Frequently Asked Questions


Company related questions

Delivery related questions

Payment related questions

Product related questions

Returns related questions


Q.1 How long have you been working in the Diamond Jewellery industry?

HRD logoCongenial Diamonds prides itself of three solid generations in diamond manufacturing in Antwerp, the diamond capital of Europe. We have over 10 years’ experience in designing and manufacturing jewellery at our established independent jewellery shop in Guildford, Surrey. We are HRD approved Diamond Graders and members of the British Jewellery Association. Our expertise is readily on offer to help you with your purchase.

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Q.2 Why buy Diamond Jewellery online?

More and more people in the UK are realising that online shopping can achieve huge savings on items such as diamond engagement rings, diamond rings and diamond jewellery compared to buying from your local jeweller.

Buying diamond jewellery online from Congenial Diamonds is easy, safe and cheaper than buying from a high street jeweller. You can browse and make your selection at your own leisure without any pressure from sales staff.

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Q.3 How can your prices be cheaper than my local jewellery shop?

Congenial Diamonds operates with an efficient cost model. We design and manufacture all of our jewellery in-house. By buying direct from diamond wholesalers, we eliminate the traditional layers of diamond dealers and associated costs of high street jewellers, thus saving you as much as 50% from high street prices.

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Q.4 Where is your jewellery manufactured?

We have a workshop in the UK, where our jewellery is manufactured.

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Q.5 How will my order be delivered?

Your order will be sent via Recorded Delivery and is fully insured against losses, damages and theft during shipment.       Free delivery in UK

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Q.6 How long will my order take to arrive?

Our jewellery is made to order. Generally it can take up to 3 ~ 4 weeks for orders to be dispatched depending on the item of jewellery purchased. If you need your order to be expedited, kindly contact our Customer Services who would be happy to assist and can provide you with more precise timescales.

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Q.7 How will my jewellery come packaged?

Our elegant and attractive packaging reflects our attention to detail. Your purchased jewellery item will be packaged in a genuine hardwood jewellery box branded with our company logo, ready to be presented as a gift. The jewellery box and the accompanying paperwork are then securely packaged in a discreet box.

Jewellery packaging

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Q.8 Can I track my order?

You can check on the progress of your order by contacting our Customer Services with details of the order number. On the day of dispatch, we will email you a notification with the tracking number for your parcel and instructions about tracking its delivery.

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Q.9 Can I collect my purchase from your offices?

You can make an appointment with our Customer Services team to personally collect your item from our office in Guildford, Surrey. You are requested to bring along your proof of purchase together with a photo ID and proof of address used for billing.

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Q.10 Do you deliver internationally?

We are very happy to take international orders. All international orders will be sent via a secure courier. Please contact Customer Services to discuss shipment details.

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 Q.11 What payment methods do you accept?

We accept all major credit and debit cards. Payments can be made via our online system or over the phone. Simply call us on 0845 548 9858 with your card details. Our business hours are Monday to Saturday from 9:00am to 5:30pm.

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Q.12 Is my online purchase and payment secure?

Congenial Diamonds take online security very seriously. We are compliant to the Payment Card Industry Data Security Standards (PCI DSS) which ensure the security of card payments. This means that we have been through a thorough validation process to ensure a secure online shopping environment for our clients.

Our automated payment system uses an encrypted server, meaning that your details are 100% secure. We have also implemented Verified by Visa and MasterCard® SecureCode™.

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 Q.13 Do you provide a valuation certificate with your products?

Every jewellery item purchased from Congenial Diamonds comes with a complimentary in-house valuation report complete with all product details, including diamond carat, colour grade, clarity grade and cost of item. This report is intended for insurance purposes.

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Q.14 Is it important to buy a diamond with an independent grading certificate?

An independent Diamond Grading Certificate guarantees the quality and value of the diamond that is being purchased.

Every diamond of 0.25 carat in weight or over, set in any jewellery item purchased from our website, is automatically issued with an independent Grading Certificate from GIA, IGI, HRD or EGL. Diamond certification for smaller stones is not generally provided as the cost of the certificate would make up the greater proportion of the diamond cost. If you require a Grading Certificate for smaller diamonds, please contact our Customer Services.

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Q.15 How do I know that the diamond jewellery I buy from you does not contain conflict diamonds?

Congenial Diamonds sources its diamonds ethically from reputable suppliers which endorse and follow the Kimberley treaty. This treaty was established in 2003 to eradicate conflict diamonds.

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Q.16 I’m not sure of the ring size I need. How can I make sure I get the correct size?

Congenial Diamonds can provide a free ring sizer to assist you with determining the correct size for the ring you require. The sizer comes with full instructions on how to take the measurement. Please email our Customer Services with your full postal address.

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Q.17 Do you offer half ring sizes? 

Yes. As every piece of jewellery is made to order, we can make any ring to the size that is perfect for you. Half ring sizes are provided with every ring design. Simply select the half ring size that you require from the drop down menu provided when placing your order. 

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Q.18 Do you cater for extra large ring sizes? 

Yes. If you cannot find your ring size in the options provided, give our team a call on 0845 548 9858 or email our Customer Services. We can manufacture the ring of your choice to your size. 

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Q.19 How much will it cost if I need to get my ring re-sized?

A fee of £40.00 + VAT will be charged to cover the cost of adjusting the size of a ring up to a maximum of 2 finger sizes. Greater size adjustments may require additional work and can incur further charges. Kindly contact our Customer Services for a quote.

Resizing of a ring generally takes up to 10 working days.

Please note that fully set diamond rings cannot be resized.

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Q.20 Can I have my ring engraved?

Most ring designs can be engraved at an additional charge of £30.00 + VAT. An engraving option is provided with the customisation options when viewing the details of a ring. There is a 30 character limit per engraving and a standard font is used for all engravings.

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Q.21 Can I have a brushed or polished finish on my ring?

Yes. You can decide the finish of your ring at no extra cost. Simply email your request to our Customer Services.

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Q.22 Will my ring come with a hallmark?

Your ring will be hallmarked by one of the Assay offices in the UK. The hallmark indicates that the ring has been independently tested and that it conforms to the standards of precious metal content.

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Q.23 I cannot see any mention of Cut grade. What grade are your diamonds?

We only work with diamonds that have a minimum Cut Grade of Very Good (VG). This information is supplied with the independent Diamond Grading Certificate.

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Q.24 I want to design my own item of jewellery. Can you manufacture it from a sketch?

We provide a bespoke jewellery design service which enables you to design your own piece of jewellery. Our bespoke design service will convert your sketch into a computer generated image which is then realised into fully rendered images. These images are then sent to you for approval prior to the manufacturing of the jewellery piece. Simply call us on 0845 548 9858 to discuss your requirements.

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Q.25 Can I visit your offices to view an item of jewellery I’m interested in?

You can visit us at our offices in Guildford, Surrey to view an item of jewellery that you’re interested in. Viewings are strictly by appointment only. Please email our Customer Services to book an appointment.

 Our office in Guildford


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Q.26 What if I want to return my purchase?

Congenial Diamonds will provide a full refund of your money or an exchange for any other item in our collection within 30 days of the delivery date, provided the item is returned to us unworn, unaltered, undamaged and with all the original packaging and supporting paperwork. Every product is delivered with a security tag attached. This security tag needs to remain intact for the returned item to qualify for a refund/exchange.

Please note that earrings, engraved rings and custom made jewellery items designed as part of our Bespoke Design service do not qualify for a refund or exchange. Please refer to our Terms & Conditions.

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