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Frequently Asked Questions
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Frequently Asked Questions |
Need help! get all your
questions answered and much more. Our comprehensive FAQ’s will provide not only
replies to the frequent questions but will also educate and provide insights to
a wide range of topics making your Jewelry buying experience more
meaningful. |
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Company Related Queries
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How long have you been in Jewelry Industry for?
Ans. The Diamonds Factory
has a worldwide reputation in the business of designing and manufacturing Jewelry
for more then three generations using the most skilled, and experienced workforce.
The Diamonds Factory holds a great standing
in the global diamond industry and has supplies extended to various retail giants
and chain stores.
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Why are you cheaper than my local jewelry store and other online retailers? Can
you justify factory direct prices?
Ans. The Diamonds Factory has one of the most effective supply chains. Please click
on the
Diamond Value Chain
to get a detailed graphical presentation.
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Where do you buy your diamonds from? Are they conflict free?
Ans.We source our diamonds from legitimate sources worldwide
enabling you to get cost advantage over other online and retail jewelry. We only
procure diamonds from Conflict Free sources and promote
Conflict Free Diamonds
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Do you have a retail outlet for visiting & what are your opening hours?
Ans. We do not have retail operations, and are purely an
online retailer, this thereby helps eliminate most of our overhead cost and eventually
what you get is ‘Top quality diamonds at Factory Prices’.
At the same time, we do understand how important it is to have the touch and feel of an actual product, to facilitate this, find live videos of most of our products along with their profile views and dimensions for all the variations. Not only this but even after your purchase, if you are still not contented with your purchase, simply use our 30 Days return policy and enjoy a complete refund on your purchase.
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Who grades your diamonds?
Ans. All our Diamonds are graded by gemologists who have
graduated from world renowned G.I.A. Our gemologist form an integral part of our
Customer Service, for any reasons, if you are facing difficulties in making your
selection, worry no more as our gemologist are only a phone call away.
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What is the best form of Contact?
Ans.Our Diamond and Jewelry consultants are ready to greet
your query, simply use any of the given below ways to reach us:
USA Customers: 888-888-3959 (Toll Free)
Outside USA: +1-212-382-3884 (Landline)
FAX: +1-212-382-3732
UK Customers: 0800 072 1170
Email: service@thediamondsfactory.com
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How is it that you can achieve any kind of designs at lowest possible cost??
Ans. Being manufacturers for three decades and having a team
of in-house craftsmen, The Diamonds Factory can convert your fascinating dreams
and ideas or imagination in to elegant piecework which you will treasure for years
to come.
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How can I subscribe or unsubscribe from the subscription list??
Ans. Please click on the link subscribe
or
unsubscribe
to follow the instructions.
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Delivery & Dispatch Related Queries
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How will my order be delivered?
Ans. We are pleased to offer
Free Delivery Worldwide irrespective of the order amount. We bear all the
shipping cost which is incurred in shipping out the product to your doorstep fully
secured. The chart below states the delivery time and the services offered.To know
more about our shipping carriers please go through our
Free Shipping.
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Can the delivery be quicker than the 2-3 weeks?
Ans. In the event that you need your order to arrive faster
than the timelines specified in the chart above, we offer quicker delivery upgrades
for a minimal fee. Please contact us on our toll-free 888-888-3959 for the charges.
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How can I track my delivery?
Ans. On the day of dispatch, you will receive an email giving
you the tracking code to know about the progress of your dispatch. You can visit
the websites given below, to find out the status of your parcel:
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Do you deliver to a different address other then my billing address?
Ans. If you wish to arrange the delivery of your item to
an alternate address (other than your billing address), we will be more than happy
to help you out. For such request, we collect some documents to safeguard our buyers
from fraudulent activities, which will be conveyed to you via email or on your contact
information.
You can scan the document and email us at
service@thediamondsfactory.com, or you can post it by using First
class at the following address:
The Diamonds Factory
71 West 47th Street,
Suite #1602, 16th Floor
New York
NY 10036
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How safe is my Jewelry in Transit?
Ans. Our methods of shipment are fully insured against losses,
damages and theft in the event of shipment. You would be required to sign on the
parcel during the delivery time.
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Do you deliver the goods to military APO addresses?
Ans. The Diamonds Factory
dispatches orders to APO/FPO addresses Free of cost using USPS Priority Mail ® and
it may take 3 weeks for the order to be delivered.
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What packaging do you use? Can you keep it discreet as it is a surprise?
Ans. All our products come with elegant wooden boxes, rightfully
reflecting your love. Your packaged item will be sent to you in a secured envelope.
Our package bears no marks to the name The Diamonds Factory
or Diamonds and will come in discreet packaging ready to be gifted to that someone
special.
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Payment Related Queries
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How do I know, it is safe placing order online?
Ans. Many a times, you feel sceptical about placing order
online especially when you are not used to buying expensive products online. We
at The Diamonds Factory are very serious about safeguarding our customers. We have
been through a number validation process to ensure our customers get the most secured
environment.
a) HTTPS: when you go on, Shipping & Payments page, you will see padlock
on your address bar, which states “https”
HTTPS (Hypertext Transfer Protocol Secure): This is a combination of Hypertext
Transfer Protocol with the SSL (Secured Socket Layer) mainly used to prevent any
fraudulent activities to take place and ensure that the website is verified and
belongs to a trusted source. Find our SSL certificate to verify our details.
Even beyond the simple HTTPS, to add a further layer of security, The Diamonds Factory
is registered with Verisign to ensure ‘You’ have a more secured and confident purchase.
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What payment methods are accepted at The Diamonds Factory?
Ans. At The Diamonds Factory,
feel comfortable making your payment using any of the methods given below:
a) Credit Cards / Debit Cards:
We accept all major credit and debit cards.
b) PayPal: If you have
a PayPal account and feel comfortable making payment through your PayPal account,
simply email us on service@thediamondsfactory.com
and we will send you a PayPal request. Once you receive the request, simply make
the payment and email us with the payment details and you will receive the Order
Confirmation against your order.
c) Wire Transfer: We are
glad to accept payment via wire transfer too. This method of payment safeguards
both the parties to transaction and is a very convenient method for high value transaction.
If you wish to pay, via bank transfer, simply email on service@thediamondsfactory.com
or call us on our toll-free 888-888-3959 to exercise this option. You would be forwarded
our bank details along with the instructions to complete your transaction.
Note: Please not the Goods are dispatched only after the confirmation has been given
by the banks
d) Telephonic Payments: We also undertake
telephone orders for customers who want additional guidance (advise) through their
purchase. To exercise this method, simply call us with your card details on our
toll-free 888-888-3959, and our service advisors will be more then willing to help
you. Our opening hours are Mon-Fri (9:00 AM to 6:00 PM (ET))
e) Personal Check, Money Order:
Payments made by using such instruments will be deposited and held by The Diamonds
Factory for upto 8-10 business days. Check payments not received for any order within
7 days after the order is placed, will eventually lead to cancellation of order.
Checks to be drawn by a US bank only and must have the customer’s name and address
imprinted on the check. Please contact our customer service representative for making
payment using Check or Money Order and a detailed instruction would be emailed for
completing the transaction.
Note: At this point in
time, we are not accepting any payments in instalments and we do not offer any credit
plans. Inconvenience is highly regretted.
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The automated online payment system is rejecting my Card details. What should I
do?
Ans. Don’t worry; this may have occurred due to mismatch
of the information inserted in various fields like:
a) Card Holder Name (as appearing on the card);
b) Credit Card Number (the long number might be wrongly inserted);
c) Card Verification Value (the last 3-4 security digits appearing on the backside
of your card may be wrongly feeded);
d) Zip Code (Zip code of the billing address may be wrong)
You can check the above errors to verify and rectify, this should help in successful
order completion.
Many a times, the card is also rejected due to reasons apart from the ones mentioned
above:
a) Declined by bank: the bank may decline a transaction, if the card is either used
after a long time, for security reasons and to safeguard you, the banks do deactivate
the card to prevent any fraud or misuse. Or if the transaction amount is more then
your habitual spending amount, in such scenario too the banks may suspend the card
to prevent you from any losses due to theft.
b) Master Card Secure Code / Visa Verification Code: Owing to the current amount
of online frauds and scams, the banks have introduced a new layer of security to
authenticate its users by asking you a security code whilst using your card for
any online transaction. You need to remember this Code and enter before inserting
your card details. If you happen to forget this, you may not be able to complete
the transaction.
In both the above cases, simply, turn back the card, dial the toll-free number and
speak to a service advisor. You may be asked few security questions to authorise
the card, and there you go, you will be cleared to use the card for the transaction.
Don’t worry about your Order, as it will be safely
stored in your cart, till you happen to sort your card issues.
For any reason, if you still face an error, simply give us a call on our toll-free
888-888-3959 and our service advisors will help you to complete your order transaction.
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How long does it take to reflect the refunds in my statements?
Ans. Depending upon the payment method used, it can take
8-10 working days for the refund to appear on your bank/card statement. Wire Transfer
and Personal check payments are refunded via Company Cheque. The processing of the
replacement order can take up to 2-3 weeks depending upon the design. Please refer
to our
30 Days Return for more information.
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Will I be charged Sales Tax on my order?
Ans. The Diamonds Factory
collects Tax only for orders that are shippied to New York State.
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Do you have any promotional codes or do you offer any discounts?
Ans. We do offer promotional codes and discounts on a seasonal
basis and the same will be communicated to you via email from service@thediamondsfactory.com
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Can I pay with two credit cards?
Ans. We at The Diamonds
Factory will strive hard to make your purchase as convenient as possible.
If for any reason, if you do not have sufficient limit on one of your card, and
would like to use two cards for the transaction, you can certainly do that provided
both the card belongs to single owner. Simply call us on our toll-free 888-888-3959
and our customer service representative will help you in your purchase.
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Ans. Yes The Diamonds Factory
is proud to offer
Price Match Guarantee.
Having in house Factory and experience worth 3 decades, you can rely us for the
lowest price deals, however for reasons like gold / diamond demand and price fluctuation
– you may see some variations in price. Worry not, if you come across Product priced
lower to ours, we will match price for like to like products. Simply email us the
details for the comparison on
service@thediamondsfactory.com
and we will match the price for you.
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When will my Credit card be billed?
Ans. Well, your credit card will be billed immediately at
the time of check-out.
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Product Related Queries
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What type of certificates do you provide?
Ans. At The Diamonds Factory,
we want you to enjoy Top Quality Diamonds at Factory Prices. We offer our in-house
certificate and also give you an option to choose from world renowned Independent
Laboratory like GIA/ IGI and EGL. All our Diamonds are graded by certified gemologist
from GIA.
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Can you send me a catalogue to my address?
Ans. Unfortunately, we do not have printed catalogues at
the moment, however, simply email us your postal address on service@thediamondsfactory.com
and we will send you the printed material on availability. At the same time, browse
through our web-site as it is updated with the newly added products.
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How does the item come packaged?
Ans. We want to safeguard your most valuable purchase and
so would like to give you the most elegant wooden presentation box, rightfully reflecting
your love. Your packaged item will be sent to you in a secured envelope. Each and
every order shipped out receives greatest of attention and is carefully handled.
Note: Our Package bears no marks to the
name The Diamonds Factory or Diamonds and comes in an elegant discreet packaging
ready to be gifted to that special one.
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Can I get my product engraved? What would be the cost?
Ans. We can certainly engrave your beautiful piece of Jewelry
for you, however this would also depend upon the design you select. Simply email
us the ‘message’ you want and our customer service representative will convey you
the cost along with the character limits.
Note: Engraving of jewelry will make it a non-refundable item;
a ring may also not be resized once it has been engraved.
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Can you do a polish or matt finish on my order?
Ans. Absolutely no worries. Simply email us the request on
service@thediamondsfactory.com and we will carry out the service
for you at no extra cost.
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Do you do a particular design in Palladium or Rose Gold?
Ans.We do few types of designs in metals like Palladium or
Rose Gold upon request. You can simply call us on our toll-free number or email
us and our diamond consultants will let you know the possibility and charge for
the same.
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How do I find the correct ring size? What happens if i ordered wrong size?
Ans.Simply use our
Ring Size Chart to
arrive at your correct Ring Size.In the event that you may have ordered the wrong
size, simply return it by following our returns process and we will resize it for
you at a nominal cost. The cost will be conveyed to you once you send the Ring back.
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How can I place the order? Can I place it over the phone?
Ans.Certainly, we undertake telephone orders for customers
who want additional guidance (advise) through their purchase. To exercise this method,
simply call us with your card details on our toll free number 888-888-3959 (US)
, and our service advisors will be more then willing to help you. Our opening hours
are Mon-Fri (9:00 AM to 6:00 PM (ET))
Note: At this point in
time, we are not accepting any payments in instalments and we do not offer any credit
plans. Inconvenience is highly regretted.
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Can I change or cancel my order?
Ans.For any order related queries, simply email us on
service@thediamondsfactory.com or call us on our toll-free 888-888-3959,
Mon-Fri (9:00 AM to 6:00 PM (ET))
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Will you create a custom piece of Jewelry for me?
Ans.Many a times it so happens that you come across a beautiful
Design elsewhere, and you fall in love with the design to such an extent that you
would love to have one made for you. Having realized this, The Diamonds Factory
offers Customized Jewelry Design Service for all its customers. Being manufacturers
for three decades and having a team of in-house craftsmen, we are pretty sure of
converting your fascinated designs and ideas in to elegant piecework which you will
treasure for years to come.
Simply use our
Customized Jewelry Design service
and get your dreamt Jewelry in simple steps.
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Can you provide with the valuation certificate?
Ans. When you can insure your life and your house, why not
your precious jewelry?
The Diamonds Factory is pleased to offer you a Valuation Certificate for Insurance
purpose with every purchase of yours. This certificate will have the complete product
details like carat weight of the diamond, clarity, color and the metal. All this
for free, it not only serves as a purpose of insuring your piece of jewelry but
also provides you a piece of authentication at no extra cost.
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Are your Diamonds Conflict Free?
Ans. Rest assured, The Diamonds
Factory uses only conflict-free diamonds which are obtained from legitimate
diamond sources that have been certified through the worldwide recognized Kimberley
Process Certification Scheme (KPCS).
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Returns Related Queries?
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What is your return policy? If I change the Carat Weight, Clarity, Color and Metal,
do I still get 30 Day Returns?
Ans. At The Diamonds Factory,
you enjoy 30 Days Hassle Free Return from the day the order is shipped. You can
by all means change the Diamond Carat Weight, Clarity, Color and Metal and still
avail of our 30 Days Returns.
Orders which are made using instructions for product specifications other than the
ones mentioned on the website cannot be returned unless they have a manufacturing
fault and are entitled to a non-refundable payment.
For Example:
Engraved products: Rings or other Jewelry which is engraved with a message on request is not acceptable for returns
Customized items which are not displayed on the website and are
ordered by giving a sketch or a diagrammatic presentation to
The Diamonds Factory using our Customized Services are not accepted for
returns.
Returned merchandise must be undamaged and in "new and unused condition." Items
showing obvious signs of wear or alteration by a jeweler other than
The Diamonds Factory will not be accepted.
Any Diamond fallen of the Ring or lost will not be covered under our return policy
and no replacement will be guaranteed. We strongly advise you to get the Jewelry
insured to protect yourself against such mishap. Our advice to you is to inspect
your item as soon as it arrives, and notify The Diamonds
Factory for any defect or damage, if found any. You may also contact
us on our toll-free number 888-888-3959 or email us at service@thediamondsfactory.com
Every product apart from the ones mentioned above can be returned for a complete
refund within the stipulated time frame mentioned at the time of ordering. Please
go through our Returns process before sending the item back.
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How long does it take to reflect the refunds in my statements?
Ans. Order refund will take effect only after:
The products are received by
The Diamonds Factory in its original condition with all the accompanying
packaging merchandise (Diamond / Jewelry Certificate, Valuation Report, Jewelry
Box and other material supplied along with the purchase);
The Quality Assessment has been carried out by our Factory and consent been given
for honoring the cancellation.
Depending upon the payment method used, it can take 8-10 working days for the refund
to appear on your bank/card statement. The processing of the replacement order can
take up to 2-3 weeks depending upon the design.
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I received my Ring today and found too small, need to exchange to bigger size how
do I send the ring back?
Ans. Not to worry, simply follow the instructions on our
30 days return section and send the ring back with your precise size
and we will send you the ring with the size amendments.
Note:
1) If the wrong ring size was ordered, you will have to pay a
charge for the same, which will be conveyed to you once you send the ring back.
2) If you got the delivery of a Ring in a wrong size, then the
ring will be resized and sent back to you at no extra cost.
3) Full-Eternity Rings cannot be resized and will have to be ordered
again.
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I did very much like one of your Full Eternity Ring, but I don’t know the ring size,
what should I do?
Ans. We would appreciate if you could email us your postal
address and we will send you a free Ring Sizer via Post. Please use this ring sizer
to arrive at your correct size before placing the order for a Full-Eternity Ring.
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