Here at Bespoke Diamonds, we aim to make your experience as easy and informative as possible. If you have any questions or are experiencing any problems, please contact us directly by telephone on 01273 757558 or email at hello@bespokediamonds.com and we will be very happy to help.
Returns and exchanges
We hope that you will be happy with your purchase but if, for any reason, you are not totally satisfied, your item can be refunded or exchanged as long as the following criterion is met:
Refunds - full refund within 14 days for online purchases as long as item has not been worn or damaged. Special or Bespoke items are non-refundable. Returned items must come with all the original packaging and receipt. Please note that earrings are non-refundable for hygiene reasons unless they are faulty.
Exchanges - Items can be exchanged (at the proprietors descretion), for another item(s) (full price pieces only no sale items) or credit note (valid for 1 year), up to 28 days after purchase as long as it has not been worn or damaged. Returned items must come with all the original packaging and store receipt. Please note that earrings are non-exchangeable for hygiene reasons unless they are faulty.
Deposits - are non refundable. This is due to any work carried out and/or item(s) being reserved/removed from the shop/web. If the deposit paid is greater than 15% of the total price then any monies above this may be returned at the owner’s discretion.
If you do need to return an item, we would advise you to return it by Royal Mail Special Delivery to cover insurance. Any manufacturing faults after this time can be accepted if it falls within our guarantee period. Please contact the store for more details.
Shipping information
We appreciate how important it is to get your order delivered to you safely and speedily. Your order will be dispatched by Royal Mail Special Delivery and you will receive an email notification along with a tracking code as soon as the order has been posted. Special Delivery is guaranteed by 1pm the following day but please allow up to 2-3 working days to avoid disappointment. If you need your order for a specific date, please let us know in the Comments section at Checkout. Alternatively, contact us directly. Please note that someone will need to sign for your parcel. In the event that no-one is available to sign for your parcel, a card will be left informing you of your local collection depot.
Your order will be dispatched with love and care – items will be wrapped in our signature packaging and placed in a sealed padded envelope to ensure their safety.
Pricing
All transactions are shown in GBP £ Sterling, EUR and USD. You can choose your preferred currency from the list in the top right corner of the page, all of our prices will be displayed in that currency. Exchange rates are verified by your card issuer at the time of the transaction - please contact your card issuer directly for more information.
VAT is not included for our customers outside of the EU. Prices are displayed as Non-EU.
All prices are subject to change without further notice.
Customs and Import charges
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Payment security
We accept payment by credit or debit card so you can use any of the cards listed below. All credit/debit card payments must have a matching billing address, but you can choose a different delivery address for all cards except American Express. We also take security very seriously indeed, so your details will be safe with us.
We accept Visa, MasterCard, PayPal, AMEX, VISA Electron, Laser, Maestro, Delta and Solo
All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.
Account information
Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, and (the really good bit) exclusive discounts and special offers.
Gift vouchers
Our gift vouchers are the perfect solution if you are in a dilemma about choosing the right gift. We offer £25, £50, £100 denominations and they will be presented in a Union gift card and envelope. Voucher is valid from the date of purchase for 12 months. Only available to redeem in store or by mail order/phone - recipient is issued with a unique code.
Gift vouchers are valid for 12 months from date of purchase.
Gift vouchers can be redeemed against all products on the www.bespokediamonds.com website and in store.
Shipping costs are applicable on gift vouchers.
We regret gift vouchers are non transferable and may not be returned or redeemed for cash.
If your order total is less than the value of the gift voucher(s), the remaining balance will be credited to your account and will be redeemed against subsequent orders.
If you return products you have purchased using a gift voucher, the remaining balance will be credited to your account as store credit and will be redeemed against subsequent orders.
Bespoke Diamonds is not responsible if a gift voucher is lost, stolen, destroyed or used without permission.
We reserve the right to cancel a gift voucher if we deem such action necessary.
Promotion codes cannot be applied to the purchase of gift vouchers with the exception of any free shipping offers online.
Please note that for gift vouchers issued at our Launch Party, at Brighton Fashion Week and with nos 0009-00028, only one voucher can be redeemed per one transaction.
Please note that gift vouchers cannot be redeemed against items on sale.
Commissions
If you see something on the site that you have taken a shine to or you would like to rework an existing heirloom, please contact the store directly on 01273 757558 or by email hello@bespokediamonds.com. We have a great deal of experience in working with our customers on commissions and bespoke pieces – the possibilities are endless and we are very happy to arrange a no obligation consultation in the first instance.