All of our orders are delivered via Royal Mail Next Day Delivery (by 1 pm) service. Please note that orders outside the UK may incur an additional delivery charge. All of our parcels require a signature at the delivery address and are fully insured up until the point that they are signed for. If your item has not been signed for, it will be returned to your local sorting office, which you can collect with some form of identification.
When Will I Get My Item?
As a made-to-order company, most of our products are subject to a manufacturing time. This is normally between 2-3 working weeks, and 3-4 working weeks if your item is bespoke. We do this in order to pass on the savings directly to you by only making orders when they are required.
Once your design has been made, it will be ready for dispatch. We will email you a Royal Mail tracking code once it has been dispatched, which you can use to track here via Royal Mail: https://www.royalmail.com/track-your-item
Please note that Royal Mail may not deliver on a Saturday if an order has been dispatched on Friday. In this case, it would be delivered usually on Monday. For more information you can read about their service here:
Can I get my order sooner?
If you need something sooner, you could either check our sale products which can be delivered within 3-4 working days, or you could request an urgent order by getting in contact with us over email to [email protected] or call us on our phone number.
Where Is My Order?You can find out more about the status of your order if you contact us roughly 2 weeks after your order was placed (3 weeks if your order is bespoke). You can track the status of your order by checking the tracking code we sent you. If not, you can send us an email at [email protected] and we'll be happy to give you an update.
What If I Want to Deliver To A Different Address?
If you would like your delivery address to be different from your billing address, we will need the following additional documents:
A copy of the card holder’s photo ID. A passport or driving license is recommended.
A copy of a recent utility bill or bank statement that must be dated from the last 3 months, in order for us to verify the billing address of the card.
A letter of authorisation which gives us permission to send to an alternative address. This must be printed and hand signed by the cardholder. We can email you the format which you can use to print and sign.
Do you deliver to the Channel Island?
Yes, we do. Customers from the Channel Island are eligible for tax free, however, orders must be placed by phone. Please contact our Sales Advisors at 0207 138 3672 0207 138 3672.
Will I get a VAT refund form?
Value Added Tax (VAT) is applicable for all orders placed on this website. All the products displayed on the website are inclusive of VAT. The VAT Retail Export Scheme allows the VAT amount to be reimbursed to customers when they purchase goods in the EU and then export them outside the EU. However, orders from Diamonds Factory are ineligible for the VAT Retail Export Scheme because Diamonds Factory is an Internet-based mail-order company and is not eligible to participate.
Am I eligible for VAT-free purchases?
VAT (Value Added Tax) is collected for all the shipments within the European Union. If you are located outside of the EU territory or countries which are exempt of VAT, simply get in touch with our Customer Care Team on 0207 138 3672 0207 138 3672 and they will help you make your purchase over the telephone.