Frequently Asked Questions

Q: Who are you, where are you based and how can I be reassured before making a purchase?

A: We are Blue River Diamonds Ltd. trading as Serendipity Diamonds. Our premises are based in the centre of Ryde, Isle of Wight. We have been selling online since 2007, and in this time we have grown a strong reputation for quality and reliability. Our limited company is listed on Companies House (Blue River Diamonds Ltd) and we have a constant live Credit Check link via Dunn and Bradstreet. We are proud members of the British Jewellers Association and can be found listed on the BJA website. Along with this, we have a large following on Facebook many people of which connect to us are clients, and our feedback from clients is copied across to our extensive Testimonials Page on the website.

  
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 a specific time frame (usually 14 working days. ie. three weeks)  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. Where we have stock ring mounts already available in the required finger size, and metal, it is sometimes possible to significantly reduce the time take to make the ring. Please contact us with your specific requirements and we can check stock and quote an accurate timescale.

 
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 packaged within our purple branded outer boxes ( see the packaging section for more information) The contents will then be securely packaged within a postal carton with the accompanying documentation.

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. We are also specialists working purely with diamond jewellery with an enormous amount of resources available to help with your purchase.
 

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. From the mine to the finished piece, a paper-trail of legitimate supply is necessary for us our own reassurance as well as yours.

Q: Can I visit to collect my ring?

A: Yes you can. Please call us to arrange an appointment to collect the ring in person. We are based in Ryde, a short distance from the Hovercraft terminal from Southsea, and from the Wightlink FastCat terminal from Portsmouth.
 

Q: Can I track my order?

A: Yes you can. The best way is to email us including your full name, and invoice number. We will then check on progress with our workshop and respond with information on the stage we have reached with your order.

 
 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 with each piece of diamond set jewellery we sell. This will be on letter-headed paper, and will include a retail replacement value to ensure you have an up to date price should you wish to arrange insurance for the item. This is a realistic replacement value to cover the cost of the item, even if a replacement was purchased elsewhere, which we account for in this cost. We can also provide 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: Routinely we will provide a diamond certificate where the carat weight ordered is above 0.33cts and the diamond is above I - J colour. Many of our larger diamonds at this colour grade above 0.50cts are however certified due to the size of the stone.  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 cannot see any mention of Cut Grade. What grade are your diamonds.

A: As our standard level, we tend to work to a minimum of a Very Good Cut Grade for our diamonds. The reason we do not include this detail is due to the fact that this will only be noted on some diamond grading certificates, where supplied, usually noted on diamond grading reports for round brilliant cut diamonds. We tend to work with a VG Cut, since at this level, the diamonds will be correctly proportioned and sized, thereby ensuring that the appropriate diamond will assume the best fit to the relevant setting we use. We can supply ideal Cut Diamonds (never noted on GIA certificates) or in the case of GIA graded diamonds, Excellent Cut graded stones, and anyone with this specific requirement should contact us noting the specifications required for us to provide a personalised quote.

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 free ring sizer with full instructions for you to take your own measurement. ( Ring size page ) A size adjustment can be provided if the ring is not a perfect fit when it arrives. If you require the ring altering, a small charge will be applicable depending on the adjustment required. Please note that tension style settings and styles with diamond set shoulders, are more difficult to adjust and an adjustment of one finger size might be all that can be applied to such designs. We charge only our own cost price for such work, the exact cost for which depends on the size required. Typically, a single size adjustment would work out to £40.00 including return delivery.

Q: How much will it cost if I need to get my ring re-sized?

A: Please see above. Adjustments will carry a small additional charge approx £40.00 per ring. ( please note full eternity rings can not be re-sized.) Please see our ring size section for more details. Some tension style settings of rings are also very difficult to resize, and such styles should be avoided where the ring size is difficult to establish.

 

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.) We have many different techiques available at different costs, one of which we offer is a service that can provide fully rendered photo-realistic images for approval prior to manufacturing the design.

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. Generally, such items need to be returned to us in the original packaging in the same box-fresh condition they arrived in. If a ring has been worn and marked, this is no longer regarded as a new item, and cannot be re-sold by us, therefore the full refund guarantee will apply only to rings returned in the same unworn and unaltered condition.

Q: Do you offer any additional services?

A: Yes we do. Services such as our bespoke design service. Also available are our engraving service which we offer laser engraving on any item which can be arranged at further cost to the item. Please contact us if you have a specific requirement for any other 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. We do however provide jewellery finished to a high standard, and the cost includes the labour for the hours taken to carefully produce each piece of jewellery, therefore, we strongly recommend allowing the alloted time for your order.

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: Why are your prices so much less than in the shops.

A: Since we manufacture most items, and then sell directly to members of the public, we are able to sell at much lower costs than many retailers would choose to. Many of our overheads are lower, since we are a small company and our margin on the items we sell is kept very low. SInce we sell many items per week, we can afford to sell at much lower margins instead of relying on a small amount of profitable sales each week.

 

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 +44 (0)1983 567283 (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.