FREQUENTLY ASKED QUESTIONS

We are currently in six locations throughout the U.K. Our stores are in Birmingham, London, Manchester, Glasgow, Cardiff, Leeds and Liverpool. Please visit our ‘Contact Us’ section of the website for more details about each store.

Yes, some of our stores are open Bank Holidays. Please check our website and social media closer to each Bank Holiday for a list of our open locations.

For security purposes, we are only open during our regular opening times here.

As each store is based within a city centre, there will be ample parking to visit each location. All our stores are also accessible via public transport.

Our only store that requires an appointment booked is our London suite. However, whilst it is not necessary to book an appointment, if you have a specific item you would like to view, we recommend making a booking to ensure we have your desired item in store to view.

Yes, our stores are wheelchair accessible.

We have thousands of pieces of jewellery in stock, so we are confident we can find you the perfect piece of jewellery to take home today!

All our stores carry loose certified diamonds in stock for our customers to view, all certified, Lab Grown as well as Natural Diamonds.

Whilst we would love to carry every single design in store, unfortunately it wouldn’t be possible! To avoid any disappointment, we recommend booking an appointment and list the designs you would like to view. Should they not be available, then we can advise similar designs.

Of course, all our staff are fully trained and will be able to offer you expert advice during your visit.

Yes, we can engrave much of our diamond jewellery. Due to the volume of our orders, this can take approximately 1-2 working weeks.

Of course, we offer many finishes for our wedding bands in store and online. Please take a look on our wedding ring page.

Yes, all our jewellery is hallmarked at The Birmingham Assay Office. By British Law, all jewellery must be hallmarked. The only exceptions for this are if the item is under 1 gram of gold, 7.78 grams of silver and 0.5 grams of Platinum.

This is a question we deal with daily. Whilst we will always offer advice, it is entirely our customer’s decision. Visit our Metal Education page for more detailed information.

Diamond Heaven will only sell Platinum of a 950 hallmarked quality. If you are offered lower grades, you will not receive the same quality of metal to last a lifetime.

We don’t buy our diamonds one at a time; we buy in bulk (100’s of carats at a time) from diamond manufacturers at very keen prices, which we then pass on to our customers. This ensures that we can sell our diamond jewellery at competitive prices against our competitors and the Highstreet jewellers.

When the item is like for like and has the same diamond specification then the prices will match. However, with certified diamonds and made to order items, they are priced individually at the point of purchase, therefore there may be a price variation.

Our stores carry different diamonds with varying qualities; therefore you may have two diamonds of the same colour and clarity but slightly different pricing. This can be down to the variation in cut, certification and even when the diamond was purchased. We do however ensure any website items that are made to order are priced the same in all our stores.

Of course, we’ll always look after returning customers and offer our best prices!

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

If you're working to 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.

We can offer bespoke commissions on a case-to-case basis. Please contact one of our stores or the website team for more details.

Yes, we offer a variety of finance deals on jewellery purchases over £560. Please visit our finance page for more information.

We stock a large variety of certified diamonds, natural and lab grown, in all our store locations. We can also source a diamond for you, should you want certain specifications.

Of course, we can take a deposit to reserve instore and online. Get in touch with our website team or ask in one of our stores about placing a deposit today.

If you’re not sure of the ring size you need, we can send you a complimentary ring sizer in the post. Please visit our ring sizer section on our website to get yours today.

Our stores have a large range of diamond jewellery in stock, we can dispatch them within 3-5 working days. Please note, we must allow time for your payment to clear and pass our fraud checks.

Our prices are updated according to regular metal and diamond price fluctuations. Wherever 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 our customers get best value for money.

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 1-2 working day to respond.

Yes, please call the website team on 0345 222 5009 or the relevant store to discuss further. Our store contact details can be found by clicking here.

Most designs will take 1-3 working weeks, however this can also go to 8 working weeks depending on the piece of jewellery, metal and diamond quality. Please see our delivery page for further information

If you need your item for a specific date, we advise letting a member of our sales team know on purchase so we can give this date to our workshop. Although we cannot guarantee, we will always endeavour to meet date requirements.

Yes we can, please make the website team or relevant store aware and they can make a note on your order for you.

All our parcels are fully insured whilst in transit.

All our U.K based customers will have their jewellery delivered 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.

These services can be offered, please contact us on 0345 222 5009 or [email protected] for further information.

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

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.

You will receive an email with all your tracking details prior to dispatch, if there is any issue with this please contact the relevant store or website team. Yes we can, please make the website team or relevant store aware and they can make a note on your order for you.

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 the relevant store or website team.

If you wish to make any changes to your order you will need to get in touch with the store you placed the order with, or email [email protected] if placed through the website. 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.

We have our fast delivery service on our popular items, these will be marked with this logo. Alternatively you can get in touch with us on 0345 222 5009 to check our current stock levels.

Yes, should you not be happy with your purchase and would like to exchange this for another item, please follow the instructions on our returns page. We can then advise various options for you.

All purchases made via the website are entitled to a full 30 day money back guarantee on our items, you can see our returns page for further information.

PLEASE NOTE, items purchased in store are not subject to this refund policy. Items purchased in store are not eligible for refund.

All our items are covered for 12 months for any manufacturing issues. This excludes general wear and tear and damage sustained to the jewellery whilst worn.

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

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

Please visit our returns page for further information.

We offer an extensive aftercare plan in our workshop based in the Birmingham Jewellery Quarter. We can check and assess jewellery purchased from us free of cost, then regular polishing/sizing/repair at nominal cost.

You can, please get in touch for further details.

You can, please contact the relevant store or website team to arrange this. There is a nominal charge for re-sizing rings.

The charge is dependent on the metal, style and how many sizes the ring has to be altered. Please contact the relevant store or the website team for the charges.

Please allow 1-2 working weeks for a resizing to be completed. Should this be done any sooner we will of course be in touch.