Terms and Conditions

Diamonds Factory

786 Harrow Road,
Wembley,
Middlesex,
HA0 3EL

Diamonds Factory

7 Hatton Garden,
London,
EC1N 8AD

PRICING AND PAYMENT

• We take the payment at the time the order is placed; the merchant bank for security purposes will verify the card details.
• We accept all major credit cards and debit cards like Master Card, Maestro, Visa, Switch and Delta. You can also place an order over the phone by calling on our toll free number 0207 138 3672.
• The prices shown are inclusive of VAT, Packaging.
• Products are not shipped until and unless complete payment is received for the order placed.

COMPLAINTS & QUERIES

• For any complaints or additional queries please contact our customer service team who will assist you further on 020 7138 3672 or email us at service@diamondsfactory.co.uk

Collection of Personal Data

• We may collect personal data, such as name, email address, and phone number, when you fill out a form on the website or sign up for a newsletter.
• Your personal data may be shared with third parties in an encrypted manner to enhance Shopping Data Analytics.
• We are 100% committed to protecting your privacy and security and we totally appreciate and respect how important privacy is. We will strive to ensure that your data is not used for any other than aforementioned by us or by the third parties engaged by us.
• This personal data will only be used for the specific purpose it was collected for.

SPRING SALE

15% off eligible products, up to $2,500 of maximum discount on the order. Offer is not valid for loose diamonds. Product exclusions may apply. This offer expires at 11.59pm 29th April 2024. The offer cannot be combined with any other promotion or discount code, and cannot be applied retroactively.

Offer is valid while supplies last. Void where prohibited or restricted. Void if sold, exchanged, copied or transferred. The offer terms and conditions are subject to change at any time without prior notice.

Any "Ready To Deliver" items are non refundable. Exchange will be offered at the same price of the purchase or higher. Our full refund policy applies to the rest of orders. We are happy to exchange your ring for another size as per our return policy.

Should you opt for an exchange, your new ring may contain fewer or more diamonds or a reduction or increase in precious metal weight which may cause an increase or decrease in the price. The promotion remains applicable to the size change for 30 days.

Discount cannot be redeemed for cash. No correspondence will be entertained regarding this promotion or these Terms and Conditions.

In the unlikely event of a dispute, the decision made by Neve Jewels Ltd. (www.diamondsfactory.co.uk) shall be considered final. Neve Jewels Ltd. (www.diamondsfactory.co.uk) reserves the right to amend, modify, cancel or withdraw this promotion at any time without notice.

RETURNS AND REFUNDS

• Engraved items cannot be returned for credit or exchanged.
• Bespoke and special orders are not eligible for return or exchange.
• Resized items are not eligible for return or exchange.
• Eligible products must be returned within 30 days after reception, unworn and in pristine condition.
• Products must be returned with the original tag attached or alongside the product.
• All returns will be assessed by our operations team prior to being accepted. Assessment usually takes between 10-14 days to be processed.
• Customers have 30 days to reject faulty goods. Add this after -Eligible products must be returned within 30 days after reception, unworn and in pristine condition.

Any diamond fallen out 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 jewellery insured to protect yourself against such mishaps. Our advice to you is to inspect your item as soon as it arrives, and notify Diamonds Factory for any defect or damage, if you find any issues please contact us on 0207 138 3672 or email us at service@diamondsfactory.co.uk.

The jewellery sold at discount prices cannot be replaced at the same discounted price.

The delivery costs for returning the product will be the customer's sole responsibility and will only be refundable in the event that there is a manufacturing fault with the product. 

Note: Please return your purchase via a trusted courier and insure the package for the full amount of the purchase. Diamonds Factory is not responsible for damage or lost package during shipment.

DAMAGED AND USED ITEMS

• If your package or item delivered arrives damaged, please refuse the delivery or contact us immediately at (service@diamondsfactory.co.uk). If your item or package is damaged you must contact us within 24 h of receipt.
• Returned merchandise must be unworn and in pristine condition. Items showing obvious signs of wear or alteration by a jeweller other than Diamonds Factory will not be accepted. 
  Products must be returned with the original tag attached or alongside the product.
  All returns will be assessed by our operations team prior to being accepted. Assessment usually takes between 10-14 days to be processed. 
• Any item repaired, resized or engraved by a third party not registered with or approved by Diamonds Factory jewellery workshop will void the manufacturing warranty.
  
• Please return your purchase via a trusted courier and insure the package for the full amount of the purchase. Diamonds Factory is not responsible for damage or loss during shipment.
• All earrings must be returned unworn to be eligible for an exchange.

WIN A PAIR OF DIAMOND EARRINGS COMPETITION T&C

These Terms and Conditions prevail in the event of any conflict or inconsistency with any other communications, including advertising or promotional materials. Entry/claim instructions are deemed to form part of the terms and conditions and by participating all claimants will be deemed to have accepted and be bound by the terms and conditions.

The promoter: Diamonds Factory, 7 Hatton Garden, London, EC1N 8AD

Eligibility: anyone aged 18 years or over.

Entry instructions: Subscribe to the Diamonds Factory newsletter to enter the competition. The competition closes on Friday 15th February 2024. By subscribing to our newsletter you agree to receive promotional emails from us. We will not share your details with any third party. You’ll be able to change your subscription settings or have your data deleted and removed anytime.

The prize: A pair of diamond earrings. Winner will be revealed after Monday 29th April 2024. Prizes are non-transferable and not redeemable for cash. The winner will be notified by email within 7 days of the closing date, and must respond within 28 days to claim their prize. The prize will be sent to the winner via post (free P&P).

Diamonds Factory reserves the right of sharing the photo and name of the winner on owned social media channels and website.

RING RESIZING

Getting the size of your ring right can be a complicated matter. We do offer resizing options depending on your ring type and complexity. Worn items can be resized except full eternity rings. Refer below for the resizing process and additional information. Our team is always available to help if you have any questions regarding the size of your ring.

Engagement and Diamond Rings:
For plain bands, non-diamond or non-gemstone set rings, we offer complimentary resizing up to 2 sizes up or down within 30 days after reception of the item. 

For any resizing exceeding two sizes, we will charge a fee of £69.

For diamond-set or gemstone-set engagement rings (including custom-made rings), items must be assessed in order to ensure whether they can be resized, or whether they need to be remade. In both cases resizing will be complimentary up to 2 sizes up and down, anything above 2 sizes will incur a minimum charge of £69.

Eternity Rings:
Full eternity rings: Due to the nature of the setting, full eternity rings cannot be resized and must be replaced within 30 days of receipt. This price will depend on the cost difference between sizes with a minimum charge of £69. Please contact our team to discuss alternative options for your ring.
Half & ¾ eternity rings: Due to the nature of the setting, all half and ¾ eternity rings must be assessed in order to ensure whether they can be resized or whether they will need to be remade for which costs will apply.  This price will depend on the cost difference between sizes with a minimum charge of £69.

Wedding Rings:
For plain bands, non-diamond or non-gemstone set wedding rings, we offer complimentary resizing up to 2 sizes up or down within 30 days after receipt of the items. For resizing exceeding two sizes, we charge a fee of £69. All rings will be assessed by our team prior to confirming the price.
Diamond-set or gemstone-set wedding rings must be inspected prior to resizing to ensure that the nature of the setting will allow a resizing.

Custom-made rings:
We offer complimentary resizing for up to two sizes up or down within 30 days of receipt provided that a resizing is possible. For a resizing exceeding 2 sizes we charge a fee of £69. Upon receiving your request, our team will assess if the resizing is possible and discuss it with you. Depending on the complexity of your ring, the resizing may result in additional costs that shall be borne by you. This also applies if the ring has to be made anew from scratch if it cannot be resized as desired. You will be informed about any additional costs in advance. It will then be clarified whether the size change should be carried out.

Rings that need resizing outside of the 30 days resizing policy will incur a minimum charge of £69. Should the ring need to be remade the exact fee will depend on the particular style of the ring.

REPLATING

To maintain the white gold whiteness of your jewellery through the years, your ring might need to be replated.

We do offer Rhodium plating along with cleaning and polishing for a fee of £59. Please contact our team for more information.

Jewellery Care Plan

Neve jewels Ltd offers this added protection for your fine jewellery. The Jewellery Care Plan may be purchased to cover any carat gold, gemstone, or diamond jewellery within 30 days of the original purchase at Neve Jewels Ltd.

For this service plan to remain valid, authorised Neve Jewels ltd craftsmen must perform all workmanship, repairs and custom work.

We will furnish the labour and parts necessary to maintain the merchandise in a useable and wearable condition, provided such service is necessitated by merchandise wear during normal usage of the merchandise under conditions for which it was designed. This service plan is a “repair” plan and all decisions regarding repair or replacement will be the sole right of Neve Jewels Ltd.

Our Jewellery Care Plan does not cover loss or theft, excessive abuse or neglect, improper treatment or damage caused by accidents, fire or acts of God. Original receipt must be attached to verify merchandise covered and purchase of plan. This plan is non transferable. The plan varies in price from £99 for 1 year to £400 for 5 years. The plan covers the following repairs and services.

• Re-tipping of claws once per 12 months
• Rhodium plating for rings in white gold, once per 12 months
• Chain/bracelet soldering, once per 12 months
• Resetting/tightening diamonds and gemstones, once per 12 months
• Cleaning, inspection and polishing per 12 months
• Replacement backs on earrings, once per 12 months
• Soldering earring posts, once per 12 months
• Clasp replacement (same as original), once per 12 months
• Ring sizings up to 2 sizes, maximum once per policy (does not cover reshanking of rings; certain styles of rings are not suitable for resizing and are excluded from the resizing service under this Plan)