the order. Cancellations are accepted 14 days after delivery, and a full refund will be issued upon return of the item.

What happens if the ring doesn’t fit?
We understand that ring sizing can be difficult. With this in mind, we offer a 14-day complimentary resizing service. If your ring does need resizing, please contact us so we can organise for you.

How long does a resize take?
A resize will be completed on-site by one of our Expert Goldsmiths, and will take up to 7 working days.
Due to the effect of COVID-19, please take into consideration certain delays in our services.

I need my item sooner than the date listed on your website; can you help?
If you need an expedited service, please contact us via shop@diamondcentrewales.com and we can do our best to accommodate you.

How do I contact you?
Our contact details can be found here.

Will my order come gift packaged?
Yes, your order will come presented in a Diamond Centre Wales box, along with the valuation and service guide.

Is my item sent in discreet packaging?
All our orders are packaged in a presentation box, which is sent within a Royal Mail Special Delivery postal bag. The outer packaging (bag) will have no indication on who the item has come from, and will not mention the contents inside.

Can I reserve an item, and view it in store?
Of course, all of the items available in our SHOP are available to view onsite. Please contact us to arrange an appointment.

Can I add a gift message?
If you would like to add a gift message to your order, please contact us to arrange this.

Do you offer a bespoke service?
We do. The heart of our business is Bespoke Design. We have a State-of-the-Art CAD department which houses our 3D scanning machine and our 3D printer, along with 2 fully-equipped Workshops on-site. With the assistance of our design team, you can create your bespoke piece. If you would like to discuss this, please contact us for more information. You can also find more information about our Bespoke Service here.

Aftercare

Will my order come with a valuation for insurance?
Our engagement rings all come with a Replacement Insurance Valuation, with all the necessary details included. All other items in our Shop do not come with a valuation, but will come with an order receipt of the details.

How do I insure my jewellery?
We don’t offer insurance on our jewellery, but you can organise this very easily. We recommend using your house insurance, or insurance through your bank.

Do you clean or provide aftercare for jewellery purchased through your website?
All rings purchased from Diamond Centre Wales come with a
complimentary, 1^st year service. An annual service by our trained goldsmiths is the best way to maintain your jewellery. It allows them to thoroughly check the piece to ensure the security of the stones and any fastenings, and restoring how it would have looked when you first had it. Having a trained professional check your piece means they may be able to highlight any issues that may not be visible to the naked eye.

My white gold jewellery has turned yellow, why?
Contrary to its name, white gold does not obtain its colour naturally. Pure gold is mixed with other alloys including Palladium, Silver etc. which results in a whiter material with a yellow tinge. To give the ring a bright, white finish, we Rhodium Plate the metal. Over time, the rhodium will start to wear off which is when you will see that yellow tinge coming through. It is easily solved by having the ring serviced. During a service the ring will be rhodium plated, restoring the silver coloured, bright finish.

Diamonds

How do I know that the diamond I received is the diamond I ordered?
All of the central diamonds (Engagement Ring Orders only) are supplied with an AIG Certificate which authenticates the diamond. They each have a unique identifying number, which will be supplied on all the documents you receive.

Are your diamonds conflict free?
We would like to assure our customers that all of our diamonds are conflict free. We purchase all our diamonds from legitimate sources in compliance with United Nations Resolution and we support the Kimberly Process 100%.

What is a Clarity Enhanced Diamond?
For information on Clarity Enhanced Diamonds, please see our Diamond Buying Guide.

Do you offer Non-Clarity Enhanced Diamonds?
We do indeed. If you would like to discuss purchasing any of our designs, with a Non Enhanced Diamond, please contact us on shop@diamondcentrewales.com.

Do you supply other gemstones?
We do indeed. If you would like to discuss purchasing any of our designs, with a gemstone, please contact us on shop@diamondcentrewales.com. We offer a range of gemstones, including but not limited to; Sapphire, Ruby, Emerald, Tanzanite, Topaz, Aquamarine, Morganite.

I want a specific diamond, can you help?
Of course, if you have a specific quality and size in mind, please contact us to discuss further. We have a vast range of qualities and sizes in our stock, but we can also source directly from Antwerp for you.

Delivery

Where do you deliver?
We offer Royal Mail Special Delivery, which is available across the UK.

How much does delivery cost and how long does it take?
Delivery is free of charge on all our items. As we use Royal Mail Special Delivery, this is guaranteed by 1pm the following day.

How long after I place an order will it be dispatched?
This varies across all our products, please find the dispatch times below.

Engagement Rings: We aim to dispatch your order within 3 weeks of placing it.

Gift Collections / Studs & Pendants: We aim to dispatch your order within 2 weeks of placing it.

Gift Vouchers: We aim to dispatch your order within 2-3 days of placing it.

In the unlikely event that there is any delay, we will contact you immediately to let you know.

Can I track my order?
Yes, you can. Once the order has been dispatched, an email will be sent to you to confirm the item has been dispatched which will include the tracking information.

My item hasn’t arrived, what do I do?
If for any reason your item has not arrived, please use the tracking number to locate where the parcel is. If this doesn’t solve the issue, please contact us and we will do our very best to assist.

I want my order shipped to a different delivery address; can I do this?
Yes, this is not a problem. When you proceed through to the checkout, it will give you a billing address option and a delivery address option.

Returns

What is your returns policy?
We accept returns on all non-bespoke items, up to 14 days after delivery. If the order is being returned after the 14-day period, charges will incur and will be deducted from the refund amount.

Can I exchange my item?
Yes, you can. If the item is not suitable, and you would like something else, please contact us to arrange.

What is your warranty?
We offer a two-year warranty, against manufacturing defects and materials, where an annual service is required to maintain and guarantee the warranty. In the unlikely event your item has a manufacturing fault, please return it to us so that we can assess the item before handing it to our skilled Goldsmiths.

Please note: The warranty against defects does not cover loss, damage, breakage, changes in appearance, kinks, or the gradual degradation of all or part of the goods due to normal wear, mishap, careless handling, or improper use.

How do I return an item?
To return an order, please contact us via shop@diamondcentrewales.com. A member of our team will be in touch to discuss the next steps.

What happens if my item is faulty or damaged?
If your item has arrived faulty or damaged, please take images of the damage/fault, and email them across to us within 5 days of delivery. One of our team members will contact you to discuss the next steps.

The chain supplied is too long/short; can I change it?
Yes, that’s not a problem. If you would like to change the length, please contact us to arrange this.