Delivery policy
Good news! We deliver worldwide! For delivery date estimates please check the product description. If purchasing more than one item, we will post all items when they have arrived in-store.
Free, insured UK delivery on all orders over £75.00.
For UK orders below £75.00 we will charge our standard fee of £7.25 (insured up to the value of the goods).
Postage outside the UK may vary, please check shipping calculator on checkout page.
Please note, any fees incurred (excluding postage and insurance) for importing our products from abroad are not included in the product price and will be the buyers responsibility. Only the item and postage is included in our prices.
At Diadem Jewellery, some of our stock we carry in branch and can post immediately after payment, however some of our stock we must order from our suppliers which means we must place an estimated delivery of between 5-10 working days. Please get in contact with us if you would like more information on an order and we’ll be happy to check on the progress. As some of our items are custom made, they must be created first which means they may take longer, we will of course contact you immediately if we suspect an order may be delayed beyond this period.
At Diadem we use Royal Mail (Signed for) Special Delivery. We understand the importance of a secure delivery service and all goods are automatically insured up to their retail value. As part of our terms and conditions, we’d ask that you inspect all goods before signing as any signed for good will be deemed as ‘delivered in good condition’ and may effect your ability to make a claim.
Our standard delivery fee for purchases below £75 will be Royal Mail Special delivery £7.25 (insured up to the value of the goods).
All purchases over £75 will be delivered free of charge (UK Only). The goods will be sent and insured up to their retail value by Royal Mail (signed for) Special delivery.
On a best endeavours basis we aim to notify customers that if an item online is available in the shop it will be posted immediately upon payment authorisation on a business day (or the next business day if purchased on a weekend/bank holiday).
As we list thousands of products from numerous suppliers, it is not always possible to carry all the stock in store. In these instances we will immediately contact our supplier to request first-class delivery to ourselves. We will conduct a thorough quality check and once we are satisfied that your goods are perfect we will dispatch immediately (same day as receiving if possible). If we believe the products are not of the standard we would expect, we will notify you and you will have the option of an immediate refund or we can send a replacement as soon as one is available.
If you have any queries about our delivery service, please don’t hesitate to get in touch, we’re always more than happy to help.
Returns, Refunds and Cancellations
Returns and Refunds policy
At Diadem Jewellery we pride ourselves in delivering quality Jewellery to our customers. In rare situations you may find you would like to exchange or return an item purchased from our web store, please get in touch as soon as possible and we can assist you. We may have a replacement item in stock in our store.
Before returning your item, please contact us via e-mail to let us understand the nature of the issue and to authorise the return of the product.
On the day you receive your product you will have 14 days to request a refund or return (this does not apply to pieces which have been customised, e.g. the piece has been ordered in a specific metal, a certain size, with gemstones or with custom engraving). When posting your product to Diadem, we will refund the original postage price if the item is faulty or significantly not as described. We will not refund the return postage on items where you have changed your mind about the product. Additionally, if you have received free delivery on the original order, we will deduct postage costs of £7.25 from your final return amount if you change your mind about the product.
Any returns must be delivered (recorded delivery) to our Altrincham store, please use the address below:
Diadem Jewellery Returns Dept.
55 Stamford new Road
Altrincham
Cheshire
WA14 1DS
Unfortunately we cannot accept any returns of earrings. This is for hygiene reasons and doesn’t affect your statutory rights. We cannot accept items that have been engraved, made-to-order, personalised or altered/modified, except in relation to faulty or incorrectly supplied goods, where your statutory rights are unaffected, personalised goods made to a customer’s specifications may not be returned.
If any items in your order prove to be faulty, please get in touch as soon as possible and we can assist you in the process.
Our guarantee to replace the item or refund your money does not apply to faults or damages caused by accident, neglect or misuse.
Any refunds for items purchase using any form of Cryptocurrency, e.g. Bitcoin, Dash – will be refunded at the rate at the time of refund issuance. We will not refund at the exchange rate on the day of purchase, this is to protect both the consumer, and the business from volatile price fluctuations. You will receive the equivelant amount of money returned as you initially spent.
Some of our products are crafted from ‘blackened’ silver. This effect is created by a process known as oxidisation, where exposure to large amounts of oxygen in high-pressure conditions causes the silver to become darker in colour. Oxidised jewellery does not require the same amount of aftercare as other metals. DO NOT use silver polishing cloths or cleaning solutions on oxidised jewellery as this may remove the blackened effect. As with all of our jewellers, we will not allow returns for jewellery that has experienced general wear.
Cancellations
Under the Consumer Contracts Regulations, you are provided the right to cancel your order with us at any time within 14 days of receiving your goods. In the event we are unable to deliver your order within our standard delivery timescales you are entitled to cancel your order with no fee or penalty.
Should you choose to cancel the contract we will then refund you the price you have paid for the goods, this will not include delivery charge if you have cancelled after your order has been dispatched. You are under a duty to take reasonable care of the goods, which means the goods must be unused.
