Help Centre FAQ

Help Centre - Frequently Asked Questions

Our user-friendly help centre will answer any questions you may have before purchasing.

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FREQUENTLY ASKED QUESTIONS

A collection of our most popular questions asked by
consumers. If you have a more specific question,
consider speaking one of our
friendly experts.

 
Safe Buying on the Internet
View Answer
 

The Purely Diamonds website uses an advanced encryption technique to ensure the safest possible web-purchasing environment.

Note that when it comes to giving credit card details, the address in your web browser will change from 'http' to 'https' this denotes a secure connection. You will also see a padlock symbol to indicate encryption security.

Money-back guarantee
View Answer
 

We offer a 30 day money-back guarantee for refund/exchange on all items.  


For more information please see our Returns page.

It is vital that if you do decide to return your chosen item, you must follow the instructions detailed in our Returns Policy.

General

Why should I buy online, and how are your prices so low?
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We manufacture our diamond jewellery in-house (in our workshop in London), and sell our jewellery directly to the public. Buying something from a manufacturer essentially means you are cutting out the middle-man, and making substantial savings in the process.

We can pass these savings on to you in the form of very low prices, whilst still providing exceptional quality and service. You will save up to 60% on any product you purchase from us.

Every product displays a price (our price) and it's RRP (retail value). RRP is the price you could expect to pay in a high street shop for the same product.

Do you have a shop? Is it possible to view products before purchasing?
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Yes it is. We have a showroom in Farringdon, London (EC1) just around the corner from Hatton Garden. Please phone us first to make an appointment - 0800 032 3422, 020 7837 2964 or email us here. Appointments can be made Monday - Friday; 10am - 5.30pm.

When you make an appointment please let us know which items you are interested in viewing.

Ordering / Payment

How do I place an order?
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To order simply click on the item you want ("add to cart") and then continue through the simple checkout process.

Our secure connection means you need have no worries about buying online.

We currently accept payment through Visa, MasterCard, Maestro, Electron, JCB/JCL and Solo.   We also accept PAYPAL and AMAZON checkout, and you can also make payment via Bank Transfer/BACS.  We also offer finance/credit options.  We do not accept AMEX.

You are also welcome to visit our showroom to see your chosen piece before you buy. To arrange a visit please email sales@purelydiamonds.co.uk

How long will my order take?
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If we have an item in stock we can sometimes deliver the next day if necessary, but in general we state 10 working days for all items that are made to order (a few items will take 3-4 weeks).

Every item has different delivery times, and you can see these on the product pages. If you need your order urgently or for a very specific date, please let us know and we'll do everything we can to have your item ready in time.  Please use the Special Requirements / Date Needed By section during the order process to tell us of your deadline.

Will I receive confirmation of my order?
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Yes. After you have placed an order, you will receive email confirmation almost immediately.  Please do check your junk mail folder to make sure our automated confirmation has not been diverted to that folder.

Can I track my order?
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Yes, please email us your Name and Order Number and we will email you an update on your order as soon as possible. You can also call us for an order update at any time on freephone 0800 032 3422 or on 0207 837 2964

Can I place an order over the phone?
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Yes of course, please feel free to call us on freephone 0800 032 3422 or on 0207 837 2964 with the item number you would like to purchase, and your card details. You will still receive an email confirmation/receipt if you purchase from us over the phone.

What payment methods do you accept?
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We accept payment through Visa, MasterCard, Maestro, Electron, JCB/JCL,Solo and PAYPAL. We do not accept Amex. We can also accept payment via BACS (bank transfer) - please contact us for our details. 

Do you offer Finance/Credit?
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We are pleased to be able to offer finance to our customers, with the option of 6 or 12 months at 0% Interest Free, as well as 24, 36 or 48 months Interest Bearing.

All we require is a minimum deposit of 10%, you can pay a higher deposit if you wish, and the order must have a value of at least £500.

Credit is available to permanent UK residents only.

Example of Finance Offer

12 Months Interest Free Credit

Cash Price £1000.00
Deposit @ 10% £100.00
Charge for Credit £0
Total amount of Credit £900.00
APR 0% APR Representative
Number of Payments 12
Monthly Payment £75.00
Total Amount payable £1000.00

 

Example of Interest Bearing Option: 

48 Months Interest Bearing:

Cash Price £1000.00
Deposit @ 10% £100.00
Charge for Credit £222.72
Total amount of Credit £900.00
APR 11.9% APR Representative
Number of Payments 48
Monthly Payment £23.39
Total Amount payable £1222.72

We also offer 24, 36 or 48 months Interest Bearing Credit, on orders over £500.00.  Please see previous example above of an Interest Bearing option. 

How to apply for finance

If you wish to apply for finance you may do so during checkout. Please see the "finance" options when reviewing your items for purchase


If my finance is refused, do I get my deposit back?

Yes, we have to temporarily 'hold' your deposit in order to process the application, but if your application is declined by Hitachi the hold on your deposit is released and no deposit is actually processed or taken. The hold on the deposit does mean your available balance will be reduced by the deposit amount for up to 3-5 working days, this is due to your banks own refund procedures.

 

Prices

What is included in the price?
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Our prices are inclusive of VAT and delivery charges, and include a free valuation document as well as a suede-lined presentation box, inside an outer gift-style box with a silver ribbon. If your item is accompanied by a diamond certificate, this is also included in the price. The price you see is the price you pay (no hidden extras).

What does 'RRP' stand for?
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Recommended Retail Price. This is the price you would expect to pay on the high street for the same piece of jewellery. The RRP will appear on your free valuation document, and this is the value to use for insurance purposes.

Returns / Ring Sizing

What if I dislike the ring when I receive it, and I want to return it?
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We appreciate buying online means you aren't able to view the product first. We offer all our customers a 30-day money back guarantee. You may return your item within 30 days of receipt for a full refund or an exchange for another item. When you return an item we will issue your refund immediately, or arrange for an exchange for another item of your choice (the value does not have to be the same, as we will either refund you/take payment for the difference).  Please see our Returns page for more details.

What should I do if I don't know the ring size?
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Please use the 'Don't Know Your Ring Size' link in the left-hand menu on almost every page. The sizer needs to be placed on the finger of the person who the ring is for, so if it's a surprise the sizer won't help unfortunately!

If your partner/the recipient has any other rings, see if you can find one and measure the internal diameter.  Then see our ring-size chart to find the equivalent size. Please be sure to measure only the inside diameter, NOT including the band/metal itself as this will give you a size far larger than you require.  Measuring internal diameter needs to be pretty precise as a difference of a few tenths of a millimetre is equivalent to one whole size. 

If you can 'borrow' a ring of theirs, perhaps one they don't wear every day, the ideal way to find the size is to take it to any local jeweller and have them measure it for you.  This will be very accurate, but be aware they might wear it on a finger that is smaller or larger than the finger you intend them to wear it on!

If you really don't know the size, please select either Small, Average or Large. Once you have presented the ring, if it doesn't fit, all you have to do is send it back to us and we'll resize it to the correct size and send it back as soon as we can. There is a small charge for this service (£20).  The sizing process is usually very straight-forward and generally we can return the ring within 5 working days. Some items will take longer, or may have to be remade so please send us the product code and the new size required to sales@purelydiamonds.co.uk before sending the ring back. The quality of your ring will not be affected by re-sizing.   Please see our Returns page for more details.

How do I send my ring back to be re-sized?
View Answer
 

Please see our Returns Policy for information on how to send a ring back to us to be re-sized, and see our Returns page to download a form.

What guarantees do you offer?
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We offer a 30 day money-back guarantee on all items. You may return your item within 30 days of receipt for a full refund or an exchange for another item. This makes anything you buy from us a 'No Risk' purchase!   

All our jewellery is guaranteed for 5 years against manufacturing faults. Please note: If you have an item repaired, resized or polished by anyone other than Purely Diamonds, it will render your warranty with us invalid.

We will professionally clean your jewellery, free of charge, once within the first year of purchase.

If at any time you need a ring re-sized we will gladly do this for you for a small charge to cover costs. Please see our Returns page where you can download a form and get more information regarding resizing.

The free valuation document you receive with each purchase is your proof that what you are purchasing is as described on our website (and has the same estimated RRP value as displayed on the website). If your item is accompanied by a diamond certificate, this is your assurance of the quality of the diamond/s you have purchased from us.

Certificates / Valuation

Will my item be certified?
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You will receive a diamond certificate with any item that has at least one diamond weighing 0.25ct or more (G colour or better), or at least 0.30ct (H and I colour). If you purchase a three-stone ring for example, you will only receive a certificate if one or more of the three stones weigh 0.25ct or more. So even if the total weight of a 17 stone eternity ring is 1.00ct overall, this item will not have a diamond certificate (because the individual stones weigh less than 0.25ct each). This is standard practice throughout the industry, in fact, many companies only provide certificates for stones weighing 0.33ct or more. You can see whether your item is certified by looking at the product description for your chosen item (you can find this by pressing the 'More Info' button on any product). Please see our 'Certifications' page for more details.

If your item is not certified, it will however be accompanied by a valuation document. The valuation document that you will receive if your stone is not certified, is your assurance that what you are purchasing is genuine and exactly as described on our website.

Do I receive a free valuation document?
View Answer
 

Yes you do. Every single item on our website comes with a free valuation document. This document confirms the carat weight, cut, colour and clarity of your chosen diamond/s, as well as a picture and description of the item. Our valuations are carried out by an experienced FGA (Fellow of the Gemmological Association) and GG (Graduate Gemologist) certified diamond grader, so this document not only gives you an accurate valuation (RRP) of your chosen piece, but it is confirmation of the quality of the diamond/s you have purchased from us. Please see our 'Valuations' page for more details.

Delivery / Shipping

How long will my order take to arrive?
View Answer
 

If we have an item in stock we can sometimes deliver the next day if necessary, but in general we state 10 working days for all items that are made to order (a few items will take 3-4 weeks).

Every item has different delivery times, and you can see these on the product pages. If you need your order urgently or for a very specific date, please let us know and we'll do everything we can to have your item ready in time.  Please use the Special Requirements / Date Needed By section during the order process to tell us of your deadline.

How do I know when my item will be delivered?
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We will email you once your item is in the post, informing you that it will arrive the next day. We generally email delivery confirmations between 4 - 6pm so do please check your emails in the evening if you think your item is due.

How will my jewellery be delivered?
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Our packaging only states 'PD Ltd' on the package, and the contents are not identifiable. We use Royal Mail Special Delivery. This is a guaranteed next-day delivery service, which will arrive before 1pm the day after we post the item and will require a signature. If you are out, Royal Mail will leave a card and the package can be collected from your local Post Office or a re-delivery arranged with Royal Mail. We will email you the day your item is sent so you know to look out for your delivery the next day. Please note, delivery is free and your item will be fully insured during transit.

How will my jewellery be packaged?
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To put the finishing touch to your chosen piece, your jewellery will come in a luxurious suede-lined box, inside another gift-style box with a silver silk ribbon. The packaging is made to measure your chosen item, with special inserts for earrings, bangles and pendants.Our Packaging

Conflict Diamonds

What is your policy on Conflict/Blood diamonds?
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Purely Diamonds does not sell conflict diamonds.

Purely Diamonds only deals in clean diamonds -- diamonds coming directly from legitimate sources NOT involved in funding conflict. Our invoices state as follows-

The diamonds herein invoiced have been purchased from legitimate sources not involved in funding conflict and in compliance with United Nations resolutions. The seller hereby guarantees that these diamonds are conflict free, based on personal knowledge and/or written guarantees provided by the supplier of these diamonds.

Where do you buy your diamonds from?
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We purchase most of our diamonds from suppliers in London, Israel and Antwerp (Belgium). We do have a small stock of diamonds here, but mostly we purchase diamonds as and when they are needed for each specific order.

Diamond & Metal Information

What does 'carat weight' mean? How big is my diamond?
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Carat weight refers to the weight of the diamond itself. Diamonds are actually valued in terms of their weight, not in terms of their size. The carat weight does however affect the size of the diamond, so people do refer to the size rather than the weight of the stone in some cases. For example:

Round Stones Carat Weight Size in Millimetres
  0.25ct 4.0mm
  0.50ct 5.0mm
  1.00ct 6.5mm

We try to display the carat weight as well as the size of the stone in millimitres for your reference. Please click here for a detailed size chart (carat weight -> millimetres).

What are The 4 C's?
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The 4 C's are carat, cut, clarity and colour. They are the 4 factors that determine the value of a diamond. Please see our page entitled 'The Four C's' for more information.

What are the different diamond shapes, and which one is right for me?
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There are many different shapes a diamond can be. You can find round brilliant, princess, emerald, radiant, marquise, baguette, asscher and pear shaped diamonds on our website. Please see our Diamond Shapes page for more information.

What are the differences between 18ct gold and Platinum?
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Platinum is a naturally white precious metal. White gold is actually yellow gold mixed with other metals to make it white. White gold is usually rhodium plated to make it whiter, and you may need to re-plate your jewellery approx. once a year to maintain it's white colour. Platinum and gold can both be scratched, platinum is not indestructible.

Platinum is approximately 40% heavier than 18ct gold. Over time platinum develops a natural patina, a matte finish. If you prefer the high-finish look, regular polishing (by a professional) can maintain this finish.

Please see our 'Metal Education' page for detailed information on the precious metals we use.

Do your products have hallmarks?
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Yes. All our jewellery will have a United Kingdom hallmark. A hallmark is a small marking that is stamped onto precious metals to guarantee that it conforms to standards of purity and has been independently tested. This shows the type of metal used and the content of the metal. Our 18ct gold is 750 (75% pure as standard), our 9ct gold is 375 (37.5% pure as standard). All our platinum and palladium are 950 (95% pure).

  18ct white gold
18ct white gold
Platinum
Platinum 
Caring for your diamond
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Yes, diamonds are forever, but it is important to look after them! Here are some tips to make sure your diamond stays in perfect condition:-

Do not wear your diamond if you are doing rough work. Diamonds are extremely durable; however a hard blow along the grain can chip them.

Do not keep diamonds jumbled together loosely in a box. Remember diamonds can scratch other diamonds.

Avoid your jewellery coming into contact with chlorine bleach (often used in housework). Although this will not harm the diamond itself, bleach can discolour or pit the mounting.

Diamonds can be dulled by skin oils, cosmetics, soap and cooking oils or grease. Regular cleaning once a month is the best way to keep them at their brilliant best

Cleaning your diamond
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Clean diamonds reflect light better and actually look bigger than dirty ones. So regular cleaning is the key to keeping your diamonds in sparkling condition. There are various recommended ways of cleaning your diamond:-

Professional Cleaning

This is the best option for maintaining your diamond as clean as it can be. We recommend at least once a year having your diamond cleaned and checked by jewellery professionals—to make sure there are no loose claws or wear to the settings.

Liquid Detergent

It is possible to clean your diamond in the sink but please remember to make sure the plug is in! You can soak your diamond in warm, soapy water using a mild liquid detergent. Use a soft toothbrush to gently brush the diamond while it's in the water. Afterwards rinse the jewellery under warm running water and pat it dry with a soft, lint-free cloth.

Ammonia & Water

Soak your jewellery in a solution of half ammonia and half cold water for approximately 30 minutes. Take out the jewellery and clean gently with a small soft brush. Finally, rinse with clean water and dry with tissue paper or lint-free cloth.

Jewellery Cleaner

You can use liquid jewellery cleaner from the shops as long as you carefully follow the instructions. Try to choose a brand name cleaner where possible.

Free Cleaning

If you return your ring to us once during the first year, we will gladly clean and check your ring for you free of charge.

Are your rings solid?
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Yes, all of our jewellery is made from solid metal, no items are hollow.

What fluorescence grade are your diamonds?
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We use stones only with None, Faint or Slight Fluorescence only. We do not use stones with Medium or Strong Fluorescence in any instance. If you have a preference for the fluorescence of your diamond, you can use the Special Requirements box found on each product (next to where you select your Ring Size), to request this.

What cut grade are your diamonds?
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All our round brilliant cut diamonds have ‘Cut grades’ of Very Good+. Our fancy cut stones such as princess cut, emerald cut, marquise etc, will have grades of at least Good+, in the majority Very Good+ (fancy cut stones do not generally have a ‘cut’ grade, instead they have a polish and symmetry grade).

Engraving / Bespoke Design

I would like a bespoke design, can you work from a sketch or a picture?
View Answer
 

Yes we can. Please email us the picture of the design you would like created and our designer will have a look and get back to you with a quote. Please try to include as many details as possible (for example, the carat weight you would like, the shape of the stones, gold/platinum, the budget you are working towards etc).

We now have a new Cad Cam programme, that enables us to create full 3-D images of a bespoke ring of your design. This means you are able to see a complete 3-D image of your ring before you give us the okay to go ahead and make it for you. Please see our page entitled Bespoke Design for more information.

Do you offer an engraving service?
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We offer an engraving service and the charge for this is £20 per ring. If you'd like your ring engraved, there is an option for this within the product details where you will also select the ring size. You can type the engraving you'd like, and £20 will be added to the price of your ring.  A ring that has been engraved CAN still be returned under our returns policy.