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Frequently Asked Questions
Q: Why buy on-line?
A: Buying on-line with us is easy, safe and more cost effective than buying your jewellery from high street retailers. Because we are an internet company, our overheads are lower, enabling us to sell at extremely keen prices, whilst still providing exceptional quality and service.
Q: How do I know that the diamond jewellery I buy from you does not contain conflict diamonds?
A: All the diamonds we purchase come from legitimate sources not involved with funding conflict and in compliance with United Nations resolutions. We guarantee that our diamonds are conflict free based on personal knowledge and/or written guarantees provided by the supplier.
Q: Can I track my order?
A: Yes you can. For upto date information on your order please email us your name and order number to: sales@serendipitydiamonds.co.uk
Q: Will my jewellery come with a hallmark?
A: Yes, all our jewellery will have a United Kingdom hallmark showing the type of metal your jewellery is made from and that the content of the precious metal meets strict standards.
Q: Do you provide a valuation certificate with your products?
A: We provide a complimentary appraisal and the option to purchase an independent valuation. (For detailed information please refer to the valuation section of the website.)
Q: Is it important to buy a certified diamond?
A: We can supply diamond certificates with all our diamonds that are 0.33 carats and over. I-J colour diamonds do not tend to be supplied with certificates unless specially requested. If you require a certificated diamond for under 0.33 carats, we will be happy to do this upon request. The certificate is your guarantee that your diamond has been graded for cut, clarity, carat weight and colour by an internationally recognised diamond grading laboratory. All diamond jewellery is accompanied by our valuation with all details of your diamond weight, colour, clarity etc. which is suitable for insurance purposes.
Q: I’m not sure of the ring size I need, how can I make sure I get the correct size?
A: We are happy to provide a ring sizer with full instructions for you to take your own measurement. ( Ring size page ) A free size adjustment (this applies only to 1 size either way) can be provided if the ring is not a perfect fit when it arrives. This does not apply to our special offer rings. If you require the ring altering by more than this, a small charge will be applicable depending on the adjustment required.
Q: How much will it cost if I need to get my ring re-sized?
A: If you happen to order the wrong ring size we offer a complimentary service to adjust the ring free of charge for the first time. Any further adjustments will carry a small additional charge. ( please note full eternity rings can not be re-sized.) Please see our ring size section for more details.
Q: I want a specific design made up. Can you work from a sketch?
A: We are happy to work from a detailed sketch which we will then be able to produce an accurate design for your approval and costing. (For more information please see the Bespoke Design section.)
Q: How will my jewellery come packaged?
A: We pride ourselves on the finishing touches and your item will come to you in a solid wood presentation case sumptuously packaged in our unique gift boxes. ( see the packaging section for more information)
Q: How long will my order take to arrive?
A: Most of our jewellery is hand-made to order by specialised diamond setters and goldsmiths. To create a quality piece of jewellery we normally ask for 10-14 working days from order date to delivery unless otherwise specified. This is a realistic time frame for delivery to avoid disappointment. If however you would like to chat with us about the time frame of a certain piece we are more than happy to try to accommodate your requests. Some more complex diamond clusters may take 4-5 weeks for delivery depending on the metal and finger size required. Please enquire for details stating the product code and specifications required.
Q: What if I want to return my purchase?
A: We offer a 14 day return policy but for more in depth information please refer to our returns policy.
Q: Do you offer any additional services?
A: Yes we do. Please see our bespoke design service.
Q: If I order one of your engagement rings, can I get my order any faster?
A: If you are in a rush and need to get your ring faster, we may be able to push your order through quicker. Please speak to us or email us and we will do everything we possibly can to speed up your order. We will never charge extra for this service.
Q: Can I pay in installments?
A: At our discretion, we are happy to make arrangements whereby we take an initial 10% deposit followed by a final one or two installments before the ring is sent out. Please speak to us if you are interested in making such an arrangement. We require full payment for international orders due to changes in the exchange rates that may affect the cost over even a small period of time.
Q: Do you deliver internationally?
A: Yes, we offer free delivery to the UK and EU. If you live outside of the EU, please contact us on 01983 880010 (remember international dialing code) and we can give you a personalised quote and provide you with a price for secure courier services to your country. Orders outside the EU will not be charged VAT but will be subject to courier charges and duty arranged by ourselves.
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