0121 200 1300 | 020 8099 8025
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faq's

Frequently Asked Questions

How long have you been trading for?

We are firmly established company trading for more than 10 years with shops and offices in Birmingham and London.

Is this a family business?

Yes we are, our owners family are heavily involved in our company. We also have a fanatstic team of staff who work for the company and dedicated to offer you high quality customer service.

Do you make your own jewellery?

We produce our own jewellery in jewellery quarter Birmingham. We can also offer Bespoke commisions. So please contact our sales team with your enquiry.

Are you member of any trade organisation?

We are members of the British Jewellers Association, National Association of Goldsmith, Birmingham Chamber of Commerce, Stop Blood Diamond Process, Trusted shops and Trust pilot. We are also an Assay Office Assured Retailer.

Do you have a store?

We have our shop in the Jewellery Quarter Birmingham and our brand new showroom now in Hatton Garden London.

Are you located anywhere else other than Birmingham?

Yes, we also have our showroom based in Hatton Garden London.

What are your store's opening hours?

Our Birmingham store is open 9.30-4.30pm Monday to Saturday and 10.30am-3.30pm on Sundays. Our office is open 9.30am-5.30pm Monday to Friday and 10.30am-4.30pm on Saturday.

Do you trade on Bank Holidays?

We do, our bank holiday opening times will always be posted on www.diamond-heaven.co.uk

Are you open till late?

No, we only open during our regular opening times for security reasons.

Does your shop have parking facilities?

There is on street pay and display parking outside our store as well as a multi story car park located next to our store.

Do you have hotels close to the Jewellery Quarter?

There are a number of lovely hotels in the Birmingham Jewellery Quarter, Visit here for a full list: http://www.jewelleryquarter.net/work/staying-in-the-quarter/

Are you easy to find from Birmingham City Centre?

We are indeed. We're about a 5 minute drive from the centre, you can also hop on either the train or tram from Birmingham Snow Hill, exiting at the Jewellery Quarter Station. You then turn right when exiting the station, we're located on the right hand side opposite the cemetry

Do I need to book an appointment to view Jewellery?

While it's not completely necessary to book an appointment, if you have specific items you would like to view we always recommend making a booking so we can ensure we have your desired jewellery in store to view.

Is the store easily accessible for wheel chair users?

Yes, we have an access ramp into our store up at all times.

Do you have items to take away same day?

We have thousands of designs in stock at all times, depending on your desired specifications some can be taken same day!

Do you have a selection of loose diamonds in store?

We have a stunning range of GIA, IGI and AGI loose diamonds avaliable to view in store at all times.

Do you have all your designs in store?

We attempt to stock as much of our range as possible, however it is not possible for us to stock every item in all it's variations. To avoid disapointment we recommend booking an appointment before visiting.

Can I be seen by a diamond specialist on the day of my visit?

You can with pleasure, all of our staff are fully trained and will be able to offer you expert advice during your visit.

Do you offer engraving?

We can carry out engraving on the majority of our range, please allow a few days for this to be carried out.

Can I have a finish applied to my wedding ring?

You can, please feel free to ask us about the range of finishes available.

Are all your jewellery items Hallmarked?

By British Law all jewellery must be hallmarked, the only excemptions for this are if the item is under 1 gram of gold, 7.78 grams for silver and 0.5 grams for Platinum. Apart from these exceptions every item is hallmarked.

Should I buy Platinum or Gold?

This is a question we deal with on a daily basis, ultimately the choice is yours. Visit our 'Metal' section for more detailed information.

Is your Platinum 950?

Our Platinum is always hallmarked '950'. We don't sell any other forms of Platinum, if you're offered other grades of Platinum we would not recommend it. While you may save yourself a bit of money, ultimately you won't get the same quality

Why are your prices so low?

We buy in bulk ( 100's of carats at a time) from diamond manufacturers rather than diamond dealers at very keen prices which are then passed on to our customers. Also, we pay promptly against delivery unlike most of the jewellers who purchase on 60-90 days terms. All of above ensures that we can sell to end users at prices lower than most of the jewellers can purchase!

Are your prices online the same in store?

Where the item is like for like, and has the same specification diamond the prices will match. Please note there are a wide range of variations of diamond specifications and certificates can alter prices.

Do you offer discounts for repeat customer?

We value all our previous customer and will ensure they are looked after on their return to us.

Do you offer armed forces discounts?

We are proud to offer our armed services a few options, please visit our 'payment' page for more information.

If I have a budget, would you work around that?

If you're working with a budget we're more than happy to find something that fits into it. We can also advise you what will be the best diamond for your money.

Do you offer to make bespoke designs?

We can offer bespoke commissions on a case to case basis. Please contact us for more details

Do you offer Finance?

You can take out a variety of finance deals on our jewellery, please visit our finance page for more information.

Do you have GIA/IGI/AGI/HRD diamonds in stock?

We stock a large variety of GIA, IGI and AGI Diamonds. We don't hold HRD diamonds in stock however we can source them via our international database

Can I pay a deposit and reserve a diamond/piece of jewellery?

Yes. Please call us on 0121 200 1300 for further details

I'm not sure on my ring size, do you send free ring sizer?

We can post you a free ring sizer, Please visit our ring sizer page to get yours today

Do you have jewellery items which can be sent out in a few days?

Our store has a large range of diamond jewellery in stock, we can dispatch them within 1-3 working days. Please note we have to allow time for your payment to clear and pass our fraud checks.

How often do your prices change?

Our prices are updated according to regular metal and diamond price fluctuations. Where ever possible we will hold our prices for as long as possible even if there is a price increase in international market. We price all our products fairly making sure out customers get best value for money.

How competitive are you in the Jewellery Quarter?

Unlike traditional jewellers who work on a 200-300% mark up we endeavour to give our customers the lowest price possible. Due to our buying power we also buy at extremly keen prices, any savings we make will be passed on to you

How soon do you reply to emails?

We endeavour to get back to all our customer within one working day, in most cases it will be much quicker. However on more complicated enquiries it may take one working day to respond.

Can I pay with two cards?

Yes.Please call us on 0121 200 1300 for further details.

Do you do discount vouchers?

Yes. Please call us on 0121 200 1300 for further details.

Do you accept LMG card?

Please call us on 0121 200 1300 for further details.

How long would my order take?

Most of our made to order products will take 2 to 4 weeks while stock items and 'fast shipping' item can take appx 1-3 working days. Please see our delivery page for further information.

What if I need my order by a specific date?

If you need your order by a specific date then please contact us on 0121 200 1300 or sales@diamond-heaven.co.uk and we will endevour to meet your timescale.

Can I have my order dispatched at a specific date?

Yes you can, please ensure you give us enough notice to arrange this.

Will the parcel be insured during delivery?

All our parcels are fully insured while in transit to you.

Who do you deliver with?

All our U.K based customer will have their jewellery delivery by Royal Mail Special Delivery, Guaranteed by 1.00pm. For our international customers we ship via FedEx, there will be a nominal charge for this shipping method

Do you offer Saturday or before 9am delivery service?

These Services can be offered, please contact us on 0121 200 1300 or sales@diamond-heaven.co.uk for further information

Can I collect from instore once my order is ready?

You may, however this must be arranged with us via email in plenty of time, you will not be able to collect an order from us by visiting the store without prior arrangement.

Will I receive any updates during my order?

We will provide you with updates as we get them, however should you wish to check on an order you can email us for an update at any point

Will you inform me once you have dispatched?

You will receive an email with all your tracking details prior to dispatch, if there is any issue with this please contact us immediately on 0121 200 1300 or reply to the dispatch email

Can I change my delivery address?

Due to our fraud checking systems we ask all our customers to have items sent to their billing address, should you be unable to do this then please contact us

What if I need to change or alter my order while its in process?

If you wish to make any changes to your order you will need to get in touch with us on sales@diamond-heaven.co.uk, please note should the alteration be substantial such as a design change etc your order will have to be re-started and the expected date requoted.

Can I have a faster delivery?

We have our fast delivery service on our popular items, these will be marked with this logo Alternativelty you can get in touch with us on 0121 200 1300 to check our current stock

Do you delivery outside of the UK?

Yes we can, there will be a nominal charge for our FedEx service.

Do you offer VAT refunds for non UK customers?

All our customers outside EU along with one with BFPO address qualify for VAT refund. For more information on this please see our payment page.

Can I order over the phone?

Yes you can, please ensure you have the catalogue ID for the item you're interested in and all the required specifications.

Do you accept Bank Transfers?

Yes we accept bank transfer. You can do this at the checkout phase or get in touch for further details.

If I'm not happy with my purchase, can I send it back for an exchange?

You can, please follow the instructions on our returns page. We can then advise various options for you.

Do you offer Refunds?

We offer a full 30 day money back guarantee on our items, you can see our returns page for further information

What is your warranty?

All our items are covered for 12 months any manufacturing issues. This excludes general wear and tear, or damage sustained to the ring.

What is your returns policy?

We offer a full 30 day money back guarantee on our items, you can see our returns page for further information

Are your returns policy the same in store?

No, we are bound by a different trade act in store so if an item is purchased after viewing then the distance selling act does not apply.

How do I return my item back to you?

Please visit our returns page for further information.

What is your after sales care?

We offer an extensive aftercare plan. Due to our in-house workshop in jewellery quarter, Birmingham we can check and assess jewellery purchased from us free of cost and then regular polishing/sizing/repair at nominal cost.

Can I upgrade?

You can, please get in touch for further details.

Can I send my ring back for re-sizing?

You can, please contact us on 0121 200 1300 to arrange this, there is a nominal charge for re-sizing rings.

What are your ring sizing charges?

The charge is dependant on the metal, style and how many sizes the ring has to be altered, If you contact us on 0121 200 1300 we can give you further details

How long does it take to have my ring re-sized?

We usually allow at least 2-3 days for us to carry out a re-size

Get in Touch
Birmingham
London

Call our Store

0121 200 1300

Email Us

Find Us

Diamond Heaven
Jewellery Quarter Birmingham
115 Vyse Street,
Hockley,
Birmingham
B18 6LP

View Opening Times

Call our Store

020 8099 8025

Email Us

Find Us

Diamond Heaven
Suite No. 11,
1st Floor
33 Hatton Garden
London,
EC1N 8DL

View Opening Times

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