FAQ

FAQ

We hope you'll find the answer to your question in our FAQ section, but if this is not the case, please get in touch with our Customer Care Team on 020 7138 3672
Payments

Is it safe ordering online?

We are 100% committed to providing a safe ecommerce shopping experience. To date we have satisfied over 50,000+ happy customers and our aim is always to deliver first-class customer care.

State-of-the-art ecommerce security
Our website is protected with the latest security certificates (SSL certificates). These certificates use state-of-the-art encryption technologies so that you can have complete peace of mind when shopping online with us.

PCI Compliant
Our systems are compliant with the PCI Security Standards Council, which was founded by Visa, MasterCard, American Express and JCB International. You can find out more about the PCI Security Standards Council at www.pcisecuritystandards.org.

Verified by Visa and MasterCard
We also use Visa and MasterCard Secure Code technology for processing all orders.

Get In Touch

If you would like to talk to a member of our Customer Care Team about ordering by telephone, please get in touch on 020 7138 3672 or enter into a live chat .

What payment methods are accepted?

We are happy for you to make payment by any of the following methods:

Credit or debit card
We accept all major credit and debit cards.

V12
V12 provides a range of finance options with varying loan terms, from 6 months IFC at 0% APR to 12 months IFC at 0% APR, as well as 12 months classic credit at 9.9% APR up to 48 months classic credit at 9.9% APR. Once you've added items to your bag, head to checkout and select the payment plan that works best for you. After paying a deposit for your item, the remaining amount can be paid off in instalments over time.

Klarna
Klarna offers you the flexibility to choose how you'd like to pay for your purchase. You can either opt to Pay in 3 instalments or Pay in 30 days. For both options, your total order value must be between £100 and £499. Simply add your items to the cart, proceed to checkout, and select Klarna as your payment method to complete the purchase. Credit approval is subject to eligibility.

Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.

PayPal
We are pleased to accept payments via PayPal, simply select this payment option during the checkout process. If you wish to pay via this method over the phone, simply contact our customer care team and we will send you a PayPal request. Upon receipt of the request, simply make the payment and email us with the payment details. You shall then receive the order confirmation against your order.

Bank Transfer
We can also accept payments via bank transfer, simply call or email the customer care team if you wish to pay by this method.

Cheque
We are also happy to receive payment via cheque. Contact a member of our customer care team if you require further information on this payment method.

Telephone
We can accept payment over the phone. Simply contact our customer care team where they will ask for your card and order details to take the payment.

Get in touch

If you would like to talk to a member of our customer care team about payment options, please get in touch on 020 7138 3672 or enter into a live chat .

My card details have been rejected?

If your card details have been rejected there are a number of possible reasons as to why this may be. Please check the below reasons, alternatively simply get in touch with our customer care team where they will be happy to take the payment from over the phone.

Reasons for a card payment rejection
The vast majority of reasons why a card is rejected are because of the protection policies of the bank. You may have to phone your bank to tell them that you wish to purchase a high-value item.

Alternatively, you may have incorrectly input any of the below information:
  • Card Holder Name
  • Credit Card Number
  • Card security code (3-4 security code on the back of your card)
  • Postcode

Get in touch

If you would like to talk to a member of our Customer Care Team about making payment over the telephone, please get in touch on 020 7138 3672 .

How long does it take to receive a refund?

Depending upon the payment method used it can take between 8-10 working days for a refund to be processed. Our excellent customer service team will be happy to notify you of estimated refund times at the point when a refund is agreed.

Get in touch

If you would like to talk to a member of our Customer Care Team about our Returns Policy and the potential for receiving a refund, please get in touch on 020 7138 3672 .

Will I get a VAT refund form?

VAT (value added tax) is applicable for all orders placed on this website. All the products displayed online are inclusive of VAT. The VAT Retail Export Scheme allows the VAT amount to be reimbursed to customers when they purchase goods in the EU and then export them outside the EU. However, orders from Diamonds Factory are ineligible for the VAT Retail Export Scheme because we are an internet-based mail-order company and therefore not eligible to participate.

Get in touch

If you would like to talk to a member of our Customer Care Team about this matter further, please get in touch on 020 7138 3672 .

Am I eligible for VAT-free purchases?

VAT (Value Added Tax) is collected for all the shipments within the European Union. If you are located outside of the EU territory or countries which are exempt of VAT, simply get in touch with our customer care team on 020 7138 3672 and they will help you make your purchase over the telephone.

Get in touch

If you would like to talk to a member of our Customer Care Team about this VAT matter further, please get in touch on 020 7138 3672 .

Do you offer discount codes?

Yes, we are pleased to be able to offer discount codes wherever possible and do so throughout the year.

Get in touch

If you would like to talk to a member of our Customer Care Team about discounts that might apply at the moment, please get in touch on 020 7138 3672 or enter into a live chat .

Can I pay with two credit cards?

If you wish to use two cards for one transaction this is definitely possible. You just need to make sure that both cards belong to the same owner and are registered at the same billing address. Simply call our customer care team so they can take your payments over the phone.

Get in touch

If you would like to talk to a member of our customer care team about making a purchase with two credit cards over the telephone, please get in touch on 020 7138 3672 .

Do you price match?

Yes, we are proud to offer a price guarantee that means we aim to match like-for-like prices. If you wish to take advantage of this service please get in touch with our customer care team and provide details of the price and product that you would like us to match.

Get in touch

If you would like to talk to a member of our customer care team about a price match please get in touch on 020 7138 3672 , email service@diamondsfactory.co.uk, or enter into a live chat.

When do you take payment from my card?

Once you make a payment your bank will authorise the amount for the transaction that you have made. The actual settlement for the amount between your account and our account is usually completed in around 2-3 days. The payee will be itemised as Neve Jewels Ltd, which owns the Diamonds Factory brand.

Get in touch

If you would like to talk to a member of our Customer Care Team about taking payments from your card, or if you would like to make a payment over the telephone, get in touch on 020 7138 3672 or enter into a live chat.