International Orders

We are always very happy to take international orders. Please feel free to  get in touch with us by email in the first instance enquiries@serendipitydiamonds.co.uk or call us (01983 567283). Payment can be taken over the phone by credit or debit card. Orders within the EU will be sent via Royal Mail International Signed For. All other international orders will be sent via secure courier. We will be happy to provide a quote based on your own personal circumstances.

Copyright

Images including those of  engagement rings and jewellery and information on this website are the property of this website and its suppliers and no use of the afore mentioned is permitted without prior permission. It is strictly prohibited to copy, print or transfer any part of this website without written prior consent.

Guarantee

All workmanship is guaranteed for 12 months from date of purchase. All jewellery is made to a high standard and any wear or damage after delivery is the customers responsibility. Due to the high quality of workmanship, all stones are set securely and checked prior to delivery. Therefore we will not guarantee loss of precious stones from jewellery. This guarantee does not cover any work carried out by a third party. If at any time a stone appears loose, we suggest you contact us immediately so that we can advise you accordingly. We also advise customers to make arrangements to have jewellery insured in case of accidental loss. We provide a complimentary signed appraisal with each item of jewellery sold, for this purpose. Please note that our 12 month guaranteed workmanship will not apply once a third party has carried out any work upon the item.

Availability

All products featured on the website are subject to availability. In the event that an item should not be available, we will refund you in full where a payment has been made, unless we are able to offer you a suitable alternative which you are happy with. All diamond colours and clarities are the minimum specification. Where a higher specification is available we will happily upgrade your stone where possible for no extra cost. For certified diamond jewellery, we may contact you to inform you of possible diamond choices before we commence producing your item. This is to ensure you are completely happy with the specifications of stone chosen. We aim to deliver the exact diamond weights specified in the descriptions and this will never vary more than 0.01cts under the specified weight. We may however exceed the weight to obtain a suitable diamond for your order. Where monthly offers do not state that the diamond is certified, all colour and purities will be equal to or will exceed the stated quality and will be accompanied by a valuation/appraisal for insurance. Please note that diamonds that are J colour and below 0.50cts are rarely certified, but we will be happy to laboratory certify such diamond at your request (please remember to allow 10 days for certification.)

Timescales

Please note that the quoted timescales that we present are approximate guides, and due to the very nature of casting rings, we can sometimes over-run on these times. We do our very best to keep clients informed on any deviation from timescale, and to the best of our ability we quote realistically on delivery times. We always strongly recommend ordering well in advance, and making any personal arrangements following receipt of your item for peace of mind. Please note, we cannot be held responsible for any delay resulting from Royal Mail's Special Delivery Service. Whilst most deliveries progress on time, for delivery before 1pm following dispatch, on occasions there may be unforseen delays due to such things as severe weather conditions, or interrupted transportation. 

Resizing 

After you receive your diamond engagement ring, if it does not fit correctly we will offer a free initial ring size adjustment to find the perfect fit. Our free size adjustment will apply only to one finger size smaller or larger on regular website products/specifications, not special offers, and is limited to a timescale of 2 months following purchase. Above this a £30.00 fee will be chargeable. Some greater size adjustments may require additional work or a new ring mount which we will be happy to advise on cost for. This however excludes fully set diamond wedding bands that cannot be resized once the diamonds have been set. Please note that our free initial resize does not apply to wedding bands. In these instances a small charge of £30.00 will be made for resizing the ring if required. We offer a free ring sizer for anyone unsure of the correct ring size and for international customers. Customers should contact us via the website to receive the ring sizer emailing the full postal address for us to send it. Also see our ring size section. Please note that rings set with diamond shoulders and tension settings can normally only be adjusted to approx 1 finger size. Anything greater than this will require a new ring mount. For all resizes, please return the ring to our office address (not the PO BOX) provided on your documentation. Timescale is approx. 2 weeks.

Please note that unless you provide your order name, return address and finger size required, we cannot process your adjustment.

Returns Policy

We will happily accept items returned within 14 days of delivery date for full refund or exchange provided the items are returned unaltered, unworn and with all original packaging and product documentation. Please note that all earrings are non-returnable for hygiene reasons. This does not affect your statutory rights regarding after sales care which is provided on all items irrespectively.

We will not be responsible for any items that are lost or damaged whilst being returned to us, unless we have specifically arranged to cover the items for you on our policy. (see immediately below)

We insist that all goods be returned to us by using Royal Mail Special Delivery. This will give you peace of mind that your item gets to us securely and is signed for by us upon arrival. Please note that it is your responsibility to insure any items returned to us. You will need to pay the delivery cost for returning goods to us unless the reason is a fault or error on our part in which case we will refund you the postage within 30 days of addressing the situation. If you require insurance provision for any item being sent to us, please contact us and we will arrange this for you. This service will entail a £35.00 charge to provide the additional cover.

Your refund will be credited to the account number the original payment was debited from. Please allow 7-10 days for the funds to be transferred as not all banks process credit at the same speed.

If for any reason goods get damaged in transit to you, we will replace the item and deliver it free of charge. Please be aware that we must be informed that the item has arrived damaged within 48 hours of you taking receipt of the goods.

If the goods returned to us are damaged a refund will not be given.

Unfortunately we do not offer a returns / exchange policy on any special / modified jewellery dictated in the list below:-

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In the event that any refund is provided on custom made items, this will be at our sold discretion and any initial design and image costs will be incurred by the client, provided these initial designs have been approved prior to the commencement of production.

If you wish to return your item, please contact us first for advice on how to return it. Without informing us of the return it will not be processed.

Privacy Policy

We want you to feel secure and comfortable with us and want you to know how we use the information that you provide. We guarantee your information will only be used for :

a

Processing orders

Better understanding of our customer base

Keeping in touch on an occasional basis.

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We respect your privacy and will always treat all personal information as confidential. Our database will only be accessible by employees concerned with the running and administration this website and all information contained on this will be treated confidentially. Should any of your personal information be incorrect please email us and we will amend our records.

UNDER NO CIRCUMSTANCES WILL WE SELL YOUR INFORMATION TO THIRD PARTIES

We will always act in accordance with current legislation and aim to meet current internet best practice. We fully comply with all applicable UK Data protection and consumer legislation.

You have a right under the Data Protection Act 1998 to ask what information we hold about you. You can do this in writing, finding our address by clicking on the contact us icon. We will, however, require proof of identification prior to providing this information.

We may wish to contact you on an occasional basis to inform you about changes to the site, new products and special offers. If you do not wish to be contacted in future, please contact us by email and we will remove you from our list.

Cookies

Cookies are small amounts of information stored by your computer when you log onto our website. Cookies can store information about your preferences and other information which you need when you visit a website. We use cookies to help us improve usage of our site and to keep track of what you have in your shopping basket.

Cookies cannot harm your computer and do not contain any personal or private information. However you may, if your browser allows you to, switch them off, although please note that this may well affect the performance of the site and your own experience.

E-mail addresses

If you send us an email or give us your e-mail address when placing an order or request, we will retain your e-mail address. However, we do not share our e-mail lists. We will not contact you by e-mail except to:

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Confirm an online order

Notify that an order has been posted

Respond to an e-mail query

Occasionally notify you of changes and offers on the website

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Payment

Payments can be taken either online or over the telephone. All online payments are secure and are processed by 128 bit encryption via PROTX a secure payment gateway. Alternatively if you wish to speak to us we are happy to talk to you about your order and process your payment over the telephone. For your security and peace of mind we do not keep any record of your credit card details and security information. If you require any further information on this or any other issue, please feel free to contact us. We are happy to arrange an initial 10% deposit until the item is completed and the balance upon completion by payment over the phone by credit/debit card or bank transfer. Please note we require full payment on all international orders (outside the UK) before work commences.

Delivery

Please ensure that you provide a secure delivery address. All parcels will need to be signed for at the time of delivery. Please ensure the packaging is intact and do not accept delivery if the package has been opened. We will not take responsibility for loss after the package has been signed for. Each item is packaged and sealed by two member of staff to ensure the enclosure of contents. Each package leaves our care under sealed plain wrapping and should arrive in this same state. Delivery is available Monday-Saturday with deliveries arriving before 1pm on the day following despatch. For more information, please see our page on delivery. Please note that unless the order has passed through Verified by Visa or Mastercard SecureCode, online, we cannot deliver to any address other than the billing address. This applied to phone all phone orders and ensures that the item is posted to the address of the card-holder. As noted in our timescale section above, we cannot be held responsible for any delay resulting from Royal Mail's Special Delivery "Next Day" Service. Whilst most deliveries progress on time, for delivery before 1pm the next day following dispatch, on occasions there may be unforseen delays due to such things as severe weather conditions, or interrupted transportation. 

Further information and an example of packaging can be found at /default.asp/p=107/packaging-and-delivery-times

Cancellations

As the consumer, you have the right to a cooling off period following payment. We ask that you contact us within 24 hours if you no longer wish to proceed with your order. A refund will then be issued. We  may however in the case of Mastercard or Visa credit card transactions charge a 2.5% fee for any refunds made as a result of complete cancellation of orders following payment. This is a result of card charges we incur whilst processing payments and refunds of such orders.

Ethical Jewellery

We would like to express our desire to see any practices to promote and introduce new ethically sourced materials and goods into the jewellery industry. All of our diamonds are obtained from conflict free sources, with supporting documentation showing the System of Warranties. We are very keen to see an industry wide adoption of any new systems that will publicise and promote ethically sourced materials with the adoption of any practices that will ultimately improve working and living conditions of workers in the supply chain. We are happy to embrace and promote any industry initiatives that will work at making ethical sources of Gold more readily accessible on a commerical level. We are also currently working on providing bespoke products created from metal sources officially labelled fairtrade / fairmined.

Appointments

Please note that whilst we are happy to arrange appointments with existing or prospective clients, children are not permitted to attend.

Membership of Professional Organisations           

Serendipity Diamonds is a member of the British Jewellers Association and abides by its codes of practice.