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Covid-19 FAQs

25 March 2020
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To our customer’s,


Coronavirus has continued to alter our daily lives in ways we've never seen before.


After the U.K government's decision to enforce a nationwide lockdown, all our stores and offices are closed to ensure the wellbeing of our customers and employee's. 


We've put together this FAQ to answer a few questions you may have. 


Do you have a date when your stores/showrooms will re-open? 


Right now, we're following the government advice as this evolves day by day. With the current uncertainty it wouldn't be right to set a date. We will keep you updated and look forward to welcoming you back into our stores and showrooms. 


Can I still purchase through your website? 


Our website is open for business 24/7. You can contact us on sales@diamond-heaven.co.uk, through our social media accounts and live chat during our normal hours. 


We'll do everything we can to assist you. 


If I place an order what will be the delivery timescale? 


Our production lines and workshops are all closed until further notice. As soon as they re-open we'll provide an update.

 

We hold one of the largest stocks in the U.K of loose diamonds and set diamond jewellery. You can contact us on sales@diamond-heaven.co.uk for further information or visit our stock section to browse our current selection here


Any purchases made from stock will have a shorter delivery timescale than our made to order items. We are looking into methods to arrange quicker dispatch and will provide an update once this is possible. 


I currently have an order placed with you, when will I receive this? 


If you haven't received an update via email regarding your order, please contact us on sales@diamond-heaven.co.uk. We're currently unable to dispatch any completed orders and will provide an update as soon as the situation changes. 


Can I still see images of diamonds and jewellery? 


You certainly can, we've built up a range of images and videos so you can still view our products. Contact us on sales@diamond-heaven.co.uk or through our social channels. 


Our wedding date has changed can you alter the engraving? 


We will allow all our customers to alter to new dates free of charge. Please do contact us before returning your item as we are not able to receive your parcels right now. 


Can I request a refund on my order if you are closed for a longer period of time? 


We will keep any current or new customers updated as the situation continues to evolve. If you decide you would like a refund, please contact us on sales@diamond-heaven.co.uk. Please note if you already have an item in your possession, we will not be able to process these until we can return to our premises and accept delivery.

 

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