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Frequently Asked Questions 
Welcome to our 'Frequently Asked Questions' page. Please find listed below a selection of the most frequently asked questions from our customers in regards to shopping on our website. Diamond Information:
Using Mydiamonds.com:
Delivery Information:
Returns, Refunds and Cancellation Information:
Other Information:
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Q. I am a new customer and I'm not sure how to place an order? Can you help me?
A: We endeavor to try to make shopping with us online as easy and as pleasurable as possible. Customers, such as yourself, are very important to us, so therefore making our website easy to use is paramount! Shopping at mydiamonds.com has never been easier. Here is a step-by-step guide to placing an order with us...
1. Browsing
On the home page, choose which type of product you would like to browse through. Underneath the Mydiamonds.com logo are options running from left to right that you can choose from.
2. Narrow down your search
The sliding menus down the left-hand side of the screen are there to help you narrow down your search. For example, you can narrow your search down by price, if you are working to a budget, the type of cut of the diamond, such as brilliant cut, marquise cut, princess cut or any other cuts Mydiamonds.com have on offer. By sliding the two bars, you can adjust the minimum and maximum criteria for your tailored search.
3. Selecting your diamond
Once you have found your perfect diamond, select it and it will lead you to a page displaying all of the information about that diamond. When you are happy, ‘add this diamond’ by clicking on the red button.
4. Choosing your setting
Remember, your ring, earrings or pendant is made specifically to your criteria. Here you can select anything from a 4 claw white gold setting to a 6 claw platinum setting for your diamond. Once you have found the perfect setting for your perfect diamond, click on the picture and then ‘add to basket’.
5. Congratulations!
Congratulations you have just created your very own custom made piece of jewellery. Once you are happy with it all, just simply add it to your basket. If it is a ring, don’t forget to select the size that you require from the drop down list located below the price. It will now be added to your basket. Here you can have it gift wrapped if you wish. Now it is time to proceed to the checkout.
6. The Checkout
At the checkout stage, this is where we take your details from you so that we can process and despatch your order. We will require your name and contact details, such as your address for billing purposes. We can deliver your product to any address that you like, but your invoice will be billed to the card holder's address. Once you are happy with everything, you can 'proceed to payment'.
7. Submit your order
After selecting your desired payment method, you are now ready to enter your payment details. Just fill in the form on screen and once submitted just sit back, relax and your order will be processed and desptached to you as quickly as possible.
For further information regarding delivery, please visit the Delivery Information page for more details.
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Q: Why is it important to buy a certified diamond?
A: Diamonds that have a carat weight of 1/3 and over are usually accompanied by a diamond certificate. Each diamond has its own unique certificate and it is your guarantee that the diamond(s) have been independently inspected and graded for carat weight, cut, colour and clarity by one of main diamond grading facilities.
Diamonds that have been graded by the Gemological Institute of America (GIA), HRD Antwerp (HRD), International Diamond Laboratories (IDL) or International Gemological Institute (IGI) are bought and sold by Mydiamonds.
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Q: What is meant by 'Carat Weight'?
A: People often get confused about what Carat actually means. The Carat of a diamond is based on its actual weight, not the size. A common misconception is that the bigger the carat, the bigger the diamond. This is not the case. It is weight only.
1 carat = 200 milligrams = 100 points
Also, please note that different minerals each carry different carat weights. For example, a 1 carat diamond will be different to a 1 carat ruby and so on.
For more information regarding the carat weight of a diamond, please click here.
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Q: What are Conflict Diamonds / Blood Diamonds? And do you sell them?
A: Conflict Diamonds, or Blood Diamonds as they are sometimes referred to as, are diamonds which are illegally traded to fund conflict. Mydiamonds do not condone the selling of such diamonds and we only sell diamonds that have been acquired legally and are certified by one of the main, non-profit making diamond grading laboratories.
For more information Conflict Diamonds, please click here.
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Q: Will my diamond jewellery, purchased through Mydiamonds, be hallmarked?
A: Yes. UK law dictates that all precious metals must be hallmarked by the British Assay Office, who test and approve the purity of the metal.
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Q: I want to have a diamond ring custom made, but I don't know my partners ring size. Can you help me?
A: You can download a ring sizer from our website. Simply click here, print off the ring sizer and follow the simple instructions and you will find out your or your partner's ring size in no time. If you are still unsure then please do not hesitate to contact one of our dedicated advisors, who will be glad to answer any queries that you may be unsure about.
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Q: Is your website secure?
A: This Site takes precautions to help maintain the privacy and security of your information. For example, you are required to enter a valid Email address and Password before any personal information can be displayed. This Site encrypts the information transmitted between our server and your browser. Also, if there is no activity on a page for an extended period of time, the Site automatically logs you off. When that happens, you need to log on again using your Email address and Password.
To help us provide the best possible service, we may collect and maintain certain information, for example, the products you purchase, and your billing and delivery information. However, we protect and enforce the confidentiality of this information very strictly, and under no circumstances will we sell or rent it to other businesses or third parties. We respect your privacy and do all we can to honour the trust you place in mydiamonds.com.
For further information please visit our Security Policy page.
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Q: Do you ship internationally?
A: Yes we do. For further information regarding our delivery destination, please visit the Delivery Information page
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Q: Are receipts sent with purchases?
A: With every product that is despatched by mydiamonds.com, a despatch note will be issued as well and this will be your proof of purchase (ie. receipt). This will contain information such as the name and address of the purchaser, the product(s) purchased, along with their price, and the total amount. Please refer to your receipt in event of a return.
However, in the interest of Fraud prevention, the invoice will be sent separately to the billing address.
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Q: How can I contact you?
A: You can contact us by either of the following:
Telephone: You can contact us Monday to Friday between 9am GMT and 5pm GMT, and one of our dedicated team of advisors will be happy to take your call and help you in any way that they can. Please visit out contact us page for a list of our telephone numbers.
Email: You can contact us at anytime via email at mydiamondenquires@mydiamonds.com and we will respond to your emails as soon as possible.
If you would like to contact us outside of office hours, then you are welcome to leave a message on our answering machine or send us an email and a member of our dedicated team will assist you with your query as soon as possible, once the office re-opens.
For further information in regards to contacting us, please visit our Contact Us page.
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Q: How can I pay for my purchases?
A: We accept all major Credit/Debit cards when purchasing through the website directly. If you are not sure about your card, please email us at mydiamondenquiries@mydiamonds.com, or click here to view a list of our contact numbers, and one of our dedicated team of advisors will be glad to assist you.
You can also pay for your purchases via the PayPal payment gateway.
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Q: What is PayPal?
A: The safer, easier way to pay. Use your debit or credit card without revealing your number. Speed through checkout, no need to enter your address details.
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Q: How can I change currencies?
A: At the top of every page, you should see a heading called 'change currency'. This is a drop-down list which will expand once you hover your mouse over it, revealing a list of currencies that you can change our prices to. All you have to do is click on your desired currency and all of the prices throughout the site will change accordingly..
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Q: Do your prices include VAT?
A: All of our prices are inclusive of tax and duty. The prices are automatically updated in relation to where you are in the world. For example, if you access the site in the UK, the prices are inclusive of VAT (@17.5%).
The price you see on screen is the price you pay, exclusive of postage and packaging costs, unless stated.
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Q: Can I have my order sent to a different delivery address?
A: Items can be despatched to any location listed in our International Delivery List and it does not have to be your home address either. This is a popular choice for ordering gifts that are meant to be a surprise for someone, such as a loved one or a family member.
However, the invoice for your order will be sent separately to the card holder’s address.
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Q: Can I return a product, exchange or get a refund?
A: Items can be returned direct to Mydiamonds within 30 days, using the detachable address slip at the bottom of the despatch note.
Mydiamonds.com cannot accept returns of earrings or cleaning products if the tamper-proof packaging has been opened. This is due to hygiene reasons and does not affect your statutory rights.
When returning items to mydiamonds the item(s) must be in its original packaging, unused and accompanied by the whole despatch note and the completed detachable address slip at the bottom of the despatch note.
For further information, please visit our Returns Policy page.
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Q: Can I have my purchases gift wrapped?
A: All of our products are despatched in their very own individual presentation boxes, ensuring that our products are presented to the highest possible standard and also protected while they are in transit to you. We also offer a free gift wrapping service, which can be selected when you are viewing your basket. This is a popular choice with our customers, especially if they buy products from us as presents for their friends or loved ones.
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Do you have a question that is not listed here? If so then please contact us and we will be happy to answer any questions that you may have. |
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